研究生: |
陳舲溪 |
---|---|
論文名稱: |
企業內部教育訓練服務品質之研究 |
指導教授: |
黃能堂
Huang, Neng-Tang |
學位類別: |
碩士 Master |
系所名稱: |
科技應用與人力資源發展學系 Department of Technology Application and Human Resource Development |
論文出版年: | 2008 |
畢業學年度: | 96 |
語文別: | 中文 |
論文頁數: | 98 |
中文關鍵詞: | 服務品質 、內部服務品質 、教育訓練 、人力資源管理 |
論文種類: | 學術論文 |
相關次數: | 點閱:188 下載:0 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
本研究旨在了解公司教育訓練內部服務品質之現況,並探討不同背景變項的員工,對教育訓練內部服務品質感知上是否有差異,以及受訓員工實際感知之教育訓練服務品質與人力資源人員對教育訓練服務品質之感知是否有差距;透過個案研究方式,對M公司實施問卷調查,共發320份問卷,有效問卷回收率為94%。經資料整理與統計分析後(t檢定、單因子變異數分析),本研究所獲得結論如下:
一、服務年資不同之員工,對教育訓練服務品質之認知在可靠性以及保證性上有顯著差異;在可靠性上,一年至三年以上的服務年資高於一年以內服務年資,一年至三年以上的服務年資高於五年至十年以上;在保證性上,一年至三年以上的服務年資高於三年至五年以上。
二、最後受訓日期不同之員工,對教育訓練服務品質之認知在反應力上有顯著差異。
三、職務類別不同之員工,對教育訓練服務品質之認知在同理心上有顯著差異;在同理心上,研發人員高於推銷人員。
四、個案公司中人力資源人員對教育訓練課程服務品質之認知與受訓員工實際感受之教育訓練服務品質,在有形性、可靠性,反應力以及保證性上皆有顯著差異。
參考文獻
一、中文部份
王國展(2002)。「製造業直接人員教育訓練之探討」。元智大學管理研究所碩士論文,未出版,桃園。
朱志明(2005)。「壽險業務人員教育訓練與業務績效相關性研究:以某壽險公司為例」。佛光大學管理學研究所碩士論文,未出版,宜蘭。
吳美連,林俊毅(2002)。人力資源管理:理論與實務。台北:智勝文化事業股份有限公司。
吳俊緯(1997)。員工內部流動意願之研究。人力資源學報,第五期,95-112。
李祥林、林晉寬、莊寶鵬(1998),中小型專業服務組織之內部行銷作為,屏東科技大學學報,7(4),291-304。
李賜郎、朱素玥(2002),內部行銷之研究—以百貨業為例,國立台
中技術學院學報,3,287-299
李瑞華(2006),新世紀人力資源管理的角色調整與趨勢。台北市:天下文化書坊
李耀宗(2001)。「教育訓練與業務績效之相關性研究-以宜蘭地區壽
險業從業人員為例」。南華大學管理研究所碩士論文,未出版,嘉
義縣。
杉本辰夫(1986)。事務、營業、服務的品質管制。(盧淵源譯)。臺北市:中興管理顧問公司。
沈建華(1992),「台灣汽車工業中心衛星工廠制度中心工廠員工訓練體系之研究」,彰化師範大學工業教育研究所碩士論文,未出版。彰化。
余品嫻(1996),「政府部門中訓練評估之研究」,研考雙月刊,21(1) ,84-92。
林文政(2006)。人才管理不可不知的四大新挑戰。2006年8月3日。
取自http://www.104.com.tw/104hr/epaper_06.htm
林世泰(2003)。「企業內部服務品質對員工工作滿意度之影響研究─
以某個案公司為例」,中華大學科技管理研究所碩士論文,未出
版。
林昕逸(2006)。「壽險業內部服務品質、關係品質對組織承諾之影
響」。中國文化大學觀光休閒事業管理研究所碩士論文,未出版,
台北。
林孟儒(2004)。「內部服務品質評量基礎之兩岸員工工作滿意度差異
研究-以某電子組裝廠為例」。中華大學經營管理研究所碩士論
文,未出版,新竹。
易進忠(2002)。「內部服務品質之研究」。國立台北科技大學生產系
統工程及管理研究所碩士論文,全國碩博士論文資訊網,
091TIT00117045。
洪榮昭(2002)。人力資源發展-企業教育訓練完全手冊。台北:五南。
洪維賢(2001)。「教育訓練應用在人力資源管理部門之研究」。大葉大學企業管理學系碩士論文。未出版。彰化。
曹永輝(2007)關鍵數字--提升服務品質是企業關鍵競爭力,158 ,26。
張火燦(1998)。生產力的泉源﹣﹣人力資源的意義。技術及職
業教育,29(2)台北:教育部技術及職業教育司。
連珠碧(2005)。「企業訓練需求評估之研究—以國內證券投信投顧公會為例」,淡江大學科學管理研究所碩士論文,未出版,台北。
侯國樑(2002),「政府再造行政機關為民服務品質績效提昇策略之研究-從顧客導向觀點探討」,義守大學管理研究所碩士論文。
陳怡安(2003)。「內部服務品質對外部服務品質影響之探討─以銀行
業為例」。東華大學企業管理學系碩士論文。未出版。花蓮。
陳家聲(1999)。人力資源管理與勞動生產力。提昇勞動力躍昇新世紀研討會。2005年8月9日,取自http://www.asia-learning.com/chiashen/article/77418721/。
陳錦華(2002)。「組織內部服務品質對員工工作滿意度影響之研究-以稅捐處某單位為例」。國立成功大學企業管理學系碩士論文,未出版,台南。
陳姿妤(1997),「員工教育訓練成效評估之研究—以本國銀行業為
例」,國立中興大學企業管理研究所碩士論文,台中。
黃英忠(1989)。現代人力資源管理。台北:華泰。
黃英忠(1993)。產業訓練論。台北:三民。
黃啟漢(2005)。「台灣地區國際觀光旅館業教育訓練之實施及其滿意度之研究」,輔仁大學管理學研究所碩士論文,未出版,台北。
黃錫源(2004)。服務品質與品牌形象對顧客滿意度影響之研究-以大陸消費者為例。大葉大學企業管理學系碩士論文,未出版,彰化。
黃微媗(2004)。「航空公司內部服務品質與空服員服務行為關係之研
究」。中國文化大學觀光休閒事業管理研究所碩士論文,
全國碩博士論文資訊網,093PCCU1742005。
黃臺生、任可怡(1995),「中央政府機關訓練績效評估之調查分析」,
空大行政學報,3,227-251。
葉永明(2002)。該是重視學習的時候了。管理雜誌,6(312),8。
劉漢容(1996),品質管制,台北市,勝凱企業管理顧問有限公司。
楊錦洲(2000),「何為品質」,品質管制月刊,52-56 。
楊松德(1998),「企業訓練專業人員工作手冊」,台北:行政院勞工委員會職業訓練局。
戴幼農(1994),訓練成效評估。就業與訓練,1(4),55-60。
謝益銘(2000)。「員工工作標準化與公司內部服務品質關係研究」。中國文化大學國際企業管理研究所博士論文,未出版,台北。
謝耀龍、楊凌玉、陳怡賓(2001),「台灣壽險業務員教育訓練現況剖析」,壽險季刊,120,6-36。
簡建忠(1995)。人力資源發展。台北:五南。
二、英文部分
Anderson, C. and Zeithaml, P. (1984). Stage of the Product Life Cycle. Business Strategy & Business Performance. Academy of Management Journal, 27, 5-24.
Anderson, E. W. , Fornell, C. & Lehmann, D. R. (1994). Customer Satisfaction, Market Share, & Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53-66.
ASTD Professional Development Committee. (1979) . A Self-Development Process for Training & Development Professionals. Training & Development Journal, 33(5), 6-12.
Babakus, E. & Boller G. W. (1991). Empirical Assessment of SERVQUAL Scale, Journal of Business Research, 249(3), 253-268.
Barsky, J. D. & Richard, L. (1992) . A Strategy for Customer Satifaction. The Cornell Hotel & Restaurant Administration Quarterly, 5.66-71
Berger, L. A. (1980). A New Line for Training & Development: The Needs Analysis Survey. Personnel Administrator, 51-55.
Berry, L. L. (1981), The employee as customer, Journal of Retail Banking, 3(1), March, 25-28.
Berry, L. L. , Conant, J. S. & Parasuraman, A. (1991). " A Framework for Conducting a Service Marketing Audit," Journal of the Academy of Marketing Science, 19(3) 255-268
Brethower, K , & Rummler, G. , (1979) . Evaluating training.training & Development, 33, 14-22.
Bolton, R. N. & Drew, J. H. (1991). A Multistage Model of Consumer’s Assessments of Service Quality & Value. Journal of Consumer Research, 17, 375-384.
Cadotte, E. R. , Woodruff, R. B. & Jenkinds, R. L. (1987). Expectations & Norms in Models of Consumer Satisfaction. Journal of Marketing Research, 24, 305-314.
Campell, J. P., Dunnette, M. D., Lawler, E. E., & Weick, K. E. (1970),
Managerial Behavior performance & effectiveness, New York:
McGraw-Hall
Carman, J. M., (1990) “Consumer Perceptions of Service Quality: An
assessment of the SERVQUAL dimensions”, Journal of Retailing,
66, 30-31.
Chidester, J. (1995). Tailoring your survey, Credit Union Management,
18, 30-31.
Churchill, G. A. & Surprenant, C. (1982). An Investigation into to The Determinants of Customer Satisfaction. Journal of Marketing Research, 19, 491-504.
Czepiel, J. A. , Larry, J. & Debayo,A. (1974). Perspectives on Consumer Satisfaction. Chicago: American Marketing Association.
Czepiel, P. & Rosenberg, J. E. (1976). Product Performance & Consumer Satisfaction: A New Concept. Journal of Marketing, 40, 23-30.
David K. (1985). Expert Systems: Artificial Intelligence in Business, New York: Wiley, J.
DeSimone, R. L. & Harris, D. M. (1994). Human resource development. Fort Worth, Texas: The Dryden Press.
Engel, J. F. , Blackwell, R. D., & Miniard, P. W. (1986). Consumer Behavio (5rd) . New York: Plenum Press.
Erickson, R. C. & Wentling, T. L. , (1976). Measuring Student
Growth, Griffon Press.
Fornell, C. , Johnson, M. D. , Erson, J. C. & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, Purpose, & Findings. Journal of Marketing, 60, 7-18.
George, W. R. (1977). “The retailing of services – A challenging future”, Journal of Retailing, 3, 85-98.
George, W. R. & Grönroos, C. (1989). Developing customer-conscious employee at every level - Internal Marketing, in C.A. Congram, & M.L. Friedman, (Eds), Handbook of Service Marketing, AMACOM, New York.
Goldstein, I. L., (1980). Training in Work Organization. Annual Review in Psychology, 31, 25-30.
Garvin, David A. (1984) . What does product quality really mean? Sloan
management Review , 26(1), 15-43.
Gronroos,C. (1984). A Service Quality Model & its Marketing Implications. European Journal of Marketing, 18(4), 36-44.
Gronroos, C. (1990). Service management & marketing. Lexington, MA: Lexington Books.
Hallowell, R. , Schlesinger, L. A. & Zornitsdy, J. (1996). Internal Service Quality, Customer & Job Satisfaction: Linkages & Implications for management. Human Resource Planning, 19, 20-31.
Hemple, D. J. (1977). Consumer satisfaction with the home buying process: conceptualization & measurement. Marketing Science Institute, 6, 7-21.
Heskett, L. , Thomas, O. J. , & Leonard A. S. (1994). Putting The Service-Profit Chain To Work. Harvard Business Review, 72(2), 164-172
Howard, J. & Sheth, J. N. (1969). The Theory of Buyer Behavior. New York.
Hunt, H. K. (1977). CS/D-Overview & Future Research Direction: The Conceptualization & Measurement of Consumer Satisfaction
& Dissatisfaction, Marketing Science Institute
James, L. , Heskett W. Earl Sasser, & A. Schlesinger, (1994) “Putting the ServiceProfit Chain to Work,” Havard Business Report (March-April),582-593
Joseph, W. B. (1996), “Internal Marketing Builds Service Quality”, Journal of Health Care Marketing, 16(1), 54-59.
Kettinger, W. J. & Lee, C. C. (2002) .Pragmatic perspectives on the measurement of nformation systems service quality, MIS Quarterly, 8, 223-240.
Kirkpatrick, D. L. (1959a). Techniques for evaluating training programs: Part1-Reaction.Journal of ASTD, 13, 3-9.
Kirkpatrick, D. L. (1959b). Techniques for evaluating training programs: Part 2-Learning. Journal of ASTD, 13, 21-26
Kirkpatrick, D. L. (1960a). Techniques for evaluating training programs: Part 3-Behavior. Journal of ASTD, 14, 13-18
Kirkpatrick, D. L. (1960b) .Techniques for evaluating training programs: Part 4-Results. Journal of ASTD, 14, 28-32.
Krejcie, R. & Morgan, D. (1970). Determining sample size for research activities, Educational & Psychological Measurement, 30, 607-610.
Kotler, P. (1991). Marketing management (7th). Englewood Cliffs, NJ: Prentice-Hall.
Kotler, P. (1997). Marketing Management: Analysis, Planning, Implementation, and Control (9th). New Jersy: David Borkowsky, Marketing Management.
Kuei, C. H. (1999). Internal service quality-an empirical assessment.The InternalJournal of Quality & Reliability,16, 783.
Lethinen, U. & Lethinen J. R. (1991). Two Approaches to Service Quality Dimensions. Service Industries Journal, 11, 287-303.
Lewis, R. C. & Booms, B. H. (1983). The Marketing Aspects of Service Quality, in Emerging Perspectives on Services Marketi, Chicago: American Marketing, 99-107.
James, F. (1995). Rx for Turnover: Rete- ntion Programs that Work, The Cornell Hotel & Restaurant Adminis-tration Quarterly, 30(1).50-57.
James, L. , Thomas O. , Gary W. , Earl, J. & Leonard A. (1994). Harvard Business Review, March-April, 166-180,
Mafi, S. L. & Jacobs, R. L. (1998). HRD service-management model. Proceeding of the Academy of Human Resource Development. LA: Academy of Human Resource Development. 642-647
Mandy, R. W. & Noe, R. (1999). Human Resource Management. New York: Allyn & Bacon.
Marshall, G. W., Baker, J., & Finn, D. W., (1998). Exploring internal customer service quality. Journal of Business & Industrial
Marketing, 13(4), 381-392
Martin, M. & Jackson, T., (2000). Personnel Practice, (2nd), The Cromwell Press, UK: Beekman.
McDermott, C. & Michael, E. (1991). Quality & Service for Internal Customers, Training & Development Journal, 45(1), 61-65.
McGehee, W. & Thayer, P. W. (1961). Training in Business & Industry. New York: Wiley.
Mclagan, P. A. (1989). Models for HRD Practice, The American Society for Training & Development Journal, 43, (9).13-18.
Mels, G. (1997). The Dimensions of Service Quality: The Original European Perspective Revisited, Service Industries Journal, 17, 173-189.
Michael E. P. ,(1985), Competitive Advantage-Creatingand Sustaining Superior Performance, The Free Press, New York
Miller, J. A. (1977). Exploring Satisfaction, Modifying Models, Elicing Expectations, Posing Problems & Making Meaningful Measurements, Conceptualization & Measurement of Consumer Satisfaction & Dissatisfaction. Marketing Science Institute, 3(5) 72-91.
Nadler, L. & Nadler, Z. (1990). Developing Human Resource: Concepts & a Model, (3rd). San Francisco: Jossey-Bass.
Nadler, D. A. & Tushman, M. L. (1980). Managing Organizational Change: An Integrative Perspective. The Journal of applied Behavior, 17, 191-211.
Nadler, L. (1984). The Handbook of Human Resource Development. New York: John Wiley & Sons.
Nadler, L. & Nadler, Z. (1969). Developing human resources. Houston, TX: Gulf Publishing Co.
Nunnally, J. C. (1978). Psychometric Theory, New York, McGraw-Hill Inc.
O’Connor, M. & Delaney, C. (1996) Training for Organizations. Cincinnati, Ohio. South-Western Educational Publishing
Oliver, R. L. (1981). Measurement & evaluation of Satisfaction process in retail setting. Journal of Retailing, 57(3), 18-48.
Ostrom, A. & Dawn, I. (1995). Consumer Trade-Offs & the Evaluation of Services. Journal of Marketing, 59(1), 17-28.
Parasuraman, A., Zeithaml, V. A. & Berry, L. L., (1985). A conceptual model of service quality & its implications for future research. Journal of Marketing, 49(3), 41-50.
Parasuraman, A. , Zeithaml, V.A. & Berry, L. L., (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-40.
Parasuraman, A., Zeithaml, V.A. & Berry, L.L., (1985). A Conceptual Model of Service Quality & Its Implication for Furture Research. Journal of Marketing, 49, 41-50.
Pfaff, M. (1977). The Index of Customer Satisfaction: Measurement Problem & Opportunity, in The Conceptualization of Consumer Satisfaction & Dissatisfaction. Cambridge, Mass: Marketing Science Institute.
Pitt, L. F., Watson, R. T. & Kavan, C. B. (1997). “Measuring Information Systems Services Quality: Concers for a Complete Canvas”, MIS Quarterly, 1, 209-221.
Ronald , G. (2000). Measuring internal customer satisfaction. Managing Service Quality, 10 , 178-186.
Sasser, W. E. & Arbeit, S. P. (1976). Selling jobs in the service
sector. Business Horizons, 19(3), 61-62.
Sasser, W. E. , Olsen, R. P. , & Wyckoff, D. D. (1978). Management of Service Operations-Text, Case, & Reading. New York: Allyn & Bacon.
Snower, V. , Duffy, J. , Kilbourne, W. , Kohers, G. & Jones, P. (2001). The dimensions of service quality for hospitals: Development & use of the KQCAH scale. Health Care Management Review, 26(2), 47-59.
Spreng, R. A. , Harrell, G. D. & Mackoy, R. D. (1995). Service Recovery: Impact on Satisfaction & Intentions. Journal of Services Marketing, 9, 15-23.
Stephen, P. (1982). Management. New Yor: Prentice-Hall, Inc.
Tansuhaj, P., Randall, D. & McCullough, J. (1988), A service marketing management model:integrating internal & external marketing functions, The journal of service marketing, 2(1), 31-38.
Tse, D. K. & Peter, C. W. (1988). Models of Consumer Datisfaction Formation: An Extension. Journal of Marketing Research, 25, 204-212.
Van Dyke, T. P., Kappelman, L. A. & Prybutok, V. R. (1997). Measuring Information Systems Services Quality: Lessons From Two Longitudinal Case Studies, MIS Quarterly, 3(2), 61-79.
Wallace, M. J. , Crandall, N. F. & Fay, C. H. (1982). Administrating human resources: An introduction to the protession. N.Y.: Random House
Westbrooks, R. A. (1980). A Rating Scale for Measuring Product / Satisfaction. Journal of Marketing, 44, 68-72.
Worthen, B. R. & Sanders, J. R. (1987). Educational evaluation: Alternative approaches & practical guidelines. New York: Longman.
Zumbehl, R. K. & Mayo, R. E. (1994). “Customer focused quality for the
maintenance & repair of air force facilities”, Project Management , 25(1), 32-36.