跨文化工作經驗、換位思考和顧客導向之間的關聯 —以敏捷措施作為調節

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王雅璇(Ya-Hsuan Wang) 查詢紙本館藏

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論文名稱

跨文化工作經驗、換位思考和顧客導向之間的關聯 —以敏捷措施作為調節
(A Study of Cross-Cultural Working Experiences, Perspective Taking, Customer Orientation : The Mediation Effect of Agile Practices)

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摘要(中)

隨著全球化的發展，人們在生活、經濟、貿易等面都有更多的交流，即使近年來的中美貿易議題、新冠病毒(COVID-19)肆虐讓許多企業面臨挑戰，但伴隨著科技的進步，跨文化工作已不再受國界限制，藉由線上設備也能即時的與不同文化背景的人進行互動交流。在互動過程中，藉由換位思考來理解對方需求，並進一步展現顧客導向之行為。本研究欲探討跨文化工作經驗、換位思考及顧客導向之間的關係，及敏捷措施又是如何居中調節。
本研究以在不出國的情況下依然有跨文化工作經驗的人為問卷發放對象，實際回收有效問卷為203份。
研究發現：(1)跨文化工作經驗對於換位思考並無顯著影響(2)跨文化工作經驗對於顧客導向具有正向影響(3)換位思考對於顧客導向具有正向影響(4)換位思考在跨文化工作經驗與顧客導向之間不具中介效果(5)敏捷措施中的團隊自主化、團隊多元化、增量與迭代發展、敏捷溝通等構面在跨文化工作經驗與換位思考間不具備調節效果(6)敏捷措施中的團隊自主化在換位思考與顧客導向之間具有正向調節效果；而敏捷措施中的團隊多元化、增量與迭代發展、敏捷溝通等構面則未具備調節作用。

摘要(英)

With the globalization, people may interact with each individual more frequently in many aspects, such as life, economy, trade, etc. Even though many corporations are affected by the US-China trade war and the pandemic of COVID-19 these days, we still can work cross-culturally with the advanced technology. Indeed, cross-cultural working is not a big deal anymore because we can use the technological tools to meet and to interact with others bearing different culture from us. During the process, we can display the perspective-taking capability to understand what others need and bring the solutions to them regarding to cutomer orientation mindset. In this study, it will be explored the relationship between cross-cultural working experience, perspective taking, and customer orientation, and how agile practices mediates these variables.
The total participants of this survey are 203 who can work cross-culturally without going aboard.
The results are found that: (1)cross-cultural working experience has no influence on perspective taking(2)cross-cultural working experience has a positive influence on customer orientation(3)perspective taking has a positive influence on customer orientation(4)perspective taking has no influence between cross-cultural working experience and customer orientation(5)agile practices(team autonomy, team diversity, incremental iterative development, and agile communication) has no have no moderating effect between the cross-cultural working experience and perspective taking(6)team autonomy in agile practices has a positive moderating effect between perspective taking and customer orientation; team diversity, incremental iterative development, and agile communication in agile practices has no moderating effect between cross-cultural working experience and perspective taking.

關鍵字(中)

★ 跨文化工作經驗
★ 換位思考
★ 顧客導向
★ 敏捷措施

關鍵字(英)

★ cross-cultural working experience
★ perspective taking
★ customer orientation
★ agile practice

論文目次

目錄
中文摘要 ii
Abstract iii
圖目錄 vii
表目錄 viii
一、緒論 1
1-1研究動機 1
1-2研究目的 5
1-3研究流程 6
二、文獻探討 7
2-1換位思考 7
2-2跨文化工作經驗 11
2-3顧客導向 13
2-4敏捷措施 15
三、研究方法 21
3-1研究架構與研究假設 21
3-1-1研究架構 21
3-1-2研究假設 22
3-2研究變項向量表與衡量工具 23
3-2-1換位思考 23
3-2-2跨文化工作經驗 24
3-2-3顧客導向 24
3-2-4敏捷措施 26
3-3研究對象及研究資料蒐集方法 29
3-4資料分析方法 30
四、研究結果 31
4-1 樣本描述性分析 31
4-2 信度分析 34
4-3 效度分析 35
4-4 相關分析 37
4-5階層迴歸分析 39
4-5-1 跨文化工作經驗、換位思考與敏捷措施(團隊自主化、團隊多元化、增量與迭代發展、敏捷溝通)之階層迴歸分析 39
4-5-2 換位思考、顧客導向與敏捷措施(團隊自主化、團隊多元化、增量與迭代發展、敏捷溝通)之階層迴歸分析 45
4-5-3 換位思考在跨文化工作經驗(跨文化頻率、跨文化時間長短)與顧客導向之中介效果 52
4-6 研究假設結果彙整 54
五、結論與建議 56
5-1 研究意涵 56
5-2 管理意涵 58
5-3 研究限制及未來研究建議 59
參考文獻 60

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指導教授

王群孝(Chun-Hsiao Wang)

審核日期

2022-7-20

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