業務人員專業職能之研究-以發光二極體產業為例

A Study of Professional Competencies of Sales in LED Industries

蔡佳昇(Tsai Chia Sheng)

指導教授 ： 于俊傑

國立臺灣師範大學/科技學院/工業科技教育學系在職進修碩士班/碩士(2006年)

摘要

本研究旨在探討發光二極體產業業務人員之職能建立。採行文獻探討、行為訪談、問卷施測及統計分析，歸納之研究結果如下：
一、LED業務人員之職能特質量表，包含團隊合作、問題解決、分析思考、危機處理、主動機極、壓力適應、人際瞭解、負責任、人際溝通、創新求變、客戶服務、誠信正直、計畫組織、目標設定，共十四個職能構面。
二、男性構面中的認同度上皆較女性高，在職能構面中以問題解決、危機處理及目標設定在性別的考驗上有顯著差異。
三、不同年齡層對客戶服務與目標設定二項構面達到顯著。
四、不同教育程度者對客戶服務與計劃組織二項構面達到顯著。
五、不同職等者對團隊合作、問題解決、危機處理、主動積極、人際了解、負責任、創新求變及客戶服務等九項構面達到顯著。
六、不同業務年資在問題解決、創新求變與目標設定三構面上達到顯著。
七、職位判別模式：主管層次判別中，以分析思考、計劃組織、人際瞭解等構面為重要的要因；業務專員層次判別中，以人際溝通、客戶服務、危機處理等構面為重要的要因。

關鍵字

發光二極體 ； 業務人員 ； 業務主管 ； 職能

並列摘要

This breviary is for the purpose of researching the Light Emitting Diode (LED) industry sales’ characteristic and special attitude. They drew the different conclusions from the literature discussion, the behavior interviewing, the questionnaires and the statistical analysis as following:
1、The characteristics of the LED sales are including the team cooperation, the difficulties problem solving, the analytic thinking, the crisis management, active motivation, the stress adjusting, the interpersonal understanding, the responsibilities, the interpersonal communication, the creative, the customer service, the honor, the plan management, and the target hypothesis, which are total 14 main functions to complete the structure.
2、The difficulties overthrow, the crisis management and the goal hypothesis has been remarkable difference in the sex test. Normally, the male has the higher identification then female.
3、According to the disparity in age level, can find out two different well structures of the customer service and the target hypothesis.
4、It is achieved obviously on the customer services and the plan management by the different education level.
5、Different position at work has different solution on the team cooperation, the difficulties overthrow, the crisis management, the moving motivation, the interpersonal understanding, the responsibilities, the creative, and the customer service and so on.
6、The different of working seniority deserves the difficulties overthrow, the creative, and the target hypothesis as well.
7、Position differentiating: for the manager recognition, it should be taken at lease 3 main abilities of the analysis ponder, the plan management and the interpersonal understanding. For the sales recognition, the interpersonal communication, customer services and crisis management are the important conditions should be highly considered.

並列關鍵字

Illumination diode ； sales ； sales manager ； working characteristic and attitude

參考文獻

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