| dc.contributor.advisor | 蔡維奇 | zh_TW |
| dc.contributor.advisor | Tsai, Wei Chi | en_US |
| dc.contributor.author (Authors) | 張靖兒 | zh_TW |
| dc.contributor.author (Authors) | Jhang, Jing Er | en_US |
| dc.creator (作者) | 張靖兒 | zh_TW |
| dc.creator (作者) | Jhang, Jing Er | en_US |
| dc.date (日期) | 2010 | en_US |
| dc.date.accessioned | 29-Sep-2011 16:31:38 (UTC+8) | - |
| dc.date.available | 29-Sep-2011 16:31:38 (UTC+8) | - |
| dc.date.issued (上傳時間) | 29-Sep-2011 16:31:38 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0098355012 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/50737 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 企業管理研究所 | zh_TW |
| dc.description (描述) | 98355012 | zh_TW |
| dc.description (描述) | 99 | zh_TW |
| dc.description.abstract (摘要) | 儘管多數研究已證實顧客與員工特徵變數、以及交易情境因素會影響員工服務行為之展現，然而目前探討這些因素之間是否存在特殊的交互作用之相關研究仍相對缺乏。本研究除探討顧客外顯特徵 (如：顧客年齡、顧客穿著打扮)對於員工服務行為之影響關係外，同時，亦探討顧客要求與員工對顧客承諾，是否會干擾顧客外顯特徵與員工服務行為之間的關係。 本研究以中華郵政股份有限公司之第一線窗口服務人員與其互動之顧客為研究對象；首先，本研究先歸納中華郵政股份有限公司內部組織文件，並深度訪談2位具備服務經驗的第一線窗口服務員工與1位顧客，發展本研究之員工服務行為量表，並且實地蒐集中華郵政公司不同分局之100位顧客所填答之資料，以確認量表之信度與效度。再者，本研究延伸過去員工服務行為的研究，驗證顧客外顯特徵 (顧客年齡、顧客穿著打扮)對員工服務行為的影響，並在真實的服務情境中，檢視顧客要求與員工對顧客承諾的干擾角色。由74位第一線窗口服務員工與201位顧客中所蒐集之201筆交易層次資料，部分地證實本研究的假設。結果顯示在交易互動過程中，當顧客年齡愈高，員工會展現愈多良好的服務行為，且當顧客提出的要求愈多時，會削弱顧客年齡與員工服務行為之正向關係。 | zh_TW |
| dc.description.tableofcontents | 謝辭 I摘要 IIABSTRACT III目錄 V圖目錄 VI表目錄 VI第一章 緒論 1第一節 研究動機 1第二節 研究目的與重要性 6第二章 文獻探討 8第一節 員工服務行為的基本概念 8第二節 顧客外顯特徵與員工服務行為之關係 12第三節 顧客要求的定義及其干擾角色 15第四節 員工對顧客承諾之定義及其干擾角色 18第三章 研究方法 22第一節 研究架構 22第二節 研究樣本與施測程序 24第三節 研究變項與測量工具 31第四節 統計分析方法 39第四章 研究結果 40第五章 結論與建議 47第一節 結果討論 47第二節 理論與實務意涵 50第三節 研究限制與未來研究方向 53參考文獻 55附錄 66 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0098355012 | en_US |
| dc.subject (關鍵詞) | 顧客年齡 | zh_TW |
| dc.subject (關鍵詞) | 顧客穿著打扮 | zh_TW |
| dc.subject (關鍵詞) | 顧客要求 | zh_TW |
| dc.subject (關鍵詞) | 員工對顧客承諾 | zh_TW |
| dc.subject (關鍵詞) | 服務行為 | zh_TW |
| dc.title (題名) | 顧客外顯特徵對員工服務行為之影響： 顧客要求與員工對顧客承諾之干擾效果 | zh_TW |
| dc.type (資料類型) | thesis | en |
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