Study on Correlation among Organizational Justice, Trust, Organizational Citizenship Behavior and Job Performance—an Example on Sales Representatives of a Certain Insurance Company

• Main Authors: Bo-jie Lian, 梁博傑
• Other Authors: Yi-Chun Huang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/83517904282576550995

碩士 === 樹德科技大學 === 金融保險研究所 === 95 === Selling of insurance products depends on continuous searching of customers of sales representatives via visits, interviews, products explanation and post-sale service to be completed. In marketing, insurance is regarded unsought goods (Kotler, 1983), which mean, although aware of the existence of the products, consumers do not understand that they need the products. Therefore, after aggressive advice by sales representatives, consumers are stimulated to purchase. Therefore, it is worthwhile to further explore the selling, job performance and influential factors of insurance companies. The purpose of this study is to explore the correlation among organizational justice, trust, organizational citizenship behavior and job performance and further discuss whether organizational justice affects organizational citizenship behavior via trust; whether organizational justice affects job performance of sales representatives of insurance companies via trust; whether organizational justice affects performance of sales representatives of insurance companies via organizational citizenship behavior and whether trust also affects job performance of sales representatives of insurance companies via organizational citizenship behavior. From the 300 valid questionnaires from employees at a certain insurance company, it is found: organizational justice positively affects organizational trust, organizational citizenship behavior and job performance. Organizational trust positively affects organizational citizenship behavior and job performance. In the path analysis, the researcher further discovers: in the correlation among distribution justice, trust and organizational citizenship behavior, organizational trust has partial intermediary effect; in the correlation among procedural justice, trust and organizational citizenship behavior, trust has complete intermediary effect. In procedural justice, trust and job performance correlation, trust has complete intermediary effect; in procedural justice, organizational citizenship behavior and job performance correlation, organizational citizenship behavior has complete intermediary effect; in correlation among trust, organizational citizenship behavior and job performance, organizational citizenship behavior has complete intermediary effect.