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研究生:馬慈卿
研究生(外文):Ma Tzu Ching
論文名稱:目標導向、組織公民行為、顧客導向行為與工作績效關聯性之研究-以金控業財富管理業務人員為例
論文名稱(外文):A Research of the Relationship about Goal orientation,Organizational Citizenship Behaviors, Customer Orientation Behaviors and Job Performance-An Example of Financial Holding Company’s Financial Consultant
指導教授:莊雙喜莊雙喜引用關係李茂雄李茂雄引用關係
學位類別:碩士
校院名稱:南台科技大學
系所名稱:企業管理系
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:134
中文關鍵詞:目標導向組織公民行為顧客導向行為工作績效
外文關鍵詞:goal orientationorganizational citizenship behaviorscustomer orientation behaviorsjob performance
相關次數:
  • 被引用被引用:5
  • 點閱點閱:299
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:9
隨著民眾對理財需求的日益殷切,使得金控業中財富管理的服務益發重要。就實務而言,在競爭日趨白熱化的財富管理業務中,金控業者欲維持市場優勢,首要之策在於顧客關係的經營,而其中理財業務人員扮演了關鍵角色。從文獻回顧發現,目前尚未有針對理財業務人員之目標導向、組織行為與其工作績效間影響關係之研究。因此,本研究提出一理論架構,將組織行為作為解釋個人目標導向與其工作績效間關係的主要中介變數。
  本研究以金控業財富管理業務人員作為實証研究的對象,有效分析樣本共118人。本研究分別以t 檢定、變異數分析、迴歸分析、及LISREL 分析等方法來進行實證並驗證本研究所提出之各項假設。
  本研究的主要發現為:(1)整體而言,本研究整體理論模式配置符合可接受的適合度檢定水準,表示本研究的理論模型可獲得支持,故這四個構念間確實存在著影響關係。(2)學習目標導向對組織公民行為與顧客導向行為均有正向的影響關係,且不論是對任務績效或是脈絡績效也同樣有正向的影響,而在總效果方面,學習目標導向對任務績效的影響效果則大於對脈絡績效的影響效果。(3)績效目標導向對工作績效中的任務績效及脈絡績效之直接的影響關係均不顯著,對工作績效則是透過組織公民行為而有間接的影響關係。(4)顧客導向行為對組織公民行為間的影響效果在實證研究中達顯著關係。
The demand of managing people wealth is ardent day by day, it is important to make the service of wealth management in the financial holding companies increasingly. In practice the competition is fierce in the wealth management operation day by day , in order to occupy the market and sustain the advantage for the wealth management departemnt of the financial holding companies that the primary strategy is building and maintaining the relationship with customer. And the financial consultant play the key role. But in academy, from literature review found that none research point out the relationship about financial consultants’ goal orientation, organizational behaviors and his job performance. Therefore, this research presents a conceptual framework for incorporating organizational behaviors as the mediating variable between people’s goal orientation and his job performance.
The sample of this study has 118 financial consultants of financial holding companies. Many quantitative methods, including t-test, ANOVA, regression analysis, and LISREL analysis, and used to test the hypothesis of this research.
The major findings of this study are summarized as following: (1) Overall, the global model fit is acceptable. This empirical result supports the relationships among the market orientation, organizational learning, organizational innovations, and organizational performance. (2) Learning goal orientation has a positive impact on organizational citizenship behaviors and customer orientation behaviors. Learning goal orientation also has a positive impact on task performance and contextual performance. Furthermore, the total effect of learning goal orientation on task performance is greater than the total effect of learning goal orientation on contextual performance. (3) The direct effect of performance goal orientation on task performance and contextual is not statistically significant. However, performance goal orientation has a negative indirect impact on job performance by organizational citizenship behaviors. (4) Customer orientation behavior has a significant positive impact on organizational citizenship behavior statistically.
摘要…………………………………………………………………………vi
英文摘要……………………………………………………………………vii
誌謝…………………………………………………………………………viii
目次…………………………………………………………………………ix
表目錄………………………………………………………………………xi
圖目錄………………………………………………………………………xiii

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 研究目的…………………………………………………4
   第四節 研究流程…………………………………………………4

第二章 文獻探討…………………………………………………………6
   第一節 財富管理業務……………………………………………6
   第二節 目標導向…………………………………………………9
   第三節 組織公民行為……………………………………………17
   第四節 顧客導向…………………………………………………32
   第五節 工作績效…………………………………………………37
   第六節 構面間之關聯性與假設推導……………………………42

第三章 研究設計…………………………………………………………49
   第一節 研究架構…………………………………………………50
   第二節 變數的操作型定義與衡量………………………………50
   第三節 抽樣設計與研究樣本……………………………………56
   第四節 資料分析方法……………………………………………59

第四章 研究結果與分析…………………………………………………63
   第一節 信度與效度分析…………………………………………63
   第二節 樣本特性之分析…………………………………………83
   第三節 構面間之關係分析………………………………………90
   第四節 整體模式分析與假設驗證………………………………96

第五章 結論與建議………………………………………………………110
   第一節 研究結論…………………………………………………110
   第二節 管理意涵…………………………………………………114
   第三節 研究貢獻…………………………………………………116
   第四節 研究限制…………………………………………………117
   第五節 未來研究建議……………………………………………118

參考文獻……………………………………………………………………119
附錄一 正式問卷…………………………………………………………129
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