人格特質與領導風格對員工工作投入之影響─以客服中心為例

The effects study of agents’ personality on job involvement which is under his direct manager’s leadership style – focus on call center industry

錢芷珍(Tzu-Chen Chien)

指導教授 ： 邱光輝

國立臺北大學/商學院/企業管理學系/碩士(2011年)

摘要

本研究旨在探討客服中心人格特質是否會影響員工的工作投入，及在不同的領導風格之下是否會影響員工的工作投入。藉以了解個人特質的差異，可透由何種適宜的領導，能激勵員工保持在最佳的心理狀態，產生良好的服務態度和熱忱，以利未來客服中心客服人員管理模式的參考。

本論文以問卷調查進行研究，共發出163份問卷、有效回收104份。採用 SPSS 統計分析，針對樣本以信度分析、描述性統計、因素分析，相關分析、t 檢定分析及單因子變異數分析等方法進行分析。彙整結果及建議如下：

1. 工作投入構面中的工作承諾和工作意願與仁慈領導風格呈現正相關。
2. 威權領導與工作意願雖不具統計上差異性，但從結果判斷仍可得知呈現負相關，亦即越是管控、要求、督促員工，將會影響其工作意願。
3. 年資與領導風格和工作投入雖無統計上差異，但值得一提均為負相關。
4. 職務與領導風格皆呈現負相關且有統計上差異。

建議一般公司在招募客服中心員工時，除了希望能重視篩選符合客服人員的人格特質之外，更重要的是如何讓新進人員能夠順利渡過教育訓練的考驗到成為一位專業的客服人員，其間的養成和管理更加需要被高度的重視和執行。

關鍵字

客服中心 ； 人格特質 ； 領導風格 ； 工作投入

並列摘要

The study is focused on the personality of Agents in the call center and tries to understand the correlation between Agent’s job involvement and his direct manager’s leadership style. It is very important for the people management in call center. As a leader, how to perform appropriated leadership to encourage agents keeping their passionate service attitude and deliver high quality of performance to customers is the very key success factor.

This research was completed by using questionnaire. Totally, 163 questionnaires were sent out and return 104 valid questionnaires for analysis. In the study, research method included reliability analysis, descriptive statistic analysis, factor analysis, correlation analysis, independent samples T test analysis, single factor variables analysis and SPSS for windows is used as analysis tool.

There are several conclusions in this study as follow:
1. The job involvement included two factors of commitment and work willingness and benevolent leadership are positively correlated.
2. The paternalistic leadership are negatively related with working willingness.
3. Although the seniority of individual demographic characteristics and job involvement are not significant difference, but the trend are toward to negatively relation.
4. Job position and leadership are negatively correlated as well.

It is important to get highly attention and support from management team to escort the right person start from recruiting process, and also to sustain the people retention from training period, getting job on board and become a professional Agents.

並列關鍵字

call center ； personality ； leadership ； job involvement

參考文獻

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