| Summary: | 碩士 === 長庚大學 === 管理學院碩士學位學程在職專班資訊管理組 === 99 === This study intends to use purposive sampling to conduct individual case interviews and founds its research on the action phase theory in exploring the customer service representatives’ adherence behaviors to the company policies. Based on the research conclusions, this study will present suggestions in the spirits that the customer service department of the information industry can (successfully) prompt the customer service personnel to achieve the corporate objectives outlined by the policy makers.
The research conclusions are as follows: According to the data and content analysis based on the data analysis checklist, the conversion chart and the cause-and-effect diagram, the study has arrived at the following deductions: (1) the information industry’s customer service representatives’ adherence behavior can be explained by the action phase theory; (2) This study has discovered ensuing phenomena worthy of further exploration: regarding policy target 2: the enhancement of customer service representatives’ personal professional capabilities (including product knowledge, verbal delivery, and crisis-handling) can improve the case handling capability so as to shorten the time spent on listening to or receiving the case while offering the customers effective solutions. As such, in cases of encountering new intentions that cannot be executed, alternative solutions --‘less planning’—will be in place. Regarding policy target 1: the reflection and inspection is not carried out during the ‘assessment stage’. Regarding policy target 2 & 3: the success of objective achievement is rarely examined during the ‘assessment stage’. (3) The study has discovered within one individual case that the customer service representatives have made an identification value judgment of the target based on experience and may to certain degree abandon the original target, establish new target, and proceed with accomplishing the target.
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