This study concludes what kind of ability should a HR account service have and the roles who should take. We verify the impact of a HR account service through strategic involvement and satisfaction of internal customer service.
The study is proceeding by interview and questionnaire, the target sample is the enterprise which had implemented the system of the HR account service. 94 dyad questionnaires were issued, and 41 ones returned and were all valid.
The study summarized the ability and the role of HR account service by factor analysis which using statistical analysis, regression, ANOVA analysis and T test. We researched if the strategic involvement and satisfaction of internal customer service different by the role of the HR account service take, and try to explain the different.
After qualitative and quantitative analysis, we got the conclusions as follows:
1.HR account service should have management function, sales person demeanor and professional experience in HR; and the role should be the facilitator for the sector, strategic planners and problem solvers.
2.The strategic involvement, the HR account service plays a "problem solver" when non-significant positive relationship, but plays a "strategic planners" and "sector facilitator" when non-significant negative relationship. In the regression analysis, the supervisor of human resource account officer who with support functions didn¡¦t involve these tree roles much.
3.The correlation analysis, the HR account service of three roles presents non-significant negative relationship with customer service satisfaction. In consideration of the function of supervisor and the HR account service position, the account with three functions had significant impact to customer service satisfaction, the "sector facilitator¡¨ is the most significant one.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0712110-222602 |
| Date | 12 July 2010 |
| Creators | Chuang, Pay-tzu |
| Contributors | Liang-Chih Huang, Jin-Feng Uen, Shyh-Jer Chen |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0712110-222602 |
| Rights | off_campus_withheld, Copyright information available at source archive |
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