- 學位論文
銷售人員的衝突管理風格：探討負向情緒與人格特質的角色
Sales Clerks' Conflict Management Styles: Investigating the Role of Negative Emotion States and Personal Traits
摘要
本研究主要探討之主題為銷售人員面對銷售糾紛或問題時，負向情緒與人格特質在衝突管理風格中扮演的角色。銷售人員為與顧客的接觸的第一線人員，遇到銷售問題與糾紛的機會往往也最為頻繁，而在處理此類衝突時，負向的情緒狀態(State)必然會隨之發生；個體在處理衝突時所使用之衝突管理風格，除了受其人格特質影響外，情緒狀態往往也扮演著很重要的角色，故本研究將從此方向切入來探討其相互之干擾其影響。 本研究採問卷調查法，發放實體及網路問卷給近期有遭遇及處理銷售糾紛的銷售人員填答，並以統計分析的方式，分析負向情緒是否對於銷售人員的衝突管理風格與人格特質間的關係，具有干擾效果。 研究結果顯示，銷售人員的負向情緒狀態，在其人格特質中之親和性與妥協風格、自我監控與整合風格兩者間的關係，具有干擾效果。在低負向情緒時，親和性與妥協風格具有顯著之正相關，但在高負向情緒時，其相關性較前者減弱；低負向情緒時，自我監控程度不論低或高的銷售人員皆會傾向使用整合風格，自我監控與整合風格並無顯著相關性；而在高負向情緒時，自我監控程度低的人比起自我監控程度高的人，較不傾向使用整合風格，自我監控程度與整合風格呈現正相關。
並列摘要
Sales clerks directly face customers and therefore they are the ones who come across problems and conflicts most frequently. Also, when dealing with those quarrels and conflicts, they naturally fall into negative states, and besides, the conflict management styles applicable by individuals tend to be affected both by their personal traits and emotional states. This study, therefore, looks into the role of sales clerks' negative states and personal traits play in their conflict management. The data for this research were collected face-to-face and online through questionnaires distributed to sales clerks who had come across sales quarrels within three months. The statistical analysis of the data has provided significant evidence to explain the intrusion of the negative states on the interrelation of the clerks' personal traits and their conflict management styles. The results have shown that the negative states can indeed interfere with the two factors: compromising and agreeableness. Besides, the states also affected the interrelationship between another two factors: self-monitoring, and integrating. When the degree of the negative state was low, there was a strong correlation between the agreeableness and the compromising trait, but when the degree of the negative state was high, such correlation was less strong. When the degree of the negative state was low, sales clerks all tended to apply the integrating style, regardless of their level of self-monitoring being high or low. That means the two factors did not correlate. When the degree of the negative state was high, the clerks with a higher level of self-monitoring were more likely to apply the integrating style in dealing with quarrels. This indicates that there was an obvious correlation between these two factors.