The Environmental Factors Affecting on Motivation to Training Transfer of Customer Service Representatives in Taiwan

• Main Authors: Hsieh, Hui, Shuan, 謝蕙萱
• Other Authors: Min-Hsun Kuo
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/20289910263644144241

碩士 === 元智大學 === 企業管理學系 === 92 === The study examined the relationships between motivation to training transfer of customer service representatives and the environmental factors, which are suggested in Holton et al.’s conceptual model of Learning Transfer System Inventory. The environmental factors include: supervisor support, supervisor sanctions, peer support, positive personal outcomes, negative personal outcomes, performance coaching and openness to change, which were hypothesized to influence the motivation to training transfer. From the literature review of call centers, job burnout level of individual CSR was hypothesized to influence the motivation and to produce a moderating effect on the relationship of environmental factors and motivation to training transfer. The population sampled in the study were CSR in charge of inbound service and effective sample size were 240. Multiple regression analysis showed that, besides supervisor sanction and negative personal outcome, the others have influences on motivation to training transfer. And the factor of burnout had moderating effect on personal-positive outcome, supervisor sanction and performance coaching.