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衝突對員工態度與績效之影響研究-以新光及誠泰銀行合併為例

A Study on How Conflict Impacts Staff Working Attitude and Performance- Taking Examples from Merger of Hsin -Kuang and Macoto Banks

摘要


自民國八十六年銀行合併信用合作社(誠泰銀行合併新竹二信)開始,台灣已於民國九十年底實施金融控股公司法,促使台灣的金融業逐漸朝向金融市場整合的方向經營。有鑑於此,銀行併購的成敗、能否發揮財務及經營綜效,並降低成本及增加營收,以達成股東及員工權益最大化,便成為值得探討的課題。惟在銀行合併後,員工常因價值觀、文化、彼此溝通和瞭解等因素,導致在合併後存在著某些外在及潛在的衝突。本文係以衝突理論中的衝突類型為基礎,分別探討衝突類型對工作滿足、工作投入及工作績效的影響情形,並進一步以衝突管理中的各項意圖為干擾變項,分別探討其對工作滿意的干擾效果。本文採問卷調查方式,以統計分析軟體SPSS針對有效回收的181份問卷進行假設驗證,研究發現分述如次:一、行員間的衝突與工作滿意度有顯著的負向關聯。二、衝突管理對衝突與工作滿意會產生顯著的干擾效果。三、工作滿意度與工作投入有顯著的正向關聯。四、銀行行員的工作滿意與績效有顯著的正向關聯。五、銀行行員的工作投入與對績效有顯著的正向關聯。六、工作滿意對行員間的衝突與工作投入具有顯著的中介效果。七、工作滿意對行員間的衝突與工作績效具有顯著的中介效果。本文依據上述調查結果論,提出下列建議,以供企業界及後續研究者參考:一、有效降低行員間的衝突,藉以提升工作滿意度。二、導入顧問或設置協商輔助單位,以妥善因應衝突。三、強化外在保健因素,創造優質的工作投入。四、合併時組織內員工的外在滿意(如:人際關係、組織政策、行政措施、工作安全感等),係為成敗的重要因素。五、增強銀行行員的外部激勵及內部價值驅力,以提升工作績效。六、正視組織合併所形成的衝突,並積極有效處理,藉以提升工作滿意與工作投入。

並列摘要


In 1997, when the Macoto bank acquired a local credit union and formed a stronger business unit, and along with the implement of related government policy in 2001, the tidal wave of merger has become the non-stoppable trend in Taiwan's financial industry. Therefore, the impact of mergers is definitely a worthy topic for further exploration. This paper will focus on how a merger can be successful, benefit the stockholders and employees, decrease the cost and heighten the revenue, and create the synergy in terms of finance and management for companies. We believe the smooth cooperation between employees is the key to a successful merger. However, after the merger, the employees from both institutions are subject to conflicts created by differences on values, company culture, understanding/ misunderstanding and communication; all these are to affected their performance and then impact on the synergy and success of the merger, hence this study will focus on the types of the conflicts and how the conflicts impact on employees' performance, job satisfaction, job involvement, and how the interference coming from conflict management affect the result. 1. The result is based on 181 valid questionnaire surveys, and calculated using SPSS statistical software to prove my hypothesis. The findings are: 2. The conflicts between employees and their job satisfaction are showing evident negative relation. 3. Conflict management interference is showing evident impact on both conflicts and job satisfaction. 4. Employees' job satisfaction and job involvement are showing clear positive relation. 5. Employees' job satisfaction and performance are showing positive relation. 6. Employees' job involvement and performance are showing positive relation. 7. Job satisfaction has moderate effect on the conflicts between employees and their job involvement. 8. Job satisfaction has moderate effect on the conflicts between employees and their performance. Based on above listed result, we will like to raise the following suggestions to corporations and researchers studying on the same topic: 1. Decrease the conflicts between employees to increase the job satisfaction level. 2. Implement a consulting unit or a counselor to properly handle the conflicts. 3. Enrich the working experience to highten the job involvement level. 4. The key to the success of a merger is based on the satisfaction level of employees (such as inter-personal relations, organization policies, administrative process, and job security). 5. Encourage and compliment the employees to reinforce their value and self-worth, and hence increase the performance as a result. 6. Face the conflicts deriving from the merger and handle them effectively to increase the job satisfaction and job involvement level.

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