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教育訓練、知識慣性、績效表現與顧客滿意度關係之研究 = Educatio...

國立高雄大學高階經營管理碩士在職專班(EMBA)

教育訓練、知識慣性、績效表現與顧客滿意度關係之研究 = Education and Training, Knowdledge Inertia, Performane And Customer Satisfaction Relationship：Kinmen County Fire Departmant : 以金門縣消防局為例

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Education and Training, Knowdledge Inertia, Performane And Customer Satisfaction Relationship：Kinmen County Fire Departmant
副題名:	以金門縣消防局為例
作者:	董必文,
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:	76面圖，表格 : 30公分;
標題:	金門
標題:	Knowledge Inertia
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/09478053879235223474
附註:	參考書目：面62-65
其他題名:	教育訓練知識慣性績效表現與顧客滿意度關係之研究
其他題名:	以金門縣消防局為例
摘要註:	為瞭解消防人員教育訓練需求，及長期累積之救災經驗，建置系統標準化，對災害搶救之助益，消防人員獲取知識後，是否能利用資訊科技來提升整體救災績效，也成為搶救過程的關鍵。消防人員將各種災害搶救知識加以整合、累積並成為未來搶救工作的知識，使救災知識成為面對各種災害時的有利工具，並依此提升績效表現，進而增加民眾對消防人員的滿意度。本研究將探討教育訓練、知識慣性、績效表現及顧客滿意度之關係納入研究，其研究對象為金門縣消防局消防人員，問卷共發放300份，有效的問卷數為297份，研究結果如下所示：1.透過教育訓練的方式，有助於消防人員績效表現的提升2.透過知識慣性，對於消防人員的績效表現有所幫助3.消防人員不會受到知識慣性的干擾，而改變教育訓練對績效表現的影響4.消防人員的績效表現讓民眾都有正向的評價5.消防人員會因接受教育訓練，增加績效表現，進而讓民眾對消防人員產生良好的滿意度6.不同消防背景而對教育訓練、知識慣性、績效表現及顧客滿意度產生部分的差異性根據上述結果，本研究提出幾點建議，加強專業訓練、強化團隊合作、增加經驗傳承等建議，作為相關單位之參考依據。 In order to understand how the training demand of the firefighters, relieving experience the firefighters had and standards of the constructive system affect the rescuing task. And whether the firefighters elevating the rescuing performance by information of technology after access the related knowledge or not has also become a critical point of rescuing process. Firefighters combine and cultivate various disaster rescue knowledge and make it becomes the knowledge for the rescue works in the future, which makes disaster rescue knowledge an advantageous tool when facing different kinds of disasters. Also, by it they improve their achievement performance, promoting the satisfaction that the general public holds for firefighters. This research is aimed to investigate the relationship between Training Program, Knowledge Inertia, Operating Performance and Customer Satisfaction. The research objects are the firefighters of Kinmen Fire Department. This research questionnaire issued a total of 300, recovery and effective questionnaire 297.The main results of this research are as follows: 1. Performance efficiency of fire fighters will be enhanced through education training.2. Knowledge inertia will contribute to performance efficiency of fire fighters.3. Fire fighters will not alter influence of different education training on performance efficiency due to knowledge inertia.4. Performance efficiency of fire fighters will win the public's positive evaluation.5. Firefighters will take the training and improve their performance and then make the public well satisfied with firefighters6. Different fire-fighting background will make slight difference in education training, knowledge inertia, efficiency of performance and customer satisfaction.The related departments may reinforce training program, increase team work and share experience according the research results.

教育訓練、知識慣性、績效表現與顧客滿意度關係之研究 = Education and Training, Knowdledge Inertia, Performane And Customer Satisfaction Relationship：Kinmen County Fire Departmant : 以金門縣消防局為例
董, 必文

教育訓練、知識慣性、績效表現與顧客滿意度關係之研究 = Education and Training, Knowdledge Inertia, Performane And Customer Satisfaction Relationship：Kinmen County Fire Departmant : 以金門縣消防局為例 / 董必文撰 - [高雄市] : 撰者, 2012[民101]. - 76面 ; 圖，表格 ; 30公分.
參考書目：面62-65.
金門Knowledge Inertia

教育訓練、知識慣性、績效表現與顧客滿意度關係之研究 = Education and Training, Knowdledge Inertia, Performane And Customer Satisfaction Relationship：Kinmen County Fire Departmant : 以金門縣消防局為例
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