保險業務員的專業承諾及工作認同對工作滿意度之影響-以團隊氣候為調節

The Impact of Insurance Salesmen’s Professional Commitment and Job Identity on Job Satisfaction: The Moderating Effect of Team Climate

易佳穎(Chia-Ying Yi)

指導教授 ： 蕭婉鎔

國立暨南國際大學/教育學院/諮商心理與人力資源發展學系 終身學習與人力資源發展碩士班/碩士(2022年)

https://doi.org/10.6837/ncnu202200024

摘要

近年來我國民眾愈來愈重視自身保險權益，使保險業蓬勃發展，同時也使其市場競爭更加激烈。這樣的環境下，保險從業人員扮演相當重要的角色，其所具備的專業性亦隨市場之需求逐漸提升，專業承諾亦顯格外重要。在我國保險業的生態環境中有幾個顯而易見的現象，例如取得保險業務人員的資格容易但合格率卻未過半、平均從業年齡逐年降低、更有過半數的從業人員坐擁不同領域的高學歷。且保險商品的銷售及服務主要著重業務員的專業能力，能力越高越能提供良好的服務品質。然而，在保險業務人員擁有高學歷的前提下，對於自我專業及工作認同是否會產生影響？此外，從業人員在團隊氣候的營造上又會如何？再者，專業承諾對於保險業務人員來說，是否會影響工作認同並進而對工作滿意度產生影響？當保險不再是一般的產品銷售，已有許多輔助證照能夠使從業人員自我加值，例如財務規劃師、風險規劃師、保險諮詢師等。在業務員心中專業程度上升是否會帶來影響？因此，本研究主要探討保險業務人員對於自身的專業承諾、工作認同是否會影響到其工作滿意度，並以團隊氣候調節工作認同與工作滿意度，進而影響到該行業的發展。本研究透過網路及紙本問卷的方式收集樣本，共245份。根據階層迴歸分析，結果發現（一）在保險業務人員的專業承諾程度越高，其工作認同程度越高。（二）當保險業務人員的工作認同越高，則工作滿意度越高。（三）當保險業務人員的專業承諾程度越高，則工作滿意度越高。本研究並依此結論提出實證結果與管理意涵；實務方面，建議組織可以更重視專業承諾，加強教育訓練，使保險業務人員更能效忠其職業，進而提升工作認同及工作滿意度。

關鍵字

專業承諾 ； 工作認同 ； 工作滿意度 ； 團隊氣候

並列摘要

In recent years, the people of Taiwan have paid more and more attention to their own insurance rights and interests, which has made the insurance industry flourish and also made its market competition more intense. In such an environment, insurance practitioners play a very important role, and their professionalism is gradually improved with the needs of the market, and professional commitment is particularly important. There are several obvious phenomena in the ecological environment of Taiwan's insurance industry, such as the easy qualification of insurance business personnel but the pass rate is not more than half, the average age of employment is decreasing year by year, and more than half of the practitioners have higher education in different fields. The sales and service of insurance products mainly focus on the professional ability of the salesman, and the higher the ability, the better the service quality can be provided. However, under the premise that insurance business personnel have high academic qualifications, will it have an impact on their professional and work identity? In addition, what about the practitioners in the creation of a team climate? Furthermore, does professional commitment affect job identity and, for insurance business personnel, and thus have an impact on job satisfaction? When insurance is no longer a general product sales, there are many auxiliary licenses that enable practitioners to self-add value, such as financial planners, risk planners, insurance consultants, etc.Will the increase in professionalism in the minds of salesmen have an impact? Therefore, this study mainly explores whether the professional commitment and work recognition of insurance business personnel to themselves will affect their job satisfaction, and adjust their work recognition and job satisfaction with the team climate, which in turn will affect the development of the industry. In this study, 245 samples were collected through online and paper questionnaires. According to the class regression analysis, it is found that (1) the higher the degree of professional commitment of insurance business personnel, the higher the degree of work recognition. (2) When the work recognition of insurance business personnel is higher, the higher the job satisfaction. (3) When the degree of professional commitment of insurance business personnel is higher, the higher the job satisfaction. In practice, it is suggested that organizations can pay more attention to professional commitment, strengthen education and training, and make insurance business personnel more efficient and loyal to their professions, thereby improving job recognition and job satisfaction.

並列關鍵字

Professional Commitment ； Job Identity ； Job Satisfaction ； Team Climate

參考文獻

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壹、中文部分

于子堯（2013）。陸軍心輔官工作壓力、專業承諾與工作滿足感關聯性之研究。國防大學政治作戰學院心理及社會工作學系碩士論文，桃園市。