Re: [請教] 有關人資論文的摘要

看板ST-English (英文科技寫作)作者hughes0305 (轉不動的音樂盒)時間15年前 (2009/07/08 23:21)推噓1(1推 0噓 0→)

留言1則, 1人參與討論串2/2 (看更多)

※ 引述《sandone (開展新頁)》之銘言：隨著服務產業的競爭日趨激烈，許多企業紛紛開始以內置客服部門或委外客服中心的方式來加強與顧客的關係管理，而為提供滿意的服務品質，甄選良好情緒智能的客服人員是企業必須關注的議題。當前，許多企業雖多半以面談方式進行新進客服人員的甄選，但實務界尚未系統性的發展與情緒智能相關的專屬面談題項，此外，對於業界現在所普遍使用的情緒智能面談題項與面談方式亦缺乏信效度的驗證。故本研究共分成兩部分：研究一部分，以發展開放式情緒智能面談題項為主，並探討是否可透過結構式電腦輔助面談的方式了解個人情緒智能的表現程度。研究二部分，則探討是否可透過結構式面對面的面談方式來了解個人情緒智能的表現程度並進一步比較何種結構式的面談類型對情緒智能具有較佳的效標關聯效度。 With the competition in the service industry is fiercer and fiercer, many businesses sat up customer service department or (companies have set up) outsourced call center to enhance their capability of customer relationship management. To offer the satisfied service quality, (To offer quality service, companies have to select outstanding emotional agents) how to select the good emotional labor is the important issue that business need to concern. Nowadays, although many businesses have used interview to select new customer (have relied on interviewing) service representatives, there are still no specific open–ended interview questions to exam the applicant’s emotional (examine applicants') intelligence. Besides, the interview questions that businesses using are lack of the examination of validity and reliability. (the prevailing interviewing question adopted by companies are in lack of validity and rerliability) Above all, there are two part of the study; the first part is to (parts) (is designed to) develop the open-ended interview questions of emotional intelligence and exam whether we can understand the (to examine) applicants’ emotional intelligence by means of computer-assisted interview. The second part is to exam (computer-mediated?) (examine)( whether we can understand the applicants’ emotional intelligence by means of face-to-face interview. Further, (through) (we) compare situational interview with pattern-behavior description interview (to determine which method is better in terms of) criterion-related validity for emotional intelligence. 以上是小弟的小小建議, 參考看看 -- ※ 發信站: 批踢踢實業坊(ptt.cc) ◆ From: 114.37.129.176