摘要

過去數十年間，許多學者以不同的論點的人格理論，試圖探究人格特質與工作績效、組織行為間的關聯性；其間，雖然歸納出許多有意義的研究結果，但終究缺乏系統性的整合。時至1990年以後，Digman、Hough、John及Kamp等學者，遂將過去的相關研究作整合性分析(meta-analysis)後，提出「五大因素」理論，這對近代的相關實證研究，提供了明確的依循方向。本研究的合作公司，從公務機關轉型為公司體制後，為因應市場競爭，特重業務部門的服務與績效，回顧與業務人員管理的相關研究，業務人員的的人格特質在徵選進用時特別受到管理者的重視。

觀察業務工作的特質，業務人員在服務過程中牽涉大量的人際互動，且工作自主性高，業務人員是否主動表現有利顧客、同事、主管及組織公益的組織公民行為，雖與業務銷售的工作執掌和考核績效內容無直接相關，但研究者相信成功業務績效的衡量，除了側重產能績效外，業務人員組織公民行為的表現對於組織整體效能的提昇亦是息息相關的。本研究係以中華電信公司218位業務人員為探討對象，試圖以LISREL建構業務人員人格特質與組織公民行為的影響模式，並檢驗組織承諾在此模式中的中介效果。

研究結果顯示，人格特質會直接影響組織承諾與組織公民行為，也會透過組織承諾影響組織公民行為，以LISREL分析組織承諾為中介變數的模式建構適合度尚可接受。期能藉由本研究結果，提醒管理階層重視業務人員人格特質、組織承諾與組織公民行為的關聯性，並為企業在業務人員的甄選與管理上，提供深入且有意義的思考方向。

關鍵字：五大因素理論、人格特質、組織承諾、組織公民行為

Abstract
Over the past decades, with different theories of personality, many scholars had attempted to explore the relationship between personality traits and job performance. Though plenty substantial conclusions were inducted; however, a systematic integration is still required. Not until 1990s, academics, such as Digman, Hough, John and Kamp began to organize and review the past related study and proposed a milestone theory called "Big Five", which provides a specific direction for recent empirical research and study to follow in.
This research cooperated with Chunghwa Telecom, which transformed from a government organization into a company system and therefore emphasized on the service and achievements of sales department to meet strong t competition. Looking back to the concerning researches about sales personnel management; the personality traits of sales personnel were highly emphasized by supervisors in the selection and administration of sales personnel.
When observing the qualities of sales careers, the activities of sales are considered getting involved into frequent personal interaction and acting with independence. There's no direct relationship between job description, performance evaluation and the behaviors which are performed actively by sales staffs and can benefit customers, colleges, supervisors and organizations. Researcher believes that successful performance evaluation should stress on not only productivity evaluation but also Organizational Citizenship Behaviors to elevate the overall effectiveness and efficiency of organization. This research took 218 sales personnel in Chunghwa Telecom as the study object, attempted to construct the influencial model of salesperson's personality traits and OCB with LISREL, as well as to examine the intermediary effect in this model.
The result shows personality besides directly effects Organizational Commitment and OCB, it also influences OCB through Organizational Commitment. The goodness-of-fit to structural equation model is acceptable. Expecting the result of this research reminds administrators pay much attention to the relationship among Personality, Organizational Commitment, Organizational Citizenship Behaviors of sales personnel and in addition, provides a profound and significant logic for enterprises in the selection and administration of sales personnel.
Keywords: Big Five, Personality, Organizational Commitment, Organizational Citizenship Behaviors

目 錄

第一章 緒論----------------------------------------------1
第一節 研究背景---------------------------------------1
第二節 研究動機---------------------------------------2
第三節 研究目地---------------------------------------5
第四節 中華電信公司簡介-------------------------------6
第二章 文獻探討-----------------------------------------13
第一節 人格特質--------------------------------------13
第二節 組織公民行為----------------------------------27
第三節 人格特質與組織公民行為的關係------------------37
第四節 以組織承諾為中介變項--------------------------45
第三章 研究方法-----------------------------------------68
第一節 研究架構--------------------------------------68
第二節 研究變項之操作性定義與衡量--------------------69
第三節 研究假設--------------------------------------79
第四節 資料蒐集方法與樣本特性分析--------------------81
第五節 資料處理與分析方法----------------------------83
第六節 研究限制--------------------------------------85
第四章 統計分析與討論-----------------------------------86
第一節 各研究變項之特性分析--------------------------86
第二節 人格特質、組織承諾與組織公民行為的相關分析----88
第三節 人格特質、組織承諾對組織公民行為的影響性分析--92
第五章、結論與建議---------------------------------------95
第一節 結論---------------------------------------------95
第二節 建議--------------------------------------------103

參考文獻------------------------------------------------------------------------105
附錄：問卷內容

表目錄
表2-1-1 中華電信公司薪資結構表--------------------------10
表2-1-1 McCrae和Costa的五個人格的強韌因素--------------19
表2-3-1 與營業人員績效相關的人格特質(一)----------------42
表2-3-2 與營業人員績效相關的人格特質(二)----------------43
表2-4-1 組織承諾分類表----------------------------------51
表2-4-2 影響組織承諾的前因------------------------------56
表2-4-3 組織承諾影響的結果------------------------------58
表3-2-1 組織公民行為量表之信度係數-----------------------74
表3-3-2 組織承諾量表之信度係數---------------------------76
表3-2-3 組織公民行為量表之信度係數-----------------------78
表3-4-1 樣本特性分析------------------------------------82
表3-5-1 LISREL配適度評鑑準則表-------------------------84
表4-1-1 組織承諾、組織公民行為與人格特質之描述性統計分析87
表4-2-1 人格特質與組織公民行為相關分析------------------88
表4-2-2 人格特質與組織承諾相關分析----------------------90
表4-2-3 組織承諾與組織公民行為相關分析------------------91
表4-3-1　LISREL模式分析結果-----------------------------93
表5-1-1　人格特質與組織公民行為之關係驗證表--------------97
表5-1-2　人格特質與組織承諾之關係驗證表------------------99
表5-1-3　組織承諾與組織公民行為之關係驗證表-------------101


圖目錄
圖1-1-1 個案公司組織架構圖------------------------------6
圖2-1-1 五大因素人格特質理論的發展----------------------15
圖2-4-1 Mowday,Poter&Steers組織承諾模式圖--------------53
圖2-4-2 Steers組織承諾前因後果模式圖-------------------54
圖2-4-3 主要組織承諾理論的整合架構圖--------------------55
圖3-1-1 本研究之研究架構圖------------------------------68
圖4-3-1 LISREL模式之整體架構--------------------------92
圖4-3-1 本研究人格特質、組織承諾與組織公民行為之LISREL驗證結果----------------------------------------94

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