壽險理賠人員生涯發展、角色壓力、專業承諾與工作倦怠關係之研究

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Title:	壽險理賠人員生涯發展、角色壓力、專業承諾與工作倦怠關係之研究
Other Titles:	A RESEARCH ON THE RELATIONSHIP AMONG CAREER DEVELOPMENT, ROLE STRESS, PROFESSIONAL COMMITMENT AND BURNOUT OF THE CLAIM EXAMINER OF LIFE INSURANCE
Authors:	鄭炳仁 Cheng, Ping-jen
Contributors:	管理科學研究所褚麗絹 Li-chuan Chu
Keywords:	角色衝突;專業承諾;生涯發展;人壽保險;理賠人員 Professional Commitment;Career Development;Life Insurance;Claim Examiner;Role Conflict
Date:	2005
Issue Date:	2015-07-31 15:39:07 (UTC+8)
Abstract:	本研究主要在探討全省壽險理賠人員生涯發展、角色壓力、專業承諾與工作倦怠之現狀及關係；以生涯發展、角色壓力為自變項，以專業承諾為中介變項，以工作倦怠為依變項，探討之方向分為三個部分：(1)以問卷便利抽樣，統計分析目前壽險理賠人員對上述變項之感受情況。(2)探討生涯發展、角色壓力、專業承諾與工作倦怠之相關性及影響性。(3)依分析歸納結論提出建議與可行方案。　　　本研究將全省分為北部地區、中部地區、南部地區、東部地區及離島五個區域，針對壽險理賠人員進行問卷發放與調查。經實證結果顯示：1. 壽險理賠人員角色壓力太大，尤其是角色過度負荷構面顯示最高。2. 壽險理賠人員專業承諾程度普遍不足。3. 壽險理賠人員大多有工作倦怠感的反應，尤其是缺乏成就感方面。4. 理賠調查人員對生涯發展、角色壓力、專業承諾及工作倦怠各方面的感受，皆遜於理賠審核人員，表示理賠調查人員對目前的職務較不滿意。5. 壽險理賠人員的年齡越大，角色壓力越大；學歷越高，則角色壓力越小；專業承諾方面也是學歷越高，專業承諾的程度越高。顯示年齡越低，學歷越高愈有助於壽險理賠工作。　　　所以，壽險經營者對壽險理賠工作，當務之急是試圖降低理賠人員的工作負荷量，提昇其專業承諾，以降低其工作倦怠感。提昇壽險理賠人員的工作士氣，相對的也改善企業形象及提昇服務品質。　　Research mainly in the whole province of the Life Insurance Claim Examiner’s current situation and relationship among Career Development, Role Stress, Professional Commitment, and Burnout in Taiwan. It becomes item by itself as regards Career Development and Role Stress, regard Professional Commitment as intermediary one,with Burnout for in accordance with changing one. The investigation is divided into three steps: (1)Sample by facility with questionnaire, statistical analysis to become situation of affected items while being above-mentioned of the Life Insurance Claim Examiner at present. (2)Probe into the dependence and influence of Career Development , Role Stress , Professional Commitment and Burnout. (3)In accordance with analysing that the conclusion of summing up and proposes suggestion and feasible track case. 　　　　This research divides the whole province into five areas: the northern territory , middle part , southern area , eastern area and the subsidiary island, ask to the claims of Life Insurance that the survey paper is put and investigated. Shown by the real example result: 1. Life Insurance Claim Examiner Role Stress is too big, especially role excessive load constructs the surface to show highest. 2. Life Insurance Claim Examiner Professional Commitment degree is generally insufficient. 3. Life Insurance Claim Examiner’s mostly have response of Burnout sense , especially lacks the fulfillment. 4. The claims settlement investigator, to Career Development , Role Stress , Professional Commitment and Burnout impressions of various fields, all inferior to settling a claim to verify personnel, show that the claims settlement investigator is relatively unsatisfied with the present post. 5. The older the age of the claims settlement personnel of Life Insurance is, the bigger Role Stress is; The higher the academic credentials are, then the smaller Role Stress is; The speciality promises that the respect is that the academic credentials are the higher too, the higher the degree of Professional Commitment is. It means that the lower age, higher academic credentials is the more help to the work of the life insurance Claim Examiner.　　　So, Life Insurance operator works to the thing that Life Insurance settles a claim, the task of top priority is the working load attempting to reduce Adjustment, promote his Professional Commitment, in order to reduce its Burnout sense. To promote the working morale of Life Insurance Claim Examiner, relative improvement in corporate image and promoting the quality of serving.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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