臺灣博碩士論文加值系統

本研究主要探討保險業務人員核心職能與績效間之關係，並建構保險業務人員核心職能量表。由於業務人員的直接銷售，是保險公司
主要的業績來源，但保險業同時面臨人員培訓不易及定著率偏低的問題，若能以適當的方法提昇人才甄選的有效性，對公司的整體績效將會有正面的影響。
因此本研究以職能理論為基礎，透過對保險業務人員工作內涵及職能理論的文獻探討，結合過去業務人員職能理論的相關研究，整理
出保險業務人員的六大核心職能：衝擊與影響力、成就動機、主動積極、人際暸解、自信心、客戶服務傾向等職能。文獻探討時並對近代職能理論的源起、職能內涵的4P 模式、及職能研究的限制，提出一些相關發現，供後續研究者參考。
在職能構面確定後，本研究參考過去已發展完成之相關量表及題項，建構成保險業務人員核心職能量表。量表以中部某外商保險公司業務人員及業務主管為研究對象，進行問卷調查及統計分析，實証結果發現：高績效與低績效群組之業務人員，其核心職能有顯著差異，並經共變數ANCOVA 分析結果發現，職能與績效之關係，不因業務人員背景不同而有所影響，而相關分析的結果發現保險業務人員職能與績效間大都呈現顯著相關。
本研究建構之保險業務人員職能量表，未來可以作為保險業務人員甄選之參考，以及人力資源發展培訓之用。研究最後並提出實務應
用上的建議，以及未來研究及改進方向。希望對於保險業人力素質提升及經營績效之改進有正面之幫助。

In the insurance enterprise, the main avenue of sales contact is directly through salespeople. However, insurance companies always face the difficulty of training skilled salespeople and furthermore keeping them in the field. Hence, during the process of interviewing and recruiting, if eligible salespeople are successfully targeted, it is much efficient for improving the quality of salespeople and the quantity of sales figure.
A questionnaire was designed basically on the theory of competency. The questionnaire is particularly designed for individuals rather than for research or professional institutes in that salespeople conduct formal/informal interviews from time to time. The study attempted to coordinate among a variety of relevant aspects: from the work context of insurance salespeople, the literature review of competency, and the empirical studies of core competencies on salespeople, and to distill the very six core competencies: impact and influence, motivation, aggressiveness, understanding, self-confidence, and customer service. Plus, from the previous studies, some items from the relevant questionnaires were extracted to build a new questionnaire for efficiently recruiting eligible insurance salespeople.
The participants were salespeople and sales managers in one of the foreign insurance companies in the central Taiwan. After collecting valid questionnaires, the result was analyzed through statistical method. The outcome showed that there are obvious differences in the core competent performance between top salespeople and poor salespeople. The factor of salesperson’s background factor is excluded. There is a critical relevance between sales performance and core competency.
Besides the empirical result from the designed questionnaire, there is also an important discovery from the previous studies. Furthermore, four key competences are provided and
This study is to design a competency questionnaire for recruiting eligible insurance salespeople as well as for training salespeople. At last, this study provides solid suggestions for insurance enterprises in the hope of improving the quality of salespeople recruitment and elevating the sales figures for the entire enterprise.

第一章 緒論........................................... 1
第一節　研究動機.................................... 1
第二節　研究目的.................................... 3
第三節　研究流程.................................... 4
第二章 文獻探討....................................... 5
第一節　保險業務員的工作與角色...................... 5
第二節　職能理論的起源與定義........................ 9
第三節　保險業務人員的關鍵職能...................... 16
第三章 研究方法....................................... 29
第一節　研究架構.................................... 29
第二節　量表建構.................................... 30
第三節　研究設計.................................... 39
第四節　資料分析方法................................ 40
第四章 研究結果分析................................... 42
第一節　研究樣本背景分析............................ 42
第二節　項目分析.................................... 45
第三節　信效度分析.................................. 52
第四節　個人基本變項對績效的影響.................... 54
第五節　各職能構面與績效間的差異分析................ 57
第六節　職能構面與績效間的相關分析.................. 60
第五章 結論與分析..................................... 61
第一節　研究結論.................................... 61

第二節　管理意涵.................................... 65
第三節　研究建議.................................... 66
參考文獻.............................................. 67
附錄　保險業務人員核心職能量表 ....................... 74

參考文獻

一、中文部份

1. Lack,A.著；古益靈譯(2004)，「絕對影響力」(Absolute Influence)，海洋文化，台北。
2.David D. Dubois著；李芳齡譯(2002)，「績效躍進-才能評鑑法的極致運用」(Competency-Based Performance Improvement : A strategy for Organizational Change)，商周出版，台北。
3. Keller, E. & Berry,J.著；王柏鴻譯（2003），「影響力」(The Influentials)，時報出版，台北。
4. Gandolfo,J & Korn,D.J.著：許舜青譯(1996)，「態度－銷售致富的十個習慣」(Sell & Grow Rich – The 10 habits of highly successful salespeople)，廣場文化，台北。
5. Jolles,R.L.著：鄭一菁譯(1999),「銷售學問－讓顧客Say Yes的8個步驟」，(Customer Centered Selling: Eight Steps to Success From the Word’s Best Sales Force)，天下遠見出版，台北。
6. Levine,N.G & Levine S.著：雅登出版社譯(1994) 「別人能，你也能」(Yes,You Can; Yes, You Can,Too)，雅登出版社，台北。
7. Lyle M. Spencer, Jr. ＆ Signe M. Spencer著；魏梅金譯(2003)，「才能評鑑法-建立卓越績效的模式」(Competence work-Models for Superior Performance)，商周出版，台北
8. Wood,R. & Payne,T.著；藍美貞、姜佩秀譯(2001)，「職能招募與選才」(Competency-Based Recruitment and Selection)，商周出版，台北。
9. 江玫君(1991)，「業務員人口與心理特徵對績效的影響」，碩士論文，東海大學企業管理研究所。
10. 吳韻儀(2004)，「無權無位，如何領導跨部門團隊」， Cheers雜誌2004年2月號。
11. 宋立民編譯（1995），「讓老闆更賞識你：善用影響力」，三思堂，台北。
12. 李坤撰（2001），「人力資源主管影響策略之研究」，碩士論文，中山大學人力資源管理研究所。
13. 李靜琪(2002), 「銷售才能與銷售績效關係之探討」，碩士論文，中興大學企業管理研究所。
14. 李聲吼(1997)，「人力資源發展的能力內涵」，就業與訓練雙月刊，15卷2期，51-58頁。
15. 李錫宗(2004)，「壽險業務人員業績表現與個人因素之關係－以A人壽保險公司為例」，碩士論文，逢甲大學保險研究所。
16. 村上良三著；陳文光譯(1988)，「人事考核手冊－制度設計與應用」，台華工商圖書出版公司，台北。
17. 沈聰益(2003)，「人格五因素模式預測保險業務員銷售績效的效度─NEO-PI-R量表之跨文化檢驗與人際特質架構之實證探討」，博士論文，交通大學經營管理研究所。
18. 林金土(2005)，「銷售流程與銷售績效關係之研究--以壽險業為例」，碩士論文，逢甲大學保險研究所。
19. 林財丁(1994)，「業務人員心理學」，書華出版，台北。
20. 林財丁、黃康齡(1990)，「業務員人格特質及甄選評量表之研究」，東海學報，31卷，399-418頁。
21. 林裕盛(1998)，「成交淩駕一切」，平安文化，台北。
22. 陳志豪(1999)，「業務人員職能需求分析，以某壽險公司為例」，碩士論文，中央大學人力資源管理研究所。
23. 陳德成(1993)，「壽險行銷人員之人格特質分析」，碩士論文，政治大學保險研究所。
24. 黃康齡(1990)，「以自陳式量表衡量業務人員人格特質、工作態度與技術能力之研究」，碩士論文，東海大學企業管理研究所。
25. 黑幼龍著；謝其濬整理(2003)，「贏在影響力：卡內基人際溝通九大法則」，天下文化，台北。
26. 葉勁之(2001)，「賣保險的第一本書」，商周出版，台北。
27. 詹炳熾(2004)，「研發人員職能與績效關聯之研究－以工具機產業為例」，碩士論文，朝陽科技大學企業管理研究所。
28. 壽險季刊(1995)，「日本壽險業改善招攬人員流動率的具體做法」，壽險季刊，第96期，65-71頁。
29. 鍾燕宜(2002)，「心理量表的發展與評量－以壽險業務員為例」，博士論文，交通大學經營管理研究所。
30. 魏子雲(1994)，「壽險業務人員個人知覺及人格特質與績效間關係之探討」，碩士論文，中原大學企業管理研究所。

二、英文部份

1. Adams, K.(1997), “Interview with David McClelland”, Competency, 4(3), Spring, pp.18–23. Retrieved November 2, 2005, from http://competencyandei.com/Interview-with-David-McClelland
2. BASIS International(2002), “What makes a successful seller?”, How to make the Big Bucks Selling, BASIS International. http://www.basis.com/sales/selling/sellingbasis.pdf
3. Blancero, D., J. Boroski, and L. Dyer,(1996),“Key competencies for a transformed human resource organization: results of a field study”, Human Resource Management, 35(3), pp.383-403.
4. Bonder, A. (2003), “ A blueprint for the future: Competency-based management in HRDC”, Unpublished presentation, HRDC Canada.
5. Boyatzis, R.E.(1982), “The Competent Manager: A Model For Effective Performance”, John Wiley & Sons, N.Y.
6. Burgoyne, J.G.(1993), “The competence Movement: Issues, Stakeholders and Prospects”, Personnel Review, 22(6), pp.6-13.
7. Byham, W.C. & Moyer, R.P.(1996), “Using Competencies to Build a Successful Organization”, Development Dimensions International Inc, Pittsburgh, PA.
8. Byham, W.C. & Moyer, R.P.(1996), “Using Competencies to Build A Successful Organization”, Development Dimensions International, pp.214-230, Pittsburgh, PA.
9. Case, R., Branch J.D.(2003), “A study to examine the job competencies of sport facility managers”, International Sports Journal, 7(2), pp.25-38.
10. Catano, V.M.(1998),“Competencies: a review of the literature and bibliography”, The Canadian human resources professional capabilities profile, The Canada Council of Human Resource Associations, Ottawa, Canada.
11. Churchill Jr., G.A., Ford, N.M., Hartely, S.W., & Walker, O.C.(1985). "The Determinants of Salesperson Performance: A Meta-Analysis", Journal of Marketing Research, 22, pp.103-118.
12. Cialdini, R.B.(1993), “Influence: Science and practice (3rd Ed.)”, HarperCollins College Publishers, New York.
13. Cooper, K.C. (2000), “Effective Competency Modeling and Reporting”, Amacom, New York.
14. Dilenschneider, R.L.(1990), “Power and Influence: Mastering the Art of Persuasion”, Prentice Hall Press, New York.
15. Dubinsky, A. J. and W. Rudelius(1980), “Selling Techniques for Industrial Products and Services: Are They Different?”, Journal of Personal Selling & Sales Management (Fall/Winter), pp.65-75.
16. Dubois, D.(1993),“Competency-Based Performance Improvement: A Strategy for Organizational Change”, HRD Press, Amherst, MA.
17. Erika, R.(1999), “The 10 traits of top salespeople,” Sales and Marketing Management, 51(8), pp.34-37.
18. Fletcher, S. (1994), “NVQs, Standards and Competence: A Practical Guide for Employers, Managers and Trainers”, 2nd ed. Kogan page, London.
19. Futrell,C.M.(2004), “Fundamentals of Selling - Customers for Life through Service”, McGraw - Hill Companies. Inc, NJ.
20. Gitomer, J.(2001), “Specific characteristics are what make top sales people tops”, American City Business Journals, Retrieved November 2, 2005, from http://houston.bizjournals.com/houston/stories/2001/07/02/smallb2.html
21. Green P.C. (1999), “Building robust competencies: Linking human resource systems to organizational strategies”, Jossey-Bass, San Francisco.
22. Greenberg, H.M., Weinstein, H.P. & Sidler, G.(1996), “Best Producers Share Many Personality Traits”, Best’s Review Prop/Casualty, 97(4), Aug., pp.48-52.
23. Greenberg, J. & Greenberg, H.M.(1976), “Predicting Sales Success- Myths and Reality”, Personnel Journal, Dec, pp.621-627.
24. Greenberg, J. and Greenberg, H.M.( 1983), “The personality of a top salesperson ”, Nation’s Business, December.
25. Greg, G. and Patrick L.(2001), “Distributing Financial Products Through Independent Financial Planners”,A 2001 Report I/R Code 62.00, LIMRA International, Inc.
26. Heskert, J.L., W.E. Sasser, and C.W. Hart (1989),“Service Breakthrough”, The Free Press, New York.
27. Houghton Mifflin Co.(1993), American heritage college dictionary, 3rd ed, Boston, New York.
28. Klemp, G.O. Jr.,& McClelland, D.C. (1986), “What characterizes intelligent functioning among senior managers?”, In R.J. Sternberg & R.K. Wagner (Eds.), Practical intelligence: Nature and origins of competence in the everyday world.( pp.31-50), Cambridge University Press, Boston, New York.
29. Klemp,G.O. Jr.(1980), “The Assessment of Occupational Competence”, National Institute of Education, Washington, D.C.
30. Kotler, P. (2003), “Marketing Management: Analysis, Planning, Implementation and Control”, 11th ed. Prentice-Hall Inc, NJ.
31. Mansfield, E. & Lee, J.Y.(1996), “The modern university: Contributor to industrial innovation and recipient of industrial R&D support”, Research Policy, Oct 25(7), pp.1047-1059, Amsterdam, Holland.
32. Mayer, D. & Greenberg, H.M.(1964), “What Makes a Good Salesman?”, Harvard Business Review, vol. 42, Jul.-Aug., pp. 119-125.
33. McClelland, D.C. & Dailey, C. (1972), “Improving officer selection for the foreign service”, American Psychologist.
34. McClelland, D.C.(1973), “Testing for competence rather than for intelligence”, American Psychologist.
35. McLagan, P. A. (1980), “Competency Models”, Training & Development Journal, 34(12), pp.22-26.
36. Mclagan, P.A. (1990), “Flexible job models: A productivity strategy for the Information Age. ” In J.P. Campbell and R. J. Campbel & Associates, Productivity in organizations. Jossey-Bass, San Francisco, CA.
37. McMurry, R. N. (1961), “The Mystique of Super-salesmanship”, Harvard Business Review, Mar-Apr.
38. Merriam-Webster(1986), Webster''s Third New International Dictionary.MA.
39. Miner, J.B.(1962), “Personality and Ability Factors in Sales Performance”, Journal of Applied Psychology, 46(1), pp.6-13.
40. Mirabile, R.J. (1997), “Everything you wanted to know about competency modeling”, Training and Development, pp.73-77.
41. Monney, R.W. and S. Griffith.(1993), “Privatizing a Distressed State-Owned Enterprise: Lessons Learned through Privatization Work in Argentina''s Steel Sector”, Columbia Journal of World Business, Spring, 28(1), pp.36-44
42. Newsome S., Catano, V.M & Day, A.L.(2003), “Leader Competencies : Proposing a Research Framework”, The Centre for Leadership Excellence, Saint Mary’s University, Nova Scotia, Canada.
43. Parry, S.B. (1998), “Just What Is a Competency? And Why Should You Care?”, Training, June, 35(6), pp58-64.
44. Peak, L.(1980), “A conceptual framework and process: For identifying the inservice needs of vocational educators serving special needs populations”, Dept. of Vocational and Technical Education, University of Minnesota, MN.
45. Project Management Institute(2002), “Project Manager Competency Development (PMCD) Framework”, Project Management Institute, Pennsylvania.
46. Ralelin, J. A., & Cooledge, A. S. (1995), “From generic to organic competencies”, Human Resource Planning, pp.24-33
47. Ruth A. & Wysocki A.(2002), “ Top Sellers: Characteristics of a Superior Salesperson”, Department of Food and Resource Economics, University of Florida, FL. http://edis.ifas.ufl.edu/pdffiles/SN/SN00400.pdf
48. Sardar, A. & Patton, M.A.(2002), “What makes a great salesperson? Links between our heritage and the future”, http://130.195.95.71:8081/www/ANZMAC1999/Site/S/Sardar.pdf
49. Schneider, R.J. & Hough, L.M.(1995), “Personality and Industrial / Organizational Psychology”, International Review of Industrial and Organizational Psychology, vol. 10, pp.75-129.
50. Seymour, A.(1994), “Personality tests for salesforce selection: Worth a fresh look”, Review of Business, 16(1), Summer/Fall, pp.27-31.
51. Shippmann, J.S., R.A. Ash, M. Battista, L. Carr, L.D. Eyde, B. Hesketh, J. Kehoe, K. Pearlman, E.P. Prien, & J.I. Sanchez.(2000), “The practice of competency modeling”, Personnel Psychology, 53 (3), pp.703-740.
52. Slivinski, L., Donoghue, E., Chadwick, M., Ducharme, F.A., Gavin, D.W., Lorimer, A., McSheffrey, R., Miles, J., & Morry, G. (1996), “The wholistic competency profile: A model”, Staffing Policy and Program Development Directorate, Public Service Commission of Canada, Ottawa, Canada.
53. Szymanski, D. M.(1988), “Determinants of Selling Effectiveness: The Importance of Declarative Knowledge to the Personal Selling Concept”, Journal of marketing 52 (January), pp.163-174.
54. Taylor, T.C.(1986), “Anatomy of a star salesperson”, Sales and Marketing Management, pp.49-51.
55. Ulrich, D., Brockbank, W., & Yeung, A.(1989), “HR competencies in the 1990s : An empirical assessment of what the future holds”, Personnel Administration, 34, pp.91-93.
56. Woodruffe, C. (1991), “Competent by any other name”, Personnel Management, September, pp.30-33.
57. Zemke, R. (1982), “Job competencies: can they help you design better training ?”, Training, 19(5), pp.28-31.