The Effects of Job Stress on the Working Achievements for the Employees at Customer Service Department

• Main Authors: Weng, Yu-Ting, 翁郁婷
• Other Authors: Wu, Wei-Ming
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/43x6s2

碩士 === 國立高雄第一科技大學 === 運籌管理系企業管理碩士專班 === 105 === In an era where consumer awareness is on the rise, many enterprises consider the customer feedback on overall service quality to be at the heart of overall operations to stay competitive. To provide correct and reliable product-related information, a customer service center is established with a focus on the people-oriented approach; however, customer service employees face pressure from customers and other aspects. For the purpose of improving service quality, it makes sense to explore the correlation between the sense of achievement at work and the overall work value. Adopting the customer service employees of a telecommunications company in southern Taiwan as the object of study, the research analyzed the influence of overall work pressure on the sense of achievement at work through convenience sampling and a questionnaire survey. The data of the questionnaire survey were analyzed and tested through descriptive statistics, analysis of variance, Pearson product-moment correlation analysis, and regression analysis using SPSS 19 to explore the correlation between the customer service employees’ work pressure and the sense of achievement at work. According to the results of the analysis, the pressure correlates significantly with the customer service employees’ sense of achievement at work under different demographics. It is recommended that enterprises establish a sound incentive mechanism, adjust performance goals in a timely manner, and provide more stress-relieving channels to improve the customer service employees’ sense of achievement at work and reduce their work pressure. The research may be referred to by related industries for the purposes of managing human resources and improving the overall service quality and customer service employees’ commitment to their work.