A Study on the Effect of Customer Participation on the Financial Planner's Job Involvement

• Main Authors: Alex Chang, 張愷育
• Other Authors: Chou,Chine-Heng
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/95049395412250284436

碩士 === 中國文化大學 === 國際企業管理研究所 === 95 === ABSTRACT The research is based on population statistical variables between each group of consumers to discuss the relationship between custom-ers’ participation and the employees’ job involvement. The purpose is to understand how different participation behaviors of customers’ in-fluence the job involvement of financial planners. Based on the re-search result, this study discussed the relationship among customers, employees and organization and further enhanced an organization to make more efficient decisions, employees to achieve stronger self-esteem and customers to obtain the best rewards and compensa-tions. Employees’ job involvement has been considered a key to an or-ganization’s efficiency and productivity. Recently, customers’ partici-pation has received much attention as one important business phi-losophy. Customers’ participation in the service delivery process of an organization can have an impact on the system and climate of the or-ganization which could influence the job involvement of the employ-ees of the organization. The purpose is to strengthen the theory be-tween customers’ participation and the employees’ job involvement from two-folds. One is to construct a scale for measuring customers’ participation. The other is, based on the customers’ participation scale, to investigate the relationship between customer participation and the job involvement of financial planners.The respondents of this research are the financial planners of the banks in Metropolitan Taipei. A total of three hundred and fifty questionnaires were distributed. Two hun-dred and eighty five questionnaires were returned, of which two hun-dred and sixty -one were valid. The response rate is 74.58%. The results show that the customers’ participation behaviors in-cluding information sharing, responsible behavior, personal interac-tion, and substitutes for leadership, and the overall participation be-havior (i.e., the combination of the four dimensions) are all positively related to the job involvement of financial planners. The results further show that the explanation power of all these five variables is greater than the control variables included in this research (i.e., work ethic commitment, self-esteem, skill variety, feedback, supervisory consid-eration, participative leadership).