The Research on the Relationship among Sales Staff’s selling skill, Service Attitude and Job Performance, Use Psychology Contract as an Intermediate Variable.-A Case Study of Kaohsiung Department Store

• Main Authors: Chun-yen Wu, 吳俊彥
• Other Authors: Liang-Chih Huang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/qtjun2

碩士 === 國立中山大學 === 人力資源管理研究所 === 95 === The market scale of Taiwan department store expands unceasingly these years, and the competition is more intense than before. As a result, the research and discussion in the department store are more and more. The management style of department store in Taiwan becomes large scale, chain operation system, and internationalization. In addition to, might be joint venture or technological cooperation with overseas company. The major objective of this study is to examine the relationship among selling skill, service attitude, and job performance, moreover, using the psychology contract to an intermediate variable. To discuss, the intermediate effect to the selling skill, service attitude, and job performance. From this research, according to the analysis from six department stores with 349 sales staffs in Kaohisung. Analysis of the results will be present in below: First, the relationship between selling skill and job performance has positive correlation and effect significantly, then the satisfy level between selling skill and psychology contract has noticeable positive correlation and effect. The relationship between service attitude and job performance has positive correlation and effect obvious. Besides that, the satisfy level between service attitude and psychology contract also has positive correlation. In addition to, the satisfy level among psychology contract to the selling skill and job performance has intermediate effect partially, and the satisfy level among psychology contract to the service attitude and job performance also has a part of intermediate effect. Finally, the advice has been offered to the department stores, suppliers, sale staffs, and others researchers.