人力資源部門內部服務品質因子及其與組織績效之關係：中高階主管觀點

Internal Service Quality Factors of Human Resource Department and their Relationships with Organizational Performance: Top and Middle Managers' Viewpoints

溫金豐(Jin-Feng Uen) ； 王秉鈞(Bin-Jinn Wang) ； 陳文芳(Wen-Fang Chen)

《人力資源管理學報》 5卷2期 (2005/06) Pp. 39-66

https://doi.org/10.6147/JHRM.2005.0502.03

摘要

內部服務品質是一個重要的議題，人力資源的主管和專業人員要改進內部服務的品質，必須瞭解他們的顧客對於內部服務的認知與態度。本研究是以顧客導向為基礎的，希望經由內部顧客的看法去評估人力資源部門的服務。研究發現，企業主管們對人力資源部門所期望的主要服務品質因素有「創新」、「週延性」、「解決問題」、「可靠性」、「積極性」、「結構與控制」、「實體資源」以及「專業能力」等八項因素，而「週延性」和「專業能力」是企業主管們認為最重要的二個變項，也是主管們的期望與實際情況差距最多的二項，他們對於人力資源部門在「可靠性」方面，有較高且一致的評價。另外，「結構與控制」和「可靠性」對組織的績效有很重大的影響力；本研究也發現，就二種服務品質模式對組織績效的預測力而言，採用「直接績效評量模式」的內部服務品質衡量對管理績效與市場績效的解釋能力皆優於「績效與期望差距模式」。

關鍵字

人力資源管理 ； 內部服務品質 ； 內部行銷 ； 組織績效

並列摘要

The management of internal service quality is a critical issue. If managers and specialists of human resource want to improve their internal service quality, they must understand the internal service quality factors which their customers consider important. This study assessed the human resource services quality through viewpoints of the internal customers, the managers in the organizations. It is found that the service quality factors which managers expected were: ”innovation,” ”completeness,” ”problem solving,” ”reliability,” ”aggressiveness,” ”structure and control,” ”physical resources,” and ”professional ability.” From the results, we found the completeness and professional ability were the most important two factors to the managers investigated. Managers also indicated that these two factors had the largest gaps between the real and expected levels. Most of the respondents thought the reliability was good for their HR departments. In addition, structure and control, and reliability of HR service had significant impacts on the organizational performance. Comparing the ”Direct Evaluation Model” with the ”Gap Model” of the internal service measurement, the first one had better explaining power to both management and market performance of the organizations.

並列關鍵字

human resource ； internal service quality ； internal marketing ； organizational performance

參考文獻

Berry, L. L.(1981).The employee as customer.Journal of Retail Banking.3(March),33-40.

Berry, L. L.,Parasuraman, A.(1991).Marketing services: Competing through quality.New York:The Free Press.

Berry, L. L.,Zeithaml, V. A.,Parasuraman, A.(1985).Quality counts in services, too.Business Horizons.May-June,44-52.

Boulding, W.,Kalra, A.,Staelin, R.,Zeithaml, V. A.(1993).A dynamic process model of service quality: From expectation to behavioral intentions.Journal of Marketing Research.30(February),7-27.

Brooks, R. F.,Lings, I. N.,Botschen, M. A.(1999).Internal marketing and customer driven wavefronts.The Service Industries Journal.19(4),49-67.