本研究以職能理論為基礎，透過對業務人員與保險業務人員的角色及職能理論的文獻探討，結合過去一些業務人員職能理論的相關研究資料，整理出保險業務人員的工作職能：衝擊與影響力、成就動機、主動積極、人際暸解、自信心、客戶服務傾向及道德行為，根據這些做成問卷量表。量表以本研究者所工作之某外商保險公司績效前20%的業務人員為研究對象，進行問卷調查及統計分析，萃取出7個因素，與指導教授反覆討論過後，為此7個因素命名為：同理心、成就傾向、親和性、自信心、顧客服務、道德行為、衝擊與影響力。實証結果發現，除了同理心與親和性兩個職能無顯著相關，其他工作職能：自信心、成就傾向、顧客服務、道德行為、衝擊與影響力皆與員工績效有顯著相關，因此，本研究的假設：高績效保險業務員具有工作職能，獲得支持。此外道德行為、顧客服務、成就傾向經過相依樣本T檢定比較過平均數後發現，為影響績效最重要的前三項工作職能。

The theory of job competence which was brought to attention by McCelland in the early 1970's not only serves as a beacon in Human Resource development, but plays a significant role in the performance of a insurance industry. Today, customer rights has rising up and government rules are much stricter, therefore, agents quality has discreet importance to both the insurance company and customers. Furthermore, insurance agents resignation often causes customers payment losing and bother the company a lot. This research basis on job competency of life insurance agents and combine some other research. Refer to the research, conclude competence of life insurance agents : impact and influence, motivation, aggressiveness, understanding, self-confidence, customer service and morality. According to the previous studies, make the questionnaire. The table is basis on the research of top 20% insurance agents in some foreign insurance company. By survey and statistic, the professor and I have found some important characteristics: empathy, motivation, kindness and friendliness, self-confidence, customer service, morality, impact and influence. It has proved that, empathy and kindness and friendliness are not obviously link with competency of life insurance agents, but others have a strong connection. Therefore, this research has highly improved: excellent life insurance agents have seven important characteristics.

一、中文文獻
1.才能評鑑法-建立卓越績效的模式，（魏梅金譯）(民92)，台北市：商周出版。
2.呂旺坤(民84)，推銷員銷售態度及行為與工作績效關係之研究以汽車推銷員為例，私立大葉工學院事業經營研究所碩士論文，未出版，彰化縣。
3.村上良三(民77)，人事考核手冊－制度設計與應用（陳文光譯），台北市：台華工商圖書出版公司。
4.李美玉(民88)，西藥業業務人員專業核心職能之研究— 以某製藥公司為例，國立中央大學人力資源管理研究所碩士論文，未出版，桃園縣。
5.李樹中(民90)，業務人員專業職能需求研究－以某辦公室家具公司為例，國立中央大學人力資源管理研究所碩士論文，未出版，桃園縣。
6.李錫宗(民93)，壽險業務人員業績表現與個人因素之關係－以 A人壽保險公司為例，私立逢甲大學保險研究所碩士論文，未出版，台中市。
7.李靜琪(民91)，銷售才能與銷售績效關係之探討，國立中興大學企業管理研究所碩士論文，未出版，台中市。
8.李聲吼(民86)，人力資源發展的能力內涵，就業與訓練，15 (2)，51。
9.林正茂(民91)，紙器業銷售人員職能模式發展之個案研究—以正隆股份有限公司為例，國立雲林科技大學企業管理系碩士論文，未出版，雲林縣。
10.林金土(民94)，銷售流程與銷售績效關係之研究--以壽險業為例，逢甲大學保險研究所碩士論文，未出版，台中市。
11.林財丁、黃康齡(民79)，業務員人格特質及甄選評量表之研究，東海學報，31，399-418。
12.林裕盛(民87)，成交淩駕一切，台北市：平安文化。
13.洪榮昭(民85)，人力資源發展 3/4企業教育訓練手冊，台北市：師大。
14.徐兆琪（民93），業務人員職能量表之建立-以某電子科技公司為例，國立中央大學人力資源管理研究所碩士在職專班碩士論文，未出版，桃園縣。
15.許世軍（民70），現代行銷管理（3版），台北市：帝略印書館。
16.陳志豪(民88)，業務人員職能需求分析，以某壽險公司為例，國立中央大學人力資源管理研究所碩士論文，未出版，桃園縣。
17.陳志鈺(民90)，百貨業樓面管理人員職能量表之建立－以某百貨公司為例，國立中央大學人力資源管理研究所碩士論文，未出版，桃園縣。
18.陳榮宏、吳玫螢(民89)，ｅＨＲ醫ＨＲ，台北：酷才網股份有限公司。
19.葉勁之(民90)，賣保險的第一本書，台北：商周出版。
20.揚恭尊(民80)，壽險外務員行為影響顧客之研究，國立政治大學保險研究所碩士論文，未出版，台北市。
21.楊尊恩、林文政（民93），職能模式在企業中實施之現況調查，第九屆企業人力資源管理實務專題研究成果發表會，國立中央大學。
22.鍾燕宜(民91)，心理量表的發展與評量－以壽險業務員為例，國立交通大學經營管理研究所博士論文，未出版，新竹市。
23.魏子雲(民82)，壽險業務人員個人知覺及人格特質與績效間關係之探討，私立中原大學企業管理研究所碩士論文，未出版，桃園縣。

二、英文文獻
1.Adams, K. (1997). Interview with David McClelland, Competency, 4(3), Spring, pp.18–23. Retrieved November 2, 2005, from http://competencyandei.com/Interview-with-David-McClelland
2.Alexander, R. S. & the Committee on Definitions of the AMA. (1960). Marketing Definition: A Glossary of Marketing Terms, Chicago: AMA.
3.BASIS International. (2002). What makes a successful seller, How to make the Big Bucks Selling, BASIS International. http://www.basis.com/sales/selling/sellingbasis.pdf
4.Benge. (1956). By-products of job evaluation, Personnel Journal, Jul. Vol. 29, Iss. 000003, 94-100.
5.Boyatzis, R. E. (1982). The Competence Manager: A Model for Effective Performance, New York: John Wiley & Sons.
6.Busch, P. & Wilson, T. D. (1976). An Experiment Analysis of A Salesman's Expert and Referent Bases of Social Power in The Buyer-Seller Dyad, Journal of Marketing Research, 3-11.
7.Byham, W. C. & Moyer, R. P. (1996). Using Competencies to Build A Successful Organization, Development Dimensions International, 214-230.
8.Churchill Jr., G.A., Ford, N.M., Hartely, S.W., & Walker, O.C. (1985). The Determinants of Salesperson Performance: A Meta-Analysis, Journal of Marketing Research, 22, 103-118.
9.Derouen, Christianne, Kleiner, Brian H. (1994). New developments in employee training. Work Study, Mar/Apr. Vol. 43, Iss. 2, 13-17.
10.Dubinsky, A. J. and W. Rudelius. (1980). Selling Techniques for Industrial Products and Services: Are They Different?, Journal of Personal Selling & Sales Management (Fall/Winter), 65-75.
11.Erika R.. (1999). The 10 traits of top salespeople, Sales and Marketing Management 151(8) , 34-37.
12.Futrell,C.M.(2004), Fundamentals of Selling -Customers for Life through Service , NJ：McGraw -Hill Companies.
13.Greenberg, H.M., Weinstein, H.P. & Sidler, G. (1996). Best Producers Share Many Personality Traits. Best’s Review Prop/Casualty, 97(4), Aug., 48-52
14.Greenberg, H. M., ＆ Greenberg, J. (1986). Predicting sales success:Myths and reality. Personnel Journal, 622-627.
15.Heskertt, J.L., W.E. Sasser, and C.W. Hart. (1989). Service Breakthrough, The Free Press, New York.
16.Jackson, Jr., D. W., & Cunningham, W. H. (1988). Selling: The Personal Force in Marketing, New York: John Wiley Sons Co.
17.Knowles, Malcolm .(1980). Training As an Art Form, Training and Development Journal. Mar. Vol. 34, Iss. 3, 56-59
18.Kotler, P. (2003). Marketing Management: Analysis, Planning, Implementation and Control .(11th ed.). NJ：Prentice-Hall Inc.
19.Lamont, Lawrence M., ＆ William J. Lundstrom.(1974).Defining Industrial Sales Behavior: A Factor Analytic Study, Combined Proceedings.Chicago: America Marketing Association, 493-498.
20.Lucia, A. D. & Lepsinger, R. (1999). The art and science of competency models. San Francisco: Jossey-Bass Pfeiffer.
21.Mayer, D. & Greenberg, H.M. (1964). What Makes a Good Salesman?, Harvard Business Review, vol. 42, Jul.-Aug., 119-125.
22.Mansfield, Edwin, Lee, Jeong-Yeon. Research Policy. Amsterdam.(1996). The modern university: Contributor to industrial innovation and recipient of industrial R&D support, Oct Vol. 25, Iss. 7, 1047-1059.
23.McClelland, D.C. & Dailey, C. (1972). Improving officer selection for the foreign service, American Psychologist.
24.McClelland, D.C.(1973). Testing for competence rather than for intelligence, American Psychologist.
25.McLagan, P. A. (1980). Competency Models, Training & Development Journal, 34(12), 22-26.
26.McMurry, R. N. (1961). The Mystique of Super-salesmanship, Harvard Business Review, Mar-Apr.
27.Miner, J.B.(1962). Personality and Ability Factors in Sales Performance, Journal of Applied Psychology, 46(1), 6-13.
28.Milkovich, T. G., & Newman, M. J.(1999). Compensation, N.Y.: McGraw-Hill.
29.Moss, S.(1978). What sale executives look for in new salespeople. Sales and Marketing Management, Mar, 46-48.
30.Newsome S., Catano, V.M & Day, A.L.(2003). Leader Competencies : Proposing a Research Framework, The Centre for Leadership Excellence, Nova Scotia, Canada：Saint Mary’s University.
31.Parry, S.B. (1998). Just What Is a Competency? And Why Should You Care?, Training, June, 35(6), 58-64
32.Peak, L.(1980). A conceptual framework and process: For identifying the inservice needs of vocational educators serving special needs populations, Dept. of Vocational and Technical Education, MN：University of Minnesota.
33.Peterson, C. A., Wright, Ed, M. D., & Weitz, B. A. (1984). Selling: Principle and Methods, Homewood, I11.: Irwin.
34.Ralelin, J. A., & Cooledge, A. S.(1995). From generic to organic competencies, Human Resource Planning, 24-33
35.Reynold W,Mooney, Griffith, Scott,.(1993). Privatizing a distressed state-owned enterprise: Lessons learned through privatization work in Argentina's steel sector, Columbia Journal of World Business. Spring Vol. 28, Iss. , 36-45.
36.Robinson, D.(1981). The Salesman Ambassador of Progress, Journal of BusinessResearch, 8, 275-284
37.Spencer, L., & Spencer, M.(1993). Competence At Work: Models for Superior Performance, N.Y.: John Wily & Sons, Inc.
38.Sprio, R. L. and B. A. Weitz,.(1990). Adaptive Selling: Conceptualization, Measurement, and Nomological Validity, Journal of Marketing Research 27(February), 61-69.
39.Szymanski, D. M.(1988). Determinants of Selling Effectiveness: The Importance of Declarative Knowledge to the Personal Selling Concept, Journal of marketing 52 (January), 163-174.
40.Taylor, T.C.(1986). Anatomy of a star salesperson, Sales and Marketing Management, 49-51.
41.Woodruffe, C. (1991). Competent by any other name, Personnel Management, September, 30-33.