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研究生:王永福
研究生(外文):Yung-Fu Wang
論文名稱:業務人員職能甄選量表之研究-以保險業為例
論文名稱(外文):Research on the Recruiting Questionnaire of Salespeople Competence – A Case of Insurance Company
指導教授:劉興郁劉興郁引用關係賴志松賴志松引用關係
指導教授(外文):Shin-Yuh LiuChih-Sung Lai
學位類別:碩士
校院名稱:朝陽科技大學
系所名稱:企業管理系碩士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2006
畢業學年度:94
語文別:中文
論文頁數:79
中文關鍵詞:核心職能業務人員保險業才能職能
外文關鍵詞:Core CompetenceSalespeopleCompetencyInsurance EnterpriseCompetence
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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

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