※ 引述《sandone (开展新页)》之铭言： 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 (companies have set up) outsourced call center to enhance their capability of customer relationship management. To offer the satisfied service quality, (To offer quality service, companies have to select outstanding emotional agents) 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 (have relied on interviewing) service representatives, there are still no specific open–ended interview questions to exam the applicant’s emotional (examine applicants') intelligence. Besides, the interview questions that businesses using are lack of the examination of validity and reliability. (the prevailing interviewing question adopted by companies are in lack of validity and rerliability) Above all, there are two part of the study; the first part is to (parts) (is designed to) develop the open-ended interview questions of emotional intelligence and exam whether we can understand the (to examine) applicants’ emotional intelligence by means of computer-assisted interview. The second part is to exam (computer-mediated?) (examine)( whether we can understand the applicants’ emotional intelligence by means of face-to-face interview. Further, (through) (we) compare situational interview with pattern-behavior description interview (to determine which method is better in terms of) criterion-related validity for emotional intelligence. 以上是小弟的小小建议, 参考看看 --

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