题名

保險業主管培養新進業務員之關鍵知識與能力

并列篇名

Key Knowledge and Ability Analysis of Insurance Manager in Training New Staffs

作者

李慶昌(Qing-Chang Li)；王永才(Yung-Tsai Wang)；胡宜中(Yi-Chuang Hu)

关键词

知識技能 ； 員工培訓 ； DEMATEL ； ANP ； DANP ； Knowledge and abilities ； New staff training

期刊名称

企業管理學報

卷期/出版年月

105期（2015 / 06 / 01）

页次

31 - 57

内容语文

繁體中文
中文摘要

保險業務人員的訓練與發展為保險產業重要的基礎，良好的培訓與指導會直接影響保險業新進人員的晉升率和職涯規劃，一流的培訓還有利於吸引更多優秀人才並獲得成功。但如何甄選主管以及如何在不同時期瞭解不同層面人才對於主管的需求，此為保險業亟需解決的重要問題。因此，本研究結合運用決策試驗與評估實驗室法（DEMATEL）和在其基礎上的層次網路分析法（DANP）來解決此項問題。經由對保險產業業務主管的關鍵知識技能分析，本研究發現，於現今資訊時代中，資訊更新能力為保險業知識能力發展的最核心因素。而傳統的業務能力卻由於網路資訊發達和消費者意識及資訊的透明而顯得不再關鍵。此結果為保險行業在甄選主管及增進績效上提供一個檢視訓練和評估政策的有效方法。這項方法程序也可以作為其他企業找尋關鍵知識和能力的的良好借鏡。
英文摘要

Training and Development program for the new comers is always a crucial step in Insurance industry. A highly qualified trainer or mentor will directly impact the promote rate of new comers and their career planning. Meanwhile, top tier training will also help in attracting more talents into this industry. However, how to choose a suitable mentor in different situation will be a fundamental task that should be considered for this industry. Our research proposes a combined method of Decision Making Trial and Evaluation Laboratory (DEMATEL) and DEMATEL-based Analytic Network Process (DANP) to solve these problems. Then the case in Insurance Industry was used to illustrate how the proposed new hybrid Multiple Criteria Decision-Making (MCDM) model help in identifying that Information Updating is one of the most important abilities that need to be focused under the information era. However, traditional knowledge on technical effectiveness or customer responsiveness is no longer crucial. The results can provide Insurance Industry Management a new perspective to exam their training and evaluating policy on mentors selection to improve performance. Other industry could also imply the same procedure to find out what are the important aspects of their knowledge and abilities.
主题分类 社會科學 > 經濟學
社會科學 > 管理學
参考文献
  1. 陳信憲、陳美華(2005)。技職校院商管學群學生財金專業能力指標建構之研究。師大學報，教育類，50(2)，121-138。
    連結：
  2. Achrol, R.,Kotler, P.(1999).Marketing in the Network Economy.Journal of Marketing,63(4),146-63.
  3. Apte, U. M.,Mason, R. O.(1995).Global disaggregation of information-intensive services.Management Science,41(7),1250-1262.
  4. Argote, L.(1999).Organizational learning: Creating, retaining, and transferring knowledge.Boston, MA:Kluwer Academic.
  5. Awad, E. M.,Ghaziri, H. M.(2003).Knowledge management.Upper Saddle River, NJ:Pearson Education.
  6. Babakus, E.,Cravens, D. W.,Grant, K.,Ingram, T. N.,LaForge, R. W.(1996).Investigating the relationships among sales management control, sales territory design, salesperson performance, and sales organization effectiveness.International Journal of Research in Marketing,13(4),345-363.
  7. Baldauf, A.,Cravens, D. W.,Piercy, N. F.(2005).Sales management control research synthesis and an agenda for future research.Journal of Personal Selling and Sales Management,25(1),7-26.
  8. Barney, J.(1991).Firm resources and sustained competitive advantage.Journal of Management,17(1),99-120.
  9. Beer, M.,Nohria, N.(2000).Cracking the Code of Change.Harvard Business Review,78(3),133-141.
  10. Butler, H.,Dwyer, C.,Hogan, M.,Franco, A.,Almeida, L.(2012).Extending the validity of Halpern critical thinking assessments: Cross-national applications.Thinking Skills and Creativity,7,112-121.
  11. Cangelosi, V. E.,Dill, W. R.(1965).Organizational learning: Observations toward a theory.Administrative science quarterly,175-203.
  12. Carey, S.,Lawson, B.,Krause, D. R.(2011).Social capital configuration, legal bonds and performance in buyer-supplier relationships.Journal of Operations Management,29(4),277-288.
  13. Chen, Y.,Wang, Q.,Xie, J.(2011).Online social interactions: A natural experiment on word of mouth versus observational learning.Journal of Marketing Research,48(2),238-54.
  14. Chiu, W. Y.,Tzeng, G. H.,Li, H. L.(2013).A new hybrid MCDM model combining DANP with VIKOR to improve e-store business.Knowledge-Based Systems,37(1),48-61.
  15. Choi, J.,Hui, S. K.,Bell, D. R.(2010).Spatio-temporal analysis of imitation behavior across new buyers at an online grocery retailer.Journal of Marketing Research,47(1),75-89.
  16. Choo, C. W.(2001).Environmental scanning as information seeking and organizational learning.Information Research,7(1),1-25.
  17. Churchill, G. A.,Ford, N. M.,Walker, O. C.,Johnston, M. W.,Tanner, J. F.(2000).Sales force management.Boston, MA:Irwin/McGraw-Hill.
  18. Cohen, W. M.,Levinthal, D. A.(1990).Absorptive capacity: A new perspective on learning and innovation.Administrative Science Quarterly,35(1),128-152.
  19. Conner, K. R.,Prahalad, C. K.(1996).A resource-based theory of the firm: Knowledge versus opportunism.Organization science,7(5),477-501.
  20. Cravens, D. W.,Ingram, T. N.,LaForge, R. W.,Young, C. E.(1993).Behavior-based and outcome-based salesforce control systems.Journal of Marketing,57(4),47-59.
  21. Cron, W. L.,DeCarlo, T. E.(2006).Dalrymple's sales management.Hoboken, N.J.:Wiley.
  22. Cron, W. L.,Marshall, G. W.,Singh, J.,Spiro, R. L.,Sujan, H.(2005).Salesperson selection training and development: trends implications and research opportunities.The Journal of Personal Selling & Sales Management,25(2),123-136.
  23. Crossan, M. M.,Lane, H. W.,White, R. E.(1999).An organizational learning framework: From intuition to institution.Academy of Management Review,24(1),522-537.
  24. Daft, R. L.,Weick, K. E.(1984).Toward a model of organizations as interpretation systems.Academy of Management Review,9(2),284-295.
  25. Davenport, T. H.,Prusak, L.(1998).Working knowledge: How organizations manage what they know.Harvard Business School Press.
  26. Drucker, P. F.(1993).Managing in turbulent times.New York:Harper Business.
  27. Gambrill, E.(2006).Evidence-based practice and policy: Choices ahead.Research on Social Work Practice,16(3),338-357.
  28. Grant, K.,Cravens, D. W.(1996).Examining salesforce performance in organizations that use behavior-based sales management processes.Industrial Marketing Management,25(5),361-371.
  29. Gregor, S.(2001).Explanations from knowledge-based systems and cooperative problem solving: an empirical study.International Journal of Human-Computer Studies,54(1),81-105.
  30. Grotenhuis, F. D. J.,Weggeman, M. C. D. P.(2002).Knowledge management in international mergers.Knowledge and Process Management,9(2),83-89.
  31. Huber, G. P.(1991).Organizational learning: The contributing processes and the literatures.Organization science,2(1),88-115.
  32. Hunt, S. D.,Davis, D. F.(2012).Grounding supply chain management in resourceadvantage theory: in defense of a resource-based view of the firm.Journal of Supply Chain Management,48(2),14-20.
  33. Isaksen, S. G.,Dorval, K. B.,Treffinger, D. J.(2011).Creative approaches to problem solving: A framework for innovation and change.Thousand Oaks, CA:Sage.
  34. Jackson, D. W., Jr.,John, L. S.,William G. W.(1995).Examining the bases utilized for evaluating salespeoples' performance.Journal of Personal Selling and Sales Management,4(Fall),57-65.
  35. Klusch, M.(2001).Information agent technology for the Internet: A survey.Data and Knowledge Engineering,36(3),337-372.
  36. Kogut, B.,Zander, U.(1996).What firms do? Coordination, identity, and learning.Organization science,7(5),502-518.
  37. Kumar, V.,Petersen, J. A.,Leone, R. P.(2007).How valuable is word of mouth?.Harvard Business Review,85(10),139.
  38. Kurnaz, S.,Cohn, A.,Koren, Y.(2006).A framework for evaluating production policies to improve customer responsiveness.CIRP Annals,54(1),401-406.
  39. Lee, W. S.,Tzeng, G. H.,Cheng, C. M.(2009).Using novel MCDM methods based on Fama-French three-factor model for probing the stock selection.APIEASM,Dec. 14-16,1460-1474.
  40. Levinthal, D. A.,March, J. G.(1993).The myopia of learning.Strategic Management Journal,14(8),95-112.
  41. Lin, Y.,Dalkir, K.(2010).Factors affecting KM implementation in the Chinese community.International Journal of Knowledge Management,6(1),1-22.
  42. March, J. G.(1991).Exploration and exploitation in organizational learning.Organization Science,2(1),71-87.
  43. Nag, R.,Corley, K. G.,Gioia, D. A.(2007).The intersection of organizational identity, knowledge, and practice: Attempting strategic change via knowledge grafting.Academy of Management Journal,50,821-847.
  44. Nag, R.,Gioia, D. A.(2012).From common to uncommon knowledge: Foundations of firm-specific use of knowledge as a resource.Academy of Management Journal,55(2),421-457.
  45. Nelson, R. R.,Winter, S. G.(1982).An Evolutionary Theory of Economic Change.Cambridge:Belknap Press/Harvard University Press.
  46. Ou Yang, Y. P.,Shieh, H. M.,Leu, J. D.,Tzeng, G. H.(2008).A novel hybrid MCDM model combined with DEMATEL and ANP with Applications.International Journal of Operations Research,5(3),1-9.
  47. Perez, L. G.,Uline, C. L.,Johnson, J. F.,James-Ward, C.,Bason, M. R.(2011).Foregrounding fieldwork in leadership preparation: the transformative capacity of authentic inquiry.Educational Administration Quarterly,47(1),217-257.
  48. Piercy, N. F.,David W. C.,Lane, N.(2009).Sales management control level and competencies: Antecedents and consequences.Industrial Marketing Management,38(4),459-467.
  49. Prahalad, C. K.,Hamel, G.(1990).The core competence of the corporation.Boston (MA):
  50. Ricks, J. E.,Fraedrich, J.,Xiong, C.(2000).Self-monitoring and empathy as determinants of sales performance for industrial sales personnel utilizing sales data and managerial ratings.Journal of Marketing Management,10(2),54-62.
  51. Risselada, H.,Verhoef, P. C.,Bijmolt, T. H. A.(2014).Dynamic effects of social influence and direct marketing on the adoption of high-technology products.Journal of Marketing,78(2),52-68.
  52. Riusala, K.,Suutari, V.(2004).International knowledge transfers through expatriates.Thunderbird International Business Review,46(6),743-770.
  53. Saaty, T. L.(1996).Decision making with dependence and feedback: The analytic network process..Pittsburgh:RWS Publications.
  54. Schulz, M.(2001).The uncertain relevance of newness: Organizational learning and knowledge flows.Academy of Management Journal,44,661-681.
  55. Sethuraman, R.,Gerard J. T.,Richard, A. B.(2011).How well does advertising work? Generalizations from meta-analysis of brand advertising elasticity's.Journal of Marketing Research,48(3),457-471.
  56. Simon, H. A.(1991).Bounded rationality and organizational learning.Organization Science,2,125-134.
  57. Stephen, A. T.,Galak, J.(2012).The effects of traditional and social earned media on sales: A study of a microlending marketplace.Journal of Marketing Research,49(5),624-639.
  58. Teece, D. J.,Pisano, G.,Shuen, A.(1997).Dynamic capabilities and strategic management.Strategic Management Journal,18,509-533.
  59. Thomas, J. B.,Clark, S. M.,Gioia, D. A.(1993).Strategic sense-making and organizational performance: Linkages among scanning, interpretation, action, and outcomes.Academy of Management Journal,36,239-270.
  60. Tzeng, G. H.,Chiang, C. H.,Li, C. W.(2007).Evaluating intertwined effects in e-learning programs: A novel hybrid MCDM model based on factor analysis and DEMATEL.Expert Systems with Applications,32(4),1028-1044.
  61. Tzeng, G. H.,Huang, J. J.(2011).Multiple attribute decision making: Methods and applications.Boca Raton, Fla,USA:CRC Press.
  62. Van den Bulte, C.,Wuyts, S.(2007).Social networks and marketing.Marketing Science Institute.
  63. Walter, J.,Lechner, C.,Kellermanns, F. W.(2007).Knowledge transfer between and within alliance partners: Private versus collective benefits of social capital.Journal of Business Research,60(7),698-710.
  64. Weick, K. E.,Roberts, K.(1993).Collective mind in organizations: Heedful interrelating on flight decks.Administrative Science Quarterly,38,357-381.
  65. Xanthacou, Y.,Kaila, M.(2011).Creative problem solving.Haup-pauge, NY:Nova Science Publishers, Inc..
  66. Xu, X.,Kaye, G. R.,Duan, Y.(2003).'UK Executives' vision on business environment for information scanning- A cross industry study.The International Journal of Information Systems Applications,40(5),381-389.
  67. Yayavaram, S.,Ahuja, G.(2008).Decomposability in knowledge structures and its impact on the usefulness of inventions and knowledge-base malleability.Administrative Science Quarterly,53,333-362.
  68. Zhang, Y.,Li, H.,Li, Y.,Zhou, L. A.(2010).FDI spillovers in an emerging market: The role of foreign firms' country origin diversity and domestic firms' absorptive capacity.Strategic Management Journal,31,969-989.
  69. 吳思華、沈中華、周行一、張士傑(2004)。財政部委託研究計劃財政部委託研究計劃,財政部。
  70. 沈華堅(1996)。碩士論文(碩士論文)。逢甲保險研究所。
  71. 林竹(2015)。國泰人壽奪回壽險業銷售龍頭。Smart智富月刊，199
  72. 林倫豪、徐昊杲(2012)。保險技職教育校外實習專業能力指標之評選—修正式德菲法與層級分析法之應用。保險經營與制度，11(2)，245-282。
  73. 林倫豪、徐昊杲(2012)。高等技職校院保險教育校外實習核心能力指標之建構—修正式德菲法與層級分析法之應用。商經論叢，3(2)，70-93。
  74. 林俊彥(2002)。國科會專題研究計畫國科會專題研究計畫,國科會。
  75. 林建智、楊瑩潔(2004)。論投資型保險商品行銷之道德規範。壽險管理，17，257-280。
  76. 邱賢照(2008)。碩士論文(碩士論文)。銘傳大學風險管理與保險學系。
  77. 胡宜仁、王志鏞(2004)。國際保險市場概況及其發展趨勢。保險大道，38，11-26。
  78. 范姜肱、黃寶慧、鄭鎮樑(2005)。臺灣壽險業務員訓練需求之確認—Delphi Study與TOPSIS法之運用。保險專刊，21(2)，145-170。
  79. 范姜肱、鄭鎮樑、張邦茹、李雨璿(2008)。我國大學風險管理與保險系課程設計之評選－層級分析法與敏感度。創新與管理，6(1)，157-178。
  80. 浦中敏、黃意雯(2007)。整合行銷與壽險業務員的發展。壽險管理，20，151-163。
  81. 陳昭君(2003)。國立臺北科技大學技術及職業教育研究所。
  82. 楊芙宜(2011)。「保險滲透度世界第一」背後的真相。臺灣光華雜誌，36(11)，48-53。
  83. 廖世仁、林嘉祥(2007)。傷害保險理賠糾紛之探討－以交通事故理賠糾紛為例。保險經營與制度，6(1)，137-162。
  84. 趙清遠(2010)。專業能力、關係品質與顧客關係管理效能之關聯性研究－以非金控綜合券商顧客為例。保險專刊，12，147-177。
  85. 謝淑慧、劉俊廷(2009)。行銷通路與搜尋成本關係之研究－臺灣汽車保險市場實證。保險專刊，60，223-240。
print cancel