A银行信用卡销售人员选拔量表编制研究

上海交通大学硕士学位论文A银行信用卡销售人员选拔量表编制研究姓名：周晓君申请学位级别：硕士专业：应用心理学指导教师：颜世富20080101AAASTUDYONTHEMEASUREMENTSCALEFORTHESELECTIONOFCREDITCARDSALESSTAFFOFBANKAABSTRACTNowadays,Chinaisshiftingfromapayingbycashagetoapayingbycreditcardone.Asanewfinancialtool,thecreditcardmarketismoreandmorebooming.Thedomesticresearchliteratureofcredictcardislittlerelatedwithcreditcardsalesstaff.However,creditcardsalesinChinahaveenteredtheeraofbrandmarketing,andtherequesttosalesstaffishigherandhigher.Therefore,thereisanurgentneedofseniorcreditcardsalespersonnel.Throughcreditcardsalesstaffcompetency,thispapertriestobuildcompetencymodelandameasurementscale,inordertoprovidescientifictheoriesandmethodstotheirselection.Basedontheempiricalanalysisofacertainnumberoftrans-regionalcreditcardsalesstaffofBankA,thisstudyusesquestionnaires,interviewandpsychologicaltestforthecollectionofcompetencyevaluationinformation,quantitativeanalysismethodforthecollectionofextractedevaluation,quantitativeanalysisandqualitativeanalysismethodforthefinalestablishmentofcompetencymodel.Theresultsshowthat:thecompetencymodelofcreditcardsalesstaffmainlyincludesachievementmotivation,commercialinterest,internalcontrol,stability,adaptability,sociability,integrityandself-confidence.OnthebasisofthecompetencymodelCompetency,thisstudymakescompetencytestingquestionnaireofcreditcardsalesstaff,anddoesquestionnaireitemanalysis,reliabilityanalysis,validityanalysis,exploratoryfactoranalysisandstructuralequationmodelverificationofthequestionnairetoensureitsapplicabilityandpreciseness.Theresultsshowthat:theeightcompetencyelementscomposethreefactors,namedasadaptability,motivationandvalues,whichmatchtheonionmodel;themeasurementscaleisofhighreliabilityandvalidity.ThisresultcanserveasanimportantreferenceforB-O-ConSalesStaffrecruitingandselecting,training,performanceassessment,comprehensivequalityassessmentandsuchHRmanagementaffairs.KEYWORDSCompetencyModel,Reliability,Validity,FactorAnalysis,StructuralEquation,CreditCard–1–1.11.1.1201985198619881999AC(ACNielson)2004200318%200422%Visa200480%100%20062500200910002010(5000)1.551002402010301.1.2–2–1PC23WT01.2–3–1.31.41.4.11–4–11.4.21123123αSpearman-BrownGuttman4–5–23A45–6–2.1RobertWhite1959DavidMcClellandCompetencyCompetencyModel2060McClelland1973McClellandMcClellandBehaviorEventsInterviewBEIMcBer&companyHayGroupHay-McBer2080MCIMcBer&companyattributeapproachMCIperformanceapproach2.22.2.1McClelland1973–7–Boyatzis19821988Woodruff1991Fletcher1992Lyle.M.Spencer1993Fleishman,Wetrongen,Uhlman,&Marshall-Mies1995Leord1995Cockerill1995ByhamMoyer1996(BehavioralCompetencies)(KnowledgeableCompetencies)(MotivationalCompetencies)Mirable1997Scott.B.Parry1998Green1999Sandberg2000Tett20002000–8–2002(behavioralcharacteristics)2003252.2.21Kanungo&Misra(1992)(Parry,1998)(Antonacopoulou&Fitzgerald,1996)2(Markus,Cross&Wurf,1990)3–9–4AMA/McBer2.2.312McClellandThresholdCompetencyDifferentiatingCompetencyMcClelland19932Spencer1–10–McClellandMcClelland197123452Boyatzis19823312345–11–673442.32.3.1–12–CoreCompetency2.3.2Chomskin2.3.3DavidMayerHerbertGreenberg1.2.3.4.RobertMoryStamMossBollieE.ShapiroBollieTillman38–13–StantonBuskirk1.2.3.4.5.1.2.3.4.5.6.7.8.9.10.11.12.12345–14–5112323–15–452.3.41JobCompetenceAssessmentMethodGeorgeKlemp,Jr.(1982)1231–16–234562345–17––18–3.1A14340100126143114949%5151%18-234431%24-297955%30-391410%40-4964%8761%5639%4330%7653%2417%04733%13323%2-55136%6-1096%1132%04733%16646%2-53021%3.2–19–1239030604034819131191002248%19%13%11%9%4A2126835SPSS13.03.33.3.1A1SPSS13.0–20–3F0.4770.2150.6440.3531.3150.2720.4730.9690.3820.8610.5110.7280.5312.2160.11330.050.05123452A:–21–3A7171%3012345640123–22–A13235VIPA1234123–23–453.3.2AA304100495130A6B10C10D44561A:AB:90%411–24–4AAAB171%91%242%89%341%82%436%77%528%66%626%65%726%63%825%63%923%60%1022%60%1122%59%1221%56%1321%56%1420%55%1519%55%1619%52%1719%51%1817%49%1917%49%2016%47%2116%45%2216%43%2315%43%2414%43%2513%40%2612%40%2712%35%2811%34%299%32%307%31%2AA:AB:–25–80%55AAAB173%92%243%90%339%88%435%86%533%69%631%69%731%67%824%63%922%61%1022%59%1122%57%1220%57%1320%55%1420%55%1520%53%1618%53%1718%53%1818%51%1916%49%2016%49%2116%47%2216%47%2316%45%2416%45%2512%43%2612%41%2710%37%288%37%296%33%306%27%3AA:AB–26–:80%66AAAB169%90%249%90%345%84%433%78%529%75%629%65%725%65%824%63%924%63%1024%63%1122%61%1220%59%1320%59%1418%53%1518%51%1618%49%1718%49%1818%47%1916%47%2016%43%2116%43%2214%43%2314%41%2412%41%2512%39%2612%39%2710%33%2810%31%2910%31%308%25%467A89AB68–27–790%10%20%30%40%50%60%70%80%135%31%43%24%31%22%16%73%16%18%20%22%218%14%29%10%25%16%10%69%12%14%18%20%6–28–0%10%20%30%40%50%60%116%16%12%22%20%16%10%8%6%18%20%39%12%16%20%6%18%33%216%16%12%24%22%18%12%10%8%20%24%45%18%24%29%18%33%49%70%20%40%60%80%100%190%53%69%63%57%37%53%67%47%86%55%37%59%51%45%47%92%33%41%263%33%51%47%41%25%43%59%39%78%49%31%53%47%41%43%90%31%39%8–29–0%20%40%60%80%100%188%45%61%57%49%53%49%69%43%27%55%290%49%65%63%61%65%63%84%59%43%75%93.43.4.1120234–30–810105327879810103.4.21–31–12343020402123453–32–12345412345512AA–33–3A461234A5712348–34–1234A3.4.