臺北市壽險公司業(yè)務(wù)人員角色壓力與其工作態(tài)度關(guān)系之研究-以努力

1、臺北市壽險公司業(yè)務(wù)人員角色壓力與其工作態(tài)度關(guān)係之研究以努力及信任為干擾變項研究生：黃意婷指導(dǎo)教授：鄭仁偉 銘傳大學(xué)管理科學(xué)研究所摘要 壽險業(yè)務(wù)人員工作環(huán)境所面臨的團體眾多，當(dāng)個人角色行為難以完全符合所有角色期望時，將為人員帶來角色衝突的困境。若人員缺乏執(zhí)行任務(wù)的相關(guān)訊息時，將極易陷入角色模糊的狀態(tài)。鑑此，企業(yè)當(dāng)局對業(yè)務(wù)人員角色壓力問題的關(guān)切與重視，導(dǎo)使其發(fā)揮應(yīng)有的工作態(tài)度與績效，乃是不容疏忽的重要課題。就實際業(yè)務(wù)工作而言，業(yè)務(wù)人員是否具備自我驅(qū)策力，將重大影響個人或組織的業(yè)務(wù)績效與目標(biāo)。對競爭日趨激烈的壽險業(yè)言，如何提高人員對組織的信任程度，進而有效傳達公司優(yōu)良產(chǎn)品及形象，實為業(yè)務(wù)主管的工作重

2、點。鑑因過去與角色壓力相關(guān)研究中，大部份研究較忽略角色壓力前因變項之探討，故本研究旨在針對角色壓力前因變項的實際內(nèi)涵作一探索外，也著重探討角色壓力與其工作態(tài)度（工作滿足、工作壓力）間的關(guān)係，及在人員自我工作努力的高低程度或?qū)M織信任的高低程度下，角色壓力對其工作態(tài)度間的影響情形。本文主要以臺北市24家壽險公司382位業(yè)務(wù)人員為實證對象，採用相關(guān)分析、迴歸分析與變異數(shù)分析作為實證分析的工具。實證結(jié)果顯示，回饋、組織正式化程度與業(yè)務(wù)人員知覺角色壓力程度呈負(fù)向關(guān)係，而角色定位清晰有助於提昇工作滿足與降低工作壓力。除此，在人員高度自我工作努力或?qū)M織存在高度信任程度下，將會有效抑制角色壓力與工作滿足間

3、負(fù)向的影響關(guān)係。The Relationship between Role Stress and Job Attitude among Salespeople of Life-Insurance Companies in Taipei with Effort and Trust as Moderator VariablesStudent：Yi-ting Huang Advisor：Jen-wei ChengGraduate Institute of Management ScienceMing Chuan UniversityAbstract Salespeople often work in

4、 different role sets. Role conflict happens when focal persons role behaviors are difficult to fit role senders expectations. Role ambiguity occurs when individuals lack clear expectations about their role, methods for fulfilling the role, and consequences associated with role performance. Thus, its

5、 important to value the problem of role stress of salespeople for the business community. Moreover, salespeoples work-related effort would affect strongly individual or organizational performance. They are important tasks of how to increase the extent of organizational trust of salespeople, and prom

6、ote good production and image of the company for managers in the intensive competition of insurance companies. Most prior studies about role stress neglected antecedents of role stress, so a purpose of the study is to specify it. This study also intends to probe the correlation between role stress a

7、nd salespeople job attitude（job satisfaction and job stress） and by introducing work-related effort and trusting the organization as the mediator variables to clarify their true relationship. The subjects of this study are mainly the 382 salespeople of the 24 Life-Insurance Companies in Taipei. The

8、statistical methods are analysis of correlation, regression, and ANOVA. The result generally supports that feedback and formalization influence negatively perceived role stress. Furthermore, role clarification will promote job satisfaction and reduce job stress. Results also indicate the negative relationship between rol