ปัจจัยที่ส่งผลต่อประสิทธิผลการทำงานของพนักงานขายในธุรกิจขายตรง

!

"

FACTORS AFFECTING ON PERSONAL SELLING0S EFFECTIVENESS IN DIRECT SALES BUSINESS

56 !7 8

9 :;6 <;

=>8 2547

.. !"#$%&' '(%%)*+)+&' %,)+) - ./0 ) )!

) 1(0!/2&),

-.%& ) ." . 00 %&0)/0. ./+2. )0.!/0.

) . .& ' 45 00! %&

/6.). & "./' . . '+ . &

.. !" . "/07 045 %&6 - ' %)/)

%&' / &6 !"#$ ) /6 ,.//& )/+2. ()(

#$'+& ' / &6%&/6(/89:/2.& %&

) +)+!*.%& ..6/"; ) .*#)6 - .,/ . .0' !&) 0.*!) 1(0!/2&),

)% $0&

0) . 2549

:

! : " #$

: #%&' %() * + * ,*- : 2549

)%'

23

*4 %-23+5$ ) %%"$(*

)$ 26*&)*%*

!"#

(Purposive Sampling) 28 7 2240 : 7;<7=#= 2198 ;!@A

B" 98.12 7=D BE: 7!;"FD B @!G@ SPSS/PC⁺

K!#LM (Descriptive Statistics) : 7K B" ( D BB7M"

;;B) B"K ## (Inferential Statistics) : Simple Correlation (Pearson r) One-Way

ANOVAB" Regression ( D BB7M"#) !;"FD B

) )')%*

#*"*"#* !')%*

* 7' 2 ')%*%8'9%3 ') 1 ')%* ')) 26" ') 2 %*%- " %*! *

%**& * !%- %*5 %*'%

)) ")) *26 " %*!%"!*

*')

2%-7' & Regression Analysis " One-way Anova 23')

**K 1- 10 ) )2 %99 *%**-2&))

&

%%8 : 7' &

Research Title : Factors Affecting on Personal SellingUs Effectiveness in Direct Sales Business

Name of Researcher : Miss Kingkeaw Pornapiraksakul

Name of Institution : Marketing Department, Business Faculty, Sripatum University Year of Publication : B.E. 2006

ABSTRACT

The objectives of this research, iFactors Affecting on Personal SellingUs Effectiveness in Direct Sales Businessj, were to study personal factors and job characteristic factors which affecting the effectiveness on sale person in direct-sales business.

Questionnaire has been chosen to be the instrument for collecting data. Using purposive sampling, there were 2198 respondents from 28 direct-sales business returned the questionnaires.

SPSS/PC program was used to analyze data such as means, percentage, and mode for descriptive statistic and simple correlation, one-way ANOVA, and regression for inferential statistic.

Findings indicated that all factors in this study have strongly significant to the effectiveness of direct-sales person which are following: 1. role of sale person factor; 2. employee satisfaction to organization and group leader; 3. employee satisfaction to his/her colleagues; 4. motivation; 5.

satisfaction; 6. convergent of role; 7. role planning; 8. self-definition; and 9. customer satisfaction, in respectively.

Results from regression analysis and one-way ANOVA showed that all independent factors in this study have correlated to the effectiveness of direct-sales business.

Keywords : Sales Effectiveness, Direct-Sales business, Personal Selling

)

1 )... 1 ;!@AB";;7bD#@cb...

7K @"#;FD#7...

KdD#7...

D!DKD#7...

;...

7LF!eL"...

@"FE;": 77...

1 3 3 5 6 7 8 2 2" 2 ... 9 fgE #7...

#7E!ED #...

9 32 3 "!7... 40 @"B"B K7#...

!;<E#<E 7...

7@"B#LD...

!;<E#<E !GD B...

!;"FD B...

40 41 41 42 57 4 !;"FD B... 58 B!;"FD B...

Kd...

59 91 5 @ j@B B" D !"... 98 @B7...

j@B7...

D !"7...

98 108 126 )( *uuuuuuuuuuuuuuuuuuuuuuuuuuuuuu... 131

#% uuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuu 134 #% &3)$ uuuuuuuuuuuuuuu.. 135 #% ")))4*uuuuuuuuuuuuuuuuuuu 137 ! ... 141

4.1 ... 59

4.2 ... 60

4.3 '( )*+... 60

4.4 ,-'... 61

4.5 ''./... 62

4.6 012./' 3'(Point Value

: PV) AAAAAAAAAAAAAAAAAAAAAAAAAAAAAA 62

4.7 '(3/( 3/)C 1

(D 3 (...

63

4.8 '(3/-FG-'/./G

H./HI-...

65

4.9 32 ((J '(3/ '( -F

G-'/./GH./

- 1 '(3,H((-K...

66

4.10 ' ' L/((+((

MI...

67 4.11 ' ' L/((+'DCJ

3N...

67 4.12 ''L/(3,H((

-K...

68 4.13 32 ((J '(3/ '( -F

G-'/./GH./

- 2 '(33(( ...

69

4.14 ' ' L/((

,/H3(3...

69 4.15 ''L/(+O/I D

...

70

4.16 ' ' L/('(33H

((-K...

70 4.17 32 ((J '(3/ '( -F

G-'/./GH./

- 3 G((...

71

4.18 ' ' L/(G((... 71 4.19 32 ((J '(3/ '( -F

G-'/./GH./

- 4 3HH...

72

4.20 ' ' L/(M)3HA 73

4.21 ' ' L/(3L AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA

73

4.22 ' ' L/(M)30 74

4.23 ' ' L/(3-'(HH.. 74

4.24 ' ' L/(HA. 75

4.25 ' ' L/(,(H ...

75 4.26 ' ' L/(.,/

(-'+3(3...

76 4.27 ' ' L/(3HH... 76 4.28 32 ((J '(3/ '(-F

G-'/./GH./

- 5 3H,/...

77

4.29 ' ' L/( G+H O2 2...

77 4.30 ' ' L/( G+33

3/ LP)'...

78 4.31 ' ' L/(3H3

...

78 4.32 ' ' L/(3H,/H

...

79

4.33 32 ((J '(3/ '(-F

G-'/./GH./

- 6 3HHG+...

79

4.34 ' ' L/( G+(3(G/,( 80

4.35 ' ' L/(G+-KG+

GAAAAAAAAAAAAAAAAAAAAAAAAAAAAA...

80 4.36 ' ' L/(G+ HH, D

-(-+...

81 4.37 ' ' L/( G+0(3(

H AAAAAAAAAAAAAAAAAAAAAAAAAA.

81

4.38 ' ' L/(3HHG+ 82

4.39 32 ((J '(3/ '(-F G-'/./GH./

- 7 3HH3NAAAAAAAAAAAAAAAAA..

82

4.40 ' ' L/(QR(3N.. 83

4.41 ' ' L/('((H 3(... 83 4.42 ' ' L/(13 H

(/*0M+...

84

4.43 ' ' L/(3HH3N... 84

4.44 32 ((J '(3/ '(-F G-'/./GH./

- 8 3HH+3'G+ ...

85

4.45 ' ' L/(3HH+3'G+

AAAAAAAAAAAAAAAAAAAAAAAAAAAAA

85 4.46 32 ((J '(3/ '(-F

G-'/./GH./

- 9 +H3N...

86

4.47 ' ' L/33O+H... 87 4.48 ' ' L/((1HS

...

87

4.49 ' ' L/(33H

AAAAAAAAAAAAAAAAAAAAAAAAAAAAAA...

88 4.50 ' ' L/(3/'

...

88 4.51 ' ' L/(0(,,

G+,(3C...

89 4.52 ' ' L/(+H3N... 89 4.53 32 ((J '(3/ '(-F

G-'/./GH./

- 10 /'H -K/...

90

4.54 ' ' L/(/'H -K/... 90 4.55 G(/J1-F... 97 5.1 -G(/J1-F... 107

1 6

1

!"#" $ "%& !"#" '( ' ()&* +

# #,- . .). &) (%) ' *.*(*.)/, 0* & .&*1 #..25397$

),*8& 9"/ "#'* 8&:

'*%0 /0 $ () *% .*(*/

/;<('. = ( 2 >' #.. 2540 $

")&"( . &) (Basket Money) -&. .

& (Floating Rate) '* R&" * &*0 * !&*' ').&/" &) )&* .&* '$.'

% # , = -&()$&"('%*0 7$

* (International Monetary Fund: IMF) ")= '0 ' ),*8&%* ")& * #X"'( '*(*',)

#0$ * /= " ),*(" + R'"'0 0 &"(

''- YY)= &) ;<.=%*&"( .

&" ('' ("''/= " Y= &) "&&* + ) X &/ '< Z &"/= !" #0 ()"

:! "

7$" ** !* . &*) * &* +

&X"&"'*(%)* # (%) %* *= "0 "

"0 "" /= ) 0= .) '0

%## .%#& - 0= * )*).&*'

* Y= -%# /%*#[7$#) + ) (.*'( '

2

") %* 10 1 !*"):.(*)(,.X"'- ) .#[ * ()X * # ''"

:,. */= '0 :& 7 .< Y= -7& 7

= ")"&/ '< :#0 * #[:& ()- =

!,)X' :;%.'$ X"*0'$("&&*!,)%#

& ()-. "*#[',) ), ''"R* % X"

* )X%<&*!,)X', "

%#& X".) .)- 7<( '(').

.&*X; &* + 0&* = ")/,. (%)

#0 () ] ^") + /0*-:#(X"&" X"_#(

%#& * '&*" ' ,* * &* + (Survival) ($ ^^-) #0$ '<&* + ( ")),* '<.) -

") %#(7; %# 0 %# ')X' X' !,) & " ** '< &) " ' ,* ))0 (")!,) &) ") " R* "R,* ]:!( ^

*

:& ")&X&* "")(*-!'

= R'0 ]:! !,) & ^ -'/(!&;b<

&..&*' 0*= R'0 :&X&")&) #= # :!( &. * ]#(# "^ X"!*

.( (&)[: '<( ()Z '<") #0$''" '<&) .")) '<() " #) + &.R&) "), "%* .&*c*- /= (%# ]& ^ *! 0')(

(%# *//= Z0&&$ '<"0

&" & &) ") ( !,) & *")!&.

## */ %#,*") ()) '<

)*%# .)-% *& .) '*:!(

" * - ' (") '< ")" %&,*

''Y= (; :! " *") .

3

#0 .#[,* **(") # '/ &.( '<

0(") &. '0 ] ))^ 0 ').

") )) ( "*%" %#& ('.! :!(

= /=7")")#.. #8& '< ' : ("R :!( ( '< #0 ')(/= ' ) &*:!( !,) %#& ")X%<,*' )((=7% #8& !,) ( '< -X%<(

#[# !,) & ")&*

& = X"""*(;< .* (

%#& (Professional Sales) (- *(.*/,==7/=

'' ()''%#/Z-

:!( ") R'0 & ( ]& .

%^(Multi-Level Selling) 0*- ] . &) ) ^ Y= .#** '<( Y= (=7' !,)")=7(;

7& =-%'& 24 7 ('! ) Y= 0X%<(=7&. ) :!( * ()%" #) ()")"#0 /: ** =Y= ")&*

!"#

1. #0 =7*'' !&*:! # (:&

7& -%'&

2. #0 =7 ")7; !&*:! # (:&

7& -%'&

!$ !"#

1. " -&.!% &*:!( &

2. "'"') -&.!% &*:!(

&

4

3. " .! -&.!% &*:!(

&

4. "'#((:%& -&.!% &*

:!( &

5. "'#(%(* -&.!% &*

:!( &

6. "'#(!,)* -&.!% &*:!(

&

7. "'#( '< -&.!% &*:!(

&

8. '#(,').!,)* -&.!% &*:!(

&

9. ", ( '< -&.!% &*:!(

&

10. "&&()- -&.!% &*:!(

&

5

!"#

1. =7' %.*&* '0 !,)%#& * ')X'X' (7& -%'&

2. ]:!( & ^

(=7&&/ '< /= :!( & (' -=7:!"); !,) .&*'") (Quantity of Work) '0 !8:0'R( ] " ")^ Y= /0*- Outcome p Based Effectiveness (& ]& .%^ (Multi p level Selling) 0*- ] . &) ) ^ *X" ";

")&*"0

3. * !&* ]:! #(:& ^

.''" * !&* ]:! % '<^ "') ]:! #(:& ^ #*!,)/=

&* + .&*' =7 10 ''&*:!(

# (:&

6

%& ' 1 .'"

!

()

"'%"(

-&.

"'"') -&.

.!

'#((:%&

'#(%(*

'#(!,)*

'#( '<

'#(,').!,)*

, ( '<

&&()-

!*!%

(Sales performance effectiveness)

7

!# <'='

* !" # /= &"')X'X'(7;

.''&*'' Y= * & )')/ X"7!,)X :()&

# /= &"')0(7; &*!,) X'X"& ; ,*0/ !,)X'0 !,)0 0/ 0 (%*

/ ')-&: X"!*&.& 0!,)*%"0

% .&**/= && "(>

%>?!@& /= !,)Y00!,)")!,)* &.& !,) :& 0!,):&".& 0!,)Y= ")0%% !,)

* &.& !,):& 0!,):&".& #0 () Y0')0

%>?" A #! /= '' ")X:r(')0!,)

:& .')0" *& &*!,)X'

# /= ''Y= ")!,):& () ')0& &*!,)X'

8

@#B CA "DC?" !"#

1. ()/= 7;X" ")7;*'' . 7;

!&*:#&

2. !,)((%#& /),(%)-. (&"(

%#& ")

3. !,)%#& .!,)((%#& ./7;

(%) .X'R(%#

4. /(%)-X%<( . & (Direct-Selling) 0 + (# # # ,*"&"X%<( ''.

#7<&*

2

!" #$

% &'(#' ()" "* # +, $ (Direct 4 Selling Organizations) " ?#$$

(Salepeople, Sales representattves Salesforce ) D +D+E F G" &

H ?I $? E$J ? , K$"E$* $ F J HH ?% E(+,D? " !$

$"J$?(?D ?"(?(&#' !

$, $

"L,'($* $ )#"(?,?E" D #"(?

MNL,$#$O" #" (long 4 term low productivity) M)?* $( % (D UV E O"(

$& ?(ED) %H ?$$?#? * "(?

" F %D# !" #E ?(E #

$+"* $K,N H ?$?? )#"(?$$?O $?$?( % H ?? M* J+*

UV K* W)$?H"$,$ W)"K+D D()"( X H ?, $Y ? 15 $* $() FM

$"\ M( % (Turnover Rate) %M) ? 50 L"+ 2-3 % $ #c(E $HH ? D(M) HH ? H ? ( % H ? H ?H,, +, $D F ? W) J "('?cO"(E M #$+D d

10

O"+E(D W)W XMd$ G c

$I (Norming Stage) "f! $* $$?H"+?c()$ #+

O?#$) O,E+, $ (Forming Stage) (Churchill, 1990) L, K*c+DH M#"(?* $ ( %(!E " F Uk $ ,f d$H ? , , (E* () F #H UV $"( F ,$ # $H ? ! '(

+D)#HO O'?E$?O % M$$

* $ W)" O'?E 22,000 *#( $

?EJL JL() ( % 27,000 *#( $?E( () K 30,000 *#( $$(

G !" #+,

$I ,O? F W)"('(& ? !$ #+, $ ?#' FM%c*

! % #( ( F +, c GMicro FactorsI +

- KE (Personal Characteristics) ( % +

- O?"+, (Role Perception), # O"

(Performance Rewards & Motivation)

- M (Social Aptitude & Skills) - ,"" #+, $ (Satisfaction)

+* ?c GMacro FactorsI (Organizational and Environmental Variables) J$* $ "+, $"*

$" ? c?

(D,!* (WW?(The Factors do Combine Multiplicatively) )HH ?c W) D &#'%

#( $ D O(( MHH

11

D$? (Magnitude) $d ( cH ,!* ( cH

,!* ( !" $ D )"(?

$ # &" $H ?D $)D* $K ,%DXE $O?#$

$* ( + * ? O" +D#, $

$L,"? * f! " ? , ?,N ()W) N) !" #$J Y, % G "(?c I(Self 4 Fulfilling Prophecy) c E" F MO (, E% F " % (D

!,E%H ?

$ (D( % HH ?,f(D #"(?O?#$H M

#$$&H ? + ($ M O?$

#H $ E?O" #$$O?#$&H M

# &H ?

O?#E"* " F #($ W)c O

#( W)H"(" F E$ ( %, #(

c(Prescription) M) , ? ##(O MO?M) ( ? E J O W) EDL"L* HcO? ( O?#E $ O? +

" O?)#' # $ J Y, M) (? ,$* $+ $$ (Organizational Value) L"?f! $* $ ? %$?$#D?

N 80 M) %$f! * ( Organizational Culture) H ? "(?(&

N X 'D f! * MO"(?

#' MO MO H !,, * $

* D ?"(+E %f! * M)!,$

12

+% XO "* () F (Dc G I (Integral Part) $f! W) Oc O, $+"*

"* )MO?c#c#( # ! ( M##H H ?) N)f! * %,?(#

$* # #$$H

(Churchill, Ford & Walker, 1990) "+?! # ,%%? $$

2 "E( +,!* !" #$

$

+ $ # " Home Offices J LK*

+ 2 "+?M"E$ +O? $ + 3 c %? $(Value Congruency)

"* $cHH ?$ (Value Exchange) J H ? $* E"$ Churchill, Ford &

Walker Model of Salesperson Performance (1990) ,%, K($"

#( %H #( #MO#( " Causal Modeling $ ($O? $ #HO$? E O?

MO? MO,,!* ?$*

O?$O?# ($

ML, # O!,M) #$E"

* D ? ,"" # &" # + "

$O?#M)$ML, c G$I ( 1) )

!,M) #$$"* D ? ,"" # &" #

$O?#$ MO 2 $DW) Alan J.

Dubinsky M) Sale-force Socialization $O?$ (Salesperson|s Roles) c % W) $O?$D ?$)D%

13

EMO D $?O* % #$$

$D F ?

$D 1

$?O (? (Role Expectations) %E$?O c+$* $? O?#$MO (?dH "

#( (Role Prescriptions) MO% "(?O?#$# J E"#(

% F$? G+E I (Role Set) +E $ ?E O? F "* $ ( D $O?#$) W)!, , $O?#$Dc J$* $ J UV }} ( %Hc "(?

J" ?" # Gf! * I J Y, f! $$Oc+E++,Y,

$D 2

c $ O? (Perceived Roles) $O?#$ M) (? Oc+$+E W)$

d( % , $ +"+E ($H ? O?DHMO?D( D $?"M) #$ GO?$I )#c?

$?"+$+E ( GO?$I H ? "$DD

$? 3 %

1. + " (Perceived Roles Clarity & Accuracy) (M)

$H ?$?O#c #$,, #"(?,$ O?)"#

$KY,,NH ?H D O?#$ ( % O? ( ( %? $OMO?#"(?d( %d(?H"(

c W)" #* ((H$Y, HM K* (& O?c $ O?

14

" # $J H$?&% O?" %$ J

$* O$ O?+ D Churchill (1990) "(?(& O?M)

$?d+ HE % !" #$c K $ O?M) O?M)? #"+, $ (Vocational), O?M)

!d" $(Sales Presentation), O?M)! d,!* (E (Interpersonal), O?M)!d" ( H (General Management) ? D

" # ML,c$M)#c? O?+ "$ c

$ % $c O#($O?# W)E$

, "E? #"* $ W) + "

!," #"(?$H ? + "$ c

$#"(? M" #,$)D+,J( H ?" ?

" $?($ O?" c$E % H

?dH " #c H O?HH ? $?O#c c

$ + O?* LK€* $ }} H M) (

* ( %O c"(? M # &" #$$E ?

2. ? (Perceived Roles Consensus)"$K$?

d,!*E% )? # 2 ( %, ? F $ ? $)D( %H ? + "$K # $$?

$? * $DH? ,%"(?H ? ++#() $ O?? "(? "Xc,%)#"(?++#H ?? ( %"$K # $$)?"+?$+"('$? H"

F ,%"(? E(" $ ( %,%+ $$ $ $K H OO c $L ( %E" H E+,$? W) (DH ? ," %O #

$$$H ?

Role Consensus Role Clarity d"(?(&$ M O?

(" d$$HO ( " $?

Role Conflict Role Ambiguity & d"(?(& $H M O? (

15

" d$$HO ( $"Xc GMiddle ManI ) ($OUk F H ?H M K*

+D#"(?$ L ",$)D (%L $ W) HM)L ?$$ $ ? K "(? %H$

(E K*##"(? !" # ? D$

"#"(? O?),""$ O?? ? D # 2 ( %, ? ?H ?( %()

$ # 2 ( %, ??$ ??

E #$ c$H ? !

?+ "$ c$ ?

$ c$ ),!* #$ (Sales Performance) ?

#'$D 2 D )?#$?"M)$E %"

$ ?"() , %$ ? ( %E % $)D "(? D", H ? #HO !" #H ? Khan (1984) $)DH &

$ K*$#,$)D J d" O%

( H,"" # !" #"E M L K*+D"(?O" H #$D N)

$ Walker Jr., Churchill Jr., Ford H ?+D"(?(&M)(X $ K*( %#$$ ??O? K*

? W) &D?, K 2 K % K $ K*?

+'$ ? #"c#)H,"" # "

E )MH$ ( % K() $ K*?+'

$ ?#"c# %H ? O?M) K*

" #$) O? $ ?H ?H$

'(H ,%H"(? ?E $" K(D) ?H

,%# $ ? H  H ?

16

O? ( * $"(?(&$ D#c?#)"

# d"Xc G $I "(?# &( % !

$ , N * * F ("(?$

d( ,%%D## &" #$ !,( %$

$$ O?M)Y, $$"

% " # (Role Stress) $$ J $ L",!*c 2 % ,!* ($

O?# $ ,!* ($O?D $,!*

2 MO, K" N) DD ? J N Salesperson| s Performance Model

$ Walker, Churchill and Ford (1979) c$? #$ W) N),!*Dc,%DX"N)$ Kahn (1984) " %+ "

(Role Clarity), ? (Role Consensus), ,"" D # $$$ W)MO J "+? Recursive Path Analysis "(?,!*

,""

$D 3

$DE ?$ &% O?$?H?

(Internalize) ", $O?c$ D ?, ?

"$K O?c (M)$? # % ML,

$ c G$I W)c O?"E D"M K*

d,!* )c% (M)? #H?(?

,%( + "M K*d,!* ,%"(? Ec(( % (O "d" $+,$ D O? (Good Customers) )O'H%$H "Xc$

dH * "('& $"(M) O?"?d (Formal Training) c $$"(? #* (H?

(Role Planning) W)c O?"$ $H#$

"M K*H &H ?$ ? (O?#$O?

( "$? #)* $ O?

17

$ O?O? O?#$ O?L

$$$O$ ? ,% #c$ ! d$?? MDc 1 4 3 D

1 + " $ c$

2 ? $ c$

3

,""c O?)M)# &$" () H ? !,

$ O"" #$ Schwab Cummings (1983) H ? ,!*

( Performance, Rewards Job Satisfaction ? # (Performance) ," GThe Theories of Performance and SatisfactionI H ?

?" % O? #$H( M,

# "K#"(?,"" # #"(? ,!*

(,"" M (Turnover) J ,$

,"" #$ J?O##(O?H,""

Schwab Cummings (1970) H ?"(?,!* ( ,"E #H? +%J (,"" # d (Working Performance) + ,"",!* $ ( %()&% ,""O #W) X #O ( % $? (M?$,""

O $D&#H ? M ? $H ? DJM

* $" #

Churchill, Ingram & LaForge (1990) ,"" ?M)KJ

$"$#"(?O?dH ? J H ? O?),),"( %H,) ," ," $O?#$c ?$* $ O"D(

%,""$O,%DX$ O?$$E ,")( Rating Checklist Scales W),"" # c 5 W) $,"" M c,""

18

J H ? "$K ,"J $$M)$,$c

?,"" "(? $,"D 5

1. ,""! +$ (Nature of Job Itself)

2. ,"O? $ (Fellow Workers) ( % G,"+

"E$ I

3. ,"O?#E $(Sales Group Leader)

4. ,"* D ?J E # J$?(? (Company Policies & Support, Pay Promotion &

Advancement)

5. ,""O? O? (cO?"(Customers & Prospects)

,""! +$ c," $ O?)! +$

$(K ? ) O "$$ O?)M)# &

H ?#$ E$H ? $ ""$ ?

# &$ D$ O?)+?, ,O E#

,""! +$$ H ?? ,"

",!* ($+"E $)D" d,!* (E &

c#' () #"(?$ O?)%D H ?c+

E ( %c+$* , *E% F #"(? L, E (Social Support) }} W)J H M),"

$$? E $%d,!*+"E $ ( %E

$% "$K $&H ? MO+%+" M #

"(? ,"#$H N)$ Futrell, C. M. & Parasuraman (1984)

" (*$,"$$E ,"+"

E $ ,"+"E ? ,

#' (ED ?,D+"(?O? ( $ O?# $ '( +,H ? (M,,"$$ , ? D ENL,$$"(? !,$)DH

19

Smith, J. Brock (1997) N),"$O? $"

L, ?WW?H $ M),!*" $ ($ 2 ( %#$ ,%+(#"(?O? J E N) # !$$H L"? Social Exchange Theory The Interaction Approach J "+? +" ,!*

(Relationship Level) XJ Partial Least Squares and Dyadic Self- Report Data $, * M)"* (Organizational Differences) + "+% " #' O?,

&?,"W) (,% %,!*H ? ( %

$ #c#' Mutual Satisfaction

" ?,"O?#E$D E $HO?#E

$ #"(? " #$H ? "$K E"?+ $O?# $ & M,% (E" (+

$ c$H ?+ " &D)+D"(?(&, E"?+ $ O?# $ ( %O? ( $c %"$K E"?+

c J+*" ,+ " E %$

$ "$K E"?+ H &#"(? ($

$% (EH ??, ? F $ (O% F "J O W)%$H,"" #$"(?$#H ! ( %M #$H ?

"$K ? ( $(,"+? F L O?# (Leadership Measures) F ,%# #cE N)D)H ? D$? (Assumptions) M) d$O?# $ $$

cE #'$ N)" ? ( $ F L"? The Leader-member Exchange Theory ,%DX$ Social Exchange Theory c!()W)(

#?H$E F W)O? Uk$?+' " KN)$ Delvechio &

Kay H ? Conceptual Model $,!* ($ O? %c ,% !LO?# ! (Effective Leadership) " #( #

20

$ N)DN)$ Conceptual Model ?"+? # $ O? $,$ J

1) ,!*+ (, $DO? $ 2) $ (D !, ,!* (

$O? J

3) N) $ D Job-Related Outcomes

4) $HL, ?* O ($

O? ! DEN)$O?# !" ! ,"$

$

N), E,!* ( $ O? J ,,!*" #$$$)DOc H ? L O?)O? M" DD?$,$

N)E+D $H"L, ?J E

($$ ?" ?,"* D "$K* cM(

N ‡N LLO"+''K*$O?#O"* D O?c+"

* +% +%M%N ! ,"H ?c+()$* D ?H # ML,MO* Oc +$* EK * H+% H" O? H+%M%

$?c()$* (D #"(?O?# O?)M) LO" # HH ? M%"M K*$ d,!* F %$ O?),"( %H D !" #"* $ O#'$O?#$&

% O? O?E(W)cO? cO?" ( %cO? $ GOI

" "$K$c+E(E + E %' E,%

E EN E!E }} +$EEEE c G +%O?E(I (Prospect List) $$ $?d,!*O?( %O?E(

D 1 F H $ ,"O? O?E(J c"(? O?)+( %H+E$?, J Y,O?( %O?E(

NH $ $?J??O H"(? #+, $ ( % #HcH$ (H? #"(?$

21

%(EO? O?E( ,"D 5 %,""! +$

$ ,"+"E $ ,"O?#E $ ,""* $ ,"O?O?E( )c#' !" # +, $H ? ( HM) * "E ?) d$??

MDc 4 ! 8 : $%&

* $ M EE E($* H ?D ? 2 ?% #O?$J MO+D+"(?$?

+, (Amount of Salesperson in Sales-Group) !" $$

(Individual Performance) $HH ? H ? $ $ K $ ( % $H ?H , ?D+"#?

+ ? G $EI " $ G$I H ?(MO#( H? #"(?

K $? $H ?O" # "(?$H ? c++? "E &M+, $?c() E $ (Performing Stage) ?Dc?"(?(& O"" #

$$?H,, ) O ( %YE D (Attract) "(?$O* $ D F H ? ,%#$?"M) !" #"* ,%DX$ O?) ,"$O?# O"D)c &#' ()

22

' (Motivation)

! +$ # #OH,?"(?(&M)M" (D M)M # + ? W)NHO (D?

! + ? , K,%DX$, E*

,%DX$ Behaviorist Tradition Expectancy Theory ( H ? d" ( %Hd" (DH? W), $ ?O L"?!,$ "(? MOJ + O?#"* () F # ($)D J (H ? , K%#( ( %,%H ?(%$)D O") c#' () W)M%c %% (Instrumental Reason) # ?,"" + O""* ( M)K $ , !$ #$$$"$ % O",%

E($* $? H ?() !" #

$ ," c!,$ * $$

W)( , KM)* % O"? O""D)MOc M,,$ (Sales Effort) Y, ,D

#HO E #"( D , !" #$$

$

(Jeniter J. Koch, 1990)("L, ? M O O""*

c L F H ? D%

1. Role Enforcement c O""K E #$+"*

, J E"* F MO ("(? #( % X

#( H? W)( G*I MO ($*? d$* &

%JMd O?d ("+L,%$"*

H &, $+* HcH (&cHH ? "E F * "(? % % ? " # !L,)c#c,%

?$d"*

23

2. System Rewards (M) * "(?+"Xc+$*

+ % (Salary) , L, # }} " DD

%M)+* " c$ ( % +O? #(? W) HH ?c, #)H , KM) ? O"D$??

3. Individual Rewards cO"#'E "* $ W) + D(M) O",% # $)D cO"c c H ? KEKL,#H ? + ++ J DO"H"+" O$

+ MO ( % H ?ML,"(O$)D"* O?)M)# &"+

(Feeling of Worldwide Accomplishment) c G JEI (Personal Growth) c? O"c" $ "('(M) "(? G (?I (Commission) $J Y, cK $ "

$ (+DJ H %$? % - "Xc O"

?! G(?I #"(? cH E! K$$$H ? J $H ? (? K ? 13-20 $#H ? D% F Dc E?"(?$#

$)D M#H ? D#,D# EH

- (? c ?M)c " #

% HH ?O" % $) M#( # H(O? DE # ?" #J O"HH ?O" O$"D K % (" KD % = 0) ,!*c,"" # # H ?O?

#H ? O"c?* $"(?#'$ O"K ,N!, #$ 2 %

24

1. $ (Sales Contest)

"X $c O"#'"* $ " F

* !E (( )"+? $c(()$ O"$

(M) "(?$$ (+"E $ $ E % $OE &H ? c (Cash Award), $ (Merchandise Prizes), , ( % N (Special Honor or Privilege Awards) c $$ (DM%cO",N % $$,% cO?+

(%$% W)O?+MO ( %,%H ? H ?O$)D

E E(" "+? $+D&,%, K$ "(? E

$c#' %#"(?$ M?#$H ?M)DDH ? H ? ,$)D , O"?&#"(? $$ ($ W) D"

$+D#"(?$"+? MO"+?( DH O? ( ?&#"(? % % ?H J (&

$+,$)DO $ (E#"(?

("E,$)D &,$)D+ + $ ($ (E F "$( % ($

D $#$)D,% %(WD#W# ? D "+?

O"D M, !$$H ?J H)c 2 %

1.1 $$ J $H ? %""(?+ $" $$

O"+DE E( ,%"(?$H ? E, !" d

$$"(?

1.2 $$$$$% F " ? $$"(?

O?%

#( $ $c" D ? )

"H ?" " H & ( %H ?M?c H&#"(? ) O "H?H ?? J H?&O ( 1-3 %

25

* $#( K $#H?#( $E F + (()H ?#( H?(?( ?( H ?H# 200,000

" ( %?O?H# 10 H ? E'"(?$?

J $

+ $ "(?#( "('?"+? ( %$ ( %

"(? H" N( % N ( % ++"(? d + J(* ( %(% N EK OM * c D#%# &

" (D"+? "(? c‰ "(?‰ D& ) O

"HY,$D ) O +" $$D( ? LD + * c $ "('$?EJL JL H ?#O?

#(# $H ?( Nc #E\ ? $?O% cK&#"(?H ? "+?MO &(

* $"+?c#+D$H ? E?

D" K,$)D " "

% % ?"($#$ O"

H &J "('?* $"(? c %

$"('," H ?$H ? % HcML, L," # ( % ,f &"(? D#%# &

(Recognition Rewards) ( %c$ * &"(?( F #"(?,%

c O" D?#, ,% ?"(? ? O?)M)EK$"(? "(?c c d "+?$c , "(?" O$D&MO $?H H ?"+?( HH(%H H?"(?c %%"M)#H? D (E(D* $"(')"(?$c , c$c +Dcc %%D (%H?"(?+" ( %O?%O?" )M) (E#"(?H ? DO ( %$ N ( %!,NW)c "+?

O"c O$ c $O?%D &c %( LLO"

26

() c? O?+!c+$J (O?c+%O?cO?+

DD ( %H ? )+% ( %!H"D ( %H"D#

"(' W)O?H ? +'?cO? # &?D "(? L D&, ? "(?c(?M%( % ?

2. D#%# & (Recognition Rewards)

"+? Recognition Rewards Program ,% O"O?d"* c O"H"+? !L, ?, * (&,??

Recognition Rewards MO"+?,%%"(?O?d )OM)# &

dO H c O"%" O?)$LLO" O?) ,$)D % F +% M#$H ?# & M%c O"L" (Internal Motivation) W) (&$ Recognition Rewards Program HD

1. ?(()"+?U ?()$J &? OO?

Ld(? L"?H ? " % c"(?

#(E ? $)D"? O? O U O?)+%

+ Oc#""(?$dH ? $)D % F M)?! K+L H(& O$$&

2. $ %&?J H ? GSilver StarI  +%

$$%$H ?(E c 1 (* (H ? 10

$&H ? Y (Purple Seal) c'K* M) M $$

O M) M,$)D % F

3. J ,(()"(?$& M" ( H ? c+D F ,c #E\ $&"(?c # ?#,+ % O$)D O? ( & c,! "(?$& "E O? ( ? D %, G$&I #'O?,,!

H & c O U ( %Y ( % recognition Rewards Program %" + J(* N " NH Hc $ +( % $?EJL JL% F &HH ?c

27

M ?,""(?#"!,$O?d% + "(? +%+ (Social Approval) H ? MO+'HD$O?

# &" # ( % dLLO" , ML, MD#%

LLO"H ? (Rrecognition Status) H ? #($ ,+

O$)DH c? DLLO"H ? K* # M)?O?d H(&!,$ DJ %H$& M(&!,$, H ? W)$,H ?$&D )HH ?($& # ,+ O cH ? c, +'K* (Symbolic Value) E F"(?

( ( %c+%+$,! c #E\ $$)D&cH ?

- O"" E

O""K? O""K()#' #$&% O" E (Group Incentives & Bonus) c O"$E c J+* O" E J O?#E $H ?#( $)Dc Y, H ? "(? ,N cJ ( %c$ %#"(?

% E"K? E($E J Y,

"(? $$ (O?d"Ec , M" #$

, !$$ %?$$L"E$ G

$I H & "+? O"J ,N#( $)DJ E&$?#

+E O?) +,"$ (H ? c E "M K*+D Group Incentives & Bonuses J+*" #"(?

,,N$E,$)DD (Churchill, 1990)

!$ #$O?#+,$c H ? ( % "(?$* ,!* ( " #

#$)WW? H &* &, K #

$"(? " # ? "$K* ()

28

!" #$O DDO?#$$H ? ? ( % ((

%K$ #$ (Performance) D * H ?

"(? # J EH ?c 1. Intrinsic Awards

2. Extrinsic Awards

Intrinsic Awards c $)DL"O?#$ + O?)M)

# & O?) '?(? " (Self 4 Worth) W)MO c? " O$? $E* (Humans| Need)

Extrinsic Awards c H ?* O?#E $ % F ( % ?L M) O" "

+, dO$# & $ H ? E c?

D%"L, ? L$O"* !E F #"+?O"

? FH ?(E H ? O"J J ? d$

$ H ? O"c Hc O"" O"

" + J ? % ( %H c? ( %c O"c( % McH ? H ? ? % J ,,N L( , !O?%} , }} O"H"+

H ? "(?J?(?" ("(? M "(?

" ( ( %"(?$? "# &"# &$

, " J?(?" +E $ $$

$ c? "+? %O" + "(?J" ($)D J?(?$)D M+%H ?(D!E E( % ,% E (Supervision) $ &,%"(?"+?cO"c &H ?+

" +EE$$" +E $ ( % M

$D )K,%O" M?"+? %O"cE # E E(

&,%#"(?$$'#" $$)D #"(? % % ?

29

,"" # DM?* "(?O"Y # dMO? ,%DX$ (M) #$$$

(E " O$ Efforts = Results = Rewards #"(?$#$H ? !OE

D O?#$H M E( $" OH ? ($HH ? E?,%$ M$$H (A Salesperson cannot Achieve a High Level of Job Performance unless He or She is Motivated to Expend the Necessary Amount of Effort) O"E)MO#( ? $D F ,$ (H ? K , ( % K K $() F + H ? %$)D ( % H ? EO#(O$)DO? ( O?#E $ ?#(

"E ,$?,"(? O"#' % #(

$ O" (Compensation & Incentive Plan) ( ? W) HM) Recognition Rewards Individual Growth ( % J$ J E D Individual Promotion c? $ O" F " # $D Stanton, Buskirk; Spiro (1991:268) Motivation Mix

O""(??," & $)DO" H$

O? ( ( O" H($&$

% % ?" $? ( O" ($&

"" ## ! ? %* (),fE!*#(

( (Compensation Programs) #( $ )? D% (E" D,% #"

?, KM)#' + ! +$LK€*$ ! +$

O? ME * L, $$$$ #'

$$"$ $ E!* M) +D$ O""+?"+,$) ?

30

1. (Pay) H ? (? $ J,N

2. O"H"+ H ? #( ( % $$ + O?#(

}} D M%c EE (Personal Promotion) J JE (Opportunity for Personal Growth &

Development)

3. D#% (Recognition Rewards) H ? N+% OM$

$# ! " GOcNI

4. "+, (Job Security) H ? "(?( % "(?(?"

D OE" $$

d$?? MD 9 ? O"

#' ()" N)M) G ? !" #$ (Sales Performance Effectiveness) &% GSelf-fulfilling ProphecyI c$?

#"+,$ W)c+,K,N DMO D J Robert K. Merton "\ 1948 J X! +$E*HH ?K Passive E*c O?J Active ? M Active +D) "(?J$

H? H ? ($&% cO? ? $ $)D H% F O " GSelf-fulfilling ProphecyI c E" F (M), $E% F " % (DH!E%H ? N)#+D"(?(&M)$ Self- fulfilling Prophecy " "(?E , H ? + "

N) Self-fulfilling Prophecy "E 2 OO?H ? &E()$

cO? "MO (M)# &" N)"H %$?(? d

"L N)$ &EMO (H?O % F #' M"()W)N)E O?"('"E 15 O?

$c ''M (High Aptitude) W) M,fH ? &

O?% " UV O?DH ?#(?cO?#EHc "E d$H ?O% F (Rosenthal & Jacobson, 2004)

31

, *"(? Self-Fulfilling Prophecy )Kc $ ? Self-Concept ( % Self-Image ? $ (O?%

"

$ Self-fulfilling Prophecy ) D E" E() ( % ( ? (, $()c( ( % (Confirmation) ,%,$?$+% (c+D+D dEc(D +%( %H?O?c( L, O?) Self-concept $H"("

E ( * $ G Self-fulfilling ProphecyI $?? M H ?c 4 * %

1. Input % E" FMO ("(?H ? d , ? F EKL, K$$ H ? ,$)D % F

2. Reinforcement % H ? % E( d (Performance goals)

3. Output expected % (, Y,( %, $O?#

d"?E $

4. Feedback % #HO E,f Self-concept "(

"+? Self-fulfilling Prophecy MO"(?"+?cE!* #(

E #+* (Cherington, 1994) "+?D" d,!*

(cE'#',%&D" O?#E+E (,%

# & ) M"+?H ?"E $* E!*D"+?H ??O?$? c +"( !L,O?dO? Self-fulfilling Prophecy )cH + ?"# &" #H ? !L,(Field, 1989) ($O?#E+E#' ,f ( % ,%,NL," #"* (Sandler, 2004) # % Self-fulfilling Prophecy "+?"$ ) ?$)D %O?#E ,%

GO$I ( %* ( % "(?EO?c( O?D

?, ?D,$?$ ( E (Eden, 1990) W)

32

d" O$ "(?+%+"E$() $ M

" $ (D F EDHH ? M+D) ,

$?$ ( O# GEK#H ?I "(DH? , ? F O?#

E + E * d$%()H? +"E$O?D O?)

$c F #"(? JN*$)D"( """( W) c ? !" $H

10 : %34 (Self-fulfilling Prophecy)

" $ Self-fulfilling Prophecy D E" E() ( % ( ? (, $$c( %

%,%,$?$+% ($(c M d$c(D +%( %H?$(

L, O?) Self-Concept $cO?

M"E " N) DD E"(' (&

O?%+%+" MO F #"(?+O? #($)D F

" N

,+ EE ,!E* (2538: 114-120) H ?N) % G %$ "(? N) +$!E $ I ,

$ (+DK ? $* "K %$

W)E( H ?("+?E!* D DD, cE!*" #

?H$M)O?H ?J !%F DO?#?H$"(?O?

,!*J"O?" O %' O?O?J ! + #"(?

H?%D+%"J ,%DX ++ ( %#"(?"+??( %++"(? c +&#H ?$)D D W)#"(?O?H" W%D$"+?

#c # cE"(?!E $ ' E (? &

33

? ##( c? EKL, (O?H,)," M

%H ? DO?H ? O?O?#(" % ? !

" "+??"(?H ? J+*OE

? $ %$$* !E $ cE!* ? LK€*OO? JL $ J "(?O?W%D cO?$ ?

$" O %$ "+??? ,)," & ',? , ,%UO O? O?"?+ "(?"+?? %"+?? ,)," &"(?

H % F ?,"+? O"" %$ H ? D" O F "+?cO" "(?O?"+??cO?$? O? M# ?

$ %$H ??H ? UVU O?! +E(( O J O?++ ( %O?"(? Ec,D"?+

D ,f , E*L"* &"+? O""(?E EE ? (&M) M? DH ? D "(? N)Hc J UV M O?+$*

H" O$ %$ O? &c #"(? ( $* !E $ # &" $ %$c

,* (2537: 90-95) H ?N) % GN$O? JL"$N%

+"( LK€*?*I O? JLLK€*?*"$N

%+"(# 200 J "+?M ,

EEE +, H ? N((LK€*?*"

#( N L? EKL,LK€*?*O" ,"+?

N $ LK€*?* E

E? #"(? ? W%DLK€*?* % LK€*?* E?% F #"(?O? JL ? W%DLK€*

* H ? E?JJ % EKL,$LK€* E?f! %

? c " ",$#LK€*

O? JLW%DLK€* , EKL,H ? X ? "+?J

"('W%D,$ J W%DH

34

'($O? JLLK€*?* "('H ? H L?

O?? L?H EKL,H (%# H?

$ ,% "+? E((H "+? Y$?c LHLH# H X "(? ?, H (W%DH ?H( H JŒK

E! K* ? (2537) H ?N) % G ('" E

$ I J N)??(%$? LK*O?$?

LK*O?$? , $ c! $ J+*O? JL N X$ N H & $ &"(? '( F $)DH ?(

?W)O?H ?'(?(E $)Dc 3 E ? %

1. '(O? $ "(? $)D c'( F H ? D%

1.1 '( #E!* $+ ?( M "(?

,$ + #"(?"+? ( %"(?"+? +" $?}}

1.2 '(EKL,$? ( % # $ !E $ 'J & #$ O# $ &J N EM) #"(? $ #H?N+ ( J+* ++J $?HEKL, ( %EKL,# ,"(?

O? JL

1.3 '( & ( %(" &$? ( % #O? JL (# L, EKL, ( % K$?( % D

1.4 '( # $  "+?c %%"

( J+* ++

$  % $O? "J $

"(?O? !E J O?H ? !# $LK€* H ? ! H ?#( (+"( $?J J (+"(H,!*

$LK€*

35

!E $ H ? J+* ( %#H ?$"(?

O? JLc( "E d $ ( ?E(

J+* c,$ H ? $LK€*$

+? "(? Hc# H ?HE?#

H

1.5 '(H$!E $ % $ ( % DE ? %" ,$&H!" F " ,*$ W)Hc

! ,$ ?(#( O? JL 2. '(,$ "(? $)D

2.1 '( (" &? ( % # O? JL LK€*"('H E ,EKH?"Y ,$&J?

,EK$? ,%J??"O? JL

2.2 '(,$ E#E% F $? " $,%

(Y, $? '( D $)D" KO?

!E $ % $ (+DHc ,%("

O

2.3 '( ! + $?J HH ? E'?$?

2.4 '( "(?E!* $+O? JL H ? "+?!

$O$&'( %(( (Coereion) "+?! ( %#"(? #' HM) "+?

# ?

3. '(O? JL ++"(? $)D DO? JL&

O?" ($ $ D( ( %,$$ D c(%$ ( J ( J+* H ? "

'( F $??D (H E(?&

"(? ( E O? JL ++ DN X$ NH ? H & NH&H ( %DJ Y,

X! (2536: 105-106) H ?N) % G N)M)

# & E $ $ ( $ *( NH)

36

# I N)M LK*O? #(# 30 O? JL

# 150 M EH ? D

1. #'E # &$ $ ( $*

1.1 ?O? JL N), ?EKL,c#' E ?E? (O? JLO? #(!,#' "

O? JL"(? "W%D

1.2 ?O? #( N), O" ? c " $?cO? #( ?EKL,?+%

$ " "" $?cO? #( ?

2. '(#'E $ $ ( $* % K ( #"(? +?" $ , # O? JLMO?

#( ?$O? #(#H ? & +?$ $ +?$O? #( H"+(E $ ( $*

" E #'$ $ ( $* % 2.1 O? JL?*,H

2.2 $?*J NE? c(E#"(?

O? JL"+?LK€*"

2.3 $O? #( #"(?$ %" O?

K " (2542) H ?N) % G$O? +,

$ " $ (+D "( +"(I ME * %

1. ,%N)KE$O? +,$

2. ,%N)! #"+,$

3. ,%N)E " #+,$

4. ,%N)$O? +,$

5. ,%N),!* +,$

DD O?H ?& $?OE W) +,$

" $ (+D "( +"( H ? 1. * ( NH) #

2. * ( NH) #

37

3. O 4 * *+ ( NH) # 4. E, * *+ #

5. H* OD #

J EDD 385 %%"+?" & $?O % M M E , O? +,$ cE

"('c,N(' ML, N)OE O" ''

O? +,$ cE "(?#' $?"

L$O?#"(? # &" $? % O? W)

"('(& $?,O?#"(?O? "W%D?" !

$#"(? # &" $? % !! "+?? O?

+,$ cE K*" ?$ "('$

" J L, E O? +,$ E,E % % E $)DO ," E $)DO?

E $)D E $)D D ," ?

O? +,$ cE"('H ? Y %O"+ 1,001-5,000 ,"",N" W) ,NY ,"OE % ?+%"(?c O?"

W) O"

N

(Hise, 1980) M)(E(?(" $$, J C.A. Kirkpatrick Frederick A. Russ H ? W)H ?MO? $ 500 "(' F "( X} K*$$H c #"(?,$

?( c *W&*H ? D

(E(?( *W&*

$ 55

$ * 39

H O?LK€*,, 37

38

$ % % ? 31 H) ? $O?c( 30

$ UV 23

H M$?O?H ? 21

$ ( 20

H O?" % ,, 19

$ O? 16

$ ,),"" 15

H(+,$ 14

H O?,%DX,, 13

"?H 12

H #J$ 12

H",f 11 HdO% # F 11

$ "" 11

$ E O 9

?'(Y,(?H 8

$ 7

'( 6

% "(?O?%$?"H ? 6

HW% 5

O (?H 5

NH$? 5

$ ?"(?O?W%DH# & 3

$ EL, 2

, %E 2 (#,2525 : 116-118)

$?O$M$ (The Research Institute of America) +D O?(' J? # &"+, ( %#($ W)& ?$?O$

$( X (U.S. Department of Labor, 1973) , " ? ,$(' M) ? 60 ,$+, ? 37 W)

39

(E#"(? O?('J? # &" $O?+ () O?('# " %$?O? % O" M" $?"H ? c?

Mosel (1952 ?M)" Cook, 1988) $O?('"(? ,?$

E E (() J $?O"" Weighted Application Blank (WAB) ,,$(' $ K D % E ( 35- 54 \ H ? N) 13- 16 \ K* ? $ 5 \ D#(

180 * #"EOL" 5 \ NO? #"E ? 5

\ K*cO? ( ? (Minor Executive) OO ( 4 E 11 D M) 5

E 2 D #(?} 1-3 (?} c(? 2 \H ("

#) H M! " H ?

3

!"

#" $" #%" &" # ' ' #' ' ()*"# +#,,-&."'/# 0 ,#" Yamane(

+, '' ,2539 : 385)! # . * (Infinite Population) H#,&. ',I

" ',.'/# *' '/ ,#,&.H&

n = n₀ / (Z/S) = 385 / (1.96/10) = 1,965 0

n = '/#

n₀ = '/# '/

Z = 1.96 ( R# Z & 95%) S = &&'&' / = 10

0 '/# HH 1,965 # 0 ,'/# & $"+H %

&" # 24 $

H +I" ' $' 82 /# 1 $ 1,965/24

*,* &)# 0.05 '&&'&' / 10 " & #U H '/# ,,V+$&&H &

$"+H %&" # ! #

0 -/(Purposive Sampling) $' 82 & HH 1,976 # 24 $"+H %&" #

41

',I" '!$"+H %&"

# !"+H% 28 $ +!,I" ' 24 $ % 28 $ 0 I$' 80 / 2,240 / ! ,*'/# & &'/"+H

I" '0 , %*' - " &,*#

", ## ! , # I" 'H

1. , * # "\H &,&'&'$" #%

" &" #

2. , * #"/ *] '/

,*)*

!"# $ %&

'$." -', % 2 ^ ,, '$." Rating Checklist Scales (! '' &# Regression) %&#

H*" &&*I 5 = *I / 4 = *I 3 = *I 2 = *I

1 = *I /

%# Ranking Scales %,* '&&)" &&*I Likert Scales 0 ,* '&&*I/ / *I

*I , *I *I * ,' \+#''$.I H" " ,'$." I#- Rating Checklist Scales I

42

!e"+H#' ! ( H* " " H0 ,*), &]" , Rating Checklist Scales ,'$." H ,&HH +,'$. Rating Checklist Scales ! &*]0 Regression # \+,H Pre-test * 30 g \+*

& Alpha & = 0 .9064 %

'&(

& ,,I" ', &HH& 0 !e

&'i$j '%& ,I" '' I" ' % 2 0 H 2 &++#,,&*]" '

# 0 ,, H&

1 : ! " ! #$%

& '''!() $ '$% ( (!"! *' )!

+"!##, ! - # PV (Point Value) #

. /.01 2!

+".+ $%. /.01 2!)!() $%(!'3'(

425!. /.0'0 2! ''+. "!

"# !(Sales Volume)1#" '24+%!4

)!*! +& ,,,,,,,. / !

1.+)!()1!"#.+241

#41 ( 2 '2B++ ( !0" . /.0 2!!!1' 1, " ! # ("!+.! (' 5 '#&&

*&* H

43

5 = / 4 =

3 = ' 2 = 1 = /

,!+)0.++#!' #+ 5 '!"1,, 2 ''# ! '0$% 2 ''!#'"2 ) '#!'#

(.." , 2548) 4'2.+" '!()

Max n Min / H# = &&,*

5 - 1 / 2 = 2

H&,*H&

1.00 - 3.00 ,#

3.01 - 5.00 ,

1

("# "! 2*! #"! *!1 '2!4&"# ''" *()

1. "! 2*! 1!' (' 5--4--3--2--1 *

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01-5.00 # ( ! K"# L 1'!

44

- ((#, ! 1.00-3.00 # ( ! K "# L 1'"2

2. ((!(')M!! )!0."&N!. O !'(

(' 5--4--3--2--1 *

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01- 5.00 # ( O 1'! # - ((#, ! 1.00-3.00 # ( O 1'"2

1

,*'+ ''+1 !"# #

! (1+ 2 ) /2 '0!"# ( 1 '!()

- ((#, ! 3.01 R 5.00 # ( #!) '+1'!

#

- ((#, ! 1.00 R 3.00 # ( #"2) '+1'"2

2 "#

'!+ ,' 14!

S./ ''" *()

3. 1! !"! ! !'(

5--4--3--2--1 *

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 #

45

- ((#, ! 1.00 R 3.00 # 1,,3

4. * (."&,* 0.'1+ T, ,5".!

!+2.1, )!

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 '!1'! # - ((#, ! 1.00 R 3.00 # 1,,3 '!1'"2

2

,*'+ ''!1 !"# # (3+4)/2 '0!"# ( 2 '!()

- ((#, ! 3.01 R 5.00 # ( #!) ('!1 !

"# 1'! #

- ((#, ! 1.00 R 3.00 # ( #"2) ('!1 !

"# 1'"2

3 %

)!12,'.! ("! 21'2!4&"# * 2!1" ''" *()

5. !#0 2!! # (! )!

(' 5--4--3--2--1 * !#0

46

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # (!#0 !, # - ((#, ! 1.00 R 3.00 # * (!#0 !, 4 '(' (Job Satisfaction)

''%!1+1! 5 (Churchill, Ford, & Walker, 1990) 1+1/".!! 1+.1 1+02 1+! (!. 2! "# 1, ,) 1+1#0 !,! 24! (+

Minnesota Satisfaction Questionaire '4 (%" '!" *() !*

1+1/".!! ,4%! %1+1! ((.1 2!* (0 1,*'"# "4 1,!,1(."

OO ''" *()

6. !"! ! ( # '%!''1+

+.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 ! ( # '%!''1+

- ((#, ! 1.00 R 3.00 # 1,,3 ! ( # '%!''1+

7. !"! 21, %4%!23+

+.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 %4%!23+

47

- ((#, ! 1.00 R 3.00 # 1,,3 %4%!23+

8. " # % &/",*#

+.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 &/",*#

- ((#, ! 1.00 R 3.00 # 1,,3 &/",*#

9. ( 1+1("!

+.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 1+1("!

- ((#, ! 1.00 R 3.00 # 1,,3 1+1("!

10. ,3' 1,5 !#" 1,"!

+.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 ,3' - ((#, ! 1.00 R 3.00 # 1,,3 ,3'

11. # !1 +.! (' 5--4--3--2--1 +.! ('

48

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 # !1 - ((#, ! 1.00 R 3.00 # 1,,3 # !1

12. ' #44(!("!

+.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 ' # 44(!("!

- ((#, ! 1.00 R 3.00 # 1,,3 ' # 44(!("!

13. # &I, !" #(*" #% !*') +.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 # &I, !

- ((#, ! 1.00 R 3.00 # 1,,3 # &I, !

14. "!23+1("!(,!"!(.) +.! (' 5--4--3--2--1 +.! ('

! " ! +%!# !.',3! " ! 2

49

- ((#, ! 3.01 R 5.00 # 1,,3 # &I, !

- ((#, ! 1.00 R 3.00 # 1,,3 # &I, !

4

,*'+ '%!1+1!!"# # (6+13 , 14)/8 '0!"# ( 4 '!()

- ((#, ! 3.01 R 5.00 # ( #!) (%!1+1!!

"# 1'!

- ((#, ! 1.00 R 3.00 # ( #"2) (%!1+1!!

"# 1'"2

5 '"7

%1+" 2! K (L ''" *()

15. 0 ( 1,5 h'h(

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 ( 1,5 h'h(

- ((#, ! 1.00 R 3.00 # 1,,3 ( 1,5 h'h(

16. 0 (.',3i%!#

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

50

- ((#, ! 3.01 R 5.00 # 1,,3 (.',3i%!

#

- ((#, ! 1.00 R 3.00 # 1,,3 (.',3i%!

#

17. /, !.1 (! ! (1 ( ,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 .1 ((1 (

- ((#, ! 1.00 R 3.00 # 1,,3 .1 ((1 (

5

,*'+ '1+.1 # 15+j..+17)/3 '0!"# ( 5 '!()

- ((#, ! 3.01 R 5.00 # ( #!) (1+.1 1'!

- ((#, ! 1.00 R 3.00 # ( #"2) (1+.1 1'"2

6 '%9#:"7

%1+" K# (L 1S."."" ( ''" *() 18. 02 (! 0(0.'

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

51

- ((#, ! 3.01 R 5.00 # 1,,3 02 (! 0(

0.'

- ((#, ! 1.00 R 3.00 # 1,,3 02 (! 0(

0.'

19. 02 (! 0(,"0

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 02 (! 0(,"0

- ((#, ! 1.00 R 3.00 # 1,,3 02 (! 0(,"0

20. 02 (! 1 1+ ,! (!

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 02 (! 1 1+ ,

! (!

- ((#, ! 1.00 R 3.00 # 1,,3 02 (! 1 1+ ,

! (!

21. 02 ( * !'1,

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

52

- ((#, ! 3.01 R 5.00 # 1,,3 02 ( * !'1,

- ((#, ! 1.00 R 3.00 # 1,,3 02 ( * !'1,

6

,*'+ '1+02 . # (18+j..+21)/4 '0!"# ( 6 '!()

- ((#, ! 3.01 R 5.00 # ( #!) (1+02 . 1'!

- ((#, ! 1.00 R 3.00 # ( #"2) (1+02 . 1'"2

7 '<

+! kl %1+" "#

!, ''" *()

22. kl (. +'%) !.!1 2!

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 kl (. +'%)

- ((#, ! 1.00 R 3.00 # 1,,3 kl (. +'%)

23. 1, "# !. "./ 1+

53

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 1, "# !.

"./ 1+

- ((#, ! 1.00 R 3.00 # 1,,3 1, "# !.

"./ 1+

24. !,1. () * 4+2' ,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 !,1. ()

* 4+2'

- ((#, ! 1.00 R 3.00 # 1,,3 !,1. ()

* 4+2'

7

,*'+ '1+1! # (22+j.+24)/3 ' 0!"# ( 7 '!()

- ((#, ! 3.01 R 5.00 # ( #!) (1+1!1'!

- ((#, ! 1.00 R 3.00 # ( #"2) (1+1! 1'"2

8 '"9#"%9#7>

%1+!"# ((" 0 ((S./' i%!' +1

"''" *()

54

25. 1,5 ( (* , (,"0 , ' ,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 ,3' - ((#, ! 1.00 R 3.00 # 1,,3 ,3'

9 9

!1 2! )! ( 1!!. # (* 1!!.

1,5 !'!+!1+*'+(",+ Measuring Motivation in Organizations '' (44%!. #.'!!,.!+!1+ ((. /."

q". 2! !"# ''" *()

26. !+# ! (25 (!1' 25 (' 5--4--3--2--1 * 25

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 !+# ! (25

- ((#, ! 1.00 R 3.00 # 1,,3 !+# ! (25

" 27.+0 ,!e& '$" #Ho # *,

(' 5--4--3--2--1 * %

! " ! +%!# !.',3! " ! 2

55

- ((#, ! 3.01 R 5.00 # 1,,3 (0 ,!e&

'$" #

- ((#, ! 1.00 R 3.00 # 1,,3 (0 ,!e&

'$" #

" 28. +&&, !" # &*

(' 5--4--3--2--1 * %

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 &&, !" # - ((#, ! 1.00 R 3.00 # 1,,3 &&, !" #

29. *'.(1 2!1("!O (!1' (' 5--4--3--2--1 * *'

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 *'.(1 2!

- ((#, ! 1.00 R 3.00 # 1,,3 *'.(1 2!

30. *' ! +0 ( )!(!1' (' 5--4--3--2--1 * *'

! " ! +%!# !.',3! " ! 2

56

- ((#, ! 3.01 R 5.00 # 1,,3 *' ! +0 (

- ((#, ! 1.00 R 3.00 # 1,,3 *' ! +0 (

9

,*'+ ''+!1+ # (26+j.+30)/5 '0!

"# ( 9 '!()

- ((#, ! 3.01 R 5.00 # ( #!) (''+!1+ 1'!

- ((#, ! 1.00 R 3.00 # ( #"2) (''+!1+ 1'"2

# !'+!1+ ( # 26+j.+30)/5 # ! 2 ((#, ! 5 R 3 # ( #!) ('+!1+ # ((#, ! 2 R 1 # ( #"2) ('+!1+

10 ># (Self Fulfiling Phophecy)

40 + 21,"# !%)+.! ''

" *()

31. ,3',* ( - + 21, !%)+'.

+.! -

,3' !.! 5--4--3--2--1 * ,3' !.!

! " ! +%!# !.',3! " ! 2

- ((#, ! 3.01 R 5.00 # 1,,3 ,3' - ((#, ! 1.00 R 3.00 # 1,,3 * ,3'

57

/0&(

&*]" ', &HH

1. #!. (Descriptive Statistics) # ' (,," ''$.

/&&')

2. # (Inferential Statistics) Simple Correlation (Pearson r) One-Way ANOVA' Regression (,," ''$.)

4

!!!"!#

$ 2,198 *+ 28 !,$ - 80 *+ 2,240 *+ 01 98.12 01 3 4#

1 : 5!+67+ 4 0

2: ! 08 $95450$7$6 7+ 4045:9 (￣) 5!9!4=

(S.D.)

3 $!4= 445!

08 $95450$7$67+ 40 45:9 ( ￣ ) 5!9!4= (S.D.) ANOVA Regression Analysis

X

X

59

1 : 5!+67+ 4 4 4!!!!"

PQ,6!565R5 016PR56P* #6PR 1,386 01 63.10 6P* 812 01 36.90 (4$9 4.1)

4.1 5+545 46P

6P

* 812 36.90

R 1,386 63.10

2,198 100.00

"#

PQ,6!565R5+5 31-45 0U $9+ 681 01 31.00 +5 21-25 0U 660 0130.00 + 5 26-30 0U 553 01 25.20 +5 46-60 0U 218 019.90 +495 20 67 01 3.00 4!$9+#

+5 60 0U 19 01 0.90 (4$9 4.2 )

60

4.2 5+545 4+

+

495 20 0U 67 3.00

21-25 0U 660 30.00

26-30 0U 553 25.20

31-45 0U 681 31.00

46-60 0U 218 9.90

5 60 0U 19 .90

2,198 100.00

$% &'( (#$

PQ,6!56!PQ,!0RR4$9+

1,178 01 53.60 !+0RR/0 432 01 19.70 !70/0*. 393 01 17.90 !74 117 01 5.30 4! $9+# !50RR4 78 01 3.50 (4$9 4.3)

4.3 5+545 4!PQ,+

!PQ,+

74 117 5.30

70/0*. 393 17.90

+0RR/0. 432 19.70

0RR4 1,178 53.60

50RR4 78 3.50

2,198 100.00

61

)* +, % "

PQ,6!560!*64$9+ 748 01 34.00 0!*6! * 555 01 25.30 0!

*6 0!7+ 54 483 01 22.00 0!*6!*

190 01 8.60 0!*6#9- 115 01 5.20 4! 50!*6 $9+ 107 01 4.90 (4$9 4.4) 4.4 5+545 4*60

*60

!* 190 8.60

! * 555 25.30

0!7+ 54 483 22.00

50!*6 107 4.90

4 748 34.00

#9- 115 5.20

2,198 100.00

" -.# +"

PQ,6!5657+ 401 1-2 0U$9+ 874 01 39.80 495 1 0U 509 01 23.20 5 3-5 0U 496 0122.60 5 5-10 0U 219 01 10.00 4! 5 10 0U$9+ 99 01 4.50 (4$9 4.5)

62

4.5 5+545 4$957+ 4

$957+ 4

495 1 0U 509 23.20

1-2 0U 874 39.80

3-5 0U 496 22.60

5-10 0U 219 10.00

5 10 0U 99 4.50

2,197 100.00

Missing System 1 .0

2,198 100.00

"0$1$"2"+.# +" 3 3+ " (Point Value:PV) 1$"2"

PQ,6!5657+ 4 :9 7+ 4 0[ 19,558.12 !$45# 4(Point Value:PV) :90[

11,981.09 45# (4$9 4.6)

4.6 :9 7+ 4 4(Point Value:PV) :9 5!9!4=

:9 7+

4 2,198 19,558.12 65,142.72 4

(Point Value:PV) :9

2,198 11,981.09 76,595.75

63

$&A % "1$" " ,$% B 3 ,$%

PQ,6!5657+ 44 $$9+

3 $94!5 *#9 4 Q__

#945 #9 - 6$94!!!!"R!01! 1 2,004 01 46.90 R!01! 2 1,238 01 29.00 R!*#901! 3 1,032 01 24.10 (4$9 4.7)

4.7 ! 9! 4$9Q6 !

# 3 !

!4 $ 4! Cases

! 1 2,004 46.90 92.70

! 2 1,238 29.00 57.30

! 3 *#9 1,032 24.10 47.80 4,274 100.00 197.80 Missing Cases 37

64

X

2: ! 08 $95450$7$6 7+ 4045:9 (￣) 5!9!4=

(S.D.)

6!5! 08 $95450$7$

67+ 4_6 440_65! $+

08 ! 08 $!$!$014$5!$9 1 :9 4.17 6 :9 4.04 6 +5 :9 3.97 6 *+5 :9 3.95 :9 3.94 6Q6 :9 3.92 $!$!$

:9 3.92 !$!$ :9 3.86 4401 :9 3.83 6 +5 :9 3.79 4! (4$9 4.8)

65

4.8 ! 08 $95450$7$6 7+ 4_6 440

40 5:9 5!9!

4=

! !$9 40$9 1: !$!$01

4$

4.17 .68 1 40$9 2: $

!$!$

3.92 .76 7 40$9 3: !$!$ 3.86 .87 8 40$9 4: 6Q6 3.92 .66 6 40$9 5: 6 *

+5

3.95 .67 4 40$9 6: 6

+5

3.97 .69 3 40$9 7: 6 4.04 .70 2 40$9 8: 6

+5

3.79 .87 10 40$9 9: 3.94 .65 5 40$9 10: 44

01

3.83 .93 9

66

%3* 1

6!5! 08 $95450$7$

67+ 4_6 440 440$9 1 !

* !$!$014$5! $+08 ! 08

$$5$!5$54$! 5!$9 1 :9 4.22

$5$!$99!6#= $4_[a!,$

b 015 :9 4.11 4! (4$9 4.9)

4.9 5:9 5!9!4= ! !$9 08 $95 450$7$67+ 4 440$9 1

!* !$!$014$

$c 5:9 5!9!

4=

!

!$9 1.$5$!5$54$! 4.22 .76 1 2.$5$!$99!

6#= $4_[a!,$b 015

4.11 .80 2

6!5! 08 $95450$7$

67+ 4 440$c 9!!!$!$

"_64$$!!$!$! 1,830 01 83.30 4$$!!$!$!49 368 01 16.70 4! (4$9 4.10)

67

4.10 $c 9!!!$!$

"_64$

$c

$!!$!$!49 368 16.70

$!!$!$! 1,830 83.30

2,198 100.00

6!5! 08 $95450$7$

67+ 4 4409!!6#=

6!5 $!! 1,716 01 78.10 $!

!49 482 01 21.90 4! (4$9 4.11)

4.11 $c 9!!6#=

$c

$!!49 482 21.90

$!! 1,716 78.10

2,198 100.00

6!5! 08 $95450$7$

67+ 4 440* !$!$014$

6!5 * ! 2,007 01 91.30 * !49 191 01 80.70 4! (4$9 4.12)

68

4.12 $c 9!* !$!$01 4$

$c

* !49 191 8.70

* ! 2,007 91.30

2,198 100.00

%3* 2

6!5! 08 $95450$7$

67+ 4_6 440$9 2 !$!$!$

5! $+08 ! 08 $$554_6#5 ! 0d 6#9 #R4$5 #9

!5 5!$9 1 :9 3.93 !$5!+

4 $5015 :9 3.91 4! (4$9 4.13 )

69

4.13 5:9 5!9!4= ! !$9 08 $95 450$7$67+ 4 440$9 2

!$!$!$

$c 5:9 5!9!

4=

!

!$9 3.!$5!+ 4

$5015

3.91 .91 2 4.$554_6#5 !

0d 6#9 #R4$5

#9 !5

3.93 .90 1

6!5! 08 $95450$7$

67+ 4 440!+4 *!

6!5!!+ 1,544 01 70.20 !

!+ 654 01 29.80 4! (4$9 4.14)

4.14 $c 9!!+4 *

!

$c

!!+ 654 29.80

!!+ 1,544 70.20

2,198 100.00

6!5! 08 $95450$7$

67+ 4 440R4_6#9 6!5 R4_6$ 1,534 01 69.80 5R4_6$

664 01 30.20 4! (4$9 4.15)

70

4.15 $c 9!R4_6#9

$c

5R4_6$ 664 30.20

R4_6$ 1,534 69.80

2,198 100.00

6!5! 08 $95450$7$

67+ 4 440!!$!$ 01 4$ 6!5 ! 1,788 01 81.30

!49 410 01 18.70 4! (4$9 4.16)

4.16 $c 9!!!$!$

014$

$c

!49 410 18.70

! 1,788 81.30

2,198 100.00

%3* 3

6!5! 08 $95450$7$

67+ 4_6 440 3 !$!$5!

:9 $5! 3.86 (4$9 4.17)

71

4.17 5:9 5!9!4= ! !$9 08 $95 450$7$67+ 4 440$9 3

!$!$

$c 5:9 5!9!

4=

!

!$9 5.$5$$5

$!5

3.86 .87 1

6!5! 08 $95450$7$

67+ 4 440!$!$ 6!5 !$!$

1,470 01 66.90 5!$!$ 718 01 33.10 4! (4$9 4.18)

4.18 $c 9!!$!$

$c

5!$!$ 728 33.10

!$!$ 1,470 66.90

2,198 100.00

%3* 4

6!5! 08 $95450$7$

67+ 4_6 440$9 4 6 5!

$+08 ! 08 $4 01$9$$5Q 5

!$9 1 :9 4.25 4 $$5Q"Qc :9 4.03 4 01$9 +*4 $50$! *64 :9$5# 3.96 $5c !$+5$5R545!

72

4 :9 3.83 $5*!6+ 6!0! ""9!4 :9 3.81 $5*!5:9 3.80 4!

(4$9 4.19 )

4.19 5:9 5!9!4= ! !$9 08 $95 450$7$67+ 4 440$9 4 6

$c 5:9 5!9!

4=

!

!$9 6.4 01$9$$5Q 4.05 .85 1 7.4 $$5Q"Qc 4.03 .86 2 8.4 01$9 +*4 3.96 .87 3 9.$50$! *64 3.96 .89 3 10.$5c !$+5$5R5

45!4

3.83 .93 5

11.$5*!5 3.80 .94 7

12.$5*!6+ 6!0! ""

9!4

3.81 .97 6

6!5! 08 $95450$7$

67+ 4 4405 6!5 Q 1,661 01 75.60 5Q 537 01 24.40 4! (4$9 4.20)