隨著服務產業的競爭日趨激烈，許多企業紛紛開始以內置客服部門或委外客服中心 的方式來加強與顧客的關係管理，而為提供滿意的服務品質，甄選良好情緒智能的客 服人員是企業必須關注的議題。當前，許多企業雖多半以面談方式進行新進客服人員 的甄選，但實務界尚未系統性的發展與情緒智能相關的專屬面談題項，此外，對於業 界現在所普遍使用的情緒智能面談題項與面談方式亦缺乏信效度的驗證。故本研究共 分成兩部分：研究一部分，以發展開放式情緒智能面談題項為主，並探討是否可透過 結構式電腦輔助面談的方式了解個人情緒智能的表現程度。研究二部分，則探討是否 可透過結構式面對面的面談方式來了解個人情緒智能的表現程度並進一步比較何種結 構式的面談類型對情緒智能具有較佳的效標關聯效度。 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. 本篇研究採用實驗設計方法，研究一與研究二分別邀請211位大 四學生及20位大三學生作為研究對象，前者的有效回收率分別為： 樣本基本資料問卷91.9%、情緒智能四十題項強迫選擇量表91.5%、 情緒智能十六題項李克特五等量表88.2%、五大人格量表79.6%與面 談卷86.7%；後者的有效參與率為100%。研究結果發現：(一) 透過 結構式電腦輔助面談與結構式面對面面談，兩者確實皆可了解個人情 緒智能表現的程度。(二) 結構式面談類型中，行為描述式面談對情緒 智能具有較良好的效標關聯效度。 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: 樣本基本資料問卷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. 根據上述的研究結果，本研究建議，企業在進行客服人員甄選面 談時，可在考量公司本身的甄選規模與甄選預算下，從電腦輔助面談 與面對面面談間，挑選適宜的面談操作方式。 關鍵字：情緒智能、電腦輔助面談、面對面面談 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 上面是自己試著翻譯的，感覺不太順暢，想請板上大大幫忙看一下怎麼修改 會更好。 還有第二段的“樣本基本資料問卷”不知道該怎麼翻，謝謝^^ --

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