本研究目的旨在探討不同背景變項之中華電信客服人員與休閒阻礙、休閒協商相關情形;不同背景變項之中華電信客服人員與休閒阻礙因素預測休閒協商之情形。問卷調查以101年仍在中華電信123業務台、128網路障礙台與412網際網路障礙台服務之客服人員為對象,以普查法發放問卷285份,回收有效問卷282份,有效回收率為99%,回收資料透過SPSS for Windows15.0進行資料分析,主要以描述性統計、史比爾曼等級相關及階層式迴歸三種統計方法進行分析。研究發現中華電信客服人員以26-30歲的女性居多,且年資皆以1-2年為主,主要的休閒阻礙以「時間阻礙」最大,休閒協商以「人際協商」為主要選擇,不同背景變項與生理阻礙能顯著預測時間協商及人際協商,且為負向影響;金錢阻礙能顯著預測金錢協商、時間協商及人際協商,且為正向影響。建議企業可改善工作環境、排班狀況及發展休閒環境,提升客服人員參與休閒意願;客服人員可多使用公司所提供的休閒設施及安排時間運動與休息。
The purposes of this study were to explore the relationship between leisure constraints and leisure negotiation, and how leisure constraints predict leisure negotiation among call center employees in Chunghwa Telecom. The scales of leisure constraints and leisure negotiation were used to survey among call center employees in Chunghwa Telecom. Out of 285 questionnaires, there were 282 valid responses. The effective responding rate was 99%. The collected data were analyzed using SPSS for Windows15.0. Three statistical methods of descriptive analysis, Spearman rank order correlation coefficient and hierarchical multiple regression were applied in this study. The research findings revealed that most call center employees were 26-30 years old female, with 1-2 years work experience. The main leisure constraints encountered was “time constraints.” The main leisure negotiation strategy used was “interpersonal coordination.” Variables of different background and physiological constraints could significant and negatively predict time management and interpersonal coordination. Financial constraints could significantly and positively predict financial negotiation, time management and interpersonal coordination. This research recommends that companies improve the work environment, rotation schedule and development of leisure environment. The call center employees can also use the leisure facilities of the company and arrange time for exercise and rest.