理財專員情緒勞務、情緒耗竭與業績績效之研究

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/48454

Title:	理財專員情緒勞務、情緒耗竭與業績績效之研究 The Research on the Relation among Key Performance Indication, Emotional Labor, and Emotional Exhaustion of Financial Advisor
Authors:	范姜之秀
Contributors:	國際貿易學系
Keywords:	理財專員情緒勞務情緒耗竭業績績效 Financial Advisor Emotional Labor Emotional Exhaustion Performance
Date:	2020
Issue Date:	2020-08-20 10:26:19 (UTC+8)
Abstract:	在訊息萬變的經濟發展時代，掌握金融知識，不盲目、不盲從的理財來保障財富，委託專業的理財專員是一個趨勢，如何引導理財專員減少負面情緒，積極投入工作，提高業績績效，是多家金融產業共同關心議題。過去多數的研究是針對人格特質、獎勵制度對工作績效的影響，較少關注理財專員情緒與業績績效的關係。因此，本研究以銀行的理財專員為研究對象，探討情緒勞務、情緒耗竭與業績績效之影響作為研究動機。首先採取便利抽樣方式，以銀行產業的理財專員為對象，問卷回收203份，有效問卷共計200份，有效問卷率達98.5％。結果透過實證分析結論如下：1、理財專員情緒勞務與業績績效之間存在顯著正相關。2、理財專員的情緒耗竭與業績績效存在顯著負相關。3、理財專員表層演出對情緒耗竭存在顯著正相關；深層演出對情緒耗竭存在顯著負相關。此研究結果希望能提供台灣金融產業對於理財專員的情緒勞務、情緒耗竭對業績績效有顯著影響的管理意涵，也提供人力資源部選才適用的方向，適時關注理財專員的情緒，創造出更高績效。 In a rapidly changing information and economic development, master financial knowledge, non-blind financial management of sesecure, and entrust professional fi-nancial advisor are the trend issues for many financial industries concerned about. It is a common concern for many financial industries to guide financial advisors on reducing negative emotions and boosting the motivation of work. Financial advi-sors are the key of appropriate financial planning for the needs of different customer groups and performance improving. This study focused on evaluating the influence between the financial advisors' emotional labor, emotional exhaustion and the per-formance. The participants were mainly financial advisors in the banking industry, and a convenient sampling method was implemented. A total of 203 questionnaires were re-trieved, and there were 200 valid questionnaires. The results are as follows: 1.There is a significant positive effect between the emotional labor of financial advi-sors and perfor-mance. 2.The emotional exhaustion of financial advisors has a signif-icant negative effect with performance. 3.There is a significant positive effect be-tween the surface acting and emotional exhaustion;the deep acting has a significant negative effect with emotional ex-haustion. This study hopes to provide management implications for financial industries in Taiwan as well as directions of recruitment for the human resources department by un-derstanding the influence of the emotional labor and emotional exhaustion in time to cre-ate high performance.
Appears in Collections:	[Department of International Trade 7 Graduate Institute of International Trade ] Thesis

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