電信公司企業客戶部門專案業務之激勵制度對工作滿足及留任意願之影響-以工作壓力為干擾變數

因應網路崛起及電信服務殺價競爭，傳統電信公司深刻體認到電信業過往二十年的紅利已不復存在，電信的企業客戶業務人員也需要跟著一起跳脫以往思維走向資訊整合服務商之角色。以往公司對於其業務人員的激勵方式大部分就是依照業績的達成率來發放業績獎金而獲得工作滿足，片面來說上述公司對於業務人員的激勵制度應是一個正向的循環關係，但實際上業務人員絞盡腦汁的為達成或滿足公司策略及個人業績目標而疲於奔命造成的工作壓力；又或者是因工作繁重而犧牲與家人間的相處與私人生活等等因素，學者間也認為工作壓力增加時工作績效也是增加，但當工作壓力到達一定程度時會反而工作績效降低甚至也降低留任意願。所以本研究欲探討關於電信公司企業客戶部門的業務人員對於「激勵制度」、「工作滿足」、「工作壓力」以及「留任意願」彼此之間的關係。並以國內電信公司企業客戶部門之業務人員為研究對象，採線上問卷的方式發放問卷，問卷收集其間為2021年3月至2021年4月，共計發放問卷達250份而共回收有效問卷220份去進行分析，這項研究的結果如下： 1.激勵制度對價工作滿足有顯著正向的影響。 2.工作滿足對留任意願有顯著正向的影響。 3.激勵制度對留任意願有顯著正向的影響。 4.工作滿足在激勵制度與留任意願之間具有中介效果。 5.工作壓力對工作滿足與留任意願之間不具有干擾效果。

關鍵字

激勵制度；工作滿足；留任意願；工作壓力

並列摘要

In response to the rise of the Internet and the price competition of telecom services, traditional telecom companies have realized that the dividends of the past 20 years in the telecom industry no longer exist, and telecom's enterprise customer service personnel also need to move out of the past thinking to the role of information integration service provider. In the past, most of the motivation methods of companies for their sales staffs were based on the achievement rate of performance, and the performance bonuses were paid to achieve job satisfaction. Scholars also believe that work performance increases when work pressure increases, but when work pressure reaches a certain level, work performance decreases or even decreases when they are willing to stay. Therefore, this study was conducted to investigate the relationship between "motivation system", "job satisfaction", "job stress" and "retention desire" among the sales staff in the corporate customer departments of telecommunication companies. The questionnaires were collected from March 2021 to April 2021, and 250 questionnaires were distributed and 220 valid questionnaires were collected for analysis. The results of this study are as follows: 1. Incentive system has a significant positive effect on job satisfaction. 2. Job satisfaction has a significant positive effect on retention. 3. Incentive system has a significant positive effect on retention. 4. Job satisfaction has a mediating effect between motivation system and retention desire. 5. Job stress has no interfering effect between job satisfaction and retention.