国有商业银行客户经理的胜任特征及其与工作态度的关系  

The Competency Model and Its Effectiveness on job attitudes of Relationship Managers of Chinese Commercial Banks

作　　者：郑晓明[1] 于海波[2] 王明娇[1] 

机构地区：[1]清华大学经济管理学院,北京100084 [2]北京师范大学管理学院,北京100875

出　　处：《科学学与科学技术管理》2008年第2期181-188,共8页Science of Science and Management of S.& T.

基　　金：国家自然科学基金资助项目(70572010)

摘　　要：在行为事件访谈等前期工作的基础上,得到1145份某国有商业银行客户经理360度调查的他评有效问卷,因素分析结果表明,客户经理胜任特征包括3方面11个胜任特征。层次回归分析结果表明:敬业精神和协作与工作满意度、情感承诺呈显著正相关,敬业精神与离职意向呈显著负相关,但信息搜集能力与离职意向呈显著正相关。In order to construct competency model of relationship managers of Chinese commercial banks and explore the relationship between competencies and job attitudes, such methods as interview, BEI （behavior group focus interview, subject matter experts were applied in one Chinese bank of one city. The data event interview）, of 572 were analyzed with exploratory factor analysis （EFA） and other 573 data were done with confirmatory factor analysis （CFA）. The results showed that the competency model of Chinese relationship managers of commercial banks contained 3 domains and 1 lfactors. The firs domain was customer service that was composed of customer need analysis, build and maintain the relationship between banks with customers, select customers, show products or services. The second domain was social competency that was composed of influence, cooperation, interpersonal communication. The third domain was individual cognition and characteristics that contained information seeking, learning, emotional moderation and conscientiousness. The results of hierarchical regression analysis showed that conscientiousness and cooperation positively related to job satisfaction and emotional commitment; conscientiousness negatively related to turnover intention, but information seeking positively related to turnover intention.

关 键 词：客户经理 胜任特征模型 国有商业银行 

分 类 号：F204[经济管理—国民经济] F832