內部行銷、勞資關係氣氛對組織承諾、情緒勞動與顧客導向行為之關聯性研究

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Title:	內部行銷、勞資關係氣氛對組織承諾、情緒勞動與顧客導向行為之關聯性研究
Other Titles:	RESEARCH OF THE RELATIONSHIP AMONG INTERNAL MARKETING, LABOR-MANAGEMENT RELATIONS, ORGANIZATION COMMITMENT, EMOTION LABOR AND CUSTOMER ORIENTED BEHAVIOR OF ADMINISTRATIVE FRONT-LINE SERVICE EMPLOYEES
Authors:	黃秋萍 Huang, Chiu-ping
Contributors:	管理科學研究所陳孟修 Meng-shiou Chen
Keywords:	勞資關係氣氛;情緒勞動;顧客導向行為;內部行銷;組織承諾 Internal Marketing;Organizational Commitment;Emotion Labor;Labor-management Relations;Customer Oriented Behavior
Date:	2005
Issue Date:	2015-07-31 15:39:16 (UTC+8)
Abstract:	客服中心是經營企業與顧客關係的一項法寶，在服務接觸的過程，第一線客服人員的服務，成了企業與顧客間關係的關鍵。本研究即以客服中心第一線客服人員為研究對象，採隨機取樣進行問卷調查之實證研究。並以SPSS之統計分析，驗證本研究差異性、相關性、影響性之假設。　研究結果如下：1. 不同個人特徵在內部行銷、勞資關係氣氛、組織承諾、情緒勞動與顧客導向行為間有顯著差異。2. 內部行銷、勞資關係氣氛、組織承諾與顧客導向行為，兩兩變項間呈顯著正相關。上述變項與情緒勞動呈顯著負相關。3. 內部行銷、勞資關係氣氛、組織承諾、情緒勞動主要藉由一個典型因素影響到顧客導向行為之顧客至上、非銷售導向，並具高度相關。4. 內部行銷與組織承諾對顧客導向行為具顯著影響；5. 勞資關係氣氛與組織承諾對顧客導向行為具顯著的中介影響效果。6. 情緒勞動對顧客導向行為無顯著影響。　　　最後，彙整研究結果做成結論說明並提出具體可行之建議。　　A customer call-center will be the best way to manage the enterprise and customer relation. In the process of servicing, the call-center is the connection to the enterprise and the customer, in other words, the service of the first line call-center people has become the key between the enterprise and the customer. This research was base on the first line call-center people of the customer call-center.And the the research adopted questionnaires to get the real answer.　　　The purposes of this research were to investigate,the differentia between individual characteristic and variables,relations among variabes,and the effects of varibles.It has adopted SPSS for Windows as the tool for statistical analysis.　According to this research results,the major conclusions of this study are as follows：1. Individual characteristic is significantly related to Internal Marketing, Labor-management Relations, Organizational Commitment, Emotion Labor and Customer Oriented Behavior . 2. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Labor and Customer Oriented Behavior has significant correlation with each other.3. Internal Marketing, Labor-management Relations, Organizational Commitment , Emotion Laboor has significant effect in Customer Oriented Behavior for one canonical correlations.4. Internal Marketing and Organizational Commitment had significant efect on the Customer Oriented Behavior.5. Labor-management Relations and Organizational Commitment had significant intervening effect on the Customer Oriented Behavior.6. Emotion Laboor had no significant effect on the Customer Oriented Behavior.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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