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研究生:蔡月霜
研究生(外文):TSAI, YUEH-SHUANG
論文名稱:證券商營業員情緒智力、工作壓力與組織公民行為關係之探討
論文名稱(外文):Exploration of Relation with Emotional Intelligence, Job Stress and Organizational Citizenship Behavior Among Securities Brokers
指導教授:閔辰華閔辰華引用關係
指導教授(外文):MIN, CHEN-HUA
口試委員:林鳳儀黃俊閎
口試委員(外文):LIN, FENG-YIHUANG, CHUN-HUNG
口試日期:2017-05-12
學位類別:碩士
校院名稱:銘傳大學
系所名稱:國際企業學系碩士在職專班
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:2017
畢業學年度:105
語文別:中文
論文頁數:67
中文關鍵詞:證券商營業員情緒智力工作壓力組織公民行為
外文關鍵詞:Securities BrokersEmotional IntelligenceJob StressOrganizational Citizenship Behavior
相關次數:
  • 被引用被引用:1
  • 點閱點閱:73
  • 評分評分:
  • 下載下載:3
  • 收藏至我的研究室書目清單書目收藏:1
台灣早期的證券營業員一直扮演著專業及重要的接單角色,但隨著外在環境的交互變化及證券市場漸趨成熟,不僅投資人結構改變,下單交易也產生新的模式;比如:網路下單的興起,證券同業激烈競爭之下的手續費折讓;這些變化,營業員可說首當其衝,部分券商甚至有『營業員理專化』的趨勢。營業員不再是單純的代理客戶買賣股票交易,在金控全面的主導下,證券營業員已進入一個全方位的行銷時代了。本研究旨在進行證券商營業員面臨大環境改變之下的情緒智力、工作壓力與組織公民行為關係之探討。研究內容包括證券商營業員在面臨全方位的行銷壓力下,情緒智力、工作壓力與組織公民行為之間影響之關係。
本研究採問卷調查法,以北部5家券商的證券商營業員為發放對象。其中,共發放320份問卷,回收 304份,以及有效問卷為304份(95%)。以SPSS For Windows 15.0套裝軟體進行資料分析,同時以敘述統計、One-Way MANOVA 及結構方程模式,加以統計分析處理。
研究結果發現:
一、證券商營業員之情緒智力與工作壓力具有顯著正相關。
二、證券商營業員情緒智力對組織公民行為間具有顯著正相關。
三、證券商營業員之工作壓力對組織公民行為間具有顯著負相關。

In the early time in Taiwan, securities brokers have been playing a professional and signif-icant role of taking orders. Nevertheless, with the interchange of external environment and the gradual maturity of the securities market, the structure of investors has changed and the trans-action of giving orders has also become renewed in mode, for example, because of the preva-lence of Internet ordering, the procedure fees have to be cut down to make the survival in se-vere competitions of the securities sector. In the face of such change, securities brokers may bear the brunt. As a result, some securities firms try to make securities brokers become profes-sional in financial management. Securities brokers serve their clients not only to conduct buy-or-sale stock transaction, but also enter a comprehensive marketing era under the overall domi-nance of finance management. This study aims at exploring relations with emotional intelli-gence, job stress and organizational citizenship behavior in a changing environment faced by the securities brokers. The content of this study contains the relations and effects on emotional intelligence, Job stress and organizational citizenship behavior which securities brokers deal with under the stress of overall marketing.
In this study, questionnaires have been used as investigation methods, giving to the objects of securities brokers working for five securities firms, in which 320 questionnaires releasing with the feedback 304 questionnaires. As a result, 304 are valid (95%) and then conduct data analysis with packaged software SPSS for Windows 15.0 meanwhile, conduct statistics, One-way MANOVA and construct a structural equation model (SEM) to process them with statisti-cal analysis.
Findings of Research:
1.The emotional intelligence of securities brokers is significantly positive correlation with their job stress.
2.The emotional intelligence of securities brokers is significantly positive correlation with their organizational citizenship behavior.
3.The job stress of securities brokers is significantly negative correlation with their organi-zational citizenship behavior.

圖目錄 III
表目錄 IV
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第貳章 文獻探討 6
第一節 情緒智力 6
第二節 工作壓力 10
第三節 組織公民行為 15
第參章 研究方法 19
第一節 研究架構 19
第二節 研究假設 20
第三節 問卷發展與抽樣 20
第四節 變項操作性定義與衡量方式 21
第肆章 資料分析與結果 28
第一節 前測與正式問卷之信度分析 28
第二節 描述性統計分析 31
第三節 相關分析 33
第四節 不同背景變項證券商營業員在各因素之差異分析 35
第五節 結構方程模式 36
第伍章 結論與建議 43
第一節 結論 43
第二節 管理意涵 44
第三節 研究限制 44
第四節 後續研究建議 45
中文文獻 46
英文文獻 49
附 錄 55

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