A Study on the Work Identification of Outsourcing Employees─A Case of Central Customer Service Center of C Telecommunication Company

• Main Authors: Shuh-jen Yang, 楊曙禎
• Other Authors: Hui-Kuang Yu
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/85769995117486106756

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 99 === Due to the fierce competition, a large number of firms have begun to adopt approaches to decrease the uncertainty produced from the outer surroundings and increase their competitive advantages in hope of focusing on the core advantages as well as decreasing the cost with outsourcing in non-core sectors. Considering the manpower and cost of business performance, many firms have attempted to adopt outsourcings or go hand in hand with dispatch companies for their stationed staff in customer service centers although a customer service center is supposed to be the first-line window of a firm. The study aims to discover the variants that affect work identification through analysis and hence, to find the factors that can elevate the work identification of outsourcing employees of customer service. The research subjects are the outsourcing employees of the central customer service center of C Telecommunications. 219 questionnaires were delivered, of which 188 effective copies of questionnaires were returned. The return rate was 86%. The research results indicate that the motivation system, work security and the career development of an organization are all positively correlated to the work identification of the outsourcing staff of the customer service center. Key words: customer service center, outsourcing employees, work identification