The Working Dilemma of Network Maintaining Staff in Chunghwa Telecom

• Main Authors: Jung-Mu Chuang, 莊榮木
• Other Authors: Chi-Shiun Lai
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/yd7366

碩士 === 國立雲林科技大學 === 企業管理系 === 104 === With the development of technology, the customer service provided in the telecommunication market has rapidly transformed from a single aspect into various dimensions. The continuing network construction provides customers with high-quality telecommunication service. Hence, the role of the first-line network maintaining staff becomes significant. Once much more value-added service extended through the network, the issue of sufficient professional abilities of network maintaining staff emerges as well. Various complicated problems occurs during the maintaining process and perplexes network maintaining staff. Therefore, improving the professional abilities of network maintaining staff and solving difficulties they face during the maintaining process are both important and urgent tasks. This research adopts in-depth interview to comprehend the thoughts of network maintaining staff and to explore their working dilemmas. This research investigates and analyzes workable methods to assist network maintaining staff confronting tasks and to eventually fulfill customers’ satisfaction. This research expects to present Chunghwa Telecom with multi-dimensional practical suggestions. Moreover, the result of the study aims to make the service provided by network maintaining staff meeting customers’ requirements and achieving their higher satisfaction, and to decrease the level of inconvenience from network usage. We hope that this research not only is the foundation for continuing related studies but contributes to both practical and academic areas. Key words: network maintaining staff, working dilemma, coping strategies