在大部份企業組織中,業務人員必須不斷的開發新客源、持續與現有客戶維持良好溝通,並隨時掌握業界環境變化,相較於其他職群通常更能對其組織之發展有顯著且直接之影響,加上其培訓成本較高,因此普遍被認為是企業中創造利潤以及產生成本的主要來源,是故如何降低組織中第一線業務人員的離職率,向來是實務界及學術界持續關注的重要課題之一。 本研究針對超過250位一般服務業中第一線業務人員進行問卷調查及結果分析,探討其離職傾向如何受主管領導風格以及組織獎勵制度的影響,研究結果顯示:主管領導風格偏向交易型或是轉換型領導,皆會降低業務人員的離職傾向,而其中交易型領導較轉換型領導更能夠有效降低業務人員的離職傾向。另一方面,當企業組織導入獎勵制度時,上述主管領導風格對業務人員離職傾向的影響則會受到干擾。本研究結果發現:獎勵制度能夠進一步降低轉換型領導風格下業務人員之離職傾向,但對身處交易型風格領導下的業務人員而言,獎勵制度則有可能產生降低其工作意願,增加其離職傾向的趨勢。
For most enterprises and organizations, the salespeople are responsible for developing new customer, maintaining good communication and relationship with existing customers, as well as keeping updated of the changing industry environment. With above function and higher training cost, salespeople are usually considered have more direct impact to the organization and its overall profit comparing with other functional groups. Study how to reduce the turnover of salespeople is very important from both practical and academic respect. With the purpose of researching how turnover behavior of salespeople is affected by supervisors’ leadership style and incentive system in the organization, more than 250 salespeople were surveyed through questionnaires and the result was analyzed. According to the analysis, both transformational and transactional leadership style can reduce the turnover intention of salespeople. In addition, transactional leadership style is more effective to reduce the turnover trend compare to the transformational style leadership. On the other hand, introducing proper incentive system to an organization can interfere the relation between leadership style and turnover intention. The research has found that the rewarding system can further reduce the turnover intention of salespeople under the leadership of transformational style. However, for the sales under the leadership of transactional style, the incentive system tend to reduce their working motivation and increases the turnover intention.