一、研究目的：本研究之目的在了解以下的問題：１、探討業務人員使用 行動式電腦與其行銷績效間的關係。２、探討業務人員對行動式電腦之態 度及與使用間之關係。３、探討人口統計變數與使用行動式電腦間之關係 。４、探討影響業務人員使用行動式電腦意願之因素為何？５、探討壽險 業務人員使用行動式電腦之趨勢。二、研究方法： 本研究以台北市之壽 險業務人員為研究對象，兼採計質與計量之研究方法，先以判斷性抽樣法 實施小樣本抽樣，以進行人員深度訪談；再以便利抽樣法抽樣抽出大樣本 ，以實施問卷調查。統計方法則採卡方檢定、變異數分析、次數分析及相 關分析等來作檢定與分析。三、研究結果： 1.使用行動式個人電腦之業 務人員，其行銷績效顯著地比未使用者為佳。 2.使用行動式個人電腦之 業務人員，對電腦之態度比未使用者較持肯定之評價。 3.人口統計變數 中僅「性別」與「教育程度」二項因素會影響行動式電腦之使用。 4.業 務人員不使用行動式個人電腦之主要因素為「費用因素」與「不方便使用 」。 5.使用與有意使用行動式個人電腦之業務人員人數合計超過８１％ ，壽險行銷電腦化之現象將愈來愈普遍。

The aim of the thesis is to determine the relation between subjectively perceived and financially measured performance of a firm. The introduction of the thesis is focused on performance characteristics and measurement. Further, based on foreign and domestic researches, subjectively perceived performance is defined and comparison with objectively (financially) measured one is made. Results of the researches prove that between subjectively perceived and financially measured performance, there exists substantial to very strong statistical association. Following on an own research was carried out. As the tool for data collection serves a questionnaire sent to firms from the Czech and Slovak Republic. The data collected are compared with values of select financial measures: with ROA, ROE, ROS and Gross Sales. Said own research also confirmed a positive correlation between subjectively perceived and financially measured performance of the firm, albeit weaker than in foreign researches.

Despite the obvious importance attached to the psychological significance of height and weight in everyday life, few researchers have studied the relationship of these variables to the sales performance of ordinary life insurance salesmen. In the present study, it was hypothesized that (1) taller and/or heavier ordinary life insurance salesmen are more successful than shorter and/or lighter ordinary life insurance salesmen; (2) those who possess more "ideal statures" are more successful than those who do not; and, secondarily, (3) life insurance companies tend to hire taller and/or heavier applicants for life insurance sales positions. The results of this study offer further support for the view that many sales managers and recruiters tend to believe that "the bigger they are, the better," and to select applicants accordingly, with the qualification that in this sample, female agents were taller, but lighter than average. These findings are discussed in terms of their implications for the life insurance industry and future investigations.

Syfte: Syftet med denna studie är att undersöka hur transformativt ledarskap påverkar svenska fastighetsmäklares säljprestationer genom dess effekt på attitydsvariablerna psykologiskt bemyndigande, upplevd själveffektivitet och medarbetarkraft samt beteendevariabeln prestationssträvan. Metod: Denna studie är grundad i en kvantitativ forskningsmetod med deduktiv ansats. En enkätundersökning har genomförts där fastighetsmäklare besvarat frågor om sig själva och sina chefer för att möjliggöra en undersökning av hur transformativt ledarskap påverkar deras säljprestationer. Resultat & slutsats: Resultatet av denna studie visar att transformativt ledarskap påverkar svenska fastighetsmäklares säljprestationer positivt genom dess effekt på attitydsvariabler och prestationssträvan. Det transformativa ledarskapets positiva påverkan är dock relativt låg och resultatet indikerade på att attitydsvariablerna hos fastighetsmäklare har större positiv påverkan på varandra än vad transformativt ledarskap har på dessa. Resultatet visade även att attitydsvariablerna, specifikt medarbetarkraft, direkt påverkar säljprestationer hos fastighetsmäklare starkare än den effekt transformativt ledarskap har på säljprestation genom dess indirekta påverkan på fastighetsmäklares attityder och prestationssträvan. Examensarbetets bidrag: Denna studie bidrar med kunskap om hur transformativt ledarskap påverkar svenska fastighetsmäklares säljprestationer. Studien bidrar med resultat som visar att ledarskapet har betydelse och påverkar fastighetsmäklares säljprestationer positivt. Studien visar vidare att attitydsvariablerna själva har större betydelse för fastighetsmäklares säljprestationer, framför allt medarbetarkraft. Förslag till fortsatt forskning: Vidare forskning kan göras för att utreda om det finns andra variabler än transformativt ledarskap som påverkar fastighetsmäklares säljprestationer positivt. / Aim: The purpose of this study is to investigate how transformational leadership affects swedish real estate agents' sales performance through its effects on the attitude variables psychological empowerment, perceived self-efficacy and employee vigor and lastly the behavior variable accomplishment-striving. Method: This study is based on a quantitative research method with a deductive approach. A survey has been carried out where real estate agents responded to questions about themselves and their managers to enable an examination on how transformational leadership affects their sales performance. Result & Conclusions: The results of this study show that transformational leadership has a positive effect on Swedish real estate agents' sales performance through its effect on attitude variables and accomplishment striving. However, the positive impact of transformational leadership is relatively low and the results indicate that the attitude variables of real estate agents have a greater positive impact on each other than transformational leadership has on them. The results also showed that the attitude variables, specifically employee vigor, directly affect sales performance of real estate agents more strongly than the effect transformational leadership has on sales performance through its indirect impact on real estate agents' attitudes and accomplishment striving. Contribution of the thesis: This study contributes knowledge about how transformational leadership affects Swedish real estate agents' sales performance. The study contributes with results that show that leadership is important and has a positive effect on real estate agents' sales performance. The study also shows that the attitude variables themselves are more important for real estate agents' sales performance, especially employee vigor. Suggestions for future research: Further research can be done to see if there are other variables than transformational leadership that affect real estate agents' sales performance positively.

The objective of the study was to determine whether any relationships exist between personality and the performance of sales staff in a call centre environment. Personality type (measured by the Jung Type Indicator [JTI]) and sales personality type (measured by the Sales Preference Indicator [SPI]) were correlated with sales staff performance in an insurance call centre environment. A quantitative survey was conducted using a sample of N = 146. Correlational and inferential statistical analyses revealed statistically significant positive, although weak, relationships between personality type and the performance of call centre sales staff while statistically significant positive and negative correlations, although weak, were found between sales personality type and the performance of call centre sales staff. More female and black sales staff members were found in the higher performing clusters than in the average and poorer performing clusters. The best subset of personality scales from the JTI that predicted univariate measures of performance were the extroversion-introversion scale and the judging-perceiving scale while the best subset of predictors from the SPI personality scale were the consistent-adaptive scale and the cooperative-competitive scale. Call centre performance criteria are based mainly on quantitative performance criteria. It emerged from the literature review that the call centre sales position is synonymous with emotional labour and it is, thus, recommended that future research should emphasise the importance of emotionally intensive labour and its measurement combined with quantitative performance measures. / Industrial & Organisational Psychology / M.A. (Industrial and Organisational Psychology)

Ciências Empresariais / Master Programme in Management Sciences / A dissertação que se apresenta enquadra-se na problemática da identificação dos factores determinantes para as vendas no mercado da distribuição, com enfoque no sector do retalho. O espaço em área de venda, identificado pelos retalhistas como o seu recurso mais dispendioso, assume um papel importante como factor explicativo das vendas, sendo dada relevância à sua influência ao longo de toda a investigação. Por outro lado, procura-se avaliar a importância do espaço e de outros factores para diferentes categorias de produtos e segmentos de loja. Este estudo serve-se de um exemplo representativo de lojas que operam no mercado português, pertencentes a um dos principais grupos retalhistas existentes, para avaliar esta problemática Relativamente à metodologia adoptada no estudo do grupo de retalho português recorreu-se a modelos econométricos - regressão linear, segmentação e modelos de mistura de regressão, usando informação da empresa e das suas insígnias. Concluiu-se que o espaço é um factor determinante para as vendas, cuja importância varia entre lojas, grupos de lojas e categorias de produtos. Estes resultados são importantes na tomada de decisão do retalhista, na medida em que contribuem para a realização de estudos de simulação de lojas, prevendo os efeitos das variações de vendas provocados por alterações de espaço. Os factores relacionados com o preço face à concorrência, rendimento per capita da população alvo e qualidade no atendimento também foram analisados e inferiu-se sobre a sua importância relativa. Os modelos de segmentação adoptados foram também úteis, porque permitiram identificar grupos homogéneos de lojas, facultando ao gestor informação útil para a definição de políticas direccionadas a estes grupos. / The following dissertation covers the field of identification of the determinant sales factors at the distribution market, with the emphasis on the retail sector. The sales area, which is considered by retailers as the highest investment outlay point, assumes an important role as explanatory sales factor and gets a relevant attention throughout the research according to its influential character. On the other hand, the ambition has been set to evaluate the importance of the retail sales area and of the other factors concerning various product categories and various segments of stores. This study operates with a representative example of stores working in the Portuguese market and belonging to one of the existing local retail groups, with the objective of analysing this problematic. As for the methodology applied to the study of the Portuguese retail group, the econometric models were chosen linear regression, segmentation, regression mixture models, survey information of the company in question and its store formats. To sum up, the sales area is a determinant sales factor, which importance varies between the stores, groups of stores and product categories. These results are relevant to the retail's decisions since they facilitate the realization of underlying studies predicting the effects of the sale variations provoked by sales area alteration. The factors related to the price contest in face of the competitors, the income per capita of the population as well as the service quality were analysed and studied its relative importance. The applied segmentation models proved to be useful since they allowed identify homogeneous store groups, delivering valuable information to the managers that facilitates the definition of particular attitude policies regarding these groups

Com o aumento da capacidade de processamento de dados dentro das empresas de todos os portes e da disponibilidade de informações cada vez maior nos tempos atuais, o uso de indicadores e ferramentas de análise quantitativa tornam-se cada vez mais comuns nas mais diversas áreas, buscando-se eficiência, uma correta alocação de recursos e na geração de expectativas mais realistas de vendas e resultados. Enquanto muitos mercados apresentam uma variedade de dados e de estudos para serem usados como bases de referência, existem outros que ainda são carentes de informações básicas para planejamento e análise. O mercado de materiais cirúrgicos é um destes, onde não estão disponíveis as demandas dos clientes, as projeções de mercado ou as estimativas de market share. Este estudo busca, através da análise das vendas em 43 territórios de empresas de dispositivos médicos com atuação no Brasil nas áreas de ortopedia traumatologia, neurocirurgia e buco-maxilo-facial, aplicar a técnica de Análise Envoltória de Dados (DEA, do inglês “Data Envelopment Analysis”) como um modelo de análise comparativa de eficiência que possa auxiliar nos processos de tomada de decisão, mesmo com uma base restrita e limitada de informações. A aplicação da técnica de DEA apresenta resultados que permitem [1] destacar os pontos de melhoria para os territórios ineficientes buscando [2] homogeneizar a eficiência de atendimento por meio do [3] benchmarking entre as regiões buscando [4] uma maior competitividade neste mercado. / With the increased capacity of data processing within companies of all sizes and the currently availability of all sort of informations, the use of indicators and tools for quantitative analysis become increasingly common in many areas, allowing companies to achieve better efficiency, proper resources allocation, and the settle of more realistic performance expectations. While many markets feature a variety of data and studies, others are deprived of basic information for planning and analysis. Among these, the medical devices market have almost unavailable informations of customers demands, markets forecasts or estimated market share at a regional level. Through the analysis of 43 sales territories of medical devices companies in Brazil, this study uses the technique of data envelopment analysis (DEA) as a model for comparative efficiency analysis that can assist the processes of decision making, even with a restricted and limited database. The application of DEA technique provide results that [1] highlight the points of improvement for inefficient territories [2] in order to homogenize the efficiency of regions through [3] benchmarking between them, [4] to improve overall competitive level.

Com o aumento da capacidade de processamento de dados dentro das empresas de todos os portes e da disponibilidade de informações cada vez maior nos tempos atuais, o uso de indicadores e ferramentas de análise quantitativa tornam-se cada vez mais comuns nas mais diversas áreas, buscando-se eficiência, uma correta alocação de recursos e na geração de expectativas mais realistas de vendas e resultados. Enquanto muitos mercados apresentam uma variedade de dados e de estudos para serem usados como bases de referência, existem outros que ainda são carentes de informações básicas para planejamento e análise. O mercado de materiais cirúrgicos é um destes, onde não estão disponíveis as demandas dos clientes, as projeções de mercado ou as estimativas de market share. Este estudo busca, através da análise das vendas em 43 territórios de empresas de dispositivos médicos com atuação no Brasil nas áreas de ortopedia traumatologia, neurocirurgia e buco-maxilo-facial, aplicar a técnica de Análise Envoltória de Dados (DEA, do inglês “Data Envelopment Analysis”) como um modelo de análise comparativa de eficiência que possa auxiliar nos processos de tomada de decisão, mesmo com uma base restrita e limitada de informações. A aplicação da técnica de DEA apresenta resultados que permitem [1] destacar os pontos de melhoria para os territórios ineficientes buscando [2] homogeneizar a eficiência de atendimento por meio do [3] benchmarking entre as regiões buscando [4] uma maior competitividade neste mercado. / With the increased capacity of data processing within companies of all sizes and the currently availability of all sort of informations, the use of indicators and tools for quantitative analysis become increasingly common in many areas, allowing companies to achieve better efficiency, proper resources allocation, and the settle of more realistic performance expectations. While many markets feature a variety of data and studies, others are deprived of basic information for planning and analysis. Among these, the medical devices market have almost unavailable informations of customers demands, markets forecasts or estimated market share at a regional level. Through the analysis of 43 sales territories of medical devices companies in Brazil, this study uses the technique of data envelopment analysis (DEA) as a model for comparative efficiency analysis that can assist the processes of decision making, even with a restricted and limited database. The application of DEA technique provide results that [1] highlight the points of improvement for inefficient territories [2] in order to homogenize the efficiency of regions through [3] benchmarking between them, [4] to improve overall competitive level.

Com o aumento da capacidade de processamento de dados dentro das empresas de todos os portes e da disponibilidade de informações cada vez maior nos tempos atuais, o uso de indicadores e ferramentas de análise quantitativa tornam-se cada vez mais comuns nas mais diversas áreas, buscando-se eficiência, uma correta alocação de recursos e na geração de expectativas mais realistas de vendas e resultados. Enquanto muitos mercados apresentam uma variedade de dados e de estudos para serem usados como bases de referência, existem outros que ainda são carentes de informações básicas para planejamento e análise. O mercado de materiais cirúrgicos é um destes, onde não estão disponíveis as demandas dos clientes, as projeções de mercado ou as estimativas de market share. Este estudo busca, através da análise das vendas em 43 territórios de empresas de dispositivos médicos com atuação no Brasil nas áreas de ortopedia traumatologia, neurocirurgia e buco-maxilo-facial, aplicar a técnica de Análise Envoltória de Dados (DEA, do inglês “Data Envelopment Analysis”) como um modelo de análise comparativa de eficiência que possa auxiliar nos processos de tomada de decisão, mesmo com uma base restrita e limitada de informações. A aplicação da técnica de DEA apresenta resultados que permitem [1] destacar os pontos de melhoria para os territórios ineficientes buscando [2] homogeneizar a eficiência de atendimento por meio do [3] benchmarking entre as regiões buscando [4] uma maior competitividade neste mercado. / With the increased capacity of data processing within companies of all sizes and the currently availability of all sort of informations, the use of indicators and tools for quantitative analysis become increasingly common in many areas, allowing companies to achieve better efficiency, proper resources allocation, and the settle of more realistic performance expectations. While many markets feature a variety of data and studies, others are deprived of basic information for planning and analysis. Among these, the medical devices market have almost unavailable informations of customers demands, markets forecasts or estimated market share at a regional level. Through the analysis of 43 sales territories of medical devices companies in Brazil, this study uses the technique of data envelopment analysis (DEA) as a model for comparative efficiency analysis that can assist the processes of decision making, even with a restricted and limited database. The application of DEA technique provide results that [1] highlight the points of improvement for inefficient territories [2] in order to homogenize the efficiency of regions through [3] benchmarking between them, [4] to improve overall competitive level.

The objective of the study was to determine whether any relationships exist between personality and the performance of sales staff in a call centre environment. Personality type (measured by the Jung Type Indicator [JTI]) and sales personality type (measured by the Sales Preference Indicator [SPI]) were correlated with sales staff performance in an insurance call centre environment. A quantitative survey was conducted using a sample of N = 146. Correlational and inferential statistical analyses revealed statistically significant positive, although weak, relationships between personality type and the performance of call centre sales staff while statistically significant positive and negative correlations, although weak, were found between sales personality type and the performance of call centre sales staff. More female and black sales staff members were found in the higher performing clusters than in the average and poorer performing clusters. The best subset of personality scales from the JTI that predicted univariate measures of performance were the extroversion-introversion scale and the judging-perceiving scale while the best subset of predictors from the SPI personality scale were the consistent-adaptive scale and the cooperative-competitive scale. Call centre performance criteria are based mainly on quantitative performance criteria. It emerged from the literature review that the call centre sales position is synonymous with emotional labour and it is, thus, recommended that future research should emphasise the importance of emotionally intensive labour and its measurement combined with quantitative performance measures. / Industrial and Organisational Psychology / M.A. (Industrial and Organisational Psychology)