服務業專業證書擴散之前置因素探討

Abstract

隨著台灣國民所得之提升與社會之變遷，加上產業結構逐漸轉型，服務業已成為台灣經濟發展之主體，企業競爭優勢的來源仰賴其服務品質，而建立完善的專業人力證書制度乃是服務業發展之重要基石。適當的證書制度可以降低企業求才之搜尋成本，樹立選才的規範，且加速求職者與業者之媒合，然而粗糙的證書制度會導致人力進入市場之障礙，且浪費社會資源。因此，本研究嘗試以瞭解服務業者對聘僱具備證書者的意願與態度為出發點，探討企業的聘僱動機或證書擴散的前因，包含自利動機與從眾動機兩種，並預期結果於不同之證書類型、企業內外部環境下，將產生不同的影響效果，期望能對政府或民間機構在實務推廣證書上有所幫助。 本研究以天下雜誌於2008年統計之五百大服務業為研究樣本，藉由問卷發放來進行調查，一共寄發500份問卷，有效回卷134份，有效回卷率26.8%，並以相關的統計軟體進行實證分析。最後研究結果顯示，自利動機與從眾動機皆對企業之聘僱決策具顯著正向效果，且此動機與行為的關係會受到不同的證書類型、企業地位及產業競爭強度所干擾，此研究對於證書制度如何於產業內擴散產生重要的意涵，於未來可導引就業市場的人力流動，並加速產業的發展。

Along with the increase of capita income, change of social milieu, and gradual industry structure reforming, service industry has been the mainstream of economic development in Taiwan recently. The source of corporate competitiveness depends on the quality of their services. And establishment of sound certification institution can be the core foothold of developing service industry. Appropriate certification regime can reduce the cost of searching elites for enterprises while inappropriate one will hinder labor mobility and also waste social resources. Hence, this study aims to find out: (1) how two distinct motives, self-interested and herding, influence the hiring decisions toward certificated job applicants and the factors of service certificate diffusion, and (2) how this relationship is moderated by different certificate types, entrepreneurial status and environmental competitive intensity. The analytical data were collected through questionnaire by examining the top 500 service enterprises in Taiwan. Five hundreds questionnaires were sent out, and one hundred and thirty-four ones received were effective. The findings suggest that both motives have significantly positive impacts on hiring decisions and highlight the context-dependent nature of this relationship. This study yields important implications regarding how a certification institution diffuses in an industry.