ABSTRACT Human Resources Management of Elevating Service Quality of Junior Service Personnel and Customers¡¦ Degree of Satisfaction ¡V Using the Junior Service Personnel of Banks in Kaohsiung City as the Scope of Case Study In 1990, the restriction on the establishment of new banks was lifted, and 16 new private-operated banks came into existence, extending the competitive market dimension of the financial service industry. This would absolutely throw a revolutionary impact upon banks. Furthermore, since Taiwan was acceded to the global WTO in 2002, large foreign-based financial institutions have entered Taiwan local financial market with tremendous capital and advanced services and products. In the foreseeable future, they will bring up unprecedented pressures of operation and survival upon the banks in the financial service industry that has an annual productivity of 1200 billion dollars. This research began with the human resources management perspective that is performance oriented and development oriented and set out to investigate the relevancy and objective of the case junior financial and service personnel who worked under the operation of this management dimension system, through the conveyance of personal service quality, to achieve the elevation of overall service quality and customers¡¦ degrees of satisfaction. After literature investigation and the compilation and review of relevant theories, a questionnaire survey was conducted, and by using PZB model as the basis, the obtained data underwent a factor analysis and the SPSS 12.0 for Windows XP software package was used to conduct statistical analysis of these data. Then Kaiser Varimax of main factor analysis was used as the rotation axis to extract the dimension factors of this research. Finally, one-way ANOVA and canonical correlation were used to analyze and investigate the differences between the variables and correlations, which would be used as the viable theoretical foundation of the hypotheses of this research. In addition, after conducting statistical analysis of the data about the case banks, this research found that in the two aspects of human resources management, the junior employees had higher degrees of approval of development orientation that those of performance orientation, which seemed to overthrow the long-standing traditional concept ¡V using ¡§performance orientation¡¨ of realistic or tangible feedback as the prime basis for selection. On the contrary, although the junior personnel work in the employment market of unfavorable and competitive financial service industry of various kinds, this research has found that as a matter of fact, junior personnel of banks still have high degrees of approval of ¡§development orientation¡¨ and vision for ¡§development orientation,¡¨ in spite of the threats posed by the WTO globalization and the waning trend of the ¡§golden bowl.¡¨ This seems to provide bank management, amid celebration, with a new thinking of establishing better and forward human resources management procedures and regulations related to loyal, committed and competent employees.

Studien processinriktat och resultatinriktat motivationsklimat på svenska och spanska högstadieskolor undersöker skillnader och likheter inom processinriktat och resultatinriktat klimat. I denna studie undersöks det hur dessa två klimat ser ut på svenska och spanska skolor och detta ur svenska och spanska idrottslärares perspektiv. I studien används Nicholls (1989) teori om de två motivationsklimaten. Empirin är inhämtad via semistrukturerade intervjuer med idrottslärare på tre svenska och tre spanska högstadieskolor. Detta i kombination med Nicholls (1989) teori och andra modeller, ligger till grund för den senare gjorda analysen. Studien kommer till slutsatsen att spanska skolor är mer resultatinriktade medan svenska skolor är mer processinriktade. / The Study mastery and performance motivational climate, a comparison study between secondary schools in Sweden and Spain, examine the mastery orientation and performance orientation. The aim with the study is find out what motivational climate, mastery or performance that is used by physical educators. The theory, Nicholls (1989) theory about the two motivational climates; mastery orientation and performance orientation is used in this study. The empirical data has been collected through semi-structured interviews with teachers at three secondary schools in Sweden and three secondary schools in Spain. This combined with theory and models will be the underlying material to the later analysis. The study will come to the conclusion that Spanish schools are more performance orientated than the Swedish schools which tend to be more mastery orientated.

Submitted by Madalena Nogueira (madalenanogueira93@gmail.com) on 2018-07-25T21:02:19Z No. of bitstreams: 1 Master Thesis_Madalena Nogueira - Final Version.pdf: 1294131 bytes, checksum: 2a3af8ff91ac4f2c6e21a2ec218611ff (MD5) / Approved for entry into archive by Janete de Oliveira Feitosa (janete.feitosa@fgv.br) on 2018-08-02T17:42:24Z (GMT) No. of bitstreams: 1 Master Thesis_Madalena Nogueira - Final Version.pdf: 1294131 bytes, checksum: 2a3af8ff91ac4f2c6e21a2ec218611ff (MD5) / Made available in DSpace on 2018-08-06T17:31:22Z (GMT). No. of bitstreams: 1 Master Thesis_Madalena Nogueira - Final Version.pdf: 1294131 bytes, checksum: 2a3af8ff91ac4f2c6e21a2ec218611ff (MD5) Previous issue date: 2018-06-21 / The purpose of this study consists on understanding the relationship between cultural dimensions and goal orientation. Specifically, the research seeks to explore if some cultural dimensions of GLOBE Project are related to goal orientation, specifically Learning and Performance Goal Orientation. A quantitative research method was used in the study to collect responses from individuals through an online survey previously elaborated. The relationship between five cultural dimensions and Learning and Performance Goal Orientation were tested through multiple linear regressions to understand if there were significant relationships between them and to test if those were positive or negative. The results supported two out of five hypotheses proposed. Performance Orientation was positively related to Learning Goal Orientation, as well as Institutional Collectivism was negatively related to Performance Goal Orientation. Although the opposite relationship was proposed in the hypothesis, the relationship between High Power Distance and Performance Goal Orientation was significant. Remaining relationships tested did not yield significant findings. Finally, the results obtained could provide important information about specific cultural behaviors needed to engage with to incur and follow a particular goal orientation, as well as, significant information to future research in this area. / O objetivo principal do presente estudo é compreender a relação existente entre dimensões culturais e orientação de resultados. Para além disso, a pesquisa pretende explorar se algumas dimensões culturais propostas pelo GLOBE Study exercem influência na orientação de resultados, especificamente orientação por aprendizagem e performance. O método de pesquisa utilizado no estudo foi um método quantitativo na forma de um inquérito online previamente elaborado, para recolher as respostas dos participantes. As relações existentes entre cinco dimensões culturais e Orientação de Resultados por Aprendizagem e Performance foram testadas através de regressões lineares múltiplas com o objetivo de perceber se alguma delas era significativa e ao mesmo tempo testar se eram positivas ou negativas. Duas das cinco hipóteses foram suportadas pelos resultados apresentados. A Orientação por Performance tem uma relação positiva com a Orientação de Resultados por Aprendizagem, assim como o Coletivismo Institucional estabelece uma relação negativa com a Orientação de Resultados por Performance. Apesar de apresentar uma relação oposta àquela prevista na hipótese, a relação que existe entre altos níveis de Distância de Poder e Orientação de Resultados por Performance é significativa. As restantes relações que foram testadas não apresentaram qualquer relevância para o estudo. Finalmente, os resultados obtidos podem fornecer informações relevantes sobre comportamentos humanos importantes a adaptar para incorrer numa especifica orientação de resultados, assim como disponibilizar informação significante de base para futura pesquisa nesta área.