顧客服務接觸與員工工作壓力關係之研究

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题名:	顧客服務接觸與員工工作壓力關係之研究
作者:	黃麗靜
贡献者:	企業管理學系企業實務管理數位學習碩士在職專班
关键词:	顧客服務接觸工作壓力
日期:	2010
上传时间:	2011-10-31 13:48:03 (UTC+8)
摘要:	在變化萬千的環境中，企業為了建立長久穩健的經營與提升本身之市場競爭優勢，往往重視與顧客間維持良好關係，致力於改善第一線服務人員之服務水準與品質，且許多文獻與研究多半闡述了解顧客所能帶來的正面意義與價值。然服務主要由人員傳遞，當第一線服務人員接觸顧客時，會面對各式各樣不同的情境，需要的是不同的應對方式與話術，且由於顧客對企業的印象和評價多半是經由所接受的服務之滿意度來判斷，在消費者意識抬頭的今天，逐漸形成第一線服務人員之工作壓力。因此，本研究主要在探討於服務背後，其所帶給第一線服務人員的負面影響，期望企業亦能正視員工問題，顧及員工感受。本研究旨在探討顧客服務接觸與員工工作壓力之間的關係，主要以金融業為研究產業，分行第一線服務人員為研究對象，採用便利抽樣方法，以結構式實體問卷為資料蒐集工具，共發出280份問卷，回收254份，有效問卷共242份，回收率為86.4%。研究結果顯示，顧客服務接觸與員工工作壓力呈正相關，支持本研究之假設，另根據研究結果，提出理論與實務意涵。 In order to build up long-lasting and stable-running business, as well as uplift marketing competitive advantages in the rapid change’s environment, enterprises are specially to take account of the relationship with customers, focus on the improvements of service level and quality among its first-line service staff. Moreover, most of docu-ments and researches are also discuss the importance and value of understanding cus-tomers. However, service is mainly delivered by people, when the first-line service staff deal with different customers, they will encounter various scenarios, using unlike social skills or scripts accordingly. And, since customers’ satisfaction and judgments among enterprises usually come from the service, resulting certain unavoidable job stress for the first-line service staff. Therefore, the study is to discuss the negative influences as the people serving, expecting enterprises can also face the situation and give extra con-siderations to these employees. The purpose of the thesis is to investigate the relationship of service encounter with customer and employee job stress. Using convenience sampling method and structured questionnaires, a total of 280 questionnaires were distributed and 242 valid ones were returned. The research results show that the relationship of service encounter with cus-tomer is positively related to employee job stress, which supports our hypothesis. Theo-retical and practical implications are also discussed.
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