催收專員工作價值觀對留任意願的影響研究──主管領導型態之調節效果

Research on the Influence of Collection Commissioner's Work Values on the Willingness to Stay - Leadership Style of the Supervisor is the Adjustable Variable

本研究探討催收人員的工作價值觀對留任意願的影響，並考慮催收主管領導的調節效果。以信用卡催收業務為研究範圍，研究對象則為負責信用卡轉銷呆帳後之金融機構及金融資產管理公司之催收專員為研究之樣本。用問卷調查方式回收樣本資料，共發出 305 份問卷，刪除問卷後回收問卷數為 303 份，回收率為 99.3%。研究結果顯示：(1)催收專員之外在及附加工作價值觀對組織留任意願具有顯著影響。(2)催收專員之外在及附加工作價值觀對專業留任意願具有顯著影響。(3)轉換型主管領導型態於催收專員的工作價值觀對組織留任意願與專業留任意願具部份顯著調節效果。(4)交易型主管領導型態於催收專員的工作價值觀對組織留任意願與專業留任意願均不具調節效果。

The research observes the influence of work values of collection specialists on organizational employee retention and whether variant of leadership styles have moderation effect. The research is limited to debt collection, the financial institutions in charge of writing off bad debts and collection specialists of AMC are objects of the research sample. Survey method was used to collect sample data, with the valid rate of 99.3%, 305 questionnaires were sent out, 303 of which were retrieved after removal of invalid ones. The results indicate the following conclusions.
i. Extrinsic and added work values of collection specialists have significant effect on organizational employee retention.
ii. Extrinsic and added work values of collection specialists have significant effect on professional employee retention.
iii. Transformational leadership has noticeable moderation effect on relation between
work values of collection specialists and professional employee retention.
iv. Transactional leadership has no moderation effect on relations between work values of collection specialists and both professional and organizational employee retention.