電話行銷業務在市場上存在已久,也因為時代環境之變遷,市場上對產品之服務及功能多方面之要求,隨著不同市場需求,而有不同階段之演進,亦使得電話行銷業務之範圍及功能,逐漸擴及更多之產品,如通訊業、保險業、金融業、網路教學業及圖書事業等等,此時更將電話行銷業務之作業領入另一個階段。近年來客戶關係管理(Customer Relationship Management )已被廣泛的討論,同時更因顧客關係管理逐漸受企業之重視,在客戶服務中佔重要一環之電話行銷業務勢必將會有所影響,而這些因素是否也將使得電話行銷人員在企業之地位重新調整。 本研究之主要目的為探討”電話行銷人員”之內外控人格特質、工作特性及組織承諾三者之關係研究分析。因此在本研究中,會針對具有內外控人格特質對五種工作特性及組織承諾的影響以及金融業與通訊產業之內外控人格及組織承諾之關係進行分析。
Telemarketing has been in the market for long. Transformations emerge due to different demands in services and functions of products. When expanding to other areas, such as communication, insurance, financing, e-learning, and publishing, etc., telemarketing has entered a new era. Also, customer relationship management is a buzz phrase recently. Because customer relationship management has increasingly received more attention by enterprises, this concept will surely both play a role in telemarketing, and affect the importance of telemarketing personnel. The main aim of this research is to probe into the relationship among internal-external control, characteristics of work, and organizational commitment. Based on the sample of telemarketing personnel from communication and financial industry, this research tries to understand how internals and externals with different contents of jobs would change their organizational commitment. Hence, this research will talk about not only the effect of internal-external has on 5 job characteristics and organizational commitment, but also the relationship between internal-external control and organizational commitment in financial and communication industries.