銷售人員個人特質、組織支持與企業社會責任的實施對其工作績效之影響

員工是企業最重要的資產，企業想要保有競爭優勢及核心能力，除了產品外，銷售人員就是成功的決定性關鍵因素。在各個產業中，銷售人員扮演著極為重要的角色，銷售人員除了是企業與顧客間的溝通橋樑外，銷售人員的工作績效會對公司的經營產生重要的影響。而如何提高銷售人員的工作績效是許多企業管理者所重視的議題。有滿足的員工才會有滿足的顧客，亦銷售人員的工作滿足程度高，表示對工作抱持著正面的態度，對完成組織績效目標的程度有正向影響，亦能使組織成員展現其他利於組織的顧客導向行為，並進而提昇工作績效。綜合上述，本研究旨在探討銷售人員之工作滿足、顧客導向行為與工作績效之間的關係。此外，本研究亦探討工作滿足之前置因素。本研究整合了個人特質(五大人格特質)、組織支持(包含主管、同事關係)以及企業社會責任的實施，探討此三個層面的前置因素對工作滿足的影響。具體而言，本研究目的為: 1.探討銷售人員的個人特質、組織支持、企業社會責任的實施對工作滿足的影響; 2.探討銷售人員個人特質對顧客導向行為的影響; 3.探討工作滿足對顧客導向行為的影響; 4.探討顧客導向行為對工作績效的影響。預期本研究結果對銷售人員的管理有著重要的意涵。研究對象為各產業之銷售人員，有效問卷共計204份，本研究資料分析採用PLE-SEM模型並使用SMART-PLS套裝軟體進行資料分析與處理實證分析，實證結果顯示皆對工作績效具有正向影響。

關鍵字

人格特質；企業社會責任；工作滿足；顧客導向行為；工作績效

並列摘要

Employees are the most important assets of an enterprise. In order to maintain its competitive advantage and core capabilities, salespeople are the most critical factor in the service industry. Salespersons act as a communication bridge between enterprises and customers. Moreover, salespersons’ job performance will have an important impact on the company's operation. Thus, how to improve the job performance of sales staff is an important issue for many business managers. Salespersons with higher job satisfaction, indicating a positive attitude, will lead to better customer-oriented behavior and staff’s job performance. This study integrates personal characteristics (big five personality traits), organizational support (including supervisors, colleagues, and customer relationship) and the corporate social responsibility as the antecedents of job satisfaction. The relationship among job satisfaction, customer-oriented behavior and job performance is explored as well. In summary, the purpose of this study is as follows. First, this study investigates the impact of personal characteristics, organizational support and corporate social responsibility on job satisfaction. Second, the impact of personal characteristics on customer-oriented behavior is conducted; third, this study explores the impact of job satisfaction on customer-oriented behavior. Finally, this study explores the impact of customer-oriented behavior on salespeople’s job performance. The research objects are salespeople in various industries. A total of 204 valid questionnaires are collected. The data analysis of this research adopts the PLE-SEM model and the SMART-PLS package software for analysis. The empirical results indicate that salespeople’s job satisfaction all have a positive impact on their job performance. Furthermore, the results of this study will have important implications for the management of sales staff.

並列關鍵字

Personality Traits ； Corporate Social Responsibility ； Job Satisfaction ； Customer-Oriented Behavior ； Job Performance

參考文獻

英文文獻

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