在現代商業環境中，科技的進步為企業提供了無數的機會與挑戰。尤其是在客服領域，自動化和智慧化的系統已經成為趨勢，並在許多業界中被廣泛採用。這些智能客服雖具有提高效率、節省成本和提供強大輔助服務的能力，但對於人員的工作績效可能產生重要的影響，然而，目前相關的實證研究仍然不足。
本研究旨在採用任務科技適配理論，探討客服機械人對客服人員工作績效的影響。任務科技適配理論認為，任務和科技的適配度對於工作績效有顯著的影響。本研究將此理論應用於客服機械人的情境，以期深入了解科技的應用如何影響客服人員的工作績效。
此外，本研究也將探討其他可能影響工作績效的因素，如認知負荷和工作壓力。認知負荷被視為一種可能影響工作績效的重要因素，且可能受到任務科技適配的影響，工作壓力也可能受到認知負荷的影響，並進一步影響工作績效。
經收回有效問卷共344份，利用統計軟體 SPSS 26.0 及 SmartPLS 4.0分析，研究結果發現，在客服領域應用智能技術時，要充分考慮其與工作任務的適配程度、管理員工的認知負荷和工作壓力等多重因素，才能有效地提升客服人員的工作績效，這對於企業在人工智能技術投資決策、客服人員管理以及服務質量改善等方面，都提供了實證上的指導和理論上的支持。

In the modern business environment, technological advancements have offered countless opportunities and challenges for enterprises. Particularly in the customer service sector, automated and intelligent systems have become a trend and are widely adopted in many industries. While these intelligent customer services possess capabilities to improve efficiency, save costs, and provide strong assistance, they might have significant impacts on the job performance of personnel. However, current empirical research on this topic is still lacking.
This study aims to apply the Task-Technology Fit theory to explore the impact of customer service robots on the job performance of customer service personnel. The Task-Technology Fit theory posits that the fit between tasks and technology has a significant effect on job performance. This study applies this theory to the scenario of customer service robots in order to gain a deeper understanding of how technology applications impact the job performance of customer service personnel.
In addition, this study also explores other potential factors that might impact job performance, such as cognitive load and job stress. Cognitive load is seen as a significant factor that may affect job performance and could be influenced by the Task-Technology Fit. Work stress might also be affected by cognitive load and subsequently influence job performance.
After collecting a total of 344 valid questionnaires and analyzing them with statistical software SPSS 26.0 and SmartPLS 4.0, the results revealed that when applying intelligent technology in the customer service field, it is vital to fully consider the compatibility between the technology and work tasks, managing employees' cognitive load, and job stress among other factors in order to effectively enhance the job performance of customer service personnel. This provides empirical guidance and theoretical support for enterprises in decision-making related to artificial intelligence technology investments, management of customer service personnel, and improvements in service quality.

論文審定書 i
中文摘要 ii
英文摘要 iii
第一章　緒論 1
第一節　研究背景 1
第二節　研究動機與問題 2
第三節　研究目的 3
第四節　研究流程 4
第二章　文獻探討 6
第一節　任務科技適配(Task-Technology Fit Theory) 6
第二節　任務科技適配(Task-Technology Fit Theory)參考文獻 7
第三節　認知負荷(Cognitive Load Theory)理論 8
第四節　任務科技適配對認知負荷的影響 10
第五節　認知負荷對壓力的影響 12
第六節　工作壓力及績效的關係 13
第三章　研究方法 15
第一節　研究模型 15
第二節　研究假說 15
第三節　操作型定義 22
第四節　資料蒐集 31
第四章　資料分析 33
第一節　敘述性統計 33
第二節　模型衡量 35
第三節　假說驗證 50
第四節　中介效果驗證 53
第五章　結論與建議 55
第一節　研究結果與建議 55
第二節　學術和實務上的意涵 55
第三節　研究限制 57
第四節　未來研究方向 59
參考文獻 61
附件 68

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