壽險業務員人格特質、心理契約與組織公民行為關係之研究－以情緒調節為干擾變項

A Study on the Relationships of Personality Traits, Psychological Contract and Organizational Citizenship Behavior of Life Insurance Salesmen - Emotion Regulation as a Moderator

賴雅莉(Ya-Li Lai)

指導教授 ： 田靜婷

朝陽科技大學/管理學院/保險金融管理系/碩士(2009年)

摘要

本研究基於組織公民行為對組織之重要性，以自利觀點探討業務員展現組織公民行為之前因心理契約對組織公民行為之影響；且鑑於心理契約之呈現會受到不同人格特質債向影響，故另探討人格特質對心理契約之影響；基於情緒對個人行為反應具影響效果，故以個人情緒調節行為作為干擾變項，藉以探討情緒調節對人格特質與心理契約間關係之干擾效果。
本研究採問卷調查法，研究對象以人壽保險業之專職業務員為主，且為避免同源偏差的疑慮，本研究將研究問卷分為主管他評問卷（含組織公民行為與人口統計變項）及員工自評問卷（包含人格特質、心理契約、情緒調節與人口統計變項）。本研究共發放620份配對問卷，回收497份，回收率為80.16%，經由主管、業務員配對確認與檢查填答內容之完整性，刪除無效問卷45份，有效問卷為452份，有效問卷回收率為72.90%。
回收之有效問卷，利用敘述統計分析，藉以瞭解業務員個人背景屬性上的分佈情形；以皮爾森相關分析檢定人格特質、心理契約、情緒調節與組織公民行為各構面之間的相關性；以迴歸分析檢定人格特質對心理契約之影響；以單因子多變量變異數分析檢定心理契約對組織公民行為之差異性；並以階層迴歸分析檢定情緒調節對人格特質與心理契約間關係之干擾效果。
本研究根據資料分析結果，提出下列結論：
一、不同心理契約對組織公民行為會有不同的影響。
二、不同的人格特質對心理契約實踐具有不同的影響，且經過認知重評的情緒調節效果，會使兩者間之關係形成不同的干擾影響。
三、不同的人格特質對心理契約實踐具有不同的影響，且經過表達抑制的情緒調節效果，會使兩者間之關係形成不同的干擾影響。
四、不同的人格特質對心理契約破壞與違反具有不同的影響，且經過表達抑制的情緒調節效果，會使兩者間之關係形成不同的干擾影響。
本研究根據上述的研究結果提出下列建議：
一、壽險公司或管理人在徵選人才時，可以人格特質的顯現作為參考依據，使公司內業務員盡量避免產生心理契約破壞或違反情形。
二、由於人格特質的不同，在心理契約的呈現上也會有所差異，所以當主管對業務員提出承諾時，不只需要確實實行，在提出承諾前亦可針對不同特質的業務員，提出不同的承諾。
三、公司或主管給予業務員承諾前，除了頇考量前述所提到的不同人格適用的承諾方式，亦先思考其承諾之完成度是否可達到該業務員之標準，以避免業務員心理契約之破壞或違反。
四、壽險公司或主管所提出的承諾亦頇考慮到業務員情緒調節的方式，藉此更準確地掌握業務員心理、滿足其需求。

關鍵字

組織公民行為 ； 情緒調節 ； 人格特質 ； 心理契約

並列摘要

This research based on the importance of organizational citizenship behavior to organization, that research in before the employees show the organizational citizenship behavior because the psychological contract influences organizational citizenship behavior by self-interest. This research would like to understand the relationship between the psychological contract and organizational citizenship behavior. And using the psychological contract would be influenced by the different personality traits, so, this research analyzed the difference between personality traits and psychological contract. There are some significant influences of emotion to individual behavior, so the ability of individual emotion regulation would be the interfering variable to research the interfering effect of emotion regulation between the personality traits and the psychological contract.
In this research, the researcher will adopt to test the quality of questionnaire with reliability and validity. Full-time salespersons from life insurance companies were invited to participate in the survey. To avoid the misgiving of the deviation from the same cause, for this reason, the questionnaire of this research would be separated two types. One is measured from chief manager, including the organizational citizenship behavior subject and the variable of population statistics. Another is measured by employees themselves, including personality traits, psychological contract, emotion regulation and variable of population statistics. In this study, 620 pairing questionnaires, and a total of 497 questionnaires were returned, a return rate of 80.16%. After discarding invalid 45 questionnaires, totalizing 452 questionnaires were valid, a return rate of 72.90%.
With the valid returned questionnaires, descriptive statistic analysis was conducted for understanding the distribution of the individual background attribute of the sample data; canonical correlation was conducted for testing the relationship between the dimensions of personality traits, psychological contract, emotion regulation, and organizational citizenship behavior; regression analysis was conducted for testing the relationship between the dimensions of personality traits and psychological contract; One-way MANOVA was conducted for testing the effect organizational citizenship behavior on psychological contract; and finally, hierarchical regression analysis was conducted for testing the moderated effect of the emotion regulation on the relationship of personality traits and psychological contract.
According to data analysis, the following findings are concluded in this study:
1. Different psychological contract show the difference in organizational citizenship behavior.
2. Cognitive reappraisal will interfere with the relationship of personality traits and psychological contract fulfillment.
3. Expression suppression will interfere with the relationship of personality traits and psychological contract fulfillment.
4. Expression suppression will interfere with the relationship of personality traits and psychological contract breach and violation.
The Following suggestions were proposed in accordance with the foregoing findings:
1. The personality traits can provide a reference to the hiring companies to choose better of life insurance agents with the lowest psychological contract breach and violation.
2. The employers should apply different personality traits to employees with different commitment in order to achieve better Organizational citizenship behavior.
3. Organizational commitment to supervisor directly influences employees’ psychological contract, so the managers should honored there promises.
4. According to the findings, this study suggests that organizational commitment should be contingent on employee personalities, and should be given to emotion regulation of employee to improve employees’ psychological contract.

並列關鍵字

psychological contract ； personality traits ； organizational citizenship behavior ； emotion regulation

參考文獻

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