| Summary: | 碩士 === 國立東華大學 === 國際企業學系 === 101 === In conformity with the competition for globalization, and the plural development ofindustry and work style, despite the fact that all trades and professions are active in their technical constant ' innovation ' and tenaciously defend their core competence, ' elasticity ' isactually the main focus of development that an enterprise uses to adapt to its environmentalchanges.Human resources are invisible resources in an organization and are also its mostimportant assets. The good or bad of the workers' quality of performance not only directlyinfluences the business development of the company and its management result but alsoindirectly influences the enterprise's brand image.
In recent years, in order to deal with industry's drastic changes and competition, the enterprise's manpower uses are becoming more flexible. Thus, the atypical employment type has arisen with the tide. The job market's ecological change in Taiwan is also very fast. Inorder to reduce the huge personnel cost, the enterprises and public sectors which require alarge number of intensive labor devote their limited resources to the most competitive coredepartments and empower professional human resources companies to manage their non-corevocational work manpower. However, the high flow rate of dispatched manpower results in anenterprise's productivity and service quality falling as well as the training cost rising.Therefore, how to find the dispatched manpower which can cater to an enterprise’s expectationand has high stability and has strong retention intention, it will be the important subject to theenterprises.
This research used the dispatched manpower in the customer service department ofChunghwa Telecommunication Company as the objects of study. This research collected the materials by using questionnaires and hoped to probe into the retention intention through theperformance characteristics of customer service from the managing aspect. This research alsoinvestigated an enterprise’s organization culture and the influence of the interrelation ofindividual personality characteristics so that it can be used as a management reference whenthe enterprises and public sectors recruit dispatched manpower. For this research, 600questionnaires were distributed, 558 questionnaires were retrieved effectively, and theeffectiverate of retrieval was 95.22%.
The research found the following through an empirical study: First, a skill variety ofwork characteristics and performance have a positive influence toward a worker’s retentionintention; the individuality has no obvious influence toward a worker’s retention intention.Second, the correlation of a supportive organization culture and a skill variety of workcharacteristics, individuality, performance, has a positive effect. Third, the correlation of personality characteristics with a tendency of external control and a skill variety of workcharacteristics, performance, has a positive effect toward a worker’s retention intention. But,the correlation of the individuality and personality characteristics with a tendency of external control has no obvious effect toward a worker’s retention intention.
Keywords: Dispatched Manpower, Work Characteristics, Organization Culture, Personality Characteristics, Retention Intention.
|
|---|
