Discussion of work stress, quality of work life and intention to stay of labor outsourcing members – Take members of 104 call center of Chunghwa Telecom Northern Taiwan Business Group for example

• Main Authors: YOU TZAI SHENG, 游再生
• Other Authors: 林定玉
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/91604827913576566366

碩士 === 佛光大學 === 管理學研究所 === 95 === Abstract In order to strengthen the competitiveness under the severe environment change, the industries adopt the outsourcing strategy in droves to lower the manpower cost. 104 call center of Chunghwa Telecom serves 24 hours a day, 7 days a week without cease which costs fairly astonishing manpower cost devoted, therefore, under the consideration of cost and trend, it will be concentrated to operate in Yilan operation bureau for the fairly lower cost of the local land and manpower. The operation of call center is a non-stop and extremely toilsome work, therefore, through this research, it is hoped to draw mutual attention of the benefits of labor outsourcing members from the industry and the undertaker, in addition, the situation of outward migration after the start of the transport service of Peiyi freeway shall be investigated through the intention to stay survey and hopefully that the resignation incident can be reduced. The research takes all members in 104 call center of Chunghwa Telecom Northern Taiwan Business Group, 228 people in total as survey targets of the questionnaire. The methodology of questionnaire is adopted as the collected data are statistically analyzed through SPSS for windows. The applied statistics methods include: descriptive statistics, reliability analysis, T-test analysis, One-Way ANOVA, factor analysis, Pearson’s product moment correlation coefficient, regression analysis, etc. In the aspect of work stress, it is found that among all the dimensions, the measured average is lower than intermediate value except anxiety. As the measured averages of items of qualify of work life, intention to stay and the opportunity to leave the job to look for work opportunity in other places after the service start of Peiyi freeway are higher than the intermediate value. Also, in the aspect of relevant analysis, except for “low self-esteem”, all the other dimensions have obvious negative relation with intention to stay; all dimensions of quality of work life have obvious positive relation with intention to stay as those of the work stress have obvious negative relation with quality of work life. It is learned from further stepwise regression analysis that there are 2 variables which influences intention to stay, the first one is the “anxiety” dimension, negatively influencing the work stress as the second one is the additive “work content” dimension of qualify of work life. The concentrated outsourcing under the consideration of the regionalism of the labor outsourcing is to lower the industrial cost and create the competitive advantage. Internal stability can be enhanced through this research to strengthen the application of this strategy to create the win-win situation between the industry, labor outsourcing undertaker and its members.