南華大學機構典藏系統:Item 987654321/27165
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    题名: The Moderating Effect of Locus of Control on Customer Orientation and Job Performance of Salespeople
    作者: 紀信光;Chi, Hsin-Kuang
    貢獻者: 企業管理學系
    日期: 2010-12
    上传时间: 2019-06-13 14:31:38 (UTC+8)
    摘要: Service industry has been growing fast recently in Taiwan. Its total output value and number of employees exceed production industry and become the biggest industry in Taiwan. Therefore, in order to increase competitiveness, salespeople need not only to provide the best service to customers but also pay more attention to customer satisfaction. However, because of different personality traits, salespeople will behave differently. Thus, customers may perceive service difference from salespeople, and it will affect customer purchase decision. This study uses customer orientation as the antecedent variable, job performance as the dependent variable, locus of control as the moderator to examine where there is a moderating effect of locus of control on customer orientation and job performance of salespeople.The samples are collected from salespersons who work in insurance sales, car sales, direct sales, retail sales, department store counter, and real estate brokers. Total 420 copies of questionnaires were dispatched and 339 copies were collected. The response rate is 74%. The study finds that customer orientation and internal locus of control are positively and significantly affected to job performance. Moreover, internal locus of control has no moderation effect on customer orientation and job performance but external locus of control has a moderating effect on customer orientation and job performance.
    關聯: The Business Review
    vol. 16, no. 2
    显示于类别:[企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 期刊論文

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