程序擔責與參考架構訓練對績效考核正確度之影響-動機與能力整合觀點之實驗設計

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陳慧娟(Hui-Chuan Chen) 查詢紙本館藏

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論文名稱

程序擔責與參考架構訓練對績效考核正確度之影響-動機與能力整合觀點之實驗設計
(Improving the Accuracy of Performance rating: The effects of Process Accountability and Frame of Reference Training)

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摘要(中)

大多數組織的考核系統，缺乏擔責之控制與約束，造成多數考核結果的偏誤。這不但是績效考核失靈的主因，也對後續人力資源管理的影響甚鉅。不同於過去的研究，本研究把焦點放在探討「程序」擔責，對考核者行為產生的影響。另外，試圖驗證參考架構訓練，是否能協助考核者打出更正確的考核結果。最後，本研究整合了考核者動機與能力觀點，了解當考核者同時被要求程序擔責並接受參考架構訓練後，是否對考核品質產生正向的影響。本研究採2(有無承擔考核程序擔責)X 2(考核者訓練)的二因子實驗設計並募集了131名修習組織行為的大學生，對銷售人員進行績效考核。研究結果指出，程序擔責可減緩考核者對考核結果的寬容誤差，並對人際性績效構面之考核正確度有正向顯著的影響。參考架構訓練對各考核構面之考核正確度多有正向顯著的影響。整合考核者之動機與能力觀點，要求考核者程序擔責並接受參考架構訓練後，二者間的交互作用效果對考核正確度亦呈現了正向顯著的影響。最後，本研究針對研究結果進行討論並對後續研究與實務管理提出具體可行的建議。

摘要(英)

Most performance appraisal systems lack the force of rater’s accountability. Lacking rater’s accountability leads a lot of rating bias. These results not only affect the function of performance appraisal but also affect the later relevant human resource practices. The main focus of this study is about the relationships between rater’s process accountability , frame of reference training and rating accuracy.One hundred and thirty one raters were assigned to process accountability or no process accountability condition and either to a FOR training or no FOR training condition. Results showed that when raters who were asked to take process accountability,the raters provided less rating leniency compared to raters who were not asked to take process accountability. In training condition, raters who were trained by FOR training provided higher rating accuracy compared to raters who were not trained by FOR training. Process accountability and FOR training both have positive inferences for rating results. The interaction effect of process accountability and FOR training is significant to the rating accuracy.The study results also provide some empirical implications.

關鍵字(中)

★ 考核程序擔責
★ 考核者動機
★ 參考架構訓練與考核正確度

關鍵字(英)

★ Leniency and Halo effect.
★ Process accountability
★ FOR training
★ Rater’s motivation
★ and Rating accuracy

論文目次

目錄頁次
授權書 ………………………………………………………………………… I
中英文摘要 ………………………………………………………………………… II
誌謝 ………………………………………………………………………… III
表目錄 ………………………………………………………………………… VII
圖目錄 ………………………………………………………………………… IX
第一章緒論………………………………………………………………… 1
第一節研究背景……………………………………………………………… 1
第二節研究動機……………………………………………………………… 2
第三節研究問題……………………………………………………………… 7
第四節研究目的……………………………………………………………… 8
第五節研究預期貢獻……………………………………………………… 8
第二章文獻探討………………………………………………………… 10
第一節企業績效考核之品質與人力資源管理…………………………… 10
第二節擔責的定義與類型………………………………………………… 17
第三節考核擔責的影響…………………………………………………… 30
第四節參考架構訓練的內涵對考核結果的影響………………………… 41
第五節考核擔責與參考架構訓練之交互作用效果對考核品質的影響－考核者之動機與能力整合觀點………………………………
46
第三章研究方法…………………………………………………………… 49
第一節英語課程銷售人員之工作內容與所需職能……………………… 49
第二節實驗參與者…………………………………………………………. 50
第三節實驗設計與程序…………………………………………………… 50
第四節變數與衡量………………………………………………………… 56
第五節實驗操弄檢測……………………………………………………… 61
第四章研究結果…………………………………………………………… 64
第一節實驗之描述性統計結果…………………………………………… 64
第二節程序擔責與參考架構訓練二因子變異數分析…………………… 72
第三節各組多重比較之結果………………………………………………… 76
第四節自變項對各別考核項目正確度影響之變異數分析結果 ?
77
第五章結論與討論………………………………………………………… 80
第一節結論與討論…………………………………………………………… 80
第二節管理意涵…………………………………………………………… 83
第三節研究限制與建議…………………………………………………… 85
參考文獻 …………………………………………………………………… 87
?
附錄 ………………………………………………………………………… 99
附錄一英語課程銷售人員績效評估表…………………………………… 99
附錄二考核者訓練…………………………………………………………… 101
附錄三績效考核程序引導書面手冊……………………………………… 102
附錄四程序擔責之書面報告……………………………………………… 103
附錄五訓練組受試對象之訓練用教材…………………………………… 108
附錄六銷售人員之銷售技巧考核之錄音內容…………………………… 115
附錄七英語課程銷售人員之績效評估表格……………………………… 122
附錄八英語課程銷售人員職能定義與尺度……………………………… 123
附錄九專家對英語課程銷售人員之績效考核評分結果………………… 131
附錄十英語課程銷售人員的績效指標之程度…………………………… 132
附錄十一本實驗之操弄檢測…………………………………………………… 134
表目錄
表2-1 國內績效考核正確度或有效性之相關研究整理……………… 14
表2-2 擔責的定義…………………………………………………………… 20
表2-3 擔責的來源…………………………………………………………… 25
表2-4 擔責類型之整理……………………………………………………… 26
表2-5 考核擔責類型對績效考核結果影響之實證研究………………… 34
表2-6 結果擔責及程序擔責對決策行為影響之相關研究……………… 39
表2-7 參考架構訓練對考核者之影響的相關研究……………………… 44
表3-1 本各實驗組別與人數……………………………………………… 51
表3-2 三種錄音內容之腳本設計及專家評分平均分數………………… 54
表3-3 英語課程銷售人員績效考核表格………………………………… 59
表4-1 各實驗組別之描述性統計資料…………………………………… 64
表4-2 各實驗組別之年齡分佈…………………………………………… 65
表4-3 程序擔責之操弄檢測結果………………………………………… 66
表4-4 參考架構訓練之操弄檢測結果…………………………………… 66
表4-5 程序擔責Ｘ訓練組之程序擔責操弄檢測結果…………………… 66
表4-6 程序擔責Ｘ訓練組之參考架構訓練操弄檢測結果……………… 66
表4-7 四組原始考核分數之平均數與標準差…………………………… 67
表4-8 四組依變項之平均數與標準差…………………………………… 68
表4-9 程序擔責組觀察及記錄之績效行為類別………………………… 71
表4-10 變異數分析結果……………………………………………………… 72
表4-11 各組依變項之平均數多重比較(採LSD法)……………………… 75
表4-12 自變項對各別考核項目(正確度)影響之變異數分析…………… 78
圖目錄
圖1-1 本研究概念圖………………………………………………………… 7
圖2-1 影響擔責之過程的整合模型………………………………………… 24
圖2-3 考核者動機與能力的交互作用對考核品質的影響………………… 47
圖4-1 四組績效考核正確度分數比較……………………………………… 67
圖4-2 有無程序擔責之月暈效果、寛容誤差及正確度比較……………… 69
圖4-3 有無參考架構訓練之月暈效果、寛容誤差及正確度比較………… 70
圖4-4 程序擔責與參考架構訓練對考核正確度之交互作用圖………… 74

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指導教授

林文政(Wen-Jen Lin)

審核日期

2009-7-12

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