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Student Number 90427021
Author Doreen Wu(吳伶麗)
Author's Email Address No Public.
Statistics This thesis had been viewed 3143 times. Download 2193 times.
Department Graduate Institute of Human Resource Management
Year 2002
Semester 2
Degree Master
Type of Document Master's Thesis
Language zh-TW.Big5 Chinese
Title The development of human resource department service quality scale
Date of Defense 2003-07-04
Page Count 102
Keyword
  • internal customer
  • The scale of human resource department
  • Abstract The purpose of this study is to development a scale of human resource department.
    By this scale we can understand and evaluate internal customers’ viewpoints about human resource department precisely. Then we can diagnose and improve the service of human resource department. Furthermore, we also try to find the relationship between the service of human resource department and the evaluation of internal customers toward human resource department.
    Table of Content 第一章 緒論.....................................1
    第一節 研究動機................................1
    第二節 研究目的................................3
    第三節操作型定義.............................4
    第二章 文獻探討………………………………………….5
    第一節 人力資源角色、管理實務及對組織績效的影響.5
    第二節 內部行銷.................................9
    第三節 服務品質...............................12
    第四節 內部服務品質...........................24
    第五節 人力資源服務品質相關研究...............27
    第三章 研究方法…………………………………………30
    第一節 研究流程...............................30
    第二節 研究對象...............................35
    第三節 資料分析方法...........................38
    第四章 量表建立與信、效度檢驗………………………40
    第一節 量表構面界定...........................41
    第二節 深度訪談結果與衡量項目產生.............43
    第三節 專家意見調查...........................45
    第四節 量表題項重要性檢測.....................53
    第五節 量表預試結果分析.......................57
    第六節 正式量表建立...........................70
    第七節 信度分析之調整.........................80
    第八節人力資源部門服務品質量表確立..........81
    第五章 量表實證分析……………………………………85
    第一節 量表構面相對重要性分析……………………85
    第二節 各構面題項與人力資源部門整體評價之關係.88
    第六章 結論與建議………………………………………93
    第一節 研究結論………………………………………93
    第二節 管理意涵………………………………………95
    第三節 未來量表之應用………………………………97
    第四節 研究限制………………………………………98
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    Advisor
  • Wen-Jeng Lin(林文政)
  • Files
  • 90427021.pdf
  • approve immediately
    Date of Submission 2003-07-18

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