銀行業信任與衝突之關聯及不同薪資結構調節效果之研究

Relationship between Trust and Conflicts and the Moderating Effects of Compensation Structure for the Banking Industry

10.6985/TBFQ.201203.0001

周瑛琪(Ying-Chyi Cho)；顏炘怡(Hsin-Yi Yen)；丁承(Cherng Ding)；陳葳瑀(Wei-Yu Chen)

信任 ； 任務衝突 ； 關係衝突 ； 薪資結構 ； Trust ； Task Conflict ； Relationship Conflict ； Pay-for-performance Plans

台灣金融財務季刊

13卷1期（2012 / 03 / 01）

1 - 23

繁體中文

銀行業近年來的經營不斷受到挑戰，同業間的競爭壓力不斷升高，故本研究旨以人力資源的角度切入，期望藉由凝聚組織內部員工向心力，由內而外建立競爭優勢。員工是服務業最核心的資產，然而同仁的相處卻容易受情緒、性格與處事態度的差異而引發衝突。有調查顯示，企業管理者必須花20％左右的時間在解決衝突。是故如何有效地進行衝突管理已經成為企業管理者提高組織績效、實現組織目標的重要課題。由於銀行特殊的業務性質，故本研究以信任的角度切入，了解信任對於衝突的影響，並探討如何以外在實體工具（薪資結構）協助衝突的管理。本研究檢定後發現：1.信任對任務衝突有負向影響效果；2.信任對關係衝突存在負面影響效果；3.薪資結構對信任與任務衝突間存在調節作用；4.薪資結構對信任與關係衝突間不具調節作用。最後針對銀行業的現況，分別從強化信任與關係衝突之間的聯結，以及薪資結構的運用上給予建議。

While operating under governmental auspices, the banking industry can aggregate and disperse money, as well as help society to maximize capital efficiency. For instance, in Taiwan, more than 70 banks have established branches in a small place, thus intensifying competition. Among the many challenges facing Taiwan banks include the impact of credit and cash card debts in 2006 and the recent sub prime mortgage crisis since 2007 up until now. Increasing banking competitiveness by fostering excellent human capital internally requires dealing effectively with conflict, which consumes much managerial time. Therefore, this study examines the correlation between interpersonal trust, task conflict, relationship conflict and moderate effect of pay-for-performance plans (group/ individual incentive plans). Conflict is divided into two groups: task conflict and relationship conflict. Bank employees are examined via a questionnaire survey. Subsequent data are analyzed using statistical, confirmatory factor and hierarchical regression analyses. Analysis results indicate that trust enhances the degree of task conflict. Additionally, trust adversely impacts the degree of relationship conflict. Moreover, while influencing the correlation between trust and task conflict, pay-for-performance plans does not influence the correlation between trust and relationship conflict.

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