瞬间记忆与眼手协调能力对电商客服作业绩效的影响  

The Influence of Instant Memory and Eye-hand Coordination Ability on E-commerce Customer Service Performance

作　　者：袁晓芳[1] 袁圆 孙林辉[1] YUAN Xiao-fang;YUAN Yuan;SUN Lin-hui(Research Center for Human Factors and Management Ergonomics,Xi’an University of Science and Technology,Xi’an 710054,China)

机构地区：[1]西安科技大学人因与管理工效学研究中心

出　　处：《技术与创新管理》2019年第6期685-690,共6页Technology and Innovation Management

基　　金：国家自然科学基金(71403204,71673220);陕西省教育厅重点科学研究计划项目(16JZ042);陕西省社会科学基金(13Q159)

摘　　要：运用瞬间记忆测试仪和镜画仪等测量仪器,研究电商客服人员瞬间记忆能力与眼手协调能力对客服作业绩效的影响。对数据结果进行描述性分析、差异性分析、相关性分析和回归分析后,发现电商客服人员的瞬间记忆能力与客服作业绩效有显著相关性,而眼手协调能力与客服作业绩效无显著相关性。交流过程中,客服对出现的时间或者产品类的词汇较为敏感,而细节性词语往往会被忽视。结果表明:电商客服的瞬间记忆能力对作业绩效有显著影响,电商客服锻炼自身的记忆能力,抓住谈话中的关键点,可以更加高效率地应对工作,提高自身的作业绩效。The influence of instant memory and eye-hand coordination ability on customer service performance of e-commerce customer service staff was studied by means of instant memory tester,mirror drawing instrument and other measuring instruments.After descriptive analysis,difference analysis,correlation analysis and regression analysis of the data results,it was found that the instant memory ability of e-commerce customer service staff was significantly correlated with the performance of customer service,while the eye-hand coordination ability was not significantly correlated with the performance of customer service.During the communication,customer service staff is sensitive to the appearance of time or product vocabulary,while detailed words are often ignored.The results show that the instant memory ability of e-commerce customer service staff has a significant impact on the performance.The e-commerce customer service staff can exercise their memory ability and grasp the key points in the conversation,so as to deal with work more efficiently and improve their performance.

关 键 词：电商客服 眼手协调 瞬间记忆 效率 作业绩效 

分 类 号：X936[环境科学与工程—安全科学]