高績效服務人員之人格特質研究－以屏東P百貨公司第一線服務人員為例

人格特質是個體對人對事的態度和行事風格的綜合表徵。在服務體驗過程中，服務人員和顧客的人際關係交流涉及雙方主觀的感知價值，不同人格特質用不同的方式傳遞服務體驗，將產生不一樣的績效。人類透過語言與分類來認知世界，人格受社會文化的影響深遠。中國文化重人際關係、重倫理、講人情、愛面子、順天命、談緣份等，這些都與西方價值觀不相同。榮格(Carl G.. Jung )人格理論將個體以感覺、直覺、思維、情感四類，再分內、外向共8種類型；本研究依易經哲理將個體以三爻構(動能、判讀、行為)六大因素(陰、陽、剛、柔、實、虛)進行2 × 2 × 2顯性特質分類，產生天、澤、火、雷、風、水、山、地卦，共8種人格類型，更能細膩描述個體人格差異。本研究「人格特質八卦類型量表」測量的結果，發現高績效人員中94％呈現務實、積極特質(屬天卦、火卦、風卦和山卦型)，70％人員呈現超圓融級人格特質，推論務實和超圓融人格特質為百貨業高績效第一線服務人員的特質。八卦類型為個體先天特質有其穩定性，不易改變；圓融度級別為處事能力，可經由後天學習和歷練改變，有其可塑性。每個人格類型皆有其潛能，建議選才選樂之者，因才施教，育之「剛柔並濟、情理兼顧，知進退、明表裡、勇取捨、知輕重」易經八卦六十四個智慧之道，期能樂於工作，創造高績效。

關鍵字

人格特質；高績效；人格特質八卦類型；易經八卦

並列摘要

Characteristic is the synthetic representation of an individual’s attitude toward different events and one’s style of handling matters. Therefore, when the frontline staffs with different characteristics offer dissimilar service experiences to the customers, the sales performance differs with one another. Human beings perceive the world through language and categories, and the characteristics of human beings are influenced by the social culture. In Chinese culture, concept of value including relationships, ethics, sympathies, fate and destinies are considered more crucial than that in Western culture. In this research, psychological types are re-categorized using the three “Yao” (movement, judgment, and action), and the six elements (Yin and Yang, Hard and Soft, Solid and Void) in “I Ching”, creating the eight trigrams: “Tian” (Heaven), “Ze” (Lake), “Huo” (Fire), “Lei” (Thunder), “Feng” (Wind), “Shui” (Water), “Shan” (Mountain) and “Di” (Earth). By using these eight trigrams, the differences between characteristics could be more finely depicted. In this research, when using the “Bagua Characteristic Scale” to analyze the personalities of the high-performance frontline staffs, 94% of them showed pragmatic and positive traits that belongs to “Tian” (Heaven), Huo (Fire) , Feng (Wind) , and Shan” (Mountain) trigrams. Correspondingly, 70% of them showed highly harmonious personality traits. Thus these traits are inferred as key characteristics of high-performance frontline staffs. Though human’s personality traits are mostly considered stable and unchangeable, characteristics could still be slightly altered through constant learning and experiencing.