English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  Items with full text/Total items : 113656/144643 (79%)
Visitors : 51714419      Online Users : 627
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/30849


    Title: 激勵制度及人員背景對消費金融業務人員績效影響之探討-以某大型銀行為例
    An Analysis of the influence of the incentive programs on the organizational performance – A Case study of a large-scale bank
    Authors: 吳郁芃
    Wu, Yu Peng
    Contributors: 尚孝純
    吳郁芃
    Wu, Yu Peng
    Keywords: 激勵制度
    銀行
    消費金融
    業務人員
    incentive program
    bank
    consumer banking
    salesperson
    Date: 2007
    Issue Date: 2009-09-14
    Abstract: 本研究旨在探討銀行消費金融業務績效獎勵制度中,升遷制度及獎金制度對於業務人員績效表現的影響,同時探討業務人員個人背景對於績效表現的差異性。研究方法以個案分析法,藉由個案銀行業務人員實際的業績資料分析,深入了解各項激勵制度的設計對於業務人員績效表現的影響,以及各類不同背景的人員在績效表現上的差異。本研究的主要發現如下:

    1.藉由升遷制度的設計,可以有效激勵業務人員發揮更高的工作績效。

    2.獎金制度的設計,對於業務人員績效表現的影響:
    (1)調降獎勵門檻,對於激勵業務人員績效提升的效果不佳;而縮減獎勵總額,獎金的激勵效果降低,業務人員的績效表現變差。
    (2)利用定額目標獎勵的方式,讓業務人員容易感受到領取獎金的價值,激勵業績達成的效果明顯。
    (3)獎金率調降,業務人員認為投入-產出比率與過去不相等產生失望,績效表現下滑;給付頻率較長的遞延性獎金,無法有效提升業務人員的業績產出。
    (4)手續費收入獎金的設計,可以增加業務人員向客戶爭取洽收手續費的誘因,以爭取獎金。

    3.不同個人背景在績效表現上的差異:(1)男性業務人員的平均業績達成高於女性業務人員,(2)年齡在26至30歲的業務人員業績達成表現較佳,(3)未婚業務人員業績表現優於已婚的業務人員,(4)學歷愈高在業績的表現上有愈好的趨勢,(5)無工作經驗及曾任職銀行的業務人員業績表現較佳,二度就業的業務人員則相對表現較差。
    The primary purpose of this study is to explore how the work performance of consumer banking sales is affected by promotion programs, bonus programs, personal background and work experiences. A case study approach is applied to study the work performance of salespersons in a large-scale bank. The empirical results of this study are stated as follows:

    1.Promotion programs can motivate salespersons to create higher performance.

    2.Details of the influence of bonus programs includes: (1) lowering the threshold of paying bonus can hardly motivate salespersons to improve outputs. Reducing the amount of incentive can deteriorate the capacity of a salesperson, (2) the fixed amount of bonus for certain target makes salespersons feel the value of incentive easily, so that they can reach a higher level of performance, (3) the decline in bonus rate can reduce the performance of salespersons because of unequal input-output ratio. On the other hand, deferred payments of bonus can not motivate salespersons to increase outputs. (4) Fee income bonus can boost incentives for salespersons to charge more fees for customers.

    3.The salesperson’s performance can be affected by personal background: (1) performance of male salespersons is superior to that of female ones, (2) the 26 to 30 year old salespersons reach higher level of performance, (3) unmarried salespersons perform better than married ones, (4) salespersons with higher education degrees tent to deliver higher performance, (5) salespersons without work experiences and the ones who have served in other banks perform better. However, salesperson of re-employment perform relatively poor.
    書名頁…………………………………………………………………I
    碩士學位考試委員會審定書…………………………………………II
    授權書…………………………………………………………………III
    誌謝……………………………………………………………………IV
    中文摘要………………………………………………………………V
    英文摘要………………………………………………………………VI
    目錄……………………………………………………………………VII
    表目錄…………………………………………………………………IX
    圖目錄…………………………………………………………………XI

    第一章 緒論…………………………………………………………1
    第一節 研究背景及動機……………………………………………1
    第二節 探討主題……………………………………………………3
    第三節 研究目的……………………………………………………4

    第二章 文獻探討……………………………………………………5
    第一節 消費金融業務………………………………………………5
    第二節 激勵理論及員工激勵制度…………………………………8
    第三節 績效表現及績效評估………………………………………21
    第四節 影響業務人員績效相關研究………………………………24
    第五節 消費金融業務人員績效評量指標及獎勵制度設計………29

    第三章 研究方法……………………………………………………36
    第一節 研究架構……………………………………………………36
    第二節 研究方法-個案分析法……………………………………37
    第三節 資料收集方法及變數定義…………………………………38
    第四節 研究假設……………………………………………………39

    第四章 實證分析與結果……………………………………………41
    第一節 個案背景……………………………………………………41
    第二節 基本資料分析………………………………………………45
    第三節 個案分析與結果……………………………………………47

    第五章 研究發現與建議……………………………………………75
    第一節 研究發現與解釋……………………………………………75
    第二節 研究建議……………………………………………………84

    第六章 結論…………………………………………………………92
    第一節 研究限制……………………………………………………92
    第二節 研究結論與貢獻……………………………………………92

    參考文獻………………………………………………………………94
    中文文獻………………………………………………………………94
    英文文獻………………………………………………………………96
    Reference: 一、中文部份
    日比宗平(1989),部門績效評估實務,台北:臺華工商圖書出版公司。
    余慶華(2001),消費金融從業人員之工作投入、工作滿足、薪酬福利與工作績效之相關研究—以高雄地區銀行為例,碩士論文,中山大學人力資源管理研究所。
    李紀珠(2002),開放民營銀行設立之經驗與啟示—台灣案例--民營銀行面對的競爭,國家政策研究基金會。
    汪海清、黃景泰、謝維國、楊培宏、王南豪(2000),消費貸款實務,台北:金融研訓中心。
    林佩璇(2000),質的研究方法:個案研究及其在教育研究上的應用,中正大學教育學研究所,高雄:麗文文化。
    林燕萍(1993),直銷商獎勵制度之激勵效果分析,碩士論文,國立台灣大學商學研究所。
    邱明真(2004),金融理財專員之核心能力、人格特質與工作績效之相關研究─以C銀行為例,碩士論文,中央大學人力資源管理研究所碩士在職專班。
    張火燦(1998),策略性人力資源管理,台北:揚智出版社。
    張志峰(1997),壽險業務人員個人特質及其主管領導對其激勵認知之影響,碩士論文,國立台灣工業技術學院。
    曹采華(2002),員工特徵對工作滿意、組織承諾、組織公民行為、工作績效的影響-以派遣人員為例,碩士論文,中央大學人力資源管理研究所。
    許士軍(1990),管理學,台北:東華書局。
    許雅棣(2001),主管領導型態、員工人格特質、組織激勵制度與員工工作績效之相關性--以保險業務員為例,碩士論文,東華大學企管系。
    陳明裕(2001),薪獎制度與管理實務,台北:華泰書局。
    曾憲章(2000),台灣產險公司薪資制度與業務人員激勵制度之探討,碩士論文,逢甲大學保險學系。
    黃世勳(2005),激勵制度與工作績效認知關聯性之研究-以壽險業務員工為例,碩士論文,元智大學管理研究所。
    黃建森、張捷昌(1995),金融管理,台北:華泰書局。
    劉秋敏(2005),理財專員績效評估探討,碩士論文,中原大學國際貿易研究所。
    潘明燦(1991),業務員激勵制度的激勵效果分析及其受個人特質及組織經驗的影響,碩士論文,台灣大學商學研究所。
    蔡宏銘(2000),台灣地區網路服務業的績效評估與薪酬制度之研究,碩士論文,朝陽大學工業工程與管理系碩士班。
    鄭如玲(2005),理財專員業務績效影響因素之研究-以C銀行為例,碩士論文,實踐大學企業管理研究所。
    鄭素鈴(2000),文化特徵、獎酬制度及其成效關係之研究─以台灣地區美商、日商、台商企業行銷部門為例,碩士論文,淡江大學會計系。
    賴信榮(1996),員工激勵誘因,產業金融季刊第92期。
    顧慧貞(1996),獎酬制度框架方式及自我選擇對績效之影響,碩士論文,台灣大學會計系。
    二、英文部份
    Abrantt, R., & Smyth, M. R.(1989), A Survey of Sales Incentive Programs, Industrial Marketing Management, 18
    Adams, J. S.(1963), Toward an Understanding of Inequity, Journal of Abnormal and Social Psychology, pp. 422-436.
    Bears, P. R.(1997), Consumer Lending 3rd ed. American Bankers Association
    Borman, W. C., & Motowidlo, S. J.(1993), Expanding the Criterion Domain to Include Elements of Context Performance, Personnel Selection in Organization, pp.71-98
    Churchill, G. A., Ford N. M., & Walker O.C.(1979), Personal Characteristics of Salespeople and the Attractiveness of Alternative Rewards, Journal of Business Research, 7, pp.25-50
    Davis, K.(1972), Human Behavior at Work:Organizational Behavior, New York:McGraw-Hill, pp.28-48
    Dessler, G.(1994), Human Resource Management, New Jersey:Prentice Hall Co.,
    Doyle, S. X., & Shapiro, B.P.(1980), What Counts Most in Motivation Your Sales Force?, Harvard Business Review, May/Jun, pp.133-140
    Gellerman, S.(1963), Motivation and Productivity, 3rd ed., New York:American Management Association
    Greenberg, J., & Liebman M.(1990), Incentives:The Missing in Strategic Performance, The Journal of Business Strategy, July/August, pp.8-11
    Herzberg, F.(1966), Work and Nature of Man, the World Publishing Co., pp.12-31, 56, 72-74
    Herzberg, F., Mausner, B., & Snyderman B.(1959), The Motivation to Work, New York:John Willey & Sons Inc., pp.72-74
    Ingram, T. N., & Bellemger D. N.(1983), Personal and Organizational Variables:Their Relative Effect on Reward Valences of Industrial Salespeople, Journal of Marketing Research, 20, May, pp.186-205
    Ivancevich, J. M., & Matteson, M. T.(2002), Organizational Behavior and Management, New York:McGraw-Hill
    Johnston, M., Boles, J., & Hair, J.(1987), Motivation and Supervision of the Sales Force, Working Paper No.87-3, Department of Marketing, Louisana State University, Jan.
    Kelly, J.(1974), Organizational Behavior, 2nd ed., Homewood Ⅲ:Richard D, Irwin, pp.279.
    Locke, E. A.(1968), The Relationship of Intentions to level of Performance, Journal of Applied Psychology, 50, pp.60-66
    Locke, E. A.(1968), Toward a Theory of Task Motivation and Incentives, Organizational Behavior and Human Performance, May, pp.157-189
    Locke, E. A., & Feren D.B.(1980), the Relative Effectiveness of Four Methods of Motivating Employee Performance, Change in Working Life, London: Wiley.
    Maslow, A. H.(1954), Motivation and Personality, New York:Harper & Row Publishers
    Miller, M. L.(1979), Motivating the Sales Force, The Conference Board Information Bulletin, 64, pp.20.
    Mohrman, Jr., A., Resnick-West, S., & Lawler III, E,(1989), Designing Performance Appraisal Systems. San Francisco:Jossey-Bass
    Pearson, A. B.(1991), An Assessment of Extrinsic Feedback on Participation, Role Perceptions, Motivation, and Job Satisfaction in a Self-managed System for Monitoring Group Achievement, Human Relations, 44, 5, pp. 517-537
    Penzer, W. N.(1973), Productivity and Motivation Through Job Engineering, New York:AMA, Inc.
    Porter, L.W., & Lawler E.E.(1968), Managerial Attitudes and Performance, Homewood Ⅲ:Richard D. Irwin, pp.163-165
    Pritchard, R. D., & Sanders, M. S.(1973), the Influence of Valence, Instrumentality, and Expectancy on Effort and Performance, Journal of Applied Psychology, 57, pp.55-60
    Rakich(1992), Managing Health Services Organizations. Baltimore:Health Professions Press, pp.499.
    Robbins, S. P.(1992), Management, 4th ed, Englewood Cliffs, New Jersey:Prentice Hall Inc.
    Robbins, S. P.(1998), Organizational Behavior, 8th ed, New Jersey:Prentice-Hall, Inc
    Schemerborn, J.R., Hunt, J.G., & Osborn, R.N.(1999), Organizational Behavior, 4th ed, WILEY.
    Schmitt, N.(1993), Personnel Selection in Organizational Adjustment of Business Expatriates, Career Development International, 4, 2, pp.77-87
    Stake, R. E.(1995), the Art of Case Study Research, Thousand Oaks, CA:Sage.
    Steers R. M., & Porter L. W.(1991), Motivation and Work Behavior, 5th ed, Singapore:McGraw-Hill.
    Stoner, J. A. F., Freeman, R. E., & Gilbert, D. R., Jr(1995), Management, 6th ed, Englewood Cliffs, New Jersey:Prentice-Hall, Inc., pp.442-443
    Urbanski, A.(1986), Incentives Get Specific, Sales and Marketing Management, September, pp.98-102
    Vroom, V.(1964), Work and Motivation, New York:John Wiley & Sons, pp.99-190
    Waldrop, H. A.(1987), the Rewards of Non-cash Incentives, Sales and Marketing Management, April, pp.110-112
    Yin, R. K.(1994), Case Study Research:Design and Methods, 2nd ed, Thousand Oaks, CA:Sage.
    Description: 碩士
    國立政治大學
    管理碩士學程(AMBA)
    95932305
    96
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0095932305
    Data Type: thesis
    Appears in Collections:[管理碩士學程/商管專業學院碩士學位學程 AMBA] 學位論文

    Files in This Item:

    File SizeFormat
    index.html0KbHTML2547View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback