Title

銀行櫃員離職傾向探討-以民營金控銀行為例

Translated Titles

The Impact of Bank Staffs Turnover Intention Discussion- A Case of Private Financial Holdings Bank

Authors

林正義

Key Words

職家衝突 ; 銷售技巧 ; 情緒智力 ; 離職傾向 ; Work-Family Conflict ; Selling Skill ; Emotional Intelligence ; Turnover Intention

PublicationName

國立暨南國際大學高階經營管理碩士學位學程學位論文

Volume or Term/Year and Month of Publication

2016年

Academic Degree Category

碩士

Advisor

施信佑

Content Language

繁體中文

Chinese Abstract

因應科技點燃的銀行轉型,培養全方位金融人才。銀行第一線服務的櫃員應此科技浪潮,組織變革同時,要維持服務熱忱及兼顧銷售商品,勢必影響家庭及工作職責時,情緒波動下而產生離職意圖。本研究探討以民營金控銀行下櫃員職家衝突、銷售技巧,透過情緒智力為調節變項,對離職傾向的相互影響為何,探討彼此的相關性。銀行管理階層應建立調適壓力的方法,常與下屬溝通訪談,以掌握及瞭解其家庭狀況,協助並適時緩和工作及家庭的壓力,對未來改變具勝任感進而對公司發展上能更有信心及向心力。經分析其研究結果發現:職家衝突對離職傾向有顯著正向影響,銷售技巧對離職傾向有顯著負向影響,情緒智力為職家衝突與離職傾向的調節變項;情緒智力為銷售技巧與離職傾向的調節變項。最後依前述研究結果提出管理意涵與後續研究,未來建議公司的教育訓練課程中,可加入衝突管理、銷售技巧、情緒管理等課程,能用正面、積極且有效的方式,提升自我價值。亦將員工情緒智力分級,分派不同工作性質,賦以不同職責,期在不同的情緒智力下,使銀行櫃員可達到最高產值及成就的表現。

English Abstract

Because technology put bank a match to enterprise transformation. cultivate talents from a full range of financial. Bank teller should be the first line of this technology wave, Organizational change reform, we should maintain the enthusiasm and sales of goods. Is bound to affect the family and work responsibilities, mood fluctuations generated turnover intentions. This search shows work-family conflict , selling skill for the impact of private financial holdings bank staffs . Through emotional intelligence to adjust variables, mutual influence on turnover intention, and to explore the correlation between. Bank management should establish a method of pressure adjustment.Often communicate with subordinates and Interviews to grasp and understand their family situation. And timely assistance to ease the pressure of work and family. Change with a sense of competence and thus to be able to have more confidence in the company's development and solidarity. The analysis found that its findings:Work-family conflict has positive influence for turnover intention . Selling skill has negative impact turnover intention . Emotional intelligence will adjust to work-family conflict and turnover intention . Emotional intelligence will adjust to selling skill and turnover intention .Finally, the management implications and follow-up study by the foregoing findings.Suggestions for future education and training programs in the company. Join conflict management, sales skills, anger management courses. Can be a positive and effective way to enhance self-worth. Emotional Intelligence staff grading assigned different nature of work assigned to different duties. Different Emotional Intelligence, the bank teller can make the highest performance output and achievement.

Topic Category 管理學院 > 高階經營管理碩士學位學程
社會科學 > 管理學
Reference
  1. 一、中文部分
  2. 1. 丁彥芳(2013),工作家庭衝突與離職意圖關係之研究:以組織支持感與家庭支持感為調節變數,國立成功大學企業管理研究所碩士論文。
  3. 2. 王春展(1997),兒童情緒智力發展之研究,國立政治大學教育學系博士論文。
  4. 3. 王麗玲(2010),工作與家庭衝突對組織承諾之影響-探討主管支持家庭行為、工作家庭重心之調節效果,2010年第十八屆國防管理學術暨實務研討會論文集。635-654。
  5. 4. 江文慈(1998),情緒調整的發展軌跡與模式建構之研究,國立臺灣師範大學教育心理與輔導研究所博士論文。
  6. 5. 余振忠(譯)(1994),Thomas V. Bonoma & Gerald Zaltman, ( 1984) 著實用管理心理學,台北:遠流出版社
  7. 6. 吳秀蓉(2012),金融理財專員人格特質、工作壓力、情緒智力、情緒勞動與工作滿意度關係之研究,國立成功大學高階管理碩士在職專班碩士論文。
  8. 7. 吳明隆(2005),SPSS統計應用學習實務--問卷分析與應用統計 (第二版),台北:知城
  9. 8. 吳秉潔(2012),員工心情對離職債向、團隊凝聚力、創造力角色認同之影響,國立成功大學國際企業管理研究所碩士論文。
  10. 9. 呂京儒(2004),員工股票選擇權滿意度對組織承諾、工作投入及離職意向影響之研究-以半導體產業為例,育達商業技術學院企業管理研究所碩士論文。
  11. 10. 李宛芬(2011),不一樣的父職:心智障礙者父親的照顧、工作衝突與父職實踐,國立臺北大學社會學系碩士在職專班碩士論文。
  12. 11. 李英豪(2010),理財專員人格特質、銷售技巧及其績效之研究──以台灣某商業銀行為例,淡江大學企業管理學系碩士在職專班碩士論文。
  13. 12. 周玉涵(2013),公務人員情緒勒索知覺與離職傾向關聯之探索:工作壓力之干擾效果,國立臺北大學企業管理學系碩士論文。
  14. 13. 邱皓政(2010),量化研究與統計分析 (第五版)。台北:五南。
  15. 14. 馬樹葆(2006),壽險公司員工情緒智力、工作壓力與工作績效關係之研究,國立中興大學高階經理人班碩士論文。
  16. 15. 梁靜珊(1997),情緒教育課程對國小資優生情緒適應行為之效果研究,台北市立師範學院國民教育研究所碩士論文。
  17. 16. 莊筑涵(2012),職場家庭親善政策、工作家庭衝突以及工作者身心健康之研究:以護理人員為例,國立臺灣大學公共衛生學院健康政策與管理研究所碩士論文。
  18. 17. 許碧芬(2005),組織正義與個人滿意及組織滿意關係之研究 - 情緒智力的干擾效果,行政院國家科學委員會專題研究計畫成果報告。
  19. 18. 黃美鳳(2005),臺北市大學教師的工作-家庭衝突及其對家庭生活滿意之影響,國立台灣師範大學碩士論文。
  20. 19. 蔡依真(2011),國小級任教師情緒智力與情緒勞務相關研究,國立臺北教育大學教育學院心理與諮商學系碩士論文。
  21. 20. 謝龍介(2012),民代助理特質情緒智力對工作倦怠影響之研究–情緒勞動中介效果之驗證,國立成功大學高階管理碩士在職專班碩士論文。
  22. 21. 顏忠漢(2009),員工組織承諾、工作滿意度與離職傾向之關聯性研究—以臺北市健康服務中心為例,國立臺灣大學公共衛生學院醫療機構管理研究所碩士論文。
  23. 二、英文部分
  24. 1. Allen, T. D. (2001). Family-supportive work environments: The role of organizational perceptions. Journal of Vocational Behavior, 58, 414-435.
  25. 2. Bar-On, R. (2002). Emotional and social intelligence: insights from the emotional quotient inventory. In R. Bar-On & J. D. A. Parker (Eds.), The handbook of emotional intelligence (pp. 363–388). San Francisco:Jossey-Bass.
  26. 3. Behrman, D. H. & Perreault, W. D. (1984). A role stress model of the performance and industrial salesperson, Journal of Marketing, 48(4),9-21.
  27. 4. Bruce, W. E., Edward, W. M. & Marjorie, L. I. (1997). Interrole conflict and the permeability of work and family domains: Are there gender differences? Journal of Vocational Behavior, 50(2), 168-184.
  28. 5. Busch, P. & Wilson, D. T. (1976). An experimental analysis of a salesman’s expert and referent bases of social power
  29. 6. Carlson, D. S., Kacmar, K. M. & Williams, L. J. (2000). Construction and initial validation of a multidimensional measure of work-family conflict. Journal of Vocational Behavior, 56: 249-276.
  30. 7. Carlson, J. G. & Hatfield, E. (1992). Psychology of emotion. Orlando, FL:Harcourt Brace Jovanovich.
  31. 8. Churchill, G. A. Jr., Ford, N. M., Hartley, S. W. & Walker, O. C. Jr. (1985). The Determinants of salesperson performance: A Meta-Analysis.Journal of Marketing Research, 22, 103-118.
  32. 9. Cooper, R. K. & Sawaf, A. (1997). Executive EQ: Emotional intelligence in leadership and organizations. New York: Grosset / Putnam.
  33. 10. Crosby, L.A., Evans, K.R. & Cowles, D. (1990). Relationship quality in services selling: an interpersonal perspective. Journal of Marketing,54, 68-81.
  34. 11. Dalton, D. R. & Todor W.D. (1979 Mar.). "Turnover Turned over: An Expanded and Positive Perspective." The Academy of Management Review 4(2): 225-235.
  35. 12. Davis, H. L. & Silk, A. J. (1972). Interaction and influence processes in personal selling. Sloan Management Review, Winter 13: 56-76.
  36. 13. De Beauport, E. & Diaz, A. S. (1996). The three faces of mind: Developing your mental, emotional, and behavioral intelligences. Wheaton, IL: Quest Books.
  37. 14. Ford, N.M., Walker, O. C., Churchill, Jr, G. A. & Hartley. S. W. (1988). Selecting successful salespeople: A Meta-Analysis of Biographical and Psychological Selection Criteria, in Review of Marketing 1988 (Ed.) Michael J. Houston, Chicago: American Marketing Association, 90-131.
  38. 15. Frone, M. R. (2003). Work-family balance. In J. C. Quick & L. E. Tetrick (Eds.),Handbook of Occupational Health Psychology , 143-162.Washington, DC:APA
  39. 16. Gardner, H. (1983).Frames of mind, New York: Basic Books.
  40. 17. Goleman, D. (1995). Emotional Intelligence - Why It Can Matter More Than IQ,New York: Bantam Books.
  41. 18. Grandey, A. A.(2000). Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor, Journal of Occupational Health Psychology, 5(1), 95-110.
  42. 19. Greenhaus, J. H. & Beutell, N. J. (1985). Sources and conflict between work and family roles. Academy of Management Review, 10: 76-88.
  43. 20. Gutek, B. A., Searle, S. & Klepa, L. (1991). Rational versus gender role-explanations for work-family Journal of Applied Psychology, 76:560-568.conflict.
  44. 21. Joseph, O. R., Shepherd, C. D., Armen, Tashchian, Pratibha, A. D. & Robert, T. Ladd (2002). A Measure of Selling Skill: Scale Development and Validation. Journal of Personal Selling & Sales Management, 13-21.
  45. 22. Kahn, R. L., Wolfe, D. M., Quinn, R. P., Snoek, J. D. & Rosenthal, R. A.(1964). Organizational stress: Studies in role conflict and ambiguity: Oxford, England: John Wiley.
  46. 23. Kenneth S. L. & Wong, C.(2000). The Effect of Emotional Intelligence on Employees, Performance and Attitudes: An Exploratory Study, Academy of Management Meeting, Tornto, 1-19.