銷售人員訓練與績效關係之研究--以壽險服務業為例__臺灣人文及社會科學引文索引資料庫

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題名：	銷售人員訓練與績效關係之研究--以壽險服務業為例
書刊名：	亞太管理評論
作者：	楊濱燦
作者(外文)：	Yang, Bin Tasann
出版日期：	1998
卷期：	3:1
頁次：	頁73-81
主題關鍵詞：	訓練；績效；角色內行為；組織公民行為；Training；Performance；In-role behavior；Organizational citizenship behavior
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:0 點閱:40

　　　　　有效的訓練計劃不僅對銷售人員的生涯發展歷程有極大的幫助，亦可使其避免工作上一般常犯之錯誤，進而提升工作績效；本研究之主要目的便在探討壽險服務業銷售人員訓練與績效間之關係。而在績效構面之衡量上，除了傳統的角色內行為績效活動之外，本研究亦加入了以往研究所忽略的組織公民行為來衡量績效，以擴充績效構面之完整性。資料之蒐集係採問卷調查方式，有效回收 168 份銷售經理人與服務銷售人員之配對問卷；研究結果顯示，服務人員之角色內行為、利於組織之公民行為，及利於他人之公民行為，與訓練項目（內容、方式、地點、施訓者）問之關係具不同之組合型態，而對於管理實務及理論之相關研究上各有其意義。此外，於文後亦提出了研究限制與後續研究之方向。

以文找文

　　　　　An effective training program can make important contributions to the development of a salesperson job career. And it can make the salesperson avoid the common mistakes and increase performance. The main purpose of this present study was to explore the relationship between employee training and performance of the salespeople in the insurance industry. And besides the measurement of the traditional performance dimension, this study also measured the neglected dimension of performance-organizational citizenship behavior (OCB), to complement the previous studies. Data was collected by the questionnaires to survey the opinions of salesmanagers about the employees_performance behavors. And service-employees answered the questions about the companies training programs. And 168 matched data were collected. The research results indicated that the relationship between training and in-role behaviors, organizational citizenship behaviors were different. It is meaningful to the managerial implications and related reserch. And this study indicated the research limitation and the directions of future research.

以文找文

期刊論文
1.	Sujan, H.、Sujan, M.、Bettman, J. R.(1988)。Knowledge Structure Differences between More Effective and Less Effective Salespeople。Journal of Marketing Research，25，81-86。
2.	Lovelock, Christopher H.(1983)。Classifying service to gain strategic marketing insights。Journal of Marketing，47，9-20。
3.	Podsakoff, P. M.、Mackenzie, S. B.(1994)。Organizational citizenship behavior and sales unit effectiveness。Journal of Marketing Research，31，351-363。
4.	Christiansen, T.、Evans, K. R.、Schlacter, J. L.、Wolfe, W. G.(1996)。Training differences between services and goods firms: Impact on performance, satisfaction, and commitment。Journal of Professional Services Marketing，15(1)，47-68。
5.	Churchill, G. A.、Ford, N. M.、Hartley, S. W.、Walker, O. C.(1985)。The determinants of salesperson performance: A meta-analysis。Journal of Marketing Research，22(2)，103-118。
6.	MacKenzie, S. B.、Podsakoff, P. M.、Fetter, R.(1991)。Organizational citizenship behavior and objective productivity as determinants of managerial evaluations of salespersons' performance。Organizational Behavior and Human Decision Processes，50(1)，123-150。
7.	Jackson, D. W.、Keith, J. E.、Schlacter, J. L.(1983)。Evaluation of Selling Performance: A Study of Current Practices。Journal of Personal Selling & Sales Management，3，43-51。
8.	Ingram, T. N.、Schwepker, C. H.、Hutson, D.(1992)。Why Salespeople Fail。Industrial Marketing Management，21，225-230。
9.	Erffmeyer, R. C.、Russ, R.、Hair, J. F.(1991)。Needs Assessment and Evaluation in Sales-Training Programs。Journal of Personal Selling & Sales Management，11，17-30。
10.	Moorman, R. H.(1991)。The Relationship between Organizational Justice and Organizational Citizenship Behavior: Do Fairness Perceptions Influence Employee Citizenship?。Journal of Applied Psychology，76(6)，845-855。
11.	Morrison, E. W.(1994)。Role Definitions and Organizational Citizenship Behavior: The Importance of Employee's Perspective。Academy of Management Journal，37，1543-1567。
12.	Szymanski, D. M.、Churchill, G. A. Jr.(1990)。Client Evaluation Cues: A Comparison of Successful and Unsuccessful Salespeople。Journal of Marketing Research，27(2)，163-174。
13.	Weitz, Barton A.、Sujan, Harish、Sujan, Mita(1986)。Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness。Journal of Marketing，50(4)，174-191。
14.	Podsakoff, Philip M.、MacKenzie, Scott B.、Fetter, Richard(1993)。The impact of organizational citizenship behavior on evaluations of salesperson performance。Journal of Marketing，57(1)，70-80。
15.	Bateman, Thomas S.、Organ, Dennis W.(1983)。Job Satisfaction and the Good Soldier: The Relationship between Affect and Employee "Citizenship"。Academy of Management Journal，26(4)，587-595。
16.	Smith, C. Ann、Organ, Dennis W.、Near, Janet P.(1983)。Organizational citizenship behavior: Its nature and antecedents。Journal of Applied Psychology，68(4)，653-663。
17.	Tansky, J. W.(1993)。Justice and Organizational Citizenship Behavior: What Is the Relationship?。Employee Responsibilities & Rights Journal，6(3)，195-207。
18.	Katz, Daniel(1964)。The Motivational Basis of Organizational Behavior。Behavioral Science，9(2)，131-146。
19.	Schnake, Mel、Dumler, Michael P.、Cochran, Daniel S.(1993)。The relationship between "traditional" leadership, "super" leadership, and organizational citizenship behavior。Group & Organization Management，18(3)，352-365。
20.	Shore, Lynn McFarlane、Wayne, Sandy J.(1993)。Commitment and Employee Behavior: Comparison of Affective Commitment and Continuance Commitment with Perceived Organizational Support。Journal of Applied Psychology，78(5)，774-780。
21.	Organ, Dennis W.(1977)。A reappraisal and reinterpretation of the satisfaction-causes-performance hypothesis。Academy of Management Review，2(1)，46-53。
22.	Organ, Dennis W.、Konovsky, Mary A.(1989)。Cognitive Versus Affective Determinants of Organizational Citizenship Behavior。Journal of Applied Psychology，74(1)，157-164。
23.	Podsakoff, P. M.、MacKenzie, S. B.、Paine, J. B.、Bommer, W. H.(1996)。Transformational Leader Behaviors and Substitutes for Leadership As Determinants of Employee Satisfaction Commitment, Trust, and Organizational Citizenship Behavior。Journal of Management，22(2)，259-298。
24.	Settoon, Randall P.、Bennett, Nathan、Liden, Robert C.(1996)。Social exchange in organizations: Perceived organizational support, leader-member exchange, and employee reciprocity。Journal of Applied Psychology，81(3)，219-227。
25.	Wayne, Sandy J.、Shore, Lynn M.、Liden, Robert C.(1997)。Perceived Organizational Support and Leader-Member Exchange: A Social Exchange Perspective。Academy of Management Journal，40(1)，82-111。

研究報告
1.	Park, O. S.、Sims, H. P.(1989)。Beyond Cognition in Leadership: Prosocial Behavior and Affect in Managerial Judgment。Seoul National University：Pennsylvania State University。

圖書
1.	Anderson, R.、Hair, J. F.、Bush, A.(1988)。Professional Sales Management。New York：McGraw-Hill。
2.	(19970605)。天下雜誌，一千大特刊。延伸查詢
3.	De Cenzo, D. A.、Robbins, S. P.(1996)。Human Resource Management。New York：John Wiley & Sons, Inc.。
4.	Stanton, W. J.、Etzel, M. J.、Walker, B. J.(1991)。Fundamentals of Marketing。New York：McGraw-Hill。
5.	Katz, Daniel、Kahn, Robert L. Jr.(1966)。The Social Psychology of Organizations。John Wiley & Sons, Inc.。
6.	Organ, Dennis W.(1988)。Organizational Citizenship Behavior: The Good Soldier Syndrome。Lexington Press。

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