人格特質與情緒智力對工作壓力及工作滿意度影響之研究-以談判策略為中介

由於國際企業活動不斷改變、市場競爭激烈，談判能力儼然成為一個組織能否在競爭環境中取得較佳優勢的重要關鍵，而業務人員在激烈的競爭中，擁有優良的商業談判能力，增進談判時之議價技巧，更是積極達成成交的重要因素。本研究針對人格特質、情緒智力、談判策略、工作壓力、工作滿意度之變項建立因果關係模式，旨在探討業務人員進行商務談判時，人格特質與情緒智力是否會影響談判策略之選擇及工作壓力進而對工作滿意度造成影響，因此，本研究之問卷發放對象以從事房地產買賣之房仲業業務與預售屋接待中心人員為對象進行問卷調查。本研究之正式問卷是針對房仲業與預售屋接待中心人員之公司員工為主要調查對象，共發放330份問卷，有效回收問卷為198份，本研究採用IBM SPSS Statistics 20及AMOS20對198份有效問卷進行敘述性統計分析、SPSS信度分析、驗證式因素與收斂效度分析、多元常態分析、SEM分析及違反估計、單因子及多因子檢測共同方法變異分析、區別效度分析、交叉效度分析、中介效果驗證分析(Product of Coefficients、Bootstrapping、MacKinnon PRODCLIN2)及標準化模型驗證來探討變數間的關係。本研究所得到的結論如下：1.研究結果發現房仲業業務人員的工作壓力並不會因為其壓力越小使得工作滿意越高，反而是工作壓力越大，工作滿意度越高，此研究結果有助於房仲業在挑選公司員工時，能夠選到正確且快速挑選適合此產業的員工。2.房仲業提出改善計畫：(1)房仲業應提升工作績效紅利與業績獎金。(2)房仲業在甄選人才時，應透過性向測驗以及有效的職能審核標準篩選出適合房仲業的人才以減少人力資源流動以利於節省公司訓練成本。

關鍵字

人格特質；情緒智力；談判策略；工作壓力；工作滿意度

並列摘要

With the constantly changing activities of international enterprise and fierce market competition, the negotiation ability seems to become the key to whether an organization can gain favorable advantage in the competitive environment. Under the fierce competition, the good business negotiation ability possessed by the sales personnel can strengthen the bargaining skills when negotiating, and it is even a critical factor to reach the deal actively. This study constructs causality relation model based on the variables of personality trait, emotional intelligence, negotiating strategy, job stress and job satisfaction, with the aim to explore whether the personality trait and emotional intelligence will affect the choice of intelligence strategy and work stress, further show influence on the work satisfaction when the sales personnel conduct business negotiation. Therefore, the questionnaire of this study is distributed to the sales personnel in the real estate brokerage industry and pre-sale house reception center for questionnaire survey. The major subjects for the formal questionnaire survey of this study are the sales personnel in the real estate brokerage and pre-sale house reception center for questionnaire survey. A total of 330 questionnaires are distributed, with 198 valid pieces returned. For the 198 valid questionnaires, this study adopts IBM SPSS Statistics 20 and AMOS20 to conduct narrative statistic analysis, SPSS reliability analysis, confirmatory factor and convergent validity analysis, multivariate normal analysis, SEM analysis and violation estimation, one-factor and multi-factor test of common method variation analysis, discriminant validity analysis, cross-validity analysis, mediating effect verification analysis(Product of Coefficients, Bootstrapping, MacKinnon PRODCLIN2) and standardized model verification to explore the relationship among the variables. This study obtains the following conclusions: 1. The study results show the reduction of work stress won’t result in high work satisfaction for the sales personnel in the real estate brokerage industry. On the contrary, the heavier work stress will bring higher work satisfaction. This finding can facilitate the real estate industry to recruit the right employees correctly and quickly. 2. Some improvement plans are proposed for the real estate industry: (1)The real estate industry should increase performance dividend and merit bonus. (2) When recruiting employees, the real estate industry should select the talents suitable to the real estate brokerage industry by aptitude test and effective competence standards, so as to reduce the labor turnover and save training cost for the company.