Chapter 5 Research results and theoretical/ managerial implications 48
5.3 Limitations and future research
Although the field of human resources management, psychology and management has a long, rich history related to the study and understanding aspects of employee attitudes and job satisfaction, some may be very research specific and focused while other studies provide practical guidance on understanding measuring and improving employee attitudes (e.g. Edwards, and Fisher, 2004; Kraut, 1996).
The study was an attempt to explore the interrelationship between sales quotas, customer orientation, job satisfaction and turnover intention- a topic of significant importance in not only sales contexts but also the general domain of human resource management and marketing, and the impact of sales quotas has been an aspect that has been considerably under-researched. The implication of this research should be appraised alongside limitations pertaining to research design, data collection and theory. To begin with research design, more factors should be taken into consideration related to the subjects under examination, like motivational impact of sales quota, the relevant consequences for quota achievement failure with respect to salespeople’s customer orientation, ethical behavior, job satisfaction and turnover intention. The sales quotas are different across different institutions and the interpretation of sales quota for individual would also vary, future research could further clarify on this aspect and have a standardized comparison across the industry will provide a more precise result on its effects. The conceptual framework did not taking other possible moderators such as personality, self-esteem and professional expertise into account while considering a salesperson’s customer orientation relationship. Secondly, the sample data size collected for the research could be extended and that banks offering such services of wealth management could be collected and compared for the managers and HRM personnel to understand how certain firms create more satisfied employee than others.
Future direction of employee attitude research will help to better understand the interplay between the person and the situation and the various internal and external factors that influence employee attitudes. In particular, a better understanding of the role of emotion as well as broader environmental impact is needed and has been largely overlooked in past researches.
In addition, ongoing research related to this topic will provide more in depth understanding of the effects of employee attitudes and job satisfaction on organizational measures, such as customer satisfaction and financial performances.
Both customer and employees are the most valuable assets for a corporation. In order to better serve company’s external customer, companies need to cautiously examine and understand the factors that are critical to satisfy their “internal”
customers, which in turn once satisfied, will enlarge its satisfaction via better customer relation and better performance to generate greater profit for the firm.
With results yield from further researches may be useful for the management team to design a series of training programs that foster happy employees, greater organizational commitment and higher customer satisfaction and lastly better profit maximization and company goodwill. Enhanced insights on the relationship between employee attitudes, management policy and business performance will assist human resources professionals to better understand as they strive to enhance the essential people side of the business in this highly competitive, rapid changing global arena.
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Appendix I: Sample Survey Questionnaire (in Chinese)
親愛的理財顧問：您好！
這是一份學術性的問卷，主要目的是在探討銷售責任額對理財從業人員針對客戶服務 導向、工作滿足與離職意願的影響，希望能得到您的協助與支持。懇請您撥出幾分鐘的時 間填寫這份問卷，問卷中無所謂對或錯，您的寶貴經驗就是最好的答案，敬請您依實際的 感受或情況，分別就每一個問題表示您真實的看法。
本問卷是採不記名方式，您所提供的任何資料僅供學術分析使用，內容絕對保密，敬 請安心填答且請不要遺漏任何一題，以免造成無效問卷。
您的意見關係到本研究的成敗，期盼能得到您的協助；填妥後煩請將本問卷交由發卷 同仁收回，對於您於百忙中鼎力協助與支持，謹此致上最衷心的感謝。
敬祝您 業績蒸蒸日上! 身體健康! 萬事如意!
國立中山大學企業管理研究所 指導教授 ： 劉維琪 博士
陳世哲 博士
研究生 ： 黃佩琪 敬上
第一部分：下列問題主要是用來描述 您對業績責任額達成困難度的 認知，請依您真正的想法，在適當的“F”中打“V”，請不要漏掉 任何一題！
非常不同意 不同意 普通 同意 非常同意
1. 我認為我被分配到的責任額是很難達成的。•••••••••••• F F F F F
2. 完成被指定的責任額，對我而言是件很容易的事。••••••• F F F F F
3. 一般而言，我能完成責任額的機率約有：F20%以下F21~40% F41~60% F61~80% F81%以上
第二部分：下列問題是在描寫一般理財人員在銷售過程中可能有的行 為與情境，假設您身為情境中的主角，請根據您主觀的想法，在適當 的“F”中打“V”，請不要漏掉任何一題！
非常不同意 不同意 普通 同意 非常同意
1. 我儘可能協助客戶達成他的目標。•••••••••••••• F F F F F
2. 我儘可能讓客戶與我討論他的需求。•••••••••••••• F F F F F
3. 對於客戶有關服務方面的問題，我會竭盡所能去找出正確的答案。 F F F F F
4. 我儘可能讓客戶對本公司服務的預期與實際狀況相符。••••• F F F F F
第三部分：下列問題是在描寫 您對目前工作的觀感，請依 您個人目 前的情況及感受，在適當的“F”中打“V”，請不要漏掉任何一題！
非常不同意 不同意 普通 同意 非常同意
1. 我滿意目前工作的忙碌程度。•••••••••••••••• F F F F F
2. 我滿意目前這個工作賦與我獨自發揮能力的機會。•••••••••• F F F F F
3. 我滿意目前這個工作，常常讓我有經歷不同事情的機會。••••• F F F F F
4. 我滿意這個工作讓我在親友、鄰居間獲得好評與認同。••••• F F F F F
5. 我滿意上司對待部署的方式。••••••••••••••••• F F F F F
6. 我滿意上司做決定的能力。••••••••••••••••••
F F F F F
7. 我滿意目前的工作不會違背我的道德原則之程度。•••••••
F F F F F
8. 我滿意目前工作的穩定性。•••••••••••••••••• F F F F F
9. 我滿意目前的工作能替他人服務的機會。•••••••••••• F F F F F
10.我滿意對於工作中能指導他人做事的機會。•••••••••• F F F F F
11.我滿意自己的能力或專業技能擔任現職的工作機會。••••••
F F F F F
12.我滿意對於組織執行政策的方法。••••••••••••••• F F F F F
13.我滿意目前所承擔的工作量和公司所支付的薪資。•••••••• F F F F F
14.我滿意對於目前工作所給予的晉升機會。•••••••••••• F F F F F
14.我滿意對於目前工作所給予的晉升機會。•••••••••••• F F F F F