銷售人員訓練與績效關係之研究－以壽險服務業為例

The Relationship between Salesperson Training and Performance-The Example of Insurance Industry

楊濱燦(Bin-Tasann Yang)

《Asia Pacific Management Review》 3卷1期 (1998/06) Pp. 73-81

https://doi.org/10.6126/APMR.1998.3.1.05

摘要

有效的訓練計劃不僅對銷售人員的生涯發展歷程有極大的幫助，亦可使其避免工作上一般常犯之錯誤，進而提升工作績效，本研究之主要目的便在探討壽險服務業銷售人員訓練與績效間之關係。而在績效構面之衡量上，除了傳統的角色內行為績效活動之外，本研究亦加入了以往研究所忽略的組織公民行為來衡量績效，以擴充績效構面之完整性。資料之蒐集係採問卷調查方式，有效回收168份銷售經理人與服務銷售人員之配對問卷，研究結果顯示，服務人員之角色內行為、利於組織之公民行為，及利於他人之公民行為，與訓練項目（內容、方式、地點、施訓者）間之關係具不同之組合型態，而對於管理實務及理論之相關研究上各有其意義。此外，於文後亦提出了研究限制與後續研究之方向。

關鍵字

訓練 ； 績效 ； 角色內行為 ； 組織公民行為

並列摘要

An effective training program can make important contributions to the development of a salesperson job career. And it can make the salesperson avoid the common mistakes and increase performance. The main purpose of this present study was to explore the relationship between employee training and performance of the salespeople in the insurance industry. And besides the measurement of the traditional performance dimension, this study also measured the neglected dimension of performance-organizational citizenship behavior(OCB), to complement the previous studies. Data was collected by the questionnaires to survey the opinions of sales-managers about the employees performance behaviors. And service-employees answered the questions about the companies training programs. And 168 matched data were collected. The research results indicated that the relationship between training and in-role behaviors, organizational citizenship behaviors were different. It is meaningful to the managerial implications and related research. And this study indicated the research limitation and the directions of future research.

並列關鍵字

Training ； Performance ； In-Role Behavior ； Organizational Citizenship Behavior

參考文獻

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