業務員工作績效影響因素之研究 ─ 跨層級分析模式

自2002年台灣加入WTO以來，隨著進口關稅調降以及配額全面開放，導致進口車衝擊國產車的生存。在如此競爭的環境下，汽車產業要如何提升汽車業務人員工作績效，來達成組織的獲利與目標，是當今各大汽車公司面臨的首要問題，更是企業能否持續經營的核心能力之一。本研究針對個案公司高屏地區總數263位汽車業務人員中，有參於新車教育課程之250位業務人員，採用普查法發放250份問卷來實施調查，總共回收245份有效問卷，回收率為84%。回收之問卷透過線性結構方程式(PLS)與層級線性模式(HLM)的統計分析方法，採取跨層級的途徑，除了分別探討個人層級與組織層級的變數，對個人工作績效的影響外，同時也探討組織層級變數，對個人層級變數間影響關係的可能干擾效果。本研究結論發現：（1）內控人格特質正向影響工作績效。（2）專業職能正向影響工作績效。（3）顧客關係管理正向影響工作績效。（4）轉換型領導正向影響工作績效。（5）轉換型領導在內控人格特質對工作績效的關係中，產生強化的調節效果。（6）轉換型領導在專業職能對工作績效的關係中，產生弱化的調節效果。（7）轉換型領導未在顧客關係管理對工作績效的關係中，產生調節效果。（8）人口統計變數對各變數間部分具有顯著差異。本研究除了提供學術的理論驗證外，並提出實務上的建議。

關鍵字

內控人格特質；專業職能；顧客關係管理；轉換型領導；工作績效

並列摘要

Since Taiwan has officially entered the World Trade Organization in 2002, imported cars have posed a threat to the domestic cars with the cut of import tariffs and the open of autonomous tariff quota. In this highly competitive market, the prominent problem for every company to deal with is how the automotive industry can improve sales representatives job performance to get the profits and reach the goal. Besides, this is one of the core ability that decides whether the companies can be going concern. This research is conducted by handing out questionnaires to 250 sales representatives who had attended the new cars courses of the 263 sales representatives around Kaohsiung and Pingtung area in the case company. There are 245 effective questionnaires and the collection rate of the questionnaire is 84%. With Prêt locatif social(PLS)and hierarchical linear modeling(HLM)analysis, adopting the multilevel method, the effective questionnaires are analyzed to investigate the individual impact of personal variables and organizational variables to personal job performance and the possible moderating effect of organizational variables to personal variables. The study result demonstrates that (i) internal locus of control has positive impact on job performance (ii) professional competencies influence job performance positively (iii) customer relationship management has positive effect on job performance (iv) transformational leadership has positive impact on job performance (v) transformational leadership has strengthening conditioning effect on job performance in internal locus of control personality orientation (vi) transformational leadership has weakening conditioning effect on job performance in professional competencies (vii) transformational leadership have no conditioning effect on job performance in customer relationship management (viii) demographic statistics variables have great differences between every variable. This study not only presents academic theory proof but also provides practical suggestions.