轉換型領導與激勵制度對組織承諾影響之研究 ─以工作熱情為中介變項

Abstract

金融服務業在我國經濟結構中，一向是具指標意義的根基產業。近年來，金融服務業之主力－銀行，在傳統存、放款業務受到低利環境之影響，導致利差嚴重縮小，進而轉攻以手續費收入為主的財富管理業務。因此，『財富管理』在近年來被各家銀行業視為重要市場，競相成立「財富管理部門」，為客戶提供多元的金融商品與服務。在前述的流程中，理財專員代表著財富管理中最重要的生產力，擁有具備高素質高專業度的理財專員，將直接影響銀行的經營績效。但在實際工作活動中，理財專員除面臨投資環境影響及業績等因素造成的許多工作壓力，亦須面對主管領導風格與工作環境等因素的挑戰，這些壓力往往造成工作熱情的減少，並導致績效衰退及流動率過高等問題。本研究的主要研究目的在於探討金融服務業中，轉換型領導、激勵制度與組織承諾之間的關聯性，並以工作熱情為中介變項，運用層級迴歸來分析工作熱情在轉換型領導、激勵制度與組織承諾之間的中介效果。本研究以國內「A銀行」所屬之843位理財專員為研究對象，採用抽樣方式以E-mail、郵寄及委託人力發送問卷來蒐集實證資料，總共回收了328個有效樣本。 研究結果發現：(1)轉換型領導對工作熱情具有正向影響，(2) 激勵制度對於工作熱情具有正向影響，(3) 工作熱情對於組織承諾具有正向影響，(4) 工作熱情對轉換型領導影響組織承諾具有部分中介效果，(5) 工作熱情對激勵制度影響組織承諾具有部分中介效果，(6) 轉換型領導對於組織承諾具有正向影響，(7) 激勵制度對於組織承諾具具有部分中介效果。而本研究的結果，期望能提供銀行業用以讓員工工作熱情提升，使員工願意持續為銀行付出，並對銀行產生更高之承諾，產生留任意願降低離職率，為理財專員、客戶及銀行創造三贏局面。Financial services is one of the primary fundamental industries in our national economic structure. In recent years, banks, the main actor of financial service industry, have transformed into a charge-based income wealth management due to the significant reduction of profits caused by the low interest rate environment in deposit loans. Thus, wealth management is considered being the most important market for banks and the department of wealth management is widely launched in order to provide customers more diverse financial products and services. Financial consultants play the most important role of productivity in wealth management, and hence, the quality and profession of a financial consultant have a direct impact on bank’s operation performance. However, financial consultants are confronted with the pressures from, such as, investment environment, performance, the style of leadership and working environment where the pressures usually reduce the passion at work and lead to performance recession and high turnover rate. Therefore, having positive energy and passion at work have become the strong motivations for financial consultants to retain positions and further achieve the objectives of performance. This research investigates the impact of transformational leadership and incentive system on organizational commitment mediated by passion at work using hierarchical regression, and is conducted based on questionnaires which are collected from E-mail, parcel and human forces, and made 328 effective samples from a sample of 843 financial consultants in a domestic「Bank A」. The findings reveals that (1) transformational leadership has a positive effect on passion at work, (2) incentive system has a positive effect on passion at work, (3) incentive system has a positive effect on organizational commitment, (4) transformational leadership and organizational commitment are partially mediated by passion at work, (5) incentive system and organizational commitment are partially mediated by passion at work, (6) transformational leadership has a positive effect on organizational commitment, (7) incentive system and organizational commitment are partially mediated by passion at work. The result shows that by cultivating employee’s passion at work, the willingness of devotion to work will be strengthened and make the dimission rate be lessened. As a result, this virtuous circle creates a win-win-win situation for financial consultants, customers, and banks.