| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 92 === Abstract
Peter Drucker (1999), a management master, points out that in the organizations of the 21st century, the most valuable assets of an organization are knowledge workers and the productivity of knowledge workers. Koch (1998) points out that exerting “80/20 Principle” to find out core customers, investing resource and service on those rare mass-customers who can create most profits, and cultivating the relationship of long-term strategies are the effective ways to increase profits instead of continuously looking for new customers. Telecom industry plays a very important role in the development of Taiwan economy. It is really a crucial issue for this case corporation to focus on how to keep mass-customers in the competitive environment. The cost strengths of customer loyalty come from the factors of men and the outcomes of the long-term mutual interaction between customers and employees. The input of outstanding human resource is the main indicator deciding whether an enterprise possesses competitive strengths or not. The employees serving enterprise customers are the front-line representatives of this case corporation approaching enterprise customers. Outwardly, these employees represent their company, and it goes without saying that the quality and work performance of the employees are very important to the enterprise.
The subject of the research is the present knowledge workers serving in the department of enterprise customers in this case corporation. Through the theories and concepts of literature review, the research uses individual attributes and knowledge workers’ management strategies as the independent variables and core competencies as the intermediary variables to explore the relationship among individual attributes, knowledge workers’ management strategies, core competencies and work performance. Among the totally mailed 603 questionnaires, there are 412 effective and available, and the effective return rate of questionnaires is 68.33%. After factor analysis, credibility analysis, variance analysis, correlation analysis and multi-regression analysis, here is the result of the research:
1. There is a positive significance among the research variables of the knowledge workers’ management strategies, the degree of the possession of core competencies and work performance.
2. There is a positive significance between the knowledge workers’ management strategies and the degree of the possession of core competencies: for example, “team encouragement” has the positive effect on “interpersonal competency,” “attitude competency,” and “profession competency,” and “company learning commitment” has the effect on “profession competency.”
3. There is a positive significance between the degree of the possession of core competencies and work performance: for example, “interpersonal competency” and “profession competency” significantly have the positive effect on “task performance,” and “interpersonal competency,” “attitude competency” and “profession competency” all significantly have the positive effect on “contextual performance.”
4. There is a positive significance between the knowledge workers’ management strategies and work performance: for example, “knowledge leadership” and “company learning commitment” significantly have the positive effect on “task performance,” and “knowledge leadership” and “team encouragement” significantly have the positive effect on “contextual performance.”
5. The knowledge workers’ management strategies have an influence on work performance through the intermediary variables, core competencies: for example, “company learning commitment” indirectly influences “task performance” through the intermediary variables “profession competency” and “team encouragement” indirectly influence “contextual performance” through the intermediary variables “interpersonal competency,” “attitude competency” and “profession competency.”
|
|---|
