台灣地區獵才產業之經營服務方式暨服務品質探討; The service way and the service quality survey of Taiwan headhunter industry

NCUIR > School of Management at National Central University > Graduate Institute of Human Resource Management > Electronic Thesis & Dissertation > Item 987654321/10812

Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/10812

Title:	台灣地區獵才產業之經營服務方式暨服務品質探討;The service way and the service quality survey of Taiwan headhunter industry
Authors:	陳惠湞;Hui-Chen Chen
Contributors:	人力資源管理研究所
Keywords:	顧客滿意度;顧客忠誠度;招募;獵才;服務品質;Customer satisfication and Customer loyality;Headhunter;Service quality
Date:	2006-05-29
Issue Date:	2009-09-22 14:07:26 (UTC+8)
Publisher:	國立中央大學圖書館
Abstract:	隨著企業對於人才的重視日益增加、而求才又不易藉由一般的搜尋管道跟專業優秀人才或是特定行業的中高階主管接觸，因此透過獵才服務的招募管道以尋找專精、合適的人才，對於企業的人力資源單位而言，已成為延攬中高階主管以及專業人才重要的招募管道之ㄧ。然而由於執行業務上的保密以及同業競爭的不透明，不論是在一般的報章雜誌或是研究性論文對於獵才公司的服務經營方式以及產業概況均少有全盤且深入的探討。本研究採用個案訪談法針對台灣地區七家獵才公司的負責人或是業務團隊主管進行深入獵才之經營服務方式的訪談，並參照過去研究之服務品質問卷的相關文獻以及本研究之訪談結果發展成服務品質問卷，針對其中一家公司（研究中稱之為Z獵才顧問公司）之企業端以及人選端顧客發e-mail通知填答問卷之訊息，在民國九十四年八月到十一月總計發放2600份企業端顧客問卷以及71551份問卷人選端顧客問卷，總計回收101份企業端有效問卷以及557份人選端有效問卷。根據本次個案訪談之研究結果，本研究歸納出下述的結論：1.台灣獵才產業的經營服務方式多承襲西方獵才產業的經營服務方式；2.產業特性上與楊朝安先生於1995年提出的國內人才推薦產業特性相近；3.產業特性相當特殊，雖然同樣是提供服務，但與一般服務業不相同；4.獵才服務與網路有密切的結合。另外根據本次服務品質調查結果，本研究亦歸納出下述的結論：1.Z獵才顧問公司之企業端顧客最重視的前三項因素依序為「顧問公司提供的服務內容」、「顧問公司提報的服務仲介費是否合理」以及「顧問公司的聲譽良好」；2. Z獵才顧問公司企業端與人選端顧客之服務品質與顧客滿意度、服務品質與顧客忠誠度、顧客滿意度與顧客忠誠度均存在著顯著的正相關；3. Z獵才顧問公司企業端與人選端顧客之服務品質知覺均會正向的影響顧客滿意度；4. Z獵才顧問公司企業端與人選端顧客之服務品質知覺均會正向的影響顧客忠誠度；5. Z獵才顧問公司企業端與人選端顧客之顧客滿意度均會正向的影響顧客忠誠度；6. Z獵才顧問公司企業端與人選端顧客之服務品質與顧客忠誠度之關連均存在著顧客滿意度的部份中介效果。根據本次研究結果，本研究也針對Z獵才顧問公司、獵才公司、企業人力資源部門以及人才端提出相關的建議。針對Z獵才顧問公司，本研究建議1.加強服務品質之提升；2.考量企業端顧客與人選端顧客不同的服務品質需求；3.加強對於人選端顧客之服務，提升人選端顧客之滿意度並維繫其忠誠度。針對獵才公司，本研究建議1.可建立類似AESC的同業公會；2.獵才公司需有長期經營的理念。針對企業人力資源部門，本研究建議1.欲使用獵才管道時，需慎選獵才公司。2.使用獵才服務時需提供完整的職缺資訊。3.可根據公司需求，制訂「量身訂做」的獵才服務契約。最後，針對人才端，本研究建議1.隨時做好被「獵」的準備。2.提高曝光率，藉此吸引獵才公司的注意。 Using headhunter service to search for appropriate tatlents with management or specific skills becomes a kind of trend for many companies in Taiwan.Although the usage of headhunter service is more popular than the past,there are rare researchs and reports related to this topic. This research both use qualitative and quantitative methods to do the research.This research use interview guide way to interview seven headhunters’ managers, and to explore the headhunter service process and the content.Based on the findings of the interview and the SERVQUAL questionnaire ,research develops the service quality questionnaires for business and candidates customers.Afterwards, this reaerach chooses one headhunter company from the seven headhunters,and sends e-mail to remind their business and candidates customers to fill in questionnaires. From the interview, this research finds that: 1. The service process and content of Taiwan headhunter industry follow western headhunter industry. 2. The characteristics of headhunter industry are smiliar to what Mr.Yang addressed in 1995. 3. Although headhunter service is a kind of service, they cann’t creat the need to increase their revenue. 4. Headhunter sevice is closely connected with the internet. Based on the conclusion of service quality servey, this reaearch find out that:1.The most three important factors that business customers take consider in accepting headhunter service are service content, service fee and reputation.2.For boyh business and canidates customers,service quality,customer satisfication and customer loyality have positive relations.3. For both business and canidates customers, service quality has a statistically significant effect on customer satisfication. 4. For boyh business and canidates customers, service quality has a statistically significant effect on customer loyality. 5. For both business and canidates customers, customer satisfication has a statistically significant effect on customer loyality.6. For both business and canidates customers, customer satisfication plays a mediator role of the relationship between service quality and customer loyality.
Appears in Collections:	[Graduate Institute of Human Resource Management ] Electronic Thesis & Dissertation

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