A Study on the Competence for the 1999 Citizen Hotline Customer Service Representative.

• Main Authors: Chih-Wei, Wang, 汪芷瑋
• Other Authors: Neng-Tang, Huang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/51018971941276575994

碩士 === 國立臺灣師範大學 === 工業科技教育學系 === 97 === The purpose of this study was to explore the competence for the 1999 citizen hotline CSRs. In this thesis, literatures review and expert interviews were applied to construct the theoretical foundation and framework of competence. The questionnaire was verified by the experts before submitting to the subjects. Among 144 questionnaires sent to Taipei City, Kaohsiung City, Taipei County and Miaoli County, a total 102 vaild questionnaires were collected. The return rate is 71%.All valid questionnaires were further analyzed with descriptive statistics, t-test, one-way ANOVA, and Tukey’s test comparison afterwards, this research finds results as follows: 1.The competence for the 1999 Citizen hotline CSRs includes 3 competence dimensions, 15 competence factors, and 65 behavior descriptions.;2.The highest factors of competence importance level is ” work ethics” under the self-concept dimension.;3.The lower factors of competence possession level is “interpersonal relationship” and “patience and carefulness” under the personal trait dimension.;4.In 1999 citizen hotline CSRs’ views, personal background variables, such as gender, position and experience would influence the evaluation toward the competence possession level.;5.In 1999 citizen hotline CSRs’ views, personal background variables, such as position, job tenure and experience would influence the evaluation toward the competence possession level.;6.In 1999 citizen hotline CSRs’ views, most of the behavior descriptions have significant differences between importance level possession level.