A Study on the Impacts of the Personality Traits and Employment Status of Customer Service Representatives on Their Emotional Labor Job Stress and Job Satisfaction—A Case of Chunghwa Telecom Call Centers

[[abstract]]本研究的目的在探討客服人員的人格特質及僱用身分與情感勞力認知、工作壓力及工作滿意之間的關聯性。 本研究以問卷作為實證調查工具，成功訪問中華電信客戶服務處第二客服中心第一線的派遣及正職客服人員，回收有效問卷251份，以SPSS 18 0中文版軟體與LISREL 8 80版統計軟體進行分析檢定。結果發現：( 1 )客服人員的情感穩定性、及開放性人格特質與情感勞力認知呈顯著負向關聯，客服人員的權謀主義與情感勞力認知呈顯著正向關聯。( 2 )情感勞力認知與工作壓力呈顯著正向關聯。( 3 )情感勞力認知與工作滿意呈顯著負向關聯。( 4 )外向性/內向性、親和性、自我效能、正直負責性、及風險承擔與情感勞力認知無顯著關聯。( 5 )派遣人員的情感勞力及工作滿意與正職人員沒有顯著差異；正職人員的工作壓力顯著高於派遣人員。 本研究的結果能提供企業界對於客服人員的甄選、培育及管理上的洞察力。本研究最後除了討論研究發現與管理意涵，並對學術界及企業界提供建議與未來研究方向。[[abstract]]The purpose of this study is to investigate how customer service representatives’ personality traits and employment status are related to emotional labor perception work stress and job satisfaction This study surveyed customer service representatives of the Chunghwa Telecom company with questionnare 251 valid responses were obtained These data were analyzed with SPSS 18 0 and LISREL 8 80 The results include: (1) The customer service representatives’emotional stability and openness to experience personality traits are significantly and negatively related to their emotional labor perception while machiavellianism and emotional labor perception are significantly and positively associated (2) Emotional labor perception and work stress are significantly positively connected (3)Emotional labor perception and job satisfaction are significantly negatively associated (4) Extraversion/introversion agreeableness self-efficacy conscientiousness and risk taking are not significantly linked to emotional labor perception (5)Dispatched customer service representatives’ emotional labor and job satisfaction are not significantly different from those of regular customer service representatives and regular customer service representatives’ job stress is significantly higher than that of dispatched customer service representatives The results of the study can provide considerable insight into the selection training and management for customer service representatives The study discussed managerial implications of the research findings and offered some suggestions for practitioners and directions for future researc