保險電話行銷人員人格特質對工作績效、工作滿意度與離職傾向關係之研究

隨著政府對於保險電話行銷規範較以往更加周延，電話行銷保險契約成立的便利性反而被冗長的告知事項所取代，成交機率大不如前，保險電話行銷人員紛紛出走其他產業。本研究主要透過人格特質的觀點，以目前仍在職的保險電話行銷人員為研究對象，探討人格特質對工作績效、人格特質對工作滿意度、工作滿意度與離職傾向之關聯性。本文使用問卷調查方式發放予從事保險電話行銷業務之主管及電話行銷人員(或協助轉發問卷)，取得305份有效問卷，並以SPSS統計軟體對回收問卷之結果進行分析。研究結果發現：(1)人格特質對工作績效具有顯著正相關，顯示具「敏銳協同性」、「邏輯洞察性」、「目標領導性」及「自我內控性」的人格特質會影響其工作績效。(2)人格特質對工作滿意度具有顯著正相關，顯示具「敏銳協同性」、「目標領導性」、「自我內控性」的人格特質會影響對工作的滿意程度，將有助於未來人壽保險公司選才背景之參考。(3)工作滿意度對離職傾向具有顯著負相關，顯示人員工作滿意度愈高其離職傾向愈低，又以對工作環境、工作本身帶來的挑戰性、工作自由度以及努力工作後所得到之薪獎報酬的內部滿意程度是影響人員去留的主要關鍵。

關鍵字

電話行銷；電話行銷人員；人格特質；工作績效；工作滿意度；離職傾向

並列摘要

As the government regulations for insurance telemarketing are more stringent than ever. The convenience of the establishment of a telemarketing insurance contract has been replaced by lengthy notifications. Success rate is much lower than befor, telemarketers have fled to other industries. This study mainly explores the relationship between personality traits on job performance, personality traits on job satisfaction, job satisfaction and turnover intention by using personality traits and study on insurnce telemarketers who are still working. This article uses questionnaires to distribute to executives and telemarketers (or forwarding questionnaires) engaged in insurance telemarketing business, obtain 305 valid questionnaires. The valid questionnaires were analyzed with SPSS software. The research results found that:(1)Personality traits have a significant positive correlation with job performance, showing that personality traits with "sensitive collaboration", "logical insight", "target leadership", and "self-internal control" will affect their work performance.(2)Personality traits have a significant positive correlation with job satisfaction, showing that personality traits with "sensitive collaboration", " target leadership", and "self-internal control" will affect job satisfaction.(3)Job satisfaction has a significant negative correlation with turnover intentions, indicating that higher job satisfaction and lower turnover intentions.