隨著行銷概念與顧客導向意識的抬頭，如何有效向顧客推銷產品、同時提供各種資訊說服顧客購買，有賴業務人員的努力；因此，業務人員如何展現出良好的工作績效，對於服務業的生存而言乃是最重要的關鍵。以往研究雖曾針對業務人員的人格特質與工作績效的關係進行探討，然而其結果並不一致，且人格特質究竟會透過何種中介歷程影響工作績效？在過去的研究中較少加以深究。 基於上述，本研究擬以壽險業務人員為研究對象，進而探討其人格特質是否透過工作心情、工作態度與行為而影響工作績效。本研究以問卷調查法進行調查，選擇單一壽險公司的業務員做為樣本，並同時收集業務員前期績效資料做為控制之用。本研究實得有效樣本380份，有效問卷回收率為76 %；統計分析採驗證性因素分析與結構方程模式分析，以進行假設驗證。 本研究之結果發現：1. 五大人格特質中，盡責性人格對工作績效有正向影響，而開放性對工作績效則有負向影響；2. 正向工作心情對工作績效有正向影響；3. 盡責性、外向性、合群性、開放性人格對正向工作心情有正向影響；神經質人格對負向工作心情有正向影響，而盡責性、外向性人格者對負向工作心情則有負向影響；4. 正向工作心情對工作滿意、正向情緒表達均有顯著正向影響，對情緒耗竭與離職傾向則有顯著負向影響；而負向工作心情對於工作滿意度、正向情緒表達有顯著負向影響，對於情緒耗竭與離職傾向則均有顯著正向影響；5. 工作態度與行為對工作績效的關係中，僅工作滿意對工作績效有正向顯著影響；6. 業務人員人格特質會透過正、負向工作心情與工作滿意的中介，進而影響工作績效。 針對本研究之研究結果，提出三點管理上的建議，及未來研究的方向；而研究結果與研究限制，亦於內文中詳加討論。 The relationship between salespeople's personality and job performance has been the focus in the field of organizational behavior field, however, the mediating mechanism was neglected in past studies. In order to fill the literature gap and extend the theory domain, the purpose of this study is to explore the mediating effects of work mood, work attitudes and behaviors on the relationships between salespeople's personality and job performance. We selected 380 insurance salespeople from a single company as our sample. The structural equation modelling analysis was conducted to test our hypotheses. Moreover, we also collected the performance data in two time periods for controlling the effects of the past performance on our model. The results were listed as follow: 1. Conscientiousness is positively related to job performance, while openness to experience is negatively related to job performance; 2. Positive work moods is positively related to job performance; 3. Conscientiousness, extraversion, agreeableness and openness to experience are positively related to positive work moods, while neuroticism is negatively related to positive work moods; 4. Neuroticism is positively related to negative work moods, while conscientiousness and extraversion are negatively related to positive work moods; 5. Positive work moods is positively related to job satisfaction and positive emotion display, while is negatively related to emotional exhaustion and turnover intentions; 6. Negative work moods is negatively related to job satisfaction and positive emotion display, while is positively related to emotional exhaustion and turnover intentions; 7. Job satisfaction is positively related to job performance; 8. The relationships between salespeople's personality and job performance are partially mediated by work moods and job satisfaction. According to the research findings, we also propose three managerial implications and directions for future research. The research limitations are also discussed in detail.
