| Summary: | 碩士 === 國立中興大學 === 企業管理學系所 === 97 === With the competition in the service industry is fiercer and fiercer, many companies have set up customer service department or outsourced call center to enhance their capability of customer relationship management. To offer quality service, how to select good customer service representatives is the important issue that companies need to concern. Nowadays, although many companies have relied on interview to select new customer service representatives, there are still no specific open–ended interview questions to examine applicants'' emotional intelligence. Besides, the prevailing interviewing questions adopted by companies are in lack of validity and reliability. Hence, there are two parts of the study; the first part is designed to develop the open-ended interview questions of emotional intelligence and to examine whether we can understand the applicants’ emotional intelligence by means of computer-assisted interview. The second part is to examine whether we can understand the applicants’ emotional intelligence through face-to-face interview. Further, we compared situational interview with pattern-behavior description interview to determine which method is better in terms of criterion-related validity for emotional intelligence.
The experiment is conducted in this study. There are two hundred and twenty-one students in the study one and twenty students in the study two. The former valid responded rate are: the basic data of sample 91.9%, WLEIS 91.5%, WEIS 88.2%, Big-five 79.6% and interview answer sheet 86.7%,the latter valid participated rate is 100%.The results show that using computer-assisted and face-to-face interview are surly can understand the applicants’ emotional intelligence. In the structured interview, pattern-behavior description interview may have the better criterion-related validity for emotional intelligence.
As a result, this research suggested that when companies have to select new customer service representatives, they can choose either computer -assisted or face-to-face interview that can depend on their selecting scale and selecting budget.
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