銀行催收人員專業職能對工作績效影響之研究-以人格特質為干擾變數

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题名:	銀行催收人員專業職能對工作績效影響之研究-以人格特質為干擾變數 The Impact of Professional Competency on Job Performance for the Bank Debt Collector：Personal Traits as a Moderating Variable
作者:	蔡獻鋐
贡献者:	國際企業管理學系碩士在職專班
关键词:	專業職能人格特質工作績效銀行催收人員
日期:	2017
上传时间:	2017-03-29 14:13:46 (UTC+8)
摘要:	近年來，在歷經金融風暴、金融海嘯與雙卡風暴的衝擊後，國內銀行業者已陸續增加催收部門人員的編制，銀行催收人員主要工作即是藉由各種管道及方式，向債務人收回債權，因職位特殊事涉銀行內部專業知識及法律專業素養，故本研究欲探討具有哪些人格特質及專業職能的銀行催收人員，能有效率的清理逾放及收回呆帳，並對於催收工作績效能有較好的表現，進而能提升銀行整體的獲利。本研究主要在探討銀行催收人員的專業職能、人格特質與工作績效之間的關係，經由問卷的發放、回收與整理後，以結構方程模式進行研究方法資料分析，驗證構面間之關聯性，檢視專業職能及人格特質之各項構面對工作績效的影響，以期有助銀行業者選任催收人員時之參考。研究發現專業職能與人格特質對工作績效分別有顯著正向影響；而以人格特質為干擾變數時，專業職能加上人格特質一起後，正加強了對工作績效的正向影響，顯示人格特質對專業職能與工作績效間具有的干擾效果，惟正向的干擾效果程度不大。 In recent years, after experiencing the impacts of financial crisis, global financial crisis, and storm of default of credit card and cash card, banking industry operators have in-creased the staffing of collectors at Department of Collection one by one. The main du-ty of bank collectors is to use various channels and methods to collect debt from debtor. Because the position of collectors is unique and involves the internal pro-fessional knowledge of bank and legal professionalism, this study intends to investigate what personality traits and professional functions enable bank collectors to effectively clean-up non-performing loans and recover bad debts, achieve a better collection work performance, and further improve overall profit. This study mainly intends to investigate the relationship among professional functions, personality traits, and work performance. After distributing questionnaires and having them returned and arranged, this study used structural equation modeling as the research method to analyze data, verify the correlation among dimensions, and inspect the effect of various dimensions of profes-sional functions and personality traits on work performance. It is hoped that the research results can be provided as reference for banking industry operators to recruit and select collectors. This study found that professional function and personality traits both have a sig-nificantly positive effect on work performance. When personality traits were used as the moderating variable, professional functions and personality traits together strengthen the positive effect on work performance, suggesting that personality traits have a moderating effect on the relationship between professional functions and work performance. However, the positive intervening effect is not significant.
显示于类别:	[企業管理學系暨國際企業管理研究所] 博碩士論文

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