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題名:服務業員工績效評估正確性研究-從評估者觀點探討
作者:王國欽 引用關係
作者(外文):Kuo-Ching Wang
校院名稱:中國文化大學
系所名稱:國際企業管理研究所
指導教授:謝安田
曹勝雄
學位類別:博士
出版日期:1999
主題關鍵詞:績效評估顧客評估performance appraisalcustomer appraisal
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(4) 博士論文(2) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:4
  • 共同引用共同引用:0
  • 點閱點閱:48
  既有文獻中,不論以實驗或實地之調查,或者從直屬主管、同事、下屬、自我等不同績效評估者切入之研究,所探討之員工工作行為表現,其範圍皆在管理者可觀察之領域內。然而,在某些服務業中,有些員工非常重要之工作行為表現是不易被觀察到,針對此一績效評估問題,除文獻上尚失之闕如並未釐清外,在相關產業上亦具實務研究價值。因此,從認識論觀點,本研究即在嘗試找尋適合此特性員工之績效評估者,以補足績效評估理論尚有不足之處,同時解決實務問題。
  本研究在設計上嘗試結合定性與定量方法,研究首先以電話進行實務訪問,樣本為60家綜合旅行社主管,訪談之目的主要在於瞭解績效評估實行現況,以進一步釐清研究問題。其次,透過特殊事件法(Critical Incident Technique, CIT)經由顧客與員工觀點,歸納出主要25個服務因素及11個比較準則;最後,運用層級分析法(Analytic Hierarchy Process, AHP)在11個比較準則下,進行各種不同績效評估者成對比較,經由不同層級權重運算後,研究結果發現:針對服務業員工不易被觀察到之重要工作行為表現,以顧客為績效評估者較傳統評估者更為正確與適合。
  實證資料以旅行業為範圍,樣本則主要涵蓋下列兩部份:其一為定性方法部份,共包含302位顧客及84位員工樣本;其二為定量方法部份,共包含產、官(含消保團體)及學界專家樣本31位。
 Traditional rating sources can not provide an unbiased solution to the problem of evaluating employees'' performance for which the job performance behaviors can-not be observed by the management. From the epistemology perspective, this study is attempting to find an appropriate rating source for such employees'' job perfor-mance behaviors.
 Both qualitative and quantitative methods were utilized. The study first incorpo-rated critical incident technique (CIT) method and categorized the observations of both the customers and employees. From this exercise then, twenty-five service features and eleven criteria were emerged. On the basis of these results, the ana-lytical hierarchy process (AHP) method was then employed to conduct a pairwise comparison among alternative rating sources.
 The results showed that using the customer as the rating source is more objective then the conventional sources in appraising the performance of the unseen employ-ees. The empirical study focused on a service industry using a sample of 302 cus-tomers and 84 employees for the CIT, and 31 experts for AHP.
一、中文部份
台北市旅行商業同業公會編製,1998台北市旅行商業同業公會會員名冊,台北:編製者發行,民國87年。
朱奉莉,「企業文化、政治影響力與績效評估關係之研究」,私立東海大學企業管理研究所未出版之碩士論文,民國84年6月。
何宇牧,企劃力,台北:國家出版社,民國83年。
曹國雄,我國企業績效評估制度之比較,行政院國家科學委員會專題研究計畫成果報告NSC84-2416-H033-002,台北:行政院國家科學委員會,民國85年。
張鐵軍,「國際企業經理人績效評估構面之比較-以美、日兩國為例」,私立中國文化大學國際企業管理研究所未出版之博士論文,民國87年6月。new window
謝安田,人力資源管理,台北:著者發行,民國88年2月。
鄧振源,曾國雄,「層級分析法(AHP)的內涵特性與應用(上)」,中國統計學報,第27卷,第6期,民國78年。new window
觀光局編製,中華民國八十六年國人出國旅遊消費及動向調查報告,台北:編製者發行,民國87年。
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