工作壓力、工作滿足及情緒管理對工作績效影響之研究─以壽險業銷售人員為例

A Study of Job Stress, Job Satisfaction and Emotional Management Impact on Job Performance-Case of Salesperson in Insurance Industry

陳俊良(Chun-Liang Chen)

指導教授 ： 劉春初

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2009年)

https://doi.org/10.6833/CJCU.2009.00092

摘要

由過去文獻提到工作壓力與工作績效間具有影響，但隨著金融環境的變遷及壽險商品的演進，人們對於壽險銷售人員的服務品質越顯重視，由於壽險公司是營利事業，當部門主管檢視銷售人員的工作績效時，不應只是以業績的達成目標結果論英雄，甚至對平常的教育訓練及銷售模式的溝通都有其重大的影響，只求達成目標，不計過程，因而影響業績推動的運作，有鑑於此，因此，本研究將工作滿足、情緒管理作為中介變項，進而討論對工作績效是否具有顯著影響。 本本研究架構以工作壓力為前置變數，工作績效為依變數，工作滿足與情緒管理為中介變數進行實證。瞭解工作壓力影響工作績效的效果大，亦或是工作壓力透過工作滿足與情緒管理影響工作績效效果大。過去相關文獻大都以產業界為實證對象，本研究選擇以壽險業銷售人員為研究對象，是因為壽險公司給人感覺都是重視服務及績效的行業，為了隨著時代潮流的求心、求變、求進步，因此，將先從人員在工作上的態度和反應來瞭解工作績效是否可以提升。 實證結果顯示：(1)工作壓力、工作滿足、情緒管理與工作績效彼此間皆有相關。(2)工作滿足與情緒管理對工作績效確實存在中介效果。

關鍵字

壽險業、工作壓力、工作滿足、情緒管理、工作績效

並列摘要

According to previous literatures, job stress has something to do with job performance. However, with the change of financial environment as well as the evolution of insurance products, people nowadays put great emphasis on the service quality of the insurance products salesman. For insurance companies are profit-seeking enterprises, when directors inspect salesmen’s job performance, they should not only observe their sales, but also regular educational training and communication of sales pattern. Only do they put focus on achieving the goal, not the whole process, will have influence on sales proceeding. Due to this, the research views job satisfaction and emotional management as a mediating role, to discuss if they are influential to job performance.
The whole structure of the research starts confirming by regarding job stress as determinants, job performance as dependent variable, job satisfaction and emotional management as mediators. Understanding whether job stress affects greatly job performance, or job stress combined with job satisfaction and emotional management affects hugely job performance. According to previous related literatures, enterprises are the main experimental opponents. The research, however, chose to select insurance salesmen as sample. It is because that insurance companies leave impression of service, sales highly concerned on people. To catch up with the update, transform and progress in the new times, we will first study the staff’s attitude as well as reaction towards career to see if we could promote job performance.
Research results show below:
1. Job stress, job satisfaction, emotional management and job performance are related to each other.
2. When it comes to job performance, job satisfaction and emotional management do have mediate effects towards it.

並列關鍵字

Insurance Industry, Job Stress, Job Satisfaction, Emotional

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