情緒管理對保險業務員工作表現之影響：以創新行為作為中介變項之研究

Abstract

本研究欲探討情緒管理對保險業務員工作表現之影響，並探討創新行為在情緒管理對保險業務員工作表現之影響的中介效果。研究工具包含「情緒管理量表」、「創新行為量表」、「自編保險業務員工作表現量表」等三種量表。本研究採便利抽樣對保險業務員總共發放223份有效問卷，其中男性有72人、女性有151人。研究結果如下：1.情緒管理與工作表現有正向關聯，情緒管理能正向預測工作表現、2.創新行為與工作表現有正向關聯，創新行為能正向預測工作表現、3.情緒管理與創新行為有正向關聯，情緒管理能正向預測創新行為、4.創新行為在情緒管理對工作表現之影響具有完全中介效果。根據以上結果，本研究進行相關討論，並對情緒管理、工作表現、創新行為、未來後續研究提出具體建議：1.依據個人背景變項分成不同組別進行分析，探討情緒管理與創新行為及工作表現的關係、2.在簡單中介模型中納入其他調節變項進行分析探討、3.納入其他變項進行序列中介分析。This study aims to explore the impact of emotional management on the job performance of insurance agents and to investigate the mediating effect of innovative behavior on the relationship between emotional management and job performance. The research tools include the"Emotional Management Scale," the "Innovative Behavior Scale," and a self-compiled "Insurance Agent Job Performance Scale." This study used convenience sampling to distribute a total of 223 valid questionnaires to insurance agents, with 72 males and 151 females.The research results are as follows: 1. Emotional management is positively correlated with job performance; emotional management can positively predict job performance. 2. Innovative behavior is positively correlated with job performance;innovative behavior can positively predict job performance. 3. Emotional management is positively correlated with innovative behavior; emotional management can positively predict innovative behavior. 4. Innovative behavior fully mediates the effect of emotional management on job performance.Based on the above results, this study discusses the findings and provides specific suggestions for emotional management, job performance, innovative behavior, and future research: 1. Conduct analysis by dividing groups based on individual background variables to explore the relationship between emotional management, innovative behavior, and job performance. 2. Incorporate other moderating variables into the simple mediation model for further analysis. 3. Include other variables for sequential mediation analysis.