陳碩. / 據手稿本影印. / Thesis (M.A.)--香港中文大學硏究院社會學部. / Ju shou gao ben ying yin. / Includes bibliographical references (leaves 141-150). / Chen Shuo. / Thesis (M.A.)--Xianggang Zhong wen da xue yan jiu yuan she hui xue bu. / Chapter 一、 --- 引言 --- p.1 / Chapter 二、 --- 相關研究 --- p.11 / Chapter 三、 --- 研究方法 --- p.28 / Chapter 四、 --- 官僚的社會背景 --- p.41 / Chapter 五、 --- 官僚的價值取向 --- p.73 / Chapter 六、 --- 官僚的滿足感 --- p.87 / Chapter 七、 --- 總結與討論 --- p.105 / 附註 --- p.125 / 參考書目 --- p.141

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Typescript (photocopy). / Digitized by Kansas Correctional Industries

Abstract not available

This study explored the relationship between attributional style and the performance of front line service staff in a call centre environment. Attributional style was evaluated using a well recognised method (Seligman's Attributional Style Questionnaire). This was the first time that the Seligman's Attributional Style Questionnaire (SASQ) has been used in a New Zealand context. Performance was calculated using five independent measures. These measures have been used for several years by the company at the centre of our study as an objective measure of Call Centre Representative (CCR) performance. The association between attributional style and performance was then examined using a combination of Analysis of Variance (ANOVA) and co relational analysis. People have different ways of reacting to adversity such as failure, rejection or a high-pressure situation. The ability to succeed is closely tied to the ability to handle adversity (DeCarlo et al., 1997; Seligman & Schulman, 1986; Boone, 2000). Research has supported the common sense view that optimistic beliefs can be self-fulfilling prophecies (Sujan, 1999a; Porter, 2000; Furnham et al., 1994). Hundreds of studies have revealed the benefits of optimism such as increased motivation, superior achievement (in various areas e.g. work, school and sports), elevated mood and well-being, and better physical health (Seligman et al., 1990; Seligman et al., 1986). Furthermore, individuals can learn to reduce negative ways of thinking and become more optimistic when it is appropriate (Satterfield et al., 1997; Eronen et al., 1999; Bohart, 2002).Call centres are not new phenomena, however they have become a growth industry in the private and public sector over the last decade (Creagh, 1998). The following definition of call centres was used by Gilmore and Moreland; "A physical or virtual operation within an organisation in which a managed group of people spend most of their time doing business by telephone, usually working in a computer-automated environment." (2000, pg 4)Due to the size and the complexity of tasks undertaken within call centres, there is a growing need for empirical findings to broaden understanding of how to best manage call centres and how to optimise the utilisation of human capital (Feinberg et al, 2000).This cross-sectional study assesses the performance of Call Centre Representatives (CCRs) in a New Zealand based call centre and explores whether there is an association with the Seligman's Attributional Style Questionnaire (SASQ).It was found that the performance measure for soft skills varied significantly when ranked by a measure of optimism. The performance measures considered in this study focus mainly on technical competency and task efficiency, and were therefore not well explained by attributional style. Future research should investigate pre-testing for soft skills at recruitment, interventionist training on attitude and whether that translates into improved soft skill performance, and the reassessment of current call centre performance measurements.

Thesis (M.A.)--University of Delaware, 2007. / Principal faculty advisor: Robert Eisenberger, Dept. of Psychology. Includes bibliographical references.

Thesis (Ph. D.)--University of Washington, 2006. / Vita. Includes bibliographical references (leaves 304-319).

With the trend of the trade and economic internationalization, the multinational companies started to grow and the human resources got to move around the world. Recently, China is the most popular district, mainly because of the low labor cost and the growing demand of the market. In addition, the minor impact of the culture difference is one of the main reason for Taiwanese companies to choose China labor market. However, many factors shall be considered before transfer the man power to a new district, including the competency of the chosen candidate. Initially, to find the competency from the different positions is the most important. Secondary, the manager should choose the right candidates and provide them the appropriate training. As a result, the employees will complete the mission and achieve the target of the organization. In this thesis, the author found the four propositions as the following based on the related interview and analysis: Proposition 1: The expatriate employees are chosen based on their professional competency and personality, especially those with a high tolerance to multi-cultural societies. Proposition 2: To choose the suitable competency, the employees¡¦ performance will increase significantly. Proposition 3: After the industry is localized to a certain level, the necessary expatriated employees can be limited to senior managers and special skilled employees only. Proposition 4:The competency that is the personality characteristic have to be chosen. Others can be improved by training. High tolerance of multi-cultural surrounding is essential because professional skills and leadership can be promoted by training afterwards.

Univ., Diss.--Aix-Marseille 3, 2006.

Thesis (Ed. D.)--West Virginia University, 2002. / Title from document title page. Document formatted into pages; contains x, 222 p. : ill. (some col.). Includes abstract. Includes bibliographical references (p. 211-222).