Responsive image
博碩士論文 etd-0905105-143518 詳細資訊
Title page for etd-0905105-143518
論文名稱
Title
銷售責任額困難度、客戶導向服務、工作滿足及離職傾向關係探討 -以高雄地區財富管理銀行理財人員為例
A Study on the relationships between financial advisors’ perceived quota difficulty, customer orientation, job satisfaction and turnover intention- Using Kaohsiung area wealth management banking sector as an example
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
79
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
2005-06-25
繳交日期
Date of Submission
2005-09-05
關鍵字
Keywords
客戶導向服務、財富管理、工作滿足、銷售責任額、離職傾向、財務顧問
perceived quota difficulty, salespeople (financial advisor), job satisfaction, wealth management, customer orientation, turnover intention.
統計
Statistics
本論文已被瀏覽 5778 次,被下載 38
The thesis/dissertation has been browsed 5778 times, has been downloaded 38 times.
中文摘要
中文摘要

論文名稱:銷售責任額困難度、客戶導向服務、工作滿足及離職傾向關係探討
-以高雄地區財富管理銀行理財人員為例
校所組別:國立中山大學企業管理研究所 頁數:69
畢業時間及提要別:九十三學年度第二學期碩士學位論文摘要
研究生:黃佩琪 (Pei-Chi Huang)
指導教授:劉維琪博士(Victor W.C. Liu, Ph. D.)、
陳世哲博士(Shyh-Jer Chen, Ph. D.)

論文摘要內容:

綜觀過去數十年台灣產業結構的變化,服務業已逐漸成為國內最大產業,而財富管理銀行業務更是近幾年來最熱門之金融服務。財富管理在歐美已行之有年,但在台灣仍屬開發初期。然而在追求企業高利潤及分攤風險的原則下,如何提升理財人員的服務品質與工作績效,以及如何留住優秀的人才都是金融服務業重要的管理課題。本研究以財富管理銀行理財人員為研究對象,探討其認知的銷售責任額困難度、客戶導向服務、工作滿足及離職傾向之間的關係。

本研究採取問券調查方式並以SPSS統計軟體針對樣本進行信度分析、描述性統計分析、單因子變異數分析及事後檢定、獨立樣本檢定、相關分析及回歸分析,重要發現如下:

1. 個人變項的不同對銷售責任額困難度、客戶導向服務、工作滿足及離職傾向有部分顯著之差異。
2. 銷售責任額困難度對客戶導向服務及工作滿足有顯著的負相關。
3. 銷售責任額困難度對離職傾向有顯著的正相關。
4. 客戶導向服務對工作滿足有顯著的正相關。
5. 客戶導向服務及工作滿足對離職傾向有顯著的負相關。
6. 客戶導向服務對銷售責任額困難度及工作滿足並沒有顯著的中介效果。

客戶及員工是企業最寶貴的兩大資產,本研究結果發現理財專員認知之銷售責任額困難度對客戶導向服務及工作滿足有顯著的負相關。建議金融機構之財富管理事業應重視訂定合理的銷售責任額,並強調客戶導向服務的重要性,並架構公平完善的福利制度及訓練課程。畢竟,快樂的員工及優質的服務品質才能為企業創造出最佳的績效。

關鍵字:財富管理、財務顧問、銷售責任額、客戶導向服務、工作滿足、離職傾向
Abstract
A Study on the relationships between financial advisors’ perceived quota difficulty, customer orientation, job satisfaction and turnover intention- Using Kaohsiung area wealth management banking sector as an example

Abstract:
In retrospect over the changes of past few decades, service industry has gradually become the largest industry in Taiwan and wealth management banking services has become the most desired financial services over the past few years. Despite that wealth management service has already been in existence in the western world for a long period of time, it is still in its infant stage for the domestic banking sector. In the face of fierce competition, gaining highest profit with lowest risk has been the objective of every bank in Taiwan. How to strengthen the service quality, enhance productivity and retain qualified financial advisor has been financial players’ utmost goal. Thus, this study aims to study the relationships between financial advisors’ perceived quota difficulty, customer orientation, job satisfaction and turnover intention.

This research utilizes questionnaire study method and using SPSS for Windows as the tool to conduct statistical analysis, including reliability test, descriptive analysis, ANOVA test, correlation and regression analysis. The research findings are as follow:

1. There has been partial significant difference for individual variables’ with respect to their perceived quota difficulty, customer orientation, job satisfaction and turnover intention
2. There are significant negative correlations between financial advisors’ perceived quota difficulty and customer orientation as well as job satisfaction.
3. There are significant positive correlations between financial advisors’ perceived quota difficulty and turnover intention.
4. There are significant positive correlations between financial advisors’ customer orientation and job satisfaction.
5. There are significant negative correlations between financial advisors’ customer orientation and turnover intention.
6. There was no significant evidence of mediation for customer orientation with respect to perceived quota difficulty and job satisfaction.

Given the research results, the financial institutions should seriously look into setting up a reasonable sales quota while simultaneously stress the importance of customer oriented service. The human resources department should establish a comprehensive and thorough benefit policy and training program to enhance employee job satisfaction and reduce turnover intention. On balance, customers and employees are the two most valuable assets for a firm. Only happy employees and excellent service quality can create utmost value and profit for a firm.

Key words: wealth management, salespeople (financial advisor), perceived quota difficulty, customer orientation, job satisfaction, turnover intention.
目次 Table of Contents
Table of Contents
Contents Page
Acknowledgements/謝辭………………..………………………..………….. I
Chinese Abstract/中文摘要………………..………………………..……… II
Abstract ………………..………………………..………………………..…… IV
Table of Contents…………………………………..………………………….. VI
List of Tables…………………………………..………………………………. VIII
List of Figures…………………………………..…………………………….. IX

Chapter 1 Introduction …………………………………..…………………… 1

Chapter 2 Literature Review………………………………………………… 4
2.1 Perceived quota difficulty……………………………………… 4
2.1.1 Perceived quota difficulty and sales customer orientation…… 5
2.2 Customer orientation……………………………….. ………….. 6
2.3. Job satisfaction and turnover intention…………………………. 9
2.3.1 Job satisfaction………………………………………………... 9
2.3.2 Perceived quota difficulty and job satisfaction……………….. 12
2.3.3 Customer orientation and job satisfaction……………………. 12
2.3.4 Turnover intention………………………………. …………… 12
2.4 The Banking Industry-Wealth Management Overview………… 14
2.4.1 Wealth management services…………………………………. 15
2.4.2 Overview on the domestic wealth management market………. 16

Chapter 3 Research hypothesis and methodology …………………... ……...
18
3.1 Theoretical Framework ………………………... ……... ……...
18
3.2 Method…………………………………. ……... ……... ……...
33
20
3.2.1 Sample and Data Collection………………………………….
20
3.2.1.1 Sample Details…………………………………………….
20
3.2.2 Operationalization of study variables……………………... …
21
3.2.3 Measure and analysis assessment …………………………….
25

Chapter 4 Measure assessment results ………………………………... ……...
26
4.1 Reliability test….. ……... ……... ……...……... ……... ……..... 26
4.2 Descriptive statistics.. ……... ……... ……... ……... ……... …... 29
4.2.1 Sample demographic data analysis……. ……. ……. ………..
29
4.2.2 Perceived quota difficulty data analysis……………………….
31
4.2.3 Customer orientation data analysis. .………… ………………
31
4.2.4 Job satisfaction data analysis………………. ………………...
32
4.2.5 Turnover intention data analysis.………………. …………….
33
4.3 One-way ANOVA test…………………………………..……… 35
4.3.1 One way analysis of variance (ANOVA) test between demographics variables and perceived quota difficulty……… 36
4.3.2 One way analysis of variance (ANOVA) test between demographics variables and customer orientation…………… 36
4.3.3 One way analysis of variance (ANOVA) test between demographics variables and job satisfaction…………………. 37
4.3.4 One way analysis of variance (ANOVA) test between demographics variables and turnover intention…………….... 37
4.4 Correlation analysis………………. ……. ……. ……. ………. 42
4.5 Regression analysis…………………………………………….. 44
4.5.1 Perceived quota difficulty regression…………………….…… 44
4.5.2 Customer orientation regression.……………….…………... 45
4.5.3 Job satisfaction regression……………………………..……… 45
4.5.4 Multiple regression……………………….…….……….…... 46

Chapter 5 Research results and theoretical/ managerial implications
48
5.1 Research results….. ……. ……. ……. ……. ……. ……. ……. 48
5.2 Theoretical implications……. ……. ……. ……. ………. …….. 50
5.3 Limitations and future research……. ……. ……. ………. ……. 52

References……………………………………………………. ……. ……. …. 54

Appendix
Appendix I : Sample Survey Questionnaire (in Chinese) …….………………. 64
Appendix II: Survey Questionnaire Scale Items……. ……. ……. …..………. 67
參考文獻 References
References
Abratt, R. and Penman, N., 2002, Understanding facors affecting salespeople’s perceptions of ethical behavior in South Africa. Journal of Business Ethics, 35, 269-280.
Agho, A.O., Mueller, C. W., and Price, J.L., 1993, Determinants of employee job satisfaction: An empirical test of a causal model. Human Relations, 46 (8), 1007-1020.
Anderson, E. and Oliver, R.L., 1987, Perspectives on Behavior-Based Versus Outcome-Based Salesforce Control Systems. Journal of Marketing, 51, October 1987, 76-88.
Apasu y, 1986, Identifying the antecedents of salespersons’ intention to leave. Akron Business Economic Review, 17 (Winter), 85-97.
Babin, Barry J. and James S. Boles, 1996, The effects of perceived co-worker involvement and supervisor support on service provider role stress performance and job satisfaction. Journal of Retailing 72 (Spring), 57-77.
Baldauf, Arthur and David W. Cravens, 1999, Improving the effectiveness of field sales organizations: a European perspective. Industrial Marketing Management 28 (January), 63-72.
Bluedorn, AC. 1982, A unified model of turnover from organizations. Human Relations, 35 (February):135–153.
Boles, James S. et al., 2001, An examination of the relationships between retail work environments, salesperson selling orientation-customer orientation and job performance. Journal of Marketing Theory and Practice; Summer; 9,1-13.
Brady MK, Cronin Jr J., 2001, Customer orientation: effects of customer service perceptions and outcome behaviors. Journal of Service Research, 3(3):241 – 251.
Brown SP, Cron WL, Leigh TW, 1993, Do feelings of success mediates sales performance- work attitude relationships? Journal of Academy of Marketing Science, 21(2):91–100.
Bush, V., S. Harris and A. Bush: 1997, Establishing Ethical Boundaries for Service Providers: A Narrative Approach. Journal of Service Marketing, 11, 265–280.
Churchill GA, Ford NM, Walker OC., 1976, Organizational climate and job satisfaction in the salesforce. Journal of Marketing Research,13(November):323– 332.
Chowdhury, Jhinuk, 1993, The Motivational Impact of Sales Quotas on Effort. Journal of Marketing Research, 30, February, 28-41.
Churchill G, Ford NM, Walker OC, 1974, Measuring the job satisfaction of industrial salesmen. Journal of Marketing Research; 11(August):254– 260.
Crosby, Lawrence E., Kenneth R. Evans and Deborah Cowles 1990, Relationship quality in services selling: an interpersonal influence approach. Journal of Marketing 54 (July), 68-81.
Dabholkar, P. A. and J. J. Kellaris: 1992, Towards Understanding Marketing Students’ Ethical Judgment of Controversial Personal Selling Practices. Journal of Business Research 24, 313–329.
Darmon, R.Y., 1997, Selecting Appropriate Sales Quota Plan Structures and Quota Setting Procedures. Journal of Personal Selling & Sales Management, 17, Winter, 1-16.
Deci EL, Ryan RM. 1985, Intrinsic motivation and self-determination in human behavior. New York: Plenum.
DeGeorge, R.T., 1990, Business Ethics, 3rd Edition. New York: Macmillan.
Downey KH, Hellriegel D, Phelps M, Slocum JW., 1974, Organizational climate and job satisfaction: a comparative analysis. Journal of Business Research; 2(July):233–248.
Dubinsky AJ, Jolson MA, Michaels R.E, Kotabe M, Lim CU., 1992, Ethical perceptions of field sales personnel: an empirical assessment. Journal of Personal Selling Sales Management;12(Fall):9– 21.
Dunlap, B. J., Michael J. Dotson and Terry M. Chambers, 1988, Perception of real estate brokers and buyers: a sales orientation, customer orientation approach. Journal of Business Research 17 (2), 175-187
Egan, T. M.,Yang. B, Barlett, K., 2004, The effects of organizational learning culture and job satisfaction on motivation to transfer learning and turnover intention. Human Resource Development Quarterly, 15(3), 279-301.
Ethics in American business: an opinion survey, 1988, New York: Touche Ross and Co..
Edwards, J. E. and Fisher, B. M., 2004, Evaluating employee survey programs. In J.E. Edwards, J. C. Scott, and N.S. Raju. The Human resources Program- evaluation Handbook. (365-386) Thousand Oaks, CA: Sage.
Eylon, D. and Bamberger, P., 2000, Empowerment cognitions and empowerment acts: recognizing the importance of gender. Group and Organization Management, 25, 354-373.
Fishbein M. and Ajzen, I., 1975, Belief, attitude, intention and behavior: An introduction to theory and research. Reading. MA: Addision-Wesley.
Fishbein M., 1967, Attitude and the prediction of behavior. In: Fishbein M, editor. Readings in attitude theory and measurement. New York, NY: Wiley, pp. 477– 492.
Flaherty, Theresa B. Robert Dahlstrom and Steven J. Skinner, 1999, Organizational Values and role stress as determinants of customer oriented selling performance. ,Journal of Personal Selling and Sales Management, 19(Spring), 1-18.
Friedlander F, Margulies N., 1969, Multiple impacts of organizational climate and individual value systems upon job satisfaction. Personal Psychology; 22(Summer):171 –83.
Gaertner, S., 2000, Structural determinants of job satisfaction and organizational commitment in turnover models. Human Resources Management Review, 9(4), 479-493.
Ghiselli, Richard F. et al., 2001, Job satisfaction, life satisfaction, and turnover intent: among food-service managers. Cornell Hotel and Restaurant Administration Quarterly; Apr; 28-37.
Goff BG, Boles JS, Bellenger DN, Stojack C. The influence of salesperson selling behaviors on customer satisfaction with products. Journal of Retail.
Good, David J. and Schwepker Jr., Charles H., 2001, Sales Quotas: Critical Interpretations and Implications. Review of Business, Spring, 32-36.
Good, D.J. and R.W. Stone., 1995, Computer Technology and the Marketing Organization: An Empirical Investigation. Journal of Business Research, 34, November, 197-209.
Good, D.J. and R.W. Stone, 1991, How Sales Quotas Are Developed. Industrial Marketing Management, 20, February, 51-55.
Hall DT., 1976, Careers in Organizations. Pacific Palisades (CA): Goodyear.
Hoffman, K. Douglas and Thomas N. Ingram, 1992, Service provider job satisfaction and customer oriented performance. Journal of Services Marketing, 6 (spring), 68-78
Hom, P. W. and Giffieth, R. W., 1991, Structural equation modeling test of turnover theory: Cross-sectional and longitudinal analyses. Journal of Applied Psychology, 76, 350-366.
Hollenback, J. R. and Williams, C.R., 1986, Turnover functionality versus turnover frequency: a note on work attitudes and organizational effectiveness. Journal of Applied Psychology, 76, 350-366.
Howard, J.L. and Frick, D.D., 1996, The effects of organizational restructure on employee satisfaction. Group and Organization Management, 21 (3), 278.
Ingram, T.N., R.W. LaForge, and C.H. Schwepker, Jr., 1997, Sales Management: Analysis and Decision Making, 3rd edition. Forth Worth, TX: The Dryden Press.
Jackson, Barbara Bund, 1985, Build customer relationships that last. Harvard Business Review (Nov-Dec.), 120-128.
Johnson J.J., McIntye CL. 1998, Organizational culture and climate correlates of job satisfaction. Psychology Report; 82(June):843– 850.
Johnston, W.J. and Kim, K., 1994, Performance attribution, and expectancy linkages in personal selling. Journal of Marketing, Vol. 58, October, 68-81.
Judge, T. A., Thoresen, C,J., Bono, J.E., and Patton, G. K. 2001, The job satisfaction –job performance relationship: A qualitative and quantitative review. Psychological Bulletin, 127, 376-407.
Kahle Dave, 2005, Remain Competitive-Differentiate by creating a perceived value. Business Forms, Labels & Systems; 43, 7.
Kaczka E, Kirk RV., 1968, Managerial climate, work groups, and organizational performance. Administration Science Quarterly;12(September):252–71.
Kelley SW., 1992, Developing customer orientation among service employees. Journal of Academy of Marketing Science;20(Winter):27– 36.
Kim S., 2002, Participative management and job satisfaction: Lessons for management leader. Public Administration Review, 62, 231-241.
Kraut, A. I., 1997, Organizational surveys: Tools for assessment and change. San Francisco: Jossey-bass;73(2):171– 183.
Kurland, N. B., 1996, Sales agents and clients: ethics, incentives and a modified theory of planned behavior. Human Relations, Vol. 49, January, pp. 51-74.
Langerak F., 2001, Effects of market orientation on the behavior of salespersons and purchasers, channel relationships, and performance of manufacturers. International Journal of Research Marketing;18:221–234.
Lawler EE., 1971, Pay and organizational effectiveness: a psychological view. New York: McGraw-Hill.
Lawler, EE, 1973, Motivation in work organizations. Monterey (CA): Brooks/ Colea.
Levy, M. and A. J. Dubinsky, 1983, Identifying and Addressing Retail Salespeople’s Ethical Problems: A Method and Application. Journal of Retailing 59, 46–66.
Locke, E.A., 1968, Toward a Theory of Task Motivation and Incentives, Organizational Behavior & Human Performance, 3, May, 35-42.
Locke EA., 1969, What is job satisfaction? Organizational Behavior Human Performance; 4(November):309– 336.
Locke EA. And Latham, G.P., 1990, The theory of goal setting and tssk performance, Prentice-Hall Inc., Englewook Cliffs, NJ.
Mathieu JE, Zajac DM., 1990, A review and meta-analysis of the antecedents, correlates and consequences of organizational commitment. Psychology Bulletin, 108 (September): 171-194.
McClaren, N.: 2000, Ethics in Personal Selling and Sales Management: A Review of the Literature Focusing on Empirical Findings and Conceptual Foundations, Journal of Business Ethics 27, 285–303.
Murphy, P. E. and G. R. Laczniak: 1981, Marketing Ethics: A Review with Implications For Managers, Educators and Researchers, in B. E. Enis and K.J. Roering (eds.), Review of Marketing (American Marketing Association, Chicago, IL).
Mobley WH, 1982, Employee turnover: causes, consequences, and control. Reading, MA: Addison-Wesley Publishing.
Oliver, R.L. and E. Anderson, 1994, An Empirical Test of the Consequences of Behavior-and-Outcome-Based Control Systems. Journal of Marketing, 58, October, 53-67.
O’Hara B, Boles JS, Johnston MW, 1991, The influence of personal variables on salesperson selling orientation. Journal of Personal Selling Sales Management,11 (Winter):61–67.
Ostroff C., 1993, The effects of climate and personal influences on individual behavior and attitudes in organizations. Journal of Organizational Behavior Human Performance, 56 (October):56–90.
Organ, D. W., 1988, A restatement of the satisfaction-performance hypothesis. Journal of Management, 14, 547-557.
Organ, D. W. and Ryan, K., 1995, A meta-analytic review of attitudinal and dispositional predictors of organizational citizenship behavior. Personnel Psychology, 48, 775-802.
Pearson, C. A., 1991, An assessment of extrinsic feedback on participation, role, perceptions, motivation and job satisfaction in a self-managed system for monitoring group achievement. Human Relations, 44 (5), 517-537.
Pease, Paul, 2005, Hiring Right. Agency Sales Magazine, 35, 7.
Pierce LL, Hazel CM, Mion LC., 1996, Effect of a professional model on autonomy, job satisfaction and turnover. Nursing Management, 27(February): 48M–48T.
Pritchard RD, Karasick BW., 1973, The effects of organizational climate on managerial job performance and job satisfaction. Organization Behavior of Human Performance, 9:126 – 146.
Reicheld FF, Sasser WE., 1990, Zero defections: quality comes to services. Harvard Business Review, 68 (September– October):105 –111.
Saari, Lise M. and Judge, Timothy A., 2004, Employee attitudes and job satisfaction, Human Resources Management, Winter, Vol. 43, No.4, 395-407.
Saxes, Robert and Barton A. Weitz, 1982, The SOCO scale: a measure of the customer orientation of salespeople. Journal of Marketing Research, 19 August, 343-351.
Schneider B., 1972, Organizational climate: individual preferences and organizational realities. Journal of Applied Psychology, 56 (June):211 –217.
Schneider B., 1975, Organizational climate: an essay. Personal Psychology, 28 (Winter):447–479.
Schneider B, Reichers AE., 1983, On the etiology of climates. Personal Psychology; 36 (Spring):19–39.
Schneider B, Rentsch J., 1988, Managing climates and cultures: a future perspective, in futures of organizations. In: Hage J, editor. Lexington, MA:Lexington Books, pp. 181– 200.
Schwepker CH, Ferrell OC, Ingram TN., 1997, The influence of ethical climate and ethical conflict on role stress in the sales force. Journal of Academy of Market Science, 25 (Spring):99–108.
Schwepker Jr., Charles H. and, Good, David J., 1999, The Impact of Sales Quotas on Moral Judgment in the Financial Services Industry. The Journal of Services Marketing, Vol. 13, No. 1, pp.38-58.
Schwepker Jr., Charles H., 2001, Ethical Climate’s relationship to job satisfaction, organizational commitment, and turnover intention on the salesforce. Journal of Business Research, 54, 39-52.
Spiro RL, Weitz BA. 1990, Adaptive selling: conceptualization, measurement, and nomological validity. Journal of Marketing Research, 27(February):61–69.
Swenson, M.J. and J. Herche, 1994, Social Values and Salesperson Performance: An Empirical Examination. Journal of the Academy of Marketing Science, 22, Summer, 283-289.
Tett RP, Meyer JP., 1993, Job satisfaction, organizational commitment, turnover intention, and turnover: path analyses based on meta-analytic findings. Personal Psychology, 46 (Summer):259–291.
Thakor, Mrugank V. and Joshi, Ashwin W., 2005, Motivating salesperson customer orientation: insights from the job characteristics model. Journal of Business Research, 58, 582-592.
Trevino LK., 1986, Ethical decision making in organizations: a person– situation interactionist model. Academy Management Review, 11(July):601– 617.
Walker OC, Churchill GA, Ford NM., 1977, Motivation and performance in industrial selling: present knowledge and needed research. Journal of Marketing Research, 14 (May) :156 –168..
Watkins, K.E. and Marsick, V. J., 1993, Sculpting the learning organization: lessons in the art and science of systemic change. San Francisco: Jossey-Bass.
Watkins, K.E. and Marsick, V. J., 2003. Make learning count! Diagnosing the learning culture in organizations. Advances in developing Human Resources, 5 (2).
Williams, Michael R. and Jill S. Attaway, 1996, Exploring salesperson’s customer orientation as a mediator of organizational cultures’ influence on buyer-seller relationships. Journal of Personal Selling and Sales Management, 16 (fall) l 33-52.
Wimbush, J.C. and Shepard, J.M., 1994, Toward understanding of ethical climate: its relationship to ethical behavior and supervisory influence. Journal of Business Ethics, Vol. 13, August, pp. 637-647.
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:校內一年後公開,校外永不公開 campus withheld
開放時間 Available:
校內 Campus: 已公開 available
校外 Off-campus:永不公開 not available

您的 IP(校外) 位址是 3.236.142.143
論文開放下載的時間是 校外不公開

Your IP address is 3.236.142.143
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