理財專員之印象管理、人格特質對其工作績效影響之研究－以信任關係矩陣為中間變項

The Impression Management、Relationship among Personality and Job Performance of Financial Specialist From The Viewpoint of Trust Relation Matrix

洪嘉妤(Chia-Yu, Hung)

指導教授 ： 洪英正

共同指導教授 ： 楊立人(Li-Ren Yang)

淡江大學/管理學院/企業管理學系碩士在職專班/碩士(2008年)

https://doi.org/10.6846/TKU.2008.00786

摘要

近年來金融機構掀起一股併購風潮，各家金融集團紛紛設立財富管理部門，設法為客戶提供一站購足與量身訂做的整合式金融服務，消費者理財的重心逐漸轉移到「存量配置」的階段。目前的財富管理或全球金融業競爭，其實就是一場「人才的競爭」。理財專員要如何才能突破顧客心防、取得信任，同時與顧客建立長期且良好的互動關係，相信是現代相當重視的議題。

本研究乃探討影響理財專員之印象管理、人格特質對其工作績效影響之因素，以了解理財專員之印象管理、人格特質對其信任關係之心理歷程，並了解信任關係矩陣如何影響工作績效。本研究針對台北縣市各銀行理財專員作為抽樣對象，以便利抽樣方式調查，共有效回收樣本220份，分屬 14 家銀行，透過問卷調查之實證分析，本研究有下列重要的發現：

一、不同印象管理與人格特質之理財專員，在與投資人間之信任關係，部份具有顯著差異。
二、理財專員之印象管理與人格特質對於與投資人間之信任，具有顯著影響。
三、不同信任關係對在理財專員之工作績效上會有顯著差異。
四、部份人口統計變項與印象管理、人格特質、信任及工作績效間呈現差異顯著關係。

關鍵字

理財專員 ； 印象管理 ； 人格特質 ； 信任關係矩陣 ； 工作績效

並列摘要

There is a wave of merger for financial institutions in recent years. The wealth departments of the financial groups have mushroomed all over the world. They provide an integrated financial service to their customers such as one-stop shopping and tailor-made programs. Thus, customers gradually focus on stock allocation for financial management. So the most important duty for a bank is to get the talent financial consultant. Therefore it’s an important subject for how the financial consultant breaks the customer’s guard and acquires their trust to maintain even long term and good interactive relationship.

This research is discussing about factors of influencing job performance by impression management and personality of the financial consultant for realizing the psychological processes behind the trust relation. And we try to find out how trust matrix affects job performance. This research surveys financial consultants from banks in Taipei County and Taipei City. The sample size would be 220 from 14 banks. The research has the following important discovery:

1. There is a partially significant difference on trust relation by different
impression management and personality of the financial consultant.
2. There is a partially significant influence on trust relation by impression
management and personality of the financial consultant.
3. There is a significant difference on job performance by different trust
relation between the financial consultant and his customer.
4. There is a partially significant difference on impression, personality, trust
relation, and job performance by different demographics of financial
consultants.

並列關鍵字

financial consultant ； impression management ； personality ； trust relation matrix ； job performance

參考文獻

楊聰博（2004），個人信任與公司忠誠之關聯性探討－以銀行理財專員為例，大葉大學資訊管理學系碩士論文。

何苔麗（2006），「影響投資人對銀行個人財富管理業務顧客忠誠度相關因素之研究－從信任關係矩陣切入」，淡江大學企業管理學系碩士論文。

Dwyer, F.R. and Lagace, R.R.（1986）, “On the Nature and Role of Buyer-Seller Trust. ” Chicago: American Marketing Association, pp.40-45.

Mohamed, A. A., Gardner, W. L., & Paolillo, J. G. P. (1999). A taxonomy of organizational impression management tactics. Advances in Competitiveness Research, 7(1), 108-130.

Allport, G. W. & Odbert, H. S.（1936）. Trait Names: A Psycho-lexical Study. Psychological Monographs, 47 (1), 1-37.