目標設定、主管對工作情緒與工作績效之影響

Abstract

業務人員所遭遇的有形或無形的工作壓力，往往造成情緒上的直接或間接壓力。文獻指出組織如果能夠增強業務人員正向情緒，有效降低其負向情緒，業務人員才會樂於執行其工作職能。這是在競爭激烈的環境下，業績提升的重要關鍵。組織應設計有效的激勵制度，針對業務人員進行，將可事先防範業務人員失去工作動力，協助他們在穩定的情緒管理下，愉快工作、達成高成長的績效目標，帶動整個業務團隊的士氣。 基於上述動機，本研究欲探討業績目標的設定是否會透過銷售人員的正向、負向情緒，進而影響其銷售業績。本研究擬以目前任職於L公司之業務人員做為研究對象，以問卷調查之方式進行研究，利用SPSS統計軟體進行資料分析，再以SEM相關分析及迴歸分析來探討變項間之相關性及是否有顯著性影響。分析之結果如下： 1. 影響L公司業務人員工作績效主要因素，是工作目標亦即業績目標。業績目標越高，業務人員工作績效越高。 2. 業務人員的負向情緒與業績目標之間有顯著相關；正向情緒與業績目標之間關聯性較小。 3. 工作績效表現好的業務人員，會呈現持續高績效表現。 4. 業務人員工作情緒與其所屬區域業務組別有相關。 5. 業務人員的工作情緒與實際業績結果之間並無相關。 6. 業務人員的所屬區域業務組別，與實際業績結果之間並沒有相關。

The sales person’s emotion will be influenced as they face the work pressure. Literatures indicate that if the organization can effectively enhance their positive emotion and lower their negative emotion, the sales person tends to work efficiently. It might be the key success for an organization in such a highly competitive society. That usually results in the design of a motivation system in an organization.

This paper investigates the relationship between the sales target seeting, working emotion and the work performance for the sales persons. In other words, to answer that question that whether the positive and negative emotions work as mediators between sales target setting and sales performance. This research uses a questionnaire to collect data from the sales persons of the L company. Regression and the SEM (Structural Equations Model) methods are employed for analysis. The results are as follows. 1. The major determinant of the work performance in the L company is the sales target. The higher the sales target is set, the better the performance will be. 2. The negative emotion is significantly related to sales target, while the correlation between positive emotion and sales target is unsignificat. 3. The sales persons continue to remain high performance if they already have good performance. 4. The working emotions of the sales persons can be predicted by the responsiblity areas they belong to. 5. The working emotions are not related to the actual performance.