壽險業務員人格特質、印象管理與組織公民行為關係之研究—以情緒調節為干擾變數

A Study on the Relationships of Personality Traits, Impression Management and Organizational Citizenship Behavior of Life Insurance salesperson: Emotion Regulation as a Moderator

戴婉如(Wan-Ru Dai)

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，以自利觀點探討員工展現組織公民行為之前因印象管理對組織公民行為之影響，了解印象管理與組織公民行為之關係，並由於印象管理之運用會受到不同人格特質傾向之影響，故探討人格特質對印象管理之差異性分析，為基於情緒對個人的行為反應具有重大的影響效果，故以個人情緒調節能力為干擾變項，探討情緒調節對印象管理與組織公民行為關係之干擾效果。

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，為避免同源偏差的疑慮，本研究將研究問卷分為主管他評：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、印象管理、情緒調節與人口統計變項等相關變數。本研究實際發放問卷共620份配對問卷，回收497份，回收率為80.16%，經由主管、部屬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72.9%。

回收之有效問卷，利用敘述統計分析，以瞭解樣資料在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、印象管理、情緒調節與組織公民行為構面之間的相關性；以單因子多變量變異數分析檢定人格特質對印象管理之影響；並以迴歸分析檢定印象管理與組織公民行為之關係；及以階層迴歸分析檢定情緒調節對於印象管理與組織公民行為關係之干擾效果。

本研究根據資料分析結論提出下列結論：
一、奉承印象管理受到高外向性傾向、低神經質傾向、高自尊傾向的影響；自我推銷印象管理受到高外向性傾向、高勤勉審慎性傾向、低神經質傾向與高自尊傾向影響；哀求與威嚇印象管理受到低外向性傾向、低勤勉審慎性傾向、高神經質傾向與低自尊傾向的影響。
二、威嚇印象管理與組織公民行為具有負向之影響，而認知重評對威嚇印象管理與組織公民行為具有負向強化效果；高認知重評對模範印象管理與組織公民行為具有正向強化干擾效果。
三、高表達抑制對自我推銷印象管理與組織公民行為具有正向削弱效果；高表達抑制對模範印象管理與組織公民行為具有正向強化干擾效果。

本研究根據上述結論提出下列建議：
一、管理者應評估員工的組織公民行為是否真的有利於組織。
二、管理者應重視員工的情緒與情緒調節，並就情緒做後續情緒追踨。
三、壽險公司或管理者在甄才時，應考慮其人格特質的顯現，因人格特質會影響員工的印象管理行為選擇，而印象管理行為會影響員工的組織公民行為表現。

關鍵字

情緒調節 ； 人格特質 ； 印象管理 ； 組織公民行為

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 impression management influences organizational citizenship behavior by self-interest. This research would like to understand the relationship between the impression management and organizational citizenship behavior. And using the impression management would be influenced by the different personality traits characteristic, so, this research analyzed the difference between personality traits and imperssion management. 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 impression management and the Organizational Citizenship Behavior.

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 personal characteristic, impression management, 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 72.9%.
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 trust personality traits, impression management, emotion regulation, and organizational citizenship behavior; One-way MANOVA was conducted for testing the effect personality traits on impression management; and finally, hierarchical regression analysis was conducted for testing the moderated effect of the emotion regulation on the relationship of impression and organizational citizenship behavior.

There were three conclusions of this research stated as follows:
1. The Ingratiation Impression Management would be influenced by high extraversion, low neuroticism and high self-esteem. The Self-Promotion Impression Management would be influenced by high extroversion, high conscientiousness, low neuroticism and high v self-esteem. The Supplication and Intimidation Impression Management would be influenced by low extroversion, low conscientiousness, high neuroticism and low self-esteem.
2. While the organizational citizenship behavior has negative effect on intimidation impression management; the negative interference effect of intimidation of impression management on organizational citizenship behavior will be effect by the strengthening interference of cognitive reappraisal and the positive interference effect of exemplification of impression management on organizational citizenship behavior will be effect by the strengthening interference of cognitive reappraisal.

3. The positive interference effect of self-promotion of impression management on organizational citizenship behavior will be effect by the weakening interference of expression suppression; the positive interference effect of exemplification of impression management on organizational citizenship behavior will be effect by the strengthening interference of expression suppression.

The Following suggestions were proposed in accordance with the foregoing results:
1.The administrators should evaluate whether the organizational citizenship behavior of employees would helpful to organization.
2. The administrators should pay much attention at the emotion and Emotion Regulation of employees, and they should keep tracing after the of emotion of employee.
3. When the insurance company or administers select employees, they should consider the revealing of personality traits. Because the personality traits would influence the choice of impression management of employees, and the impression management would influence the organizational citizenship behavior of employees.

並列關鍵字

Organizational Citizenship Behavior ； Impression Management ； Emotion Regulation ； Personality Traits.

參考文獻

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