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一線人員職能評鑑量表之建立 = Competency Scale for...

國立高雄大學經營管理研究所

一線人員職能評鑑量表之建立 = Competency Scale for Frontline Employees in Service Industry

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Competency Scale for Frontline Employees in Service Industry
作者:	熊筱文,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2012[民101]
面頁冊數:	54面圖，表格 : 30公分;
標題:	一線人員
標題:	frontline employee
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/27830058892448525454
附註:	參考書目：面31-35
附註:	106年10月31日公開
附註:	含附錄
摘要註:	本研究主旨在於建立在高顧客涉入型服務業之一線人員(Frontline Employees)職能評鑑量表和探討一線人員所應具備的職能與服務品質構面的關聯性。研究方法分為三個階段並採獨立的樣本各別進行。研究一採用來自一線主管和顧客的樣本進行「探索性因素分析」(Exploration Factor Analysis, EFA)，其目的在於篩選出重要的一線人員職能。研究二則收取來自一線人員的樣本進行「驗證性因素分析」(Confirmatory Factor Analysis, CFA)，其目的在於檢驗職能架構的配適度。得出一線人員職能評鑑架構後，研究三以顧客的角度來討論一線人員職能的表現與顧客所感受到的服務品質間的關聯性。此研究發現不僅指出在高顧客涉入型服務業之一線人員的重要職能，也提供主管與相關組織進行以職能導向的員工甄選與訓練課程方向的設定，使組織能同時達到促進招募人員和員工個人績效提升的運作效率。 This paper aims to construct a competency scale for frontline employees (FLEs) in the high degree of customer involvement service, and discuss what competencies qualified by FLEs can improve customer’s reflection on service quality. Measurement was developed in three different studies using different samples. The goal of Study 1 is primarily concerned with identifying the underlying competences structure of FLEs by utilizing exploration factor analysis (EFA) and gathering samples from frontline managers and customers. Study 2 is conducted confirmatory factor analysis (CFA) with frontline employee sample to examine the goodness-of-fit of the competencies measure. Final study tries to figure out the relationship between service competencies and perceived service quality from customers' aspects. The finding of this paper not only shows the competencies required by this workplace but provides employers and organizations with the guideline for formulating the programs of competency-based employee selection and training. In this way, companies can improve their business efficiency during recruitment stage and raise organizational performance at the same time.

一線人員職能評鑑量表之建立 = Competency Scale for Frontline Employees in Service Industry
熊, 筱文

一線人員職能評鑑量表之建立 = Competency Scale for Frontline Employees in Service Industry / 熊筱文撰 - [高雄市] : 撰者, 2012[民101]. - 54面 ; 圖，表格 ; 30公分.
參考書目：面31-35106年10月31日公開含附錄.
一線人員frontline employee

一線人員職能評鑑量表之建立 = Competency Scale for Frontline Employees in Service Industry
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