| Summary: | 碩士 === 國立臺灣科技大學 === 企業管理系 === 96 === Over-the –Counter has become the new business model for banks in Taiwan. However, this new business model also shifts the employees at the bank’s counter from single task to multi-task job. This change in task assignment needs a new type of performance evaluation system to align the interests between employees and managers. This thesis applies incentive contract theory (Milgrom & Roberts, 1992) to construct a multi-task performance evaluation system to resolve this agent problems associated with over-the-counter service.
We have two empirical findings from this research. One finding from the incentive intensity principle is that the weight of each performance measure should be in the following decreasing order: (1) revenue measure, (2) behavior measure, (3) learning and innovation measure, (4) customer’s satisfaction measure, and (5) operation measure. The other finding is that the better the fit of the actual weight of performce measures to the theoretical ones, the higher the performance of bank’s branch.
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