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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Title:	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
Authors:	王雅璇;Wang, Ya-Hsuan
Contributors:	人力資源管理研究所
Keywords:	跨文化工作經驗;換位思考;顧客導向;敏捷措施;cross-cultural working experience;perspective taking;customer orientation;agile practice
Date:	2022-07-20
Issue Date:	2022-10-04 10:40:12 (UTC+8)
Publisher:	國立中央大學
Abstract:	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。 ;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.
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