組織訓練對壽險業員工組織承諾和離職傾向的影響

The Effects of Organizational Training on Life Insurance Employees’ Organizational Commitment and Turnover Intention

李桂園

壽險業 ； 離職傾向 ； 組織承諾 ； 組織訓練 ； turnover intention ； organizational commitment ； organizational training , ； life insurance

朝陽科技大學應用英語系學位論文

2014年

碩士

張鐵軍;徐碧霙

英文

現今台灣的壽險業者提供組織訓練去改善員工的工作技能和傳達新的知識或趨勢給員工。本研究的壽險員工包含內勤人員和外勤人員（壽險業務員）。此研究比較組織訓練對壽險業內外勤員工組織承諾的影響並探討組織承諾和離職傾向的關係。2014年從台灣一家上市壽險公司的台中分公司發放650份問卷，有效問卷272份。 研究結果顯示，內外勤員工因工作特性不同，在組織訓練、組織承諾和離職傾向各方面有顯著差異。其中外勤業務人在組織訓練的獲益與組織承諾並未達顯著水準，意謂著員工接受訓練的獲益必須直接聯繫到工作成效，才會對組織承諾有正向效果。保險業務人員因其工作成效係以累計保單初年度佣金達成率為主，雖然專業知識提升會對工作有助益，但影響保單取得的影響因素眾多，對壽險業務人員施以訓練，並不一定對取得保單有直接效益，所以訓練的效益對壽險業務人員就不是那麼顯著；反之壽險內勤人員因為訓練可直接影響其工作成效，所以其參與組織訓練獲益對組織承諾就呈現顯著正相關。員工參與組織訓練的獲益、參與組織訓練的機會、參與組織訓練的支持顯著影響他們的組織承諾，但員工參與組織訓練的動機不顯著影響他們的組織承諾。以壽險業為例，其接受訓練對其維持執業資格有直接關聯，所以員工接受訓練動機的自願性相對較低，而這可能促使組織訓練動機對組織承諾未達顯著之原因。此外員工的組織承諾與離職傾向成負向效果，亦即組織承諾越高；離職傾向越低。

Current Taiwan life insurance companies provide organizational training to employees for improving their job skills and convey new knowledge or trends to their employees, office staff and salespeople. This study compared the effects of organizational training on life insurance employees’ organizational commitment, and investigated the relationship between organizational commitment and turnover intention. Total 650 pieces of 7-point-Likert questionnaires were distributed to life insurance employees at Taichung branch of a listed life insurance company in central Taiwan and then 272 valid questionnaires were collected in 2014. The results indicated that there was significant divergence between salespeople and office staff in terms of organizational training, organizational commitment, and turnover intention because of job characteristics. The study found benefits from organizational training insignificantly influenced salespeople’s organizational commitment. In other words, positive organizational commitment occurs when benefits from organizational training connect with job effectiveness. Participating organizational training can upgrade salespeople’s professional knowledge and skills, but it does not make first year commission (FYC) increase immediately after organizational training. There are many factors influencing a deal between salespeople and clients. The effects of organizational training did not obviously connect with reaching a deal; thus, benefits from training insignificantly influenced life insurance salespeople’s organizationalcommitment. In contrast to salespeople, the effects of organizational training directly related to office staff’s job effectiveness; it led to benefits from organizational training significantly influenced their organizational commitment. Benefits from training, access to training and support for training significantly influenced both office staff’s and salespeople’s organizational commitment; nevertheless, motivation to training insignificantly influenced these employees’ organizational commitment. In this case, the purpose of participating organizational training is for satisfying the judicial requirement for employment, no matter how super skills employees have. Therefore, motivation to training insignificantly influenced organizational commitment. Besides, the results also showed that employees’ organizational commitment negatively influenced employees’ turnover intention. That is, the more organizational commitment is; the less turnover intention is.

1. organizational support and supportive human resource practices in the
   連結：
2. commitment to the organization: an examination of construct validity.
   連結：
3. organizational commitment in a petroleum company in the
   連結：
4. State of Qatar. International Journal of Training and Development, 11(1),
   連結：
5. Anbarasan, V., & Metha, N. K. (2010). Quality of working life among sales
   連結：
6. professional in pharmaceuticals, insurance, banking & finance companies.
   連結：
7. The Indian Journal of Industrial Relations, 46 (1), 138-149.
   連結：
8. Arulsuresh, J., & Rajamohan, S. (2010). Attitude of the agents towards the
   連結：
9. marketing of insurance services by the LIC of India. The IUP Journal of
   連結：
10. support and organizational commitment: The moderating effect of locus of
    連結：
11. control and work autonomy. Journal of Managerial Psychology, 22(5),
    連結：
12. right training characteristic. Industrial and Commercial Training, 43
    連結：
13. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation
    連結：
14. Management Best Conference Paper 2003 CAR, P. C1-C6.
    連結：
15. Bollen, K. A. (1989). Structural equations with latent variables. New York:
    連結：
16. organizational commitment. International Journal of Training and
    連結：
17. Development, 14(4), 309-322.
    連結：
18. life insurance industry. The International Journal of Human Resource
    連結：
19. support, perceived organizational support, and organizational justice on
    連結：
20. Dorfman, M. S., (2008). Risk Management and Insurance. N J: Pearson
    連結：
21. Education, Inc.
    連結：
22. Journal of Training and Development, 12(3), 138-157.
    連結：
23. Edralin, E. M. (2011). Training and development practices of large Philippines
    連結：
24. companies. Asia Pacific Business Review, 17(2), 225-239.
    連結：
25. utility in the relationship between training needs assessment and
    連結：
26. Eisenberger, R., Fasolo, P., & Davis-LaMastro, V. (1990). Perceived organizational support and employee diligence, commitment, and
    連結：
27. organizational support. Journal of Applied Psychology, 71(3), 500-507.
    連結：
28. International Journal of Training and Development, 10(3), 212-226.
    連結：
29. relational demography and guanxi: The Chinese case. Organization
    連結：
30. the quality of training and the learning environment: an individual level
    連結：
31. analysis. The International Journal of Human Resource Management,
    連結：
32. 21(10), 1667-1688.
    連結：
33. Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate
    連結：
34. Hung, H., & Wong, Y. H. (2007). The relationship between employer
    連結：
35. and Development, 11(4),295-312.
    連結：
36. Insurance Act, 6. (2012). Laws & Regulations Database of The Republic of
    連結：
37. Organizations in Oklahoma,Journal of Career and Technical Education, 16,
    連結：
38. Life insurance salespeople. Bureau of Employment and Vocational Training.
    連結：
39. Lin Y. T., Chen, S. C., & Chuang H. T. (2011). The effect of organizational
    連結：
40. using the Kirkpatrick four-level model. International Journal of
    連結：
41. Loehlin, J. C, (1987, 1992, 2004). Latent variable models: An introduction to
    連結：
42. organizational commitment. Human Resource Management Review,
    連結：
43. perceptions of training on organizational commitment and turnover
    連結：
44. International Journal of Human Resource Management, 22(8), 1765-1787.
    連結：
45. Noe, R. A. (1986). Trainees’ attributes and attitudes: Neglected influences on
    連結：
46. Noe, R. A. (2002). Employee Training and Development.MA.:
    連結：
47. Number of Insurance Companies and Branches. (2013). 201310 Important
    連結：
48. and reduce turnover? Journal of Personal Selling & Sales Management, 27
    連結：
49. Regulations Governing Pre-sale Procedures for Insurance Products. (2012).
    連結：
50. Laws & Regulations Database of The Republic of China. Retrieved from
    連結：
51. Regulations Governing the Supervision of Insurance Solicitors. (2010). Laws &
    連結：
52. ed.). NJ: Pearson Education, Inc.
    連結：
53. and Behavioral Sciences,9, 329-334.
    連結：
54. Shen, J. (2010). Employees’ satisfaction with HRM in Chinese privately-owned
    連結：
55. enterprises. Asia Pacific Business Review, 16(3), 339-354.
    連結：
56. Statistics of Insurance Personnel. (2013). 201310 Important Indices.
    連結：
57. Statistics of the Registration of Life Insurance Salesperson. (2013). 201310
    連結：
58. /research/research02_01.asp?A2b_sn=189&A2m_sn=3&offset=1Tett, R. P., & Meyer, J. P. (1993). Job satisfaction, organizational commitment,
    連結：
59. findings. Personnel Psychology, 46(2), 259-293.
    連結：
60. relationship between training assignment and training motivation.
    連結：
61. International Journal of Bank Marketing. 31 (1), 38-55.
    連結：
62. Yamnill, S., & McLean, G.N. (2001). Theories supporting transfer of training.
    連結：
63. Human Resource Development Quarterly, 12 (2), 195-208.
    連結：
64. Yang, B., Kim, Y., & McFarland, R. G. (2011). Individual differences and sales
    連結：
65. conscientiousness, and extraversion. Journal of Personnel selling & Sales
    連結：
66. References
67. Allen, D. G., Shore, L. M., & Griffeth, R. W. (2003). The role of perceived
68. turnover process. Journal of Management, 29, 99-118.
69. Allen, N. J., & Meyer, J. P. (1996). Affective, continuance, and normative
70. Journal of Vocational behavior, 49 (43), 252-276.
71. Al-Emadi, M. A. S., & Marquardt, M. J. (2007). Relationship between
72. employees’ beliefs regarding training benefits and employees’
73. 49-70.
74. Ariani, D. W. (2012). Leader-member exchanges as a mediator of the effect of
75. job satisfaction on affective organizational commitment: An
76. empirical test. International Journal of Management, 29 (1), 46-56.
77. Risk & Insurance, VII (4), 47-71.
78. Aube, C., Rousseau, V., & Morin, E. M. (2007). Perceived organizational
79. 479-495.
80. Aziz, S. F.A. & Ahmad, S. (2011). Stimulating training motivation using the
81. (1), 53-61.
82. models. Jouranl of the Academy of Marketing Science, 6, 74-94.
83. Benson, G. S. (2003). Examining employability: effects of employee
84. development on commitment and intention to turnover. Academy of
85. Wieley.
86. Bulut, C., & Culha, O. (2010). The effects of organizational training on
87. Chen, Y. Y., Zhang, Y., & Fey, C. F. (2011). When collaborative HR practices
88. may not work well: the moderating role of social capital in the Chinese
89. Management, 22 (2), 433-456.
90. Chew, J., & Chan, C. C.A. (2008). Human resource practices, organizational
91. commitment and intention to stay. International Journal of Manpower, 29
92. (6), 503 – 522.
93. DeConinck, J., & Johnson, J. T. (2009). The effects of perceived supervisor
94. turnover among salespeople. Journal of les Management, XXIX (4),
95. 333-350.
96. Dysvik, A., & Kuvaas, B. (2008). The relationship between perceived training
97. opportunities, work motivation and employee outcomes. International
98. Eerde, v. W., Tang, K. C. S., & Tallbot G. (2008). The mediating role of training
99. organizational effectiveness. The International Journal of Human Resource
100. Management, 19(1), 63-73.
101. innovation. Journal of Applied Psychology, 75, 51-59.
102. Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived
103. Fan, C. K., & Cheng, C. L. (2006). A study to identify the training needs of life
104. insurance sales representatives in Taiwan using the Delphi approach.
105. Farh, J.L., Tsui, A. S., Xin, K. R., & Cheung, B. S. (1998). The influence of
106. Science, 9(2), 1–18.
107. Felstead, A., Gallie, D., Green, F., & Zhou, Y. (2010). Employee involvement,
108. Fornell, C., & Larcker, D. F. (1981). Evaluating strucutral equation models with
109. unobservable variables and measurement error. Journal of Marketing
110. Research, 18, 39-50.
111. Gardner, T. M., Wright, P. M., & Moynihan, L. M. (2011). The impact of
112. motivation, empowerment, and skill-enhancing practices on aggregate
113. voluntary turnover: The mediating effect of collective affective
114. commitment. Personnel Psychology, 64, 315-350.
115. Data Analysis, 5th Ed.. Upper Sanddle River, NJ: Prentice Hall.
116. endorsement of continuing education and training and work and study
117. performance: a Hong Kong case study. International Journal of Training
118. China. Retrieved from http://law.moj.gov.tw/eng/LawClass/ Law All.
119. aspx?PCode=G0390002
120. Insurance Important Indice. (2014). Taiwan Insurance Institue. Retrieved from
121. https://fsr.tii.org.tw/iiroc/fcontent/research/research02.asp
122. Jarventarus, J. (2007). Training in a risky industry. T+D March, 70-75.
123. Jonsson, T., & Jeppensen H. J. (2013). A closer look into the employee
124. influence: Organizational commitment relationship by distinguishing
125. between commitment forms and influence sources. Employee Relations,
126. 35(1), 4-19.
127. Kunneman, D.E., Key, J.P., & Sleezer, C.M. (2000), Management Training
128. Activities and Training Needs within Selected Business and Industry
129. 60–77.
130. Lahey, K. E., & Quist-Newins, M. (2010). What do financial service producers
131. need for success in their careers? Journal of Financial Service
132. Professionals, November, 40-49.
133. Life insurance office staff. Bureau of Employment and Vocational Training.
134. Retrieved from http://w3.tpsh.tp.edu.tw/organization/shcool/intro1/
135. workinrto/001/007/a104/42.htm
136. Retrieved from http://w3.tpsh.tp.edu.tw/organization/shcool/intro1/
137. workinrto/001/007/a104/41.htm
138. Life Insurance Sales Agent: Job Description and Info About Becoming a Life
139. Insurance Sales Agent. Retrieved fromhttp://education-portal.com
140. /articles/Life_Insurance_Sales_Agent_Job_Description_and_Info_About_B
141. ecoming_a_Life_Insurance_Sales_Agent.html
142. commitment on employee reactions to educational training: An evaluation
143. Management, 28(3), 926-938.
144. factor, path, and structural analysis, Hillsdale, NJ: Lawrence Erlbaum
145. (2nd ed.), 1992. (4th ed.), 2004.
146. Meyer, D., & Greenberg, H. M. (2008). Howard Business Review, July.
147. Meyer, J. P., & Allen, N. J. (1991). A three-component conceptualization of
148. 1(1),61-89.
149. Mundhra, Wg Cdr. D. D. (2010). Intrinsic motivational canvass in the Indian
150. service sector: An empirical study. VISION—The Journal of Business
151. Perspective,14(4), 275-284.
152. Newman A. , Thanacoody R., & Hui, W. (2011). The impact of employee
153. intentions: a study of multinational in the Chinese service sector. The
154. training effectiveness. Academy of Management Journal, 11(4), 736-749.
155. Noe, R. A., & Wilk, S. L. (1993). Investigation of the factors that influence
156. employee’s participation in development activities. Journal of Applied
157. Psychology, 78(2), 291-302.
158. Irwin/McGraw-Hill.
159. Indices. Retrievedfromhttps://fsr.tii.org.tw/iiroc/fcontent/research/
160. research02_01.asp?A2b_sn=189&A2m_sn=3&offset=1
161. Pettijohn, C. E., Pettijohn, L. S., & Taylor, A. J. (2007).Does salesperson
162. perception of the importance of sales skills improve sales performance,
163. customer orientation, job satisfaction, and organizational commitment,
164. (1), 75-88.
165. http://law.moj.gov.tw/Eng/LawClass/LawAll_print.aspx?PCode=G0390044
166. Regulations Database of The Republic of China. Retrieved from
167. http://law.moj.gov.tw/Eng/LawClass/LawAll.aspx?PCode=G0390016
168. Rejda, G. E. (2011). Principles of Risk Management and Insurance (11th
169. Shekarey, A., & Arany, S. H. (2010). A study on the effectiveness of
170. occupational trainings of insurance on the performance of the insurance
171. companies’ employees in terms of entrepreneurial skills. Procedia Social
172. Retrieved fromhttps://fsr.tii.org.tw/iiroc/fcontent/research/research02
173. _01.asp?A2b_sn=189&A2m_sn=3&offset=1
174. Important Indices. Retrieved from https://fsr.tii.org.tw/iiroc/fcontent
175. turnover intention and turnover: Path analyses based on meta-analytic
176. Training Guidelines for Life Insurance Solicitors (2012). Financial Supervisory
177. commission R. O. C. Retrieved from http://www.lia-roc.org.tw
178. /index05/rgt/99TN.pdf
179. Tsai, W.C., & Tai, W. T. (2003). Perceived importance as a mediator of the
180. Personnel Review 32(2), 151-163.
181. Tseng, L. M., & Su., W. P. (2013). Customer orientation, social consensus and
182. insurance salespeople’s tolerance of customer insurance frauds.
183. Turnover intention. (2014). Retrieved from http://www.wisegeek.com/ what-is-
184. turnover-intention.htm
185. Waddoups, C. J. (2011). Firm size and work-related training: New evidence on
186. incidence, intensity, and training type. J Labor Res, 32, 390-413.
187. performance: A distal-proximal mediation model of self-efficacy,
188. Management, XXXI (4), 371-381.

1. 林杏女(2016)。從壽險業之流動問題探討從業人員成功因素－以N人壽為例。逢甲大學經營管理碩士在職專班學位論文。2016。1-71。