環境保護的重要性已廣泛的被大眾所接受，而永續營運也成為任何有企業社會責任的公司之核心價值，作為永續發展必要的一部分「二氧化碳減量」是被認為可以節省能源消耗與減少環境問題，這幾十年來，電信業者強調在執行企業社會責任的活動(例如：推廣電信的普及服務)，長期而言，透過「綠色電信」的執行，電信業者管理能源(例如：電力、溫室氣體)、採用電子帳單收費，以及回收手機等行動去維持一個永續的環境。本研究從員工的角度去評估行動電話業者執行綠色電信的重要性與績效表現，以及區分不同型態的屬性，重要表現程度分析是用來調查員工對各種綠色電信屬性所認為的重要性與滿意度，而Kano模型是用來區分當業者執行綠色電信時各種屬性對影響員工滿意度的不同型態，因此，可以檢驗員工服務預期水準與真正感受的服務水準之差距，以及區分出基本、一般、魅力、無差異與反向的屬性型態。
透過在台灣電信業者的問卷發放，最後回收有效樣本為297份，藉由ANOVA分析檢驗重要性與滿意度是否會因為不同電信公司而有顯著差異。整體來看，重要表現程度分析結果顯示在六大構面下，綠色銷售、綠色回收以及綠色採購被認為是最重要且做得最好的，位在第一象限（持續保持），綠色物流和綠色消費被認為是低重要低滿意，位在第三象限(次要改善)，綠色製造被認為是低重要且高滿意，位在第四象限(過度投入)。雖然綠色電信受到電信業者的高度重視，但與其重要性相比，滿意度仍有待提升。另外，發現在六大構面下，三大電信業者CHT，FET和TWM之間存在差異，ANOVA分析用來檢驗重要性與滿意度是否會應受訪者的社經特性而有顯著的差異。另一方面，在Kano模型結果中，發現綠色電信的六大構面下，最高的兩個平均屬性百分比為無差異以及魅力屬性，指出電信員工對於實施綠色電信六大構面的態度是中立或有較大的影響。最後，根據實證數據分析的結果，以實際的方式提供電信業者加強員工對於實施綠色電信的滿意度，並為行動電話產業創造一個可持續的發展。

The importance of environment protection has been widely accepted by the public and sustainable operation becomes the core value of any corporate social responsibility (CSR) company. Carbon dioxide reduction as an essential part of sustainable development is considered to save energy consumption and decrease environmental problems. Telecommunications operators have emphasized CSR initiatives (e.g., implementing universal service) in their business operations for decades and in the long run, via implementing green telecommunications, operators manage energy (e.g., electric power, greenhouse gas), adopt electronic billing service, and recycle mobile phones etc. for a sustainable environment. This study evaluates the importance and performance levels of green telecommunications of mobile telecommunications companies from the perspective of employees. The methods of importance performance analysis (IPA) and Kano model are respectively used to investigate the key factors of importance and performance with the attributes and to distinguish the types of the attributes according to employees’ satisfaction when their companies implement green telecommunications. Hence, the gap between employees’ service expectations and actual service received is examined and the three types of basic, one-dimensional, attractive, indifferent, and reverse attributes are distinguished.
A total of 297 effective respondents are collected by distributing questionnaires to the employees of mobile operators in Taiwan. In the IPA results, it is found that among all six constructs, green sales, green recycling, and green purchasing are considered as both important and well performed ones located at quadrant I (keep up the good work), green logistics and green consumption are considered to be lower priority located at quadrant III, and green manufacturing is considered to be possible overkill located at quadrant IV. Although green telecommunications is received considerable attention from mobile operators, but the implementation performance compared to their conceived importance needs to be increased. The differences among the six constructs of green telecommunications among three major operators CHT, FET, and TWM is found and an ANOVA test verifies that the importance and performance of the respondents do vary with operators. On the other hand, in the Kano model results, it is found that the highest two average percentages of attribute types in the six constructs for green telecommunications are indifferent and attractive attributes. It implies that employees feel these constructs either are neutral to or greatly influence the implementation of green telecommunications. In the end, managerial suggestions are provided for the mobile operators to improve employee’s satisfaction in order to create sustainable values for telecommunications industry.

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