随着服务产业的竞争日趋激烈，许多企业纷纷开始以内置客服部门或委外客服中心 的方式来加强与顾客的关系管理，而为提供满意的服务品质，甄选良好情绪智能的客 服人员是企业必须关注的议题。当前，许多企业虽多半以面谈方式进行新进客服人员 的甄选，但实务界尚未系统性的发展与情绪智能相关的专属面谈题项，此外，对於业 界现在所普遍使用的情绪智能面谈题项与面谈方式亦缺乏信效度的验证。故本研究共 分成两部分：研究一部分，以发展开放式情绪智能面谈题项为主，并探讨是否可透过 结构式电脑辅助面谈的方式了解个人情绪智能的表现程度。研究二部分，则探讨是否 可透过结构式面对面的面谈方式来了解个人情绪智能的表现程度并进一步比较何种结 构式的面谈类型对情绪智能具有较佳的效标关联效度。 With the competition in the service industry is fiercer and fiercer, many businesses sat up customer service department or outsourced call center to enhance their capability of customer relationship management. To offer the satisfied service quality, how to select the good emotional labor is the important issue that business need to concern. Nowadays, although many businesses have used interview to select new customer service representatives, there are still no specific open–ended interview questions to exam the applicant’s emotional intelligence. Besides, the interview questions that businesses using are lack of the examination of validity and reliability. Above all, there are two part of the study; the first part is to develop the open-ended interview questions of emotional intelligence and exam whether we can understand the applicants’ emotional intelligence by means of computer-assisted interview. The second part is to exam whether we can understand the applicants’ emotional intelligence by means of face-to-face interview. Further, compare situational interview with pattern-behavior description interview, which has the better criterion-related validity for emotional intelligence. 本篇研究采用实验设计方法，研究一与研究二分别邀请211位大 四学生及20位大三学生作为研究对象，前者的有效回收率分别为： 样本基本资料问卷91.9%、情绪智能四十题项强迫选择量表91.5%、 情绪智能十六题项李克特五等量表88.2%、五大人格量表79.6%与面 谈卷86.7%；後者的有效参与率为100%。研究结果发现：(一) 透过 结构式电脑辅助面谈与结构式面对面面谈，两者确实皆可了解个人情 绪智能表现的程度。(二) 结构式面谈类型中，行为描述式面谈对情绪 智能具有较良好的效标关联效度。 The experiment is conducted in this study. There are two hundred and twenty-one students in the study one and twenty students in the study two. The former valid responded rate are: 样本基本资料问卷91.9%, WLEIS 91.5%, WEIS 88.2%, Big-five 79.6% and interview answer sheet 86.7%,the latter valid participated rate is 100%.The results show that using computer–assisted and face-to-face interview are surly can understand the applicants emotional intelligence. In structured interview, pattern-behavior description interview has the better criterion-related validity for emotional intelligence. 根据上述的研究结果，本研究建议，企业在进行客服人员甄选面 谈时，可在考量公司本身的甄选规模与甄选预算下，从电脑辅助面谈 与面对面面谈间，挑选适宜的面谈操作方式。 关键字：情绪智能、电脑辅助面谈、面对面面谈 As a result, this research suggested that when businesses want to select new customer service representatives, they can choose either computer –assisted or face-to-face interview according to their selecting scale and selecting budget. Keywords: emotional intelligence, computer –assisted, face-to-face interview 上面是自己试着翻译的，感觉不太顺畅，想请板上大大帮忙看一下怎麽修改 会更好。 还有第二段的“样本基本资料问卷”不知道该怎麽翻，谢谢^^ --

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