隨著政治民主化、社會多元化，以及快速複雜變動的社會環境，民眾期待郵政服務品質的提高更加殷切且日趨嚴格。凡此，郵政人員在執行業務時，面對外在激烈競爭，以及回應民眾服務需求上，形成極大工作壓力。如何解決員工面對壓力時仍保有高昂的工作士氣，落實並達成所賦予的各項工作績效實為台灣郵政所面對的重要課題。本研究旨在探討郵政人員之工作壓力、工作士氣與工作績效關係，並將研究結果提出具體建議供管理階層及相關單位參考。 本研究以台灣郵政股份有限公司宜蘭責任中心局所轄郵政人員共442人為研究對象，進行問卷調查，總計回收有效問卷360份，回收率81.4%。經由統計分析結果發現： 一、 郵政員工的個人特質，如:性別、年齡、工作部門、服務年資等對工作壓力、工作士氣及工作績效各研究變項間有顯著差異。 二、 個人特質方面，婚姻及學歷對各研究變項無顯著差異。 根據本研究結果做以下建議： 一、正視工作壓力問題，提高工作士氣 二、運用人力資源管理，以發展員工能力 三、加強溝通，建立夥伴關係，提昇工作績效 四、重視基層人力價值，提昇競爭優勢 關鍵字:工作壓力、工作士氣、工作績效

本文透過文獻回顧與問卷調查的方式，探討銀行理財顧問對壽險商品之銷售行為和工作投入程度。在研究方法上，以台北、桃園地區銀行之理財顧問為研究對象，共發放300份問卷，有效回收樣本203份，利用敘述統計分析、T檢定、單因子變異數分析、因素分析、信度分析與Pearson相關分析來檢驗本文六項假設，結果發現：（一）不同個人變項對顧客導向有部份顯著的差異，其中，學歷較高、年齡較小與理財顧問年資較短者，顧客導向程度較高；（二）婚姻對工作績效有顯著的差異，未婚者工作績效高於已婚者；（三）顧客導向與工作績效呈正向相關；（四）工作投入之關係投入構面與工作績效之業務績效構面與呈現顯著正相關；（五）顧客導向之符合需求構面與工作投入之關係投入構面呈現顯著正相關。

本研究以個案公司基層及中階幹部為研究對象，藉由自行發展之符合個案公司文化價值之「領導與管理行為量表」為研究工具，進一步驗證個案公司管理幹部「領導才能」與「工作績效」之關係。 本研究採用立意抽樣法回收有效問卷180份，其中包含：中階：48人（27%）、基層：132人（73%），回收樣本比例符合母體組成比例：中階：219人（26%）、基層：612人（74%）。經量表信、效度分析，結果顯示各分量表內部一致性係數（信度）介於0.74-0.82之間，總量表內部一致性係數（信度）則高達0.96，而效標關聯效度則介於0.32-0.42之間。 最後經由迴歸分析結果顯示：個案公司領導才能對工作績效有顯著正向影響。本研究將有助於個案公司藉由領導力養成，持續強化其組織競爭力。 / The purpose of this study is to develop a behavior scale of leadership and management which fits with the core values of the case company as a tool then try to investigate the relationship of managerial competency and job performance in the managers of entry and middle level of the case company. Based on the method of purposive sampling, the total numbers of valid samples are 180 which include 48 (27%) of middle managers and 132 (73%) of entry level managers. The sample fits with the population which is consisted by 219 (26%) of middle managers and 612 (74%) of entry level managers. After the scale reliability and validity analysis, we found that the Cronbach’s alpha of the subscales are 0.74 – 0.82, of the whole scale is 0.96 and the criterion-related validity is between 0.32 – 0.42 among the subscales. In the final, the regression analysis shows that managerial competency has a significant positive effect on managerial performance. This study would provide the case company with significant insights in strengthen the competitiveness by the leadership development.

金融服務業為現今經濟體系具有重要角色。有鑑於，加入世貿組織World Trade Organization（WTO）後必須履行去除市場壁壘之承諾，台灣金融業所面臨的眾競爭者，早已不受限於本土市場金融參與者，而是將直接面對國際大型金融機構之競爭壓力，形勢愈加險峻。 台灣租賃業同屬於金融服務業範疇之一，但受限於本身發展條件及環境不足，加上大陸挾廣大市場之磁吸效應下，企業紛紛外移，使得租賃業者早已面臨原客戶流失或服務規模減縮之窘境。租賃業，在未來能在授信品質、風險管理奠定良好的基石，提升人員素質更形重要與關鍵。 中租迪和股份有限公司為國內租賃業之龍頭，其業務人員之業績目標普遍高於同業，且對於工作績效表現優良的員工提供高額報酬。本論文將以中租迪和股份有限公司業務人員年度績效考核數據以實證模型的方式，來研究影響業務人員工作績效達成的因素。本論文發現，該公司業務人員在績效表現上，除了個人變項之影響外，另外更發現，業務人員接受績效考核當年度的經濟景氣狀況也是影響績效的因素之一。 現今的學術研究上，對於金融業業務人員工作績效之研究甚多，但針對於租賃業之研究則少，因此，本論文在學術上尚有研究之價值外，更可供中租迪和股份有限公司於招募時可選出適當的業務從業人員。

本研究旨在探討臺北市政府警察局派出所所長工作壓力與工作績效現況及關聯 性，俾提供制定政策、管理及警察人員之參考。問卷調查係採全面實施問卷調查方式，以臺北市政府警察局所屬現職94位派出所所長為樣本，計發放94份問卷，取得有效問卷94份，回收率100%；另以母體樣本中篩選出擔任3任(含)派出所所長職務以上，從中隨機抽取7位派出所所長實施深度訪談。 經研究後發現，臺北市政府警察局派出所所長的工作壓力來源依序為組織內部、組織外部、個人因素、工作本身，整體工作壓力量表平均為3.46，有偏高現象；工作績效依序為工作效率、工作品質、工作效能，整體工作績效平均為3.64，大多數派出所所長自認為工作績效表現優異，與臺北市政府警察局102年12月委託民調有關臺北市市民對治安滿意度結果大致相同。又派出所所長工作壓力與工作績效之間具有相當之關聯性。 本研究係首次針對臺北市政府警察局派出所所長所做的工作壓力與工作績效之相關研究，研究結果可作為相關警政主管機關擬定政策、擔任派出所所長基層幹部及後續研究之參考。 關鍵字：派出所所長、工作壓力、工作績效 / The purpose of this research is to investigate police officers in Taipei City Police Department about their job stress,work performance and its correlations in order to provide policy development, management and police personnel reference. The investigation is implemented by questionnaire to the ninety four (94) police stations under Taipei City Police Department, the valid questionnaire is ninety four (94) and in 100% recovery rate. From the sampling, it also screened seven (7) station chiefs who have been served on the station chief’s position more than three (3) stations for further interview. The study shows the station chiefs in Taipei City Police Department have working stress from the order of the internal organization, external organization, personal factors and the work itself, the overall job stress scale is 3.46 which is relatively high. The priority of their work performance is job effectiveness, job efficacy and job quality, the overall scale is 3.64. Most of the station chiefs are satisfied with their excellent performances which has the similar result of the public opinion about the satisfaction security from Taipei city resistant in Dec., 2013. It also indicates that the job stress and the work performance have strong connection with each to the station chiefs. It also indicates the job stress and work performance have strong related connection between two of them to the station chiefs. The study is the first research of the job stress and work performance for the station chiefs under Taipei City Police Department, the result can be used as the reference for the policy formulating, the police who is in charge of the police station and its subsequent research. Keywords: station chiefs, job stress, work performance

在競爭激烈的金融環境下，財富管理已成為銀行重要業務，然而金融商品同質性高，產品與價格差異相當有限，為使財富管理業務者力求表現，除銀行妥適的激勵措施之外，另方面當推理財專員的個人特質，因此，組織的激勵措施，以及理財專員之人格特質，對於工作績效具有何種影響力，此議題值得深究討。 本研究以立意抽樣，採質化半結構式深度訪談方式，訪談F銀行的理財專員10人，旨在探討理財專員人格特質、組織激勵作用對工作績效之影響。 本研究結果，敘述如下： 1.績效考核、主管印象作祟：獎勵的分配未能基於公平及透明化的原則，此種作法，有損於激勵作用之發揮。 2.專業熟練、良好業績之本：業務熟練程度有其重要性，因此銀行理財工作的年資越久，能為公司創造的績效也愈高。 3.積極任事、理財工作首要：理財專員本身個人積極任事，高度工作意願等，對工作績效有明顯影響。 4.主管關懷、影響業績甚巨：主管平日對理財專員要多加關心，主管對理財業務支持程度對工作績效有正面影響。 5.勤勉謹慎、導致高度業績：人格特質中屬於「勤勉審慎、成就動機」類型的理財人員，其工作績效越好。 6.社交長才、依舊有益理財：人際關係圓融，依舊有助於理財工作，人格特質屬於高度「外向社交」的理財人員，其工作績效越好。 7.獎勵措施、講求現世利益：在諸多的激勵措施中，理財專員認為金錢獎勵最具效用，其次是考核及升遷。 另方面，藉由私誼的人際互動，並無助於理財；再者無心理財，導致對獎勵措施無感者，以及覺得上司考核不公者，則有礙工作績效之提升。 根據研究結果，本研究提出以下建議： 主管對員工的工作績效考核，宜多元、公平考慮；在選任理財專員時，應慎選有工作意願者；獎勵措施要得到受獎勵者認同，並講求考核的公平性；單位主管宜多關心員工，此舉有助工作績效提高；理財專員配置，應注重人格特質中「勤勉審慎性」及「外向性」；建立有效的激勵制度，吸引有心員工進入；績效的評估，務必公平。 / Under the financial environment of intense competition, wealth management has become an important business of the bank. However, the financial products are highly homogenous, so the difference of the products and prices are quite limited. To make the wealth management personnel get better performance, the bank should pay attention to the personality trait of the financial consultants besides appropriate incentives. Therefore, it deserves deeply exploration about what influence the incentives adopted by the bank and the personality traits of the financial consultants will bring to the work performance. Taking purposive sampling and qualitative semi-structured in-depth interview, this study interviewed 10 financial consultants from Bank F, with the aim to explore the influence of their personality traits and incentive effect on the work performance. The results of this study are illustrated as below: 1. Performance appraisal is affected by the impression of the supervisor: The bonus distribution is not based on the fair and public principle. It is unfavorable to the incentive effect. 2. Profession and experience are the key to good performance: The business experience is important, so the longer the financial consultant works, the higher performance he could create for the corporation. 3. Initiative is the primary requirement for wealth management: The initiative and high work willingness of the financial consultants show significant influence on the work performance. 4. The supervisor’s care shows great influence on the work performance: The supervisor should care for the financial consultants more, and their support to the wealth management business shows positive influence on the work performance. 5. Diligence and prudence will result in high performance: The financial consultants with personality traits of “diligence, prudence and achievement motivation” will get better work performance. 6. Excellent interpersonal ability is also helpful to wealth management: Good interpersonal relationship is helpful to the wealth management. Therefore, the financial consultants with personality traits of “extroversion and social ability” will get better work performance. 7. The incentives are inclined to material benefits: Among various incentives, the financial consultants think the monetary rewards are the most effective, followed by evaluation and promotion. On the other hand, the private interpersonal interaction is not helpful to the wealth management. Moreover, those who don’t concentrate on the wealth management, or don’t care the incentives, or think the evaluation of the supervisor is unfair, are unfavorable to improve the work performance improvement. Based on the study results, this study proposes the following suggestions: The work performance evaluation conducted by the supervisor should be diverse and fair. When recruiting the financial consultants, the supervisor should choose those with work willingness. The incentives should be recognized by the awardees, and the evaluation should be fair. The unit supervisor should care for the staff more, which will be helpful to the work performance improvement. As for the allocation of financial consultants, it should pay attention to “diligence and prudence” and “extroversion” of the personality traits. Moreover, it should establish effective incentive system to attract those who are willing to be engaged in this work. It also should conduct fair performance evaluation.

員工離職是人力資源管理上常遭遇的問題之一。一般而言，員工離職可說是員工對所 屬組織的一種否定。雖說適度的人事流動率會為企業組織帶來新的氣息，促進新陳代 謝，使組織避免老化而趨於無效率，但流動率過高則會對企業產生重大損失，因此離 職問題實為現代企業經理人和學術研究者不得不注意的課題。 而大部份早期的工作滿足研究都認為工作滿足與否，與組織的工作績效有關，為保持 適當的人事流動率，和避免組織的損失，須適度的激勵高績效的員工使其願意留在組 織內為組織效命，如此才能運用有限的資源，創造最大的效果，而達成企業的目標。 由於離職傾向是離職行為很重要的一個預測變數，為方便研究的探討，因此本研究主 要以離職傾向為主要的依變數，探討工作滿足和工作績效間的關係，工作滿足、工作 績效和離職傾向間的關係，並延續前人的研究個人屬性，加入工作特性、領導行為， 探討與工作滿足、工作績效的關係。 本研究方法為問卷調查法，抽取一百多家公司為樣本。測量工具如下：ぇ領導行為： 以「督導行為描述問卷」來衡量。え工作特性：根據「工作診斷量表」來衡量。ぉ工 作滿足：以工作描述量表來衡量。お工作績效：以上年度年終績效為主。か離職傾向 ：以問卷題目詢問其離職意願。 全文共分為五章，第一章為緒論；第二章為文獻探討；第三章為研究程序；第四章為 研究結果；第五章為結論。

內政乃國家政治之基石，而警政更是內政的重心，基於警察機關有任務基層化之特性與職位結構關係，員警處於政府與民眾接觸的最基層，而刑事警察職司政府執行治安工作之第一線，從事犯罪偵查工作人員更肩負各地區治安良窳，其服務態度、工作績效攸關政府治安政策推行與落實的成敗。本研究嘗試藉由從影響刑事警察人員工作滿意因素之探討與分析出發，逐步建立起刑事警察人員工作滿意衡量之重點、變項、因素及整體衡量架構。透過此一架構的建立，作為衡量刑事警察人員工作滿意及績效之基礎，並針對工作滿意與績效進行問卷調查。 本研究主要目的有三：（一）探討影響刑事警察局人員工作滿意之內涵。（二）分析研究不同人口變項的刑事警察局人員在工作滿意、工作績效之差異及關聯性。（三）對現行警察機關績效評比制度運作缺失檢討。（四）提高刑事警察機關工作滿意度之建議。 本研究採用之研究方法為「問卷調查法」及「深度訪談法」。在量化研究方面，以刑事警察局所屬人員（含刑事警察局人員及未具警察官任用資格之一般行政及技術人員）二分之一進行問卷抽樣調查，計發放438份問卷，回收有效問卷391份，資料回收後透過平均數、標準差、因素分析、信度分析、獨立樣本t檢定及單因子變異數分析等方法進行資料分析。在質性研究方面，以刑事警察業務、犯罪偵查人員各2人、爆炸物處理、刑事鑑識及其他業務人員各1人，合計7人，進行深度訪談分析與比較。 本研究以「機關行為」、「個人行為」等二個因素來建構工作滿意，並探討刑事警察局人員整體工作滿意與績效之關聯性。由研究結果發現：（一）在工作滿意各面向與工作績效二變項間的相關係數均達顯著水準，表示各面向與工作績效間有顯著相關，且均為低、中等以上相關；另工作壓力相關係數值為負向外，其餘各面向相關係數值均是正向，亦即主管領導、薪資福利愈好、社會支持愈高、個人人格特質愈積極與工作壓力愈少者，則其工作績效也會愈高；（二）整體工作滿意情形與工作績效二變項間的相關係數達顯著水準，表示整體工作滿意情形與工作績效之間呈現中、高等相關，且因相關係數值是正向，所以整體工作滿意愈高，其工作績效也會愈高。 綜上，本論文依研究目的、文獻探討、問卷調查及深度訪談所得資料，以「機關行為」、「個人行為」等面向來建構工作滿意，並探討刑事警察局人員整體工作滿意與績效之關聯性，考量刑事警察組織沿革及目前體制之困境，提出具體可行之警察政策建議，以及提供後續研究者的參考。 / The internal affairs of a nation are cornerstone of its politics. In particular, the police administration is the central piece of the internal affairs. Due to the characteristic of the police organization that its tasks are community-oriented and the hierarchy within the organization, a policeman is playing the most fundamental role as the contact point between the government and the citizens. In contrast, the criminal police are at the front line as the government carries out its policy on the public security. Moreover, the safety of a local community strongly depends on the police force who is in charge of the crime investigation. Therefore, the service attitude of the criminal police and its efficiency at solving crimes would be the key factors in deciding whether the public security policy of a government can succeed or not. In this research, we start our study by analyzing the causes of affecting the job satisfaction of the criminal police. We then attempt to develop a rating system to determine the job satisfaction of criminal police. To achieve this, we introduce the key elements, the variables and the factors of such a rating system and its overall structure. By establishing such a structure, we lay down the foundation for criminal police to rate their job satisfaction and performance. The rating would be carried out in the form of the questionnaire survey. There are four major goals in our research. First, we would like to have a deeper understanding on the deciding factors of the job satisfaction level at the Criminal Police Bureau. Second, we analyze the difference and the correlation on the job satisfaction and performance among the staff at the Criminal Police Bureau, who have different population variables. Third, we examine flaws of the operation of the current rating system in police organizations. Lastly, we present our suggestions on how to raise the job satisfaction level at the criminal police organizations. The methodologies used in our research are “the questionnaire survey procedure” and “the interview-in-depth method”. In quantitative research, we randomly select half of the staff at the Criminal Police Bureau to answer our questionnaire. The staff being surveyed includes the administrative staff and the technicians who do not meet the requirements of being a police officer. Out of 438 questionnaires we handed out, 391 of them were collected. The data analysis was performed through various methods including the mean value, the standard deviation, the factor analysis, the reliability analysis, the Independent-Samples Test and One-Way ANOVA. For qualitative research, we interviewed 7 staff at various positions for in-depth analysis and comparison: 2 from criminal police administrative staff, 2 from crime investigation department, 1 from explosive special force, 1 from forensic science, and 1 from other administrative staff. Our study determines the job satisfaction based on two factors: “the institutional behavior” and “the individual behavior”. We also investigate the correlation between the overall job satisfaction and the job performance at the Criminal Police Bureau. We found: (1) the correlation coefficient between each perspective of the job satisfaction and the job performance reaches a noticeable level, indicating that there is a tie between each perspective of the job satisfaction and the job performance. The correlation is above the low to medium level. Other than the job stress, all perspectives are positively correlated to the job performance. That is, any of the following conditions would lead to better job performance: the better the senior management is, the better the compensation and the benefits are, the more the support from the society, the more self-motivated the person is, or the less the job stress is. (2) The correlation between the overall job satisfaction and the job performance reaches the pronounced level, as it is medium to high level. Since they are positively correlated, the higher the overall job satisfaction is, the higher the job performance is. In summary, the thesis is to develop a rating system of job satisfaction based on the goal of the research, the review of the past studies, the questionnaire survey and the in-depth interview, along with two different perspectives: “the institutional behavior” and “the individual behavior”. We also study the correlation between the overall job satisfaction and the job performance of the staff at the Criminal Police Bureau. Given the history of the organization and the difficulties encountered by the current system, we proposed the specific and feasible suggestions on the police policy, as well as providing the reference for the future studies. Key word: Criminal police, job satisfaction, job performance, criminal police organization

人力資源在金融服務企業中極其重要。為確保經驗在組織變革的過程中被成功複製，價值觀能正確傳承，並且組織績效能有效提升，組織氣候的建立及組織成員的滿意度是過去許多組織研究強調的要素。本研究針對國內某金控公司旗下銀行員工為研究對象，藉由組織氣候為前因變項，透過工作滿意分析對工作績效的影響。希望藉由實證的研究，形成因應模式與建議，營造適合組織達成工作績效目標之組織氣候，同時增進員工滿足感，降低人員流動所造成之成本負擔。 根據文獻，本研究整理：1)組織氣候與工作滿意,2)工作滿意與員工感知的工作績效, 3)工作滿意與實際工作績效, 4)組織氣候與員工感知的工作績效, 5)組織氣候與實際工作績效, 6)員工感知的工作績效與實際工作績效之關係,並做成假設。研究以問卷方式進行調查，分析組織氣候、組織成員工作滿意程度與主觀工作績效三者之關係，再分別進行各變項間之相互關係研究，並探討不同人口統計變數之影響。資料蒐集對象為個案銀行大台北地區50間分行，人數1,096人，回收373份。同時配合資料蒐集取得之實際工作績效，比較相同工作滿意程度下，主客觀工作績效間之差異。 研究發現，組織內成員對工作所感滿意的程度，與其感知的工作績效具有顯著的正向關係，和早期人群關係學派的主張相同。但本研究亦發現，不管是內在滿意或外在滿意，與實際工作績效間並未有顯著的關聯性，和早期人群關係學派、一般社會大眾的認知有所差距。 / Human resources in the financial service industry are extremely important. To ensure that the experience in the process of organizational change successfully copies, values correctly heritages, and performance effectively enhances, the organizational climate and job satisfaction are two emphasized factors in the past researches. In this study, the object is the employees of a financial holding company’s bank. Regarding organizational climate as antecedent variables, analysis of the impact on job performance through job satisfaction is practiced. It is essential to create a suitable climate of the organization to achieve the performance goals, and to increase employees’ satisfaction through empirical research. According to the literature, the study concludes the relationship between 1) Organizational Climate and Job Satisfaction; 2) Job Satisfaction and perception of Job Performance; 3) Job Satisfaction and actual Job Performance; 4) Organizational Climate and perception of Job Performance; 5) Organizational Climate and actual Job Performance; 6) perception of Job Performance and actual Job Performance, and makes assumptions. The research carries out through questionnaires, and analyzes the relationship among organizational climate, job satisfaction, and subjective job performance. It explores the effect of different demographic variables. The source of data covers 1,096 people from fifty branches in Taipei. 373 were returned. The study compares the difference between objective and subjective job performance. The study found that the degree of members’ satisfaction shows a significant positive relationship with their perception of job performance. However, the study also found that, regardless of the intrinsic or extrinsic satisfaction, there is no significant correlation with actual job performance. It differs from the cognition of the public.

自2000年起，諸多企業展開職能導入，但受限於對職能之認識、瞭解或是經費問題，仍以外商或營業額大於150億以上之大型企業為主(楊尊恩、林文政，2003)，中小企業不論在人力資源人員之素質、企業主的支持或相關預算方面皆有所限制，尚未有特別成功之職能導入個案。然而，隨著前述大環境之變動，大企業逐漸失去規模優勢，中小企業若能持續強化組織核心能力與競爭力，亦可具備與大企業抗衡之能耐。 藉由美妝零售業之T公司為個案公司，研究其核心職能發展與員工工作績效之關係，進一步探討如何應用核心職能至其他人力資源活動上，達到組織整體人員素質提升與強化組織內部能力之效，同時亦可以此個案為學習範本，提供其他中小企業做為職能導入之參考。 本研究針對個案公司之七項核心職能建置問卷量表，並以其台灣區員工為調查對象，受測者採自評方式填答，接著進一步探討核心職能與工作績效之關係。研究結果如下： 一、發展出個案公司七項核心職能量表與對應之行為指標。 二、七項核心職能中「創新靈活性」職能與工作績效有正相關。 三、「創新靈活性」職能對工作績效有顯著預測力。 四、「信任與團隊合作」及「真實醇美」職能與工作績效關係之強度將受到年齡變數影響。 五、「信任與團隊合作」職能與工作績效關係之強度將受到產業工作經驗變數影響。