壽險理賠人員的生涯發展、角色壓力與工作倦怠關係之研究

本研究主要在探討全國壽險理賠人員的生涯發展、角色壓力與工作倦怠之現況及關係，探討之方向分為三個步驟：（1）以問卷調查分析目前壽險理賠人員對上述變項之感受情況。（2）探討生涯發展、角色壓力與工作倦怠之相關性。（3）依分析歸納結論，並提出建議與可行方案。本研究將全國省分為北部地區、中部地區、南部地區、東部地區及離島五個區域，進行問卷發放與調查。實證結果顯示，壽險理賠人員之工作壓力及工作量均超過負荷；壽險理賠人員的生涯發展與角色壓力呈現負相關，亦即服務單位對理賠人員生涯發展的規劃愈良好，其角色壓力相對會降低；人員訓練與升遷愈多，工作倦怠感會愈低；角色壓力愈大，愈會增加工作倦怠感。因此，壽險經營者應加強對壽險理賠人員之教育訓練與生活輔導、減低工作量、打通升遷管道，以減輕壽險理賠人員工作倦怠的情形。

關鍵字

人壽保險；理賠人員；生涯發展；角色壓力；工作倦怠

並列摘要

Probe into Career Development of national Adjustment mainly in this research, present situation and relation of Role Stress and Burnout, the direction probed into is divided into three steps: (1) Investigate and analyze Adjustment at present to the above-mentioned impression situations which change one with the questionnaire. (2) Probe into the dependence of Career Development, Role Stress and Burnout. (3) In accordance with analyzing the conclusion of summing up, and propose suggestion and feasible track case. This research divides the national province into the northern territory, middle part, southern areas, eastern area and five areas of subsidiary island, ask that the curly hair is put and investigated. The real example result shows, working pressure of Adjustment and work load exceed load; Career Development and Role Stress of Adjustment are shouldered relevantly, namely it is the better to serve the planning of Adjustment Career Development of the unit, its Role Stress is relative will reduce; Personnel train and more transferred and promoted, will below Burnout; The bigger Role Stress is, it will increase Burnout to heal. So, the life insurance operator should strengthen the education and training of Adjustment and coaching lives, lowering the work load, streamlining and is transferred and promoted the channel , in order to lighten the situation of Adjustment Burnout.

並列關鍵字

Life Insurance ； Adjustment ； Career Development ； Role Stress ； Burnout

國際替代計量

壽險理賠人員的生涯發展、角色壓力與工作倦怠關係之研究

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