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博碩士論文 etd-1225109-115914 詳細資訊
Title page for etd-1225109-115914
論文名稱
Title
疆界跨界人學習歷程及角色衝突之研究-以電子業客服工程師為例
The research of learning process and role conflict of boundary spanner-The case of customer service engineer
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
93
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2009-12-15
繳交日期
Date of Submission
2009-12-25
關鍵字
Keywords
角色衝突、調適行為、客服工程師、疆界跨界人、情境學習
Customer Service Engineer, Boundary Spanner, Situated Learning
統計
Statistics
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中文摘要
摘  要

由於全球經濟變遷及市場競爭壓力日漸升高,以往產品導向的企業經營策略逐漸轉變為顧客導向,而如何在競爭激烈的環境中提升企業競爭力並將客戶的要求反應於公司內並落實,達成公司與客戶間的良好互動,就變成是一項相當重要的工作。因此在組織中負責與外部環境互動的疆界跨界人,地位也就越來越重要。

過去對於疆界跨界人的研究多集中於以量化方式探討跨界疆界人的技術成熟度、適性量表效度及與組織文化間的績效關係等等。本研究採取敘說探究的方式,以電子業客服工程師為例,從疆界跨界人本身的角度出發,希望能提供另一個觀察疆界跨界人的觀點。

研究結果得知疆界跨界人的工作具有、進入實作層次才能有效學習、情境學習引發調適行為、以低姿態調適角色衝突與調適行為不利持續學習及挑戰公司管理等多項因素。希望能將此一研究結果提供予學界和企業界做為後續研究及教育訓練的參考,同時也能對同屬客服工程師的人們在工作上有所啟發,鼓舞他們在職位上做出更多貢獻。

Abstract
ABSTRACT

  With the global economic change and rising pressure of market competition, product-oriented business trend changed into customer-oriented gradually. It becomes an important task about how to enhance the competitiveness of enterprises, response the requirement from customer, and making better interaction with customer. Therefore, the role of boundary spanner has become more and more important for organization.

The past research of boundary spanner almost focus on the quantitative research method of personal managerial skills of boundary spanner, validity and verification for boundary spanner personal scale and the performance between boundary spanner and organization. This research adopts the narrative method, taking customer service engineer as example, Start from the borders of boundary spanner, hoping to provide another observation of boundary spanner.

The result of research indicates that there are four features of the work of boundary spanner : Practice bring efficient learning, Situated learning lead adaptive behavior, Low profile adapt role conflict and adaptive behavior is negative to continued learning and challenge the management of company. Hope these results could be the reference of academic continued research and company training. Also hope these result could be the inspiration of other customer service engineer and encourage them to make more contributation on their job.

目次 Table of Contents
目 錄
頁數
謝辭…………………………………………………………I
中文摘要……………………………………………………II
英文摘要 …………………………………………………III 目 錄 ……………………………………………… IV
表 目 錄…………………………………………………… V
圖 目 錄…………………………………………………… V

第一章 緒論………………………………………………1
第一節 研究背景與動機 …………………………… 1
第二節 研究目的 ……………………………… 3
第二章 文獻探討…………………………………………4
第一節 疆界跨界人 …………………………………4
第二節 情境學習………………………………………9
第三節 角色衝突 ……………………………………12
第四節 調適行為 … …………………………… 17
第三章 研究方法 ………………………………………21
第一節 敘說探究 ……………………………………21
第二節 研究設計 ……………………………………25
第四章 研究個案 ………………………………………29
第一節 故事背景……………………………………29
第二節 客服工程師Charles工作的一天 …………32
第三節 故事分析……………………………………65
第五章 結論與建議 …………………………………73
第一節 研究結果 ……………………………………73
第二節 管理意涵與研究建議 ……………………76
第三節 研究反省……………………………………78
參考文獻 ………………………………………………80
參考文獻 References
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