台灣壽險業務人員逆境商數、情緒勞務、員工知覺組織支持與業務績效關聯模式之研究

A Study of the Relationship Model among Adversity Quotient, Emotional Labor, Perceived Organizational Support and Sales Performance for Life Insurance Industry in Taiwan

趙梓琪(Tzu-Chi Chao)

指導教授 ： 李元墩

共同指導教授 ： 池福灶

長榮大學/管理學院/經營管理研究所(博)/碩士(2009年)

摘要

摘 要
近年來各國受到美國金融風暴的影響，整體金融體系產生劇烈購併與合併之危機、多家銀行面臨倒閉宣告破產之困境，在這一波的金融風暴亦可能產生骨牌效應，使得各壽險公司需面對並因應複雜的經營環境變化及國際化之競爭等挑戰，而在這不確定的環境之中、生活上到處充滿著不確定性。在大環境的變動之下，壽險業務人員的抗壓能力更顯重要。而業務人員本身所具備抗壓程度的不同，也反映在他所面對不同顧客時，本身情緒的表達亦有所不同。業務人員有可能會透過不同的情緒反應，進而影響到業績的表現。業務人員會因為透過感受到組織的支持程度高低，進而影響情緒的表達。期望本研究能夠有助於從事壽險業務人員針對自我的逆境商數及情緒勞務的表達，並藉由透過組織的支持來加以提升自我業務績效。
本研究經由文獻分析，以台灣壽險業之業務人員為施測對象，採取分層立意抽樣方式共發出1,500份問卷，共計回收有效問卷221份，有效回收率為14.73%，並應用變異數分析、複迴歸分析、Pearson相關分析、層級迴歸分析與結構模式分析（SEM）等統計方法驗證本研究之假設，根據統計分析結果歸納出研究結論如下：1.逆境商數與情緒勞務、情緒勞務與業務績效、逆境商數與業務績效正向關係；2.整體關係模式具有良好之適配程度；3.逆境商數會因員工知覺組織支持之干擾作用對情緒勞務產生顯著部分影響。
最後就本研究之結論與管理意涵作深入探討，並呈現具體之研究貢獻與建議，以供企業界及學術界參酌。

關鍵字

逆境商數、情緒勞務、員工知覺組織支持、業務績效

並列摘要

Abstract
In recent years global received the USA financial crisis of influence, the financial system had the mergers and acquisitions crisis, many banks faced with go out of business declare of bankruptcy the difficult position. Also possibly has the dominoes effect in this wave's financial crisis. The life insurance companies must face the complex condition of business change and the internationalization of competition and challenges. The environment of changes, life insurance sales resistant to Adversity Quotient is more important. The sales themselves have the resistant to compression degree difference, also reflected when they faces the different customers, to express their own emotions are also different. The sales will have the possibility to penetrate the different mood to respond that will then affect the achievement performance. Because the sales by will feel organization's degree of support height, thereby affecting the expression of emotions. Hope the research can engage in life insurance business for self-service adversity quotient and emotional labor, and by organization support through the organization to be self-enhancing sales performance.
The researcher chose 29 for life insurance industry in Taiwan. After using stratified and purposive sampling, there were 221 effective questionnaires returned among 1,500 questionnaires distributed. The usable returned rate was 14.73%. The data were analyzed by a variety of statistical methods, such as regression analysis, Pearson product-moment correlation, hierarchical regression analysis, ANOVA and SEM to testify the hypotheses of this study and fit-appropriation model of theory building.According to the research, the following conclusion:1. Adversity Quotient has significant positive correlation and influence on Emotional Labor, Emotional Labor has significant positive correlation and influence on Sales performance, Adversity Quotient has significant positive correlation and influence on Sales Performance. 2. Fit model fitness of relationship exists among each construct. 3. Adversity Quotient has a significant positive influence on Emotional Labor of Perceived Organizational Support with a moderating influence of Emotional Labor. Finally, the researcher conducted thorough analysis on the conclusion of the research and meanings of management. The study also provides concrete research contribution and suggestions for industrial and academia reference.

並列關鍵字

Adversity Quotient, Emotional Labor, Perceived Organizational Support and Sales Performance

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