The Relationships between Job Characteristics and Perceived Service Quality for Chunghwa Telecom Client Network Service Personnel ‐ Psychological Contract, Social Support as The Moderating Variables

• Main Authors: Ping-Hui Hsiao, 蕭炳輝
• Other Authors: Man-Chin Huang
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/r57cc6

碩士 === 淡江大學 === 企業管理學系碩士在職專班 === 104 === This study examines the response of Chunghwa Telecom Co., Ltd. to market competition. Chunghwa Telecom Co.,Ltd, customer-facing front-line client network service personnel. In addition to technical services to meet customers. But also interactive marketing to promote their products. Due to adjustments in client network service personnel, job characteristics may impact the perceived service quality. The client network service personnel uses social support and psychological contract as moderating variables to determine whether differences in the job characteristics impact perceived quality. And client network service personnel background variables whether the differences in the job characteristics do discussion. A survey was conducted at Chunghwa Telecom Taipei Branch Office. A total of 340 questionnaires were distributed, and 304 valid questionnaires were returned. Response data were statistically analyzed using SPSS software. The main findings are as follows: 1. client network service personnel adjustment-job characteristics and sub-facets of skill variety, task identity, task significance, task autonomy, and task feedback-significantly positively impacts perceived service quality. 2. client network service personnel with psychological contract does not moderate the relation between job characteristics and perceived service quality. 3. client network service personnel with its social support and sub-facet of supervisor support and coworker support does not moderate the relation between job characteristics and perceived service quality.