保險業務人員團隊關係品質對工作績效與工作滿意之影響-以幸福感、工作熱情為調節變項

保險業務團隊，隨著產業前景專業度提升，在本土及外商保險公司共計30多家的相互競爭之下，培育業務員與發展業務團隊，成為保險業務主管發展重點。因此本研究期望對於，保險業務人員對於團隊的關係品質、工作績效與工作滿意進行探討，並加入幸福感與工作熱情作為調節變項，以了解若有較強的幸福感與工作熱情，是否能提升保險業務團隊對於關係品質、工作績效與工作滿意? Morgan Hunt(1994)關係品質是以長期發展導向，以信任與承諾為基礎來建立、發展與維持成功關係，並達到雙贏交易的所有行銷活動。Kane Lawler (1976) 指出「工作績效」是指員工在某特定期間內，執行工作時所達成結果的紀錄，或達成目標的效益，這些效益項目如:生產力、營收成長率、利潤成長率、市場佔有率、預算控制、提升品質、縮短時效、降低成本及客戶滿意度等。因其為主觀、正向的感受，故無法由外在客觀標準為評斷(施建彬，1995) Gubman (2003)認為「工作熱情的表現」是一種連續向度，每個人對工作可有不同程度的「投入」到有「熱情」(on engagement to passion) 以表現其對組織、工作滿意度不同的看法。基於以上之研究文獻，本研究推論出假設一至假設七。本研究以保險業務員為研究對象，抽樣方式以便利抽樣及滾雪球方式來取得資料樣本，共回收有效問卷268份，並運用SPSS及AMOS兩套軟體進行驗證行因素分析、相關分析、迴歸分析、階層迴歸分析、T檢定與變異數分析，研究結果如下: 1.H1:關係品質對其工作績效有正向顯著影響-成立 2.H2:關係品質對其工作滿意有正向顯著影響-成立 3.H3:幸福感在關係品質對工作滿意之影響上有正向調節作用-不成立 4.H4:幸福感在關係品質對工作績效之影響上有正向調節作用-成立 5.H5:工作熱情在關係品質對工作滿意之影響上有正向調節作用-不成立 6.H6:工作熱情在關係品質對工作績效之影響上有正向調節作用-成立 7.H7:不同人口統計變項下之保險業務員在，關係品質、工作績效、工作滿意、工作熱情、幸福感上之差異-部分成立針對上述結果，本研究提出相關管理意涵與建議。保險業務團隊中應提供團隊夥伴完善且可靠的教育訓練，將做出符合法規的行政系統及升遷制度。例如具備哪些專業證照、相關課程基本時數等，並將其納入升遷考核選項之中。另建議保險業務團隊，公司、單位，可增加主管與夥伴之間的QA提問時間，一的固定的時間，面對面的互動，「透過QA提問單不記名的方式，對於公司、主管，來進行提問，第一線業務夥伴可以直接的得到高階管理階層主管的回應，同步公司、主管，可以了解夥伴在業務拓展及工作時的挑戰」。

關鍵字

業務團隊；關係品質；工作績效；工作滿意；幸福感；工作熱情

並列摘要

Along with the improvement of the professionalism of the industry prospect, cultivating salesmen and developing sales teams has become the key point of the senior management in insurance industry, specially under the competition of more than 30 local and foreign insurance companies. Therefore, this study expects to explore the relationship quality, job performance and job satisfaction of sales team in insurance industry, and adding happiness and work enthusiasm as a moderator variable. In order to understand whether a strong sense of happiness and work enthusiasm can elevate relationship quality, job performance and job satisfaction of sales team in insurance industry? Morgan Hunt (1994) found that relationship quality is a long-term development orientation, based on trust and commitment to establish, develop and maintain successful relationships to achieve a win-win transactions in all marketing activities. Kane Lawler (1976) mentioned that "job performance" refers to the record of results achieved by employees during a certain period of time when performing work, or the benefits of achieving goals, such as productivity, revenue growth rate, profit growth rate, market share, budget control, improving quality, shortening timeliness, reducing costs and customer satisfaction. Because it is a subjective and positive feeling, it cannot be judged by external objective criteria (Shi Jianbin, 1995). Gubman (2003) believes that "the performance of work enthusiasm" is a continuous dimension, and each person may have different degrees of work enthusiasm. To have "on engagement to passion" to express their different views on organization and job satisfaction. Based on the above research literature, this study deduces Hypotheses one to seven. This study takes insurance salesmen as the research objects. Data samples were obtained by convenience sampling and snowball sampling. A total of 268 valid questionnaires were collected. The SPSS statistical analysis software and AMOS statistical analysis software were used for factor analysis, correlation analysis, regression analysis, hierarchical regression analysis, T-test and variance analysis. The results of the study are as follows: 1.Hypothesis 1: Relationship quality has a significant positive impact on job performance– supported. 2. Hypothesis 2: Relationship quality has a significant positive impact on job satisfaction– supported. 3. Hypothesis 3: Happiness has a significant positive moderator effect on the impact of relationship quality to job satisfaction – unsupported. 4. Hypothesis 4: Happiness has a significant positive moderator effect on the impact of relationship quality to job performance– supported. 5. Hypothesis 5: Work enthusiasm has a significant positive moderator effect on the impact of relationship quality to job satisfaction – unsupported. 6. Hypothesis 6: Work enthusiasm has a significant positive moderator effect on the impact of relationship quality to job performance– supported. 7. Hypothesis 7: Insurance salesman with different demographic variables have some significant differences in relationship quality, job performance, job satisfaction, work enthusiasm, and happiness. – partially supported. In view of the above results, this study proposes relevant management implications and recommendations. The sales team in insurance industry should not only provide complete and reliable training, but also develop an administrative and promotion system which complies with laws and regulations to their team member. Use professional certificates and class hours of relevant courses as the promotion assessment options for example. Also suggested that the sales team and companies in insurance industry can increase Q A times between supervisors and team members. Team member can ask any questions to their supervisors or senior management through the anonymous Q A sheets in a fixed time by face-to-face. The benefit of the anonymous Q A sheets could let the team member get the directly response from their senior management or supervisors, on the same time the senior management and supervisors can also be aware of the challenges when their team member develops at work.