Responsive image
博碩士論文 etd-0825110-164331 詳細資訊
Title page for etd-0825110-164331
論文名稱
Title
壽險業務員的組織承諾、專業承諾、組織公民行為與跨售工作投入之關係探討
The Relationship among Organizational Commitment, Professional Commitment, Organizational Citizenship Behavior, and Job Involvement in Cross Selling of the Life Insurance Agents
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
138
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2010-07-16
繳交日期
Date of Submission
2010-08-25
關鍵字
Keywords
組織承諾、專業承諾、組織公民行為、跨售、工作投入
Professional Commitment, Organizational Citizenship Behavior, Cross Selling, Job Involvement, Organizational Commitment
統計
Statistics
本論文已被瀏覽 5798 次,被下載 0
The thesis/dissertation has been browsed 5798 times, has been downloaded 0 times.
中文摘要
成立金融控股公司(Financial Holding Company,FHC)目的就是整合銀行、保險、證劵等金融產品服務,對內藉由跨類銷售擴大產品面,對外提供完整金融服務以一次滿足消費者需求。這個產業的特性之一是高度仰賴「人」提供服務, 在服務傳遞過程中業務員扮演相當重要的角色,所以業務員對金控公司的組織承諾、專業承諾、組織公民行為及跨售工作投入間的關係是值得關注與探討。

本研究採量化研究,針對以保險為主體的金控公司壽險子公司共三家業務員做為主要研究對象,, 收集受訪者本身對金控公司的組織承諾、專業承諾、組織公民行為及跨售工作投入的認同程度。發出問卷數共500份,回收有效問卷數共351份,所得資料採用信度分析、敘述性統計分析、Pearson相關係數檢定、獨立樣本t檢定、單因子變異數分析及多元迴歸分析來驗證, 得到以下結論:

一、 組織承諾、專業承諾、組織公民行為對跨售工作投入具有顯著的正向影響,其中組織公民行為對跨售工作投入的影響強度最大,其次是組織承諾,專業承諾影響強度最小。

二、組織承諾的子構面中, 以「組織認同」對於跨售工作投入的解釋力最佳,其次是「留職意願」;而專業承諾的子構面中, 以「專業認同」對於跨售工作投入的解釋力最佳,其次是「留業意願」;組織公民行為的子構面.以「參與」對於跨售工作投入的解釋力最佳,其次是「忠誠」。即員工對公司的「組織認同」、「專業認同」、「參與」與「忠誠」是影響跨售工作投入的重要關鍵。

三、不同服務公司在組織承諾、專業承諾的認同程度有顯著差異性;對組織公民行為與跨售工作投入的認同程度則無顯著差異性。

由此研究結果可知,組織承諾及組織公民行為是影響跨售工作投入的重要關鍵。因此,在提高業務員跨售工作投入議題上,除了加強業務員跨售知能外,更應特別重視業務員組織認同程度,讓各階層員工充份了解公司的要求與期待,讓其有所明確的依循指標,增強對公司的信心。配合激勵性的薪酬及業績考核制度才能引領業務員看到前景,更願意投入跨售工作。

Abstract
The end of launching Financial Holding Company, FHC is to maximize the synergy of versatile financial services like banking, insurance, securities, and the like by means of cross selling internally to expand product line as well as offering integrated financial services to consumers externally to satisfy their one-stop shopping demands. One of the characteristics in the property is highly counting on people to deliver service, and agents play significant roles during service delivery. Therefore, it merits a better attention to probe into the relationships between the organizational commitment, the professional commitment, the organizational citizenship behavior, and the job involvement in cross selling of agents’.

The study is conducted by the questionnaire survey on three FHCs in which insurance business is inner circle in Taiwan. Throughout interviewing the staffs of the three by 500 questionnaires offered and 351 valid ones collected, the datum of the research is made by reliability analysis, descriptive analysis, Pearson correlation analysis, independent sample t-test, ANOVA, and multiple regression analysis to verify the identity degrees of the interviewees on the organizational commitment, the professional commitment, the organizational citizenship behavior, and the job involvement in cross selling. Following are the major findings:

1.Each one of the organizational commitment, the professional commitment, and the organizational citizenship behavior are statistically significant and positive correlated to the job involvement in cross selling. Among them, the organizational citizenship behavior is with the strongest influence on the job involvement in cross selling, then the organizational commitment second, and the professional commitment last.
2.Among the sub-dimensions, the organizational identity in the organizational commitment explains most the variations of the job involvement in cross selling and then the retention on the job. Also, the professional identity in the professional commitment explains most the one and then the retention on the occupation. And, the involvement in the organizational citizenship behavior explains the most the one and then the loyalty. It means that the organizational identity, the professional identity, the involvement and the loyalty of the agents are with significant effects on their involvement in cross selling.
3.The variations in the identity degrees of the organizational commitment and the professional commitment of the agents in the three FHCs are significantly different, however, the ones of the organizational citizenship behavior and the involvement in cross selling are no significant.

From the findings of the research, the organizational commitment and the organizational citizenship behavior are proven the most impacts on the involvement in cross selling. Consequently, FHCs should pay more attentions especially to enhance the organizational identity of agents all the time except for advancing their knowledge and ability in cross selling when they want to raise the wills of agents on the job involvement in cross selling. For example, they can disclose the expectation and the requirement of the organization to agents to make them fully understand, follow, and moreover increase their confidence. Besides, building incentive performance assessment and rewarding system is more important than else in stimulating agents to have strong involvement in cross selling.
目次 Table of Contents
誌謝辭 I
論文提要 II
中文摘要 III
ABSTRACT IV
圖目錄 VIII
第一章 緒 論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究目的 4
第四節 研究範圍與對象 5
第五節 研究流程 6
第六節 論文架構 7
第二章 文獻探討 8
第一節 組織承諾 8
第二節 專業承諾 11
第三節 組織公民行為 15
第四節 跨售相關理論 18
第五節 工作投入 21
第三章 研究方法 24
第一節 研究架構 24
第二節 研究假設 26
第三節 資料蒐集方法 27
第四節 研究變項之定義與衡量方法 33
第五節 研究步驟 39
第六節 資料分析方法 40
第四章 實證分析與討論 43
第一節 量表題項與構面信度檢定 43
第二節 因素分析 49
第三節 回收樣本描述及敘述性分析 56
第四節 各研究變項間相關分析 67
第五節 人口統計變項與研究變項間之差異分析 73
第六節 各研究變項之迴歸與徑路分析 94
第七節 小結 103
第五章 結論與建議 108
第一節 研究結論 108
第二節 管理意涵 111
第三節 研究限制及後續研究建議 113
參考文獻 114
一、中文部份 114
二、英文部份 115
三、網站部分 120
附錄一:研究問卷 121

參考文獻 References
一、中文部份

王淑如,金融控股公司交叉銷售成效分析-以F金控公司為例,逢甲大學經營管理碩士在職專班論文,2006。
王惠珍,台灣證券商交叉銷售之意願分析,銘傳大學國際企業學系碩士在職專班論文,2007。
王蜀鳳,探討本國銀行從業人員對組織公平與工作態度之關係,東華大學企業管理研究所碩士論文,2006。
邱皓政,量化研究與統計分析:SPSS 中文視窗版資料分析範例解析,台北五南,2006。
許朝欽,組織文化、領導行為與員工工作態度間關係之實證研究-台灣某一商業銀行之個案研究,朝陽科技大學工業工程與管理研究所未出版碩士論文,2000。
許瓊文,我國金控公司跨業行銷人員之價值觀與利益衝突態度之研究—以某金控公司為例,朝陽科技大學保險金融管理系碩士班論文,2007。
張峻源,組織文化、組織承諾與組織變格態度之研究-以中央信託局為例,國立成功大學企業管理研究所未出版碩士論文,2001。
黃勝南,壽險業務員兼售銀行端金融商品意願之探討,樹德科技大學金融與風險管理所論文,2007。
黃勝隆,金控成立後銀行員工滿意度之研究-以高雄市金控公司為例,碩士論文,國立成功大學高階管理研究所,2003。
彭金隆,金融控股公司:法制監理與經營策略,第一版,台北:智勝文化,2004。
劉淑瓊,社會工作員在科層組之內的衝突與調適之研究,國立台灣大學社會學系碩士論文,1983。
劉博志,證券營業員對跨售業務之薪酬滿足、教育訓練與工作投入、工作績效關聯性之研究-以某綜合證券公司為例,國立中山大學人力資源管理研究所,2007。


二、英文部份

Allen, Natalie J. & Meyer, John P.,1990,“The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization”, Journal of Occupational Psychology, Leicester, Vol. 63, Issue1, pp.1-18.

Anand,S.S., Patrik, A.R., Hughes,J.G. & Bell,D.A.,1998,”A Data Mining Methodology for Cross-Sale,” Knowledge Based System, Vol.10,No.7,pp.449-461.

Aranya, N. & Ferris, K. R., 1984, “A reexmination of accountants’ organizational-professional conflict”, The Accounting Review, 54(1): 1-15.

Aranya, N., Kushnir, T. & Valency, A. ,1986,” Organizational Commitment in a Male-Dominated Profession”. Human Relations, 39(5): 433-48.

Aranya, N., Pollock, J. & Amernic, J., 1981, “An examination of
professional commitment in public accounting”, Accounting Organization and
Society, 6(4), 272.

Barnard, C. I. ,1938, “The functions of the executive ,” Cambridge: MA Harvard University .

Bateman, T. & Organ, D.,1983,”Job satisfaction and the good soldier: the relationship between affect and employee‘ citizenship”, Academy of Management Journal, Vol. 26 , P.587-595.

Berson,A., Smith,S. & Thearling,K.,2001,”Building Data Mining Application for CRM, ”New York,McGraw-Hill Inc.

Bettencourt L.A. & Meuter M.L.; Gwinner K.P. ,2001, “A comparison of attitude, personality, and knowledge predicators of service-oriented organizational citizenship behaviors”, Journal of Applied Psychology, 86(1), 29-41.
Blau, G. J. & K.B. Boal,,1987,“Conceptualizing How Job Involvement and Organization Commitment Affect Turnover and Absenteeism,” Academy of Management Review, 12, No. 2.

Brief, A P. & Motowidlo, S. J. ,1986. “Prosocial Organizational Behaviors”. Academy of Management Review, Vol 11, 710-725.

Currivan, D. B. ,1999, “The causal order of job satisfaction and organizational commitment in models of employee turnover”, Human Resource
Management Review, 9(4), pp. 495-524.

Etzioni, A. ,1961. “Modern Organizations”. Englewood Cliffs, NJ: Prentice Hall.

Feather, N. T. & Katrin A Rauter, 2004. “Organizational citizenship behaviours in relation to job status, job insecurity, organizational commitment and identification, job satisfaction and work values”, Journal of Occupational and Organizational Psychology, 77:81-94.

Ferris, K.R. & Aranya, N. ,1983, “A comparison of two organizational
commitment scales”, Personnel Psychology, (36), pp.87-98.

Gorn, G. J., & R. N. Kanungo, 1980, “Job involvement and motivation: Are intrinsically motivated managers more job involved?”, Organizational Behavior and Human Preformance, 26(6), 265-277.

Griffin, Bateman, 1986,” Organizational Culture and Leadership”. San Francisco:Jossey Bass.

Hall, 1976,” Career in Organization, Pacific Palisades”, CA: Goodyear Publishing Company, Inc. pp.89-90.

Kanungo, R. N. ,1982,” Measurement of job and work involvement,” Journal of Applied Psychology, 67(3), 341-349.

Kanter, R. M.,1968. “Commitment and social organization:A study of commiement mechanisms in utopian communities”. American Sociological Review, 33, 499-517.

Kanungo, R. N.,1982, “Measurement of Job and Work Involvement. “Journal of Applied Psychology, 67, 341-49.

Kamakura, W. A. , Wedel M., Rosa , F. D. & Mazzon, J. A. ,2003,“Cross selling through database marketing : A mixed data factor analyzer for data augmentation and prediction, ” International Journal of Research in Marketing, 20( 1) , pp.45-65.

Koch, J. T. & R. M. Steers,1976,”Job Attachment, Satisfaction and Turnover Among Public Employees”, Journal of vocational behavior, Vol. 12, pp.119-128.

Nash,D. & Sterna-Karwat,A.,1996,”An Application of DEA to Measure Branch Cross Selling Efficiency,” Computers Operations Reserch, Vol. 23, No.4,pp.385-392.

Netemeyer, R. G., Boles, J. S., McKee, D. O. & McMurrian, R. ,1997,” An investigation into the antecedents of organizational citizenship behaviors in a personal selling context.” Journal of Marketing, 61, 85-98.

Maister, David, 2001,”Practice what you preach-What Managers must do to create a high-achievement culture”, Simon & Schuster UK Ltd, London, 267 pages.

Mathieu, J. E. & Zajac, D. M., 1990, “”A review and Meta-analysis of the antecedents, correlates, and consequences of organizational commitment, Psychological Bulletin, 108(2), 171-194.

Meyer, J. P.; Allen, N. J. & Smith, C. A. ,1993. “Commitment to organizations and occupations: Extension and test of a three-component conceptualization,” Journal of Applied Psychology, vol.78, no.4, 538-551.

Moon, M.J.,2000,”Organizational Commitment Revisited in New Public Management:Motivation, Organizational Culture, Sector, and Managerial Level”, Public Performanceand Management Review, vol. 24, No. 2, pp.177-194.

Moorman, R. H.,1991,”Ralationship between organizational justice and organizational citizenship behavior:Do fairness perceptions influence employee citizenship?”, Journal of Applied Psychology, 76, 845-855.

Morris, J. H. & Sherman, J. D. ,1981. “Generalizability of an organizational commitment model”. Academy of Management Journal, 24, 512-526.

Mowday, R. T., Porter, L. W. & Steers, R. M.,1982,”Employee Organization Linkages”. New York:Academic Press.

Organ, D. W. ,1988, "A restatenebt of the satisfaction-performance hypothesis," Journal of Management,14:547-557.

Organ, D. W. ,1997, "Organizational citizenship behavior: It's construct clean-up time," Human Performance, Vol.10, PP. 85-97.

Paullay, I. M. & Alliger, G. M. & Stone-Romero, E. F. 1994.”Construct Validation of Two Instruments Designed to Measure Job Involvement and Work Centrality.”Journal of Applied sychology,79(2),pp.224-228.

Price, J. L. & C. W. Mueller ,1981. "A causal model of turnover for nurses." Academy of Management Journal 24(3): 543-565.

Reitz, H. J., & Jewell, L. N. ,1979,” Sex, locus of control, and job involvement: A six – country investigation,” Academy of Management Journal, 22(1), 72-88.

Saleh, S. D. & Hosek, J. ,1976, “Job involvement: Concepts and measurements,” Academy of Management Journal, 19(2), 213-224.

Smith, C. A., Organ, D. W. & Near, J. P. ,1983. “Organizational citizenship behavior: Its nature and antecedents, “Journal of Applied Psychology, 68, 653-663.

Sorensen, J. E. ,1967. “Professional and bureaucratic organization in the public accounting firm. “Account Review.

Staw, B. M.,1977,“Commitment to a policy decision: a multitheoretical perspective”,Administrative Science Quarterly, 23, pp.40-64.

Steers. ,1977, “Antecedents and outcomes of organizational commitment”, Administrative Science Quarterly, 22(1), 46-62.

Steers, Richard M. & Black, J. Stewart ,1993. “Organizational Behavior”. (5th ed). NY:Harper Collins College.

Taylor, L. E.,1988, “Professional Commitment: The Influence of the Process Socialization and Professionalixation and Selected Socio-demographic Factors in Canadian Social Work”. Unpublished dissertation, University of Toronto.

Wiener, Y. & Vardi, Y . 1980.” Relationship between job, organization , and career commitment and work outcomes: An integrative approach. “Organizational Behavior and Human Performance, 26: 81-96.

Wiener, Y. ,1982,” Commitment in organizations: A normative view.,”Academy of Management Review, 7(3), pp.418-428.

William, L. J. & Anderson, S. E.,1991. “Job Satisfaction and Organizational Commitment as Predictors of Organizational Citizenship and in-role Behaviors”. Journal of Management, 17, pp.601-617.

三、網站部分
中華開發金融控股股份有限公司網站 http://www.cdibank.com/
日盛金融控股股份有限公司網站 http://www.jsungroup.com/
國票金融控股股份有限公司網站 http://www.waterland-fin.com.tw/
玉山金融控股股份有限公司網站 http://www.esunbank.com.tw/
兆豐金融控股股份有限公司網站 http://www.megaholdings.com.tw/
新光金融控股股份有限公司網站 http://www.skfhc.com.tw/
富邦金融控股股份有限公司網站 http://www.fubon.com/
中國信託金融控股股份有限公司網站 http://www.chinatrustgroup.com.tw/
華南金融控股股份有限公司網站 http://www.hnfhc.com.tw/index.shtml
國泰金融控股股份有限公司網站 http://www.cathayholdings.com.tw/
建華金融控股股份有限公司網站 http://www.sinopac.com/
第一金融控股股份有限公司網站 http://www.firstholding.com.tw/
台新金融控股股份有限公司網站 http://www.taishinholdings.com.tw/
元大金融控股股份有限公司網站 http://www.fuhwa.com.tw/
電子全文 Fulltext
本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。
論文使用權限 Thesis access permission:校內校外均不公開 not available
開放時間 Available:
校內 Campus:永不公開 not available
校外 Off-campus:永不公開 not available

您的 IP(校外) 位址是 3.234.177.119
論文開放下載的時間是 校外不公開

Your IP address is 3.234.177.119
This thesis will be available to you on Indicate off-campus access is not available.

紙本論文 Printed copies
紙本論文的公開資訊在102學年度以後相對較為完整。如果需要查詢101學年度以前的紙本論文公開資訊,請聯繫圖資處紙本論文服務櫃台。如有不便之處敬請見諒。
開放時間 available 已公開 available

QR Code