-I- 摘要 XL 置家作为秦皇岛市一家提供居住相关服务的民营企业，始终坚持在租赁和 二手房买卖领域持续布局和深耕，提供高品质服务，并准备在政策带动下进行跨区 域扩张。而异地跨区域扩张的成功关键在于企业的销售业绩，销售人员作为该企业 的重要员工，提升他/她们的胜任能力是提升销售业绩的必由之路。XL 置家自成立 以来，在人力资源管理过程中没有构建胜任力模型，也并未建立基于岗位胜任能力 的招聘、培训、绩效和员工激励体系。本文期望通过构建 XL 置家房屋销售人员的 胜任力模型，为 XL 置家销售人员在人力资源管理应用上提供指导和应用建议。 首先，从胜任力、胜任力模型等理论方法出发，通过对国内外胜任力理论研究、 实证研究进行梳理，确定了本文整体的写作框架及研究方法。 其次，通过对 XL 置家的基本情况的分析，包括公司简介、销售人员现状、工 作内容特点及销售人员胜任力现状等内容，提出构建销售人员胜任力模型的重要性。 再次，通过文献查阅、开放性问卷收集胜任力要素指标，通过对高低绩效组样 本进行行为事件访谈构建胜任力模型，运用层次结构分析确定胜任力要素权重，并 针对高低绩效组采用胜任力评价问卷调查数据在胜任力模型各维度的检验来验证模 型。 最后，从 XL 置家实际出发，将模型运用到 XL 置家企业实践当中，提出在 XL 置家销售人员在招聘配置、培训培养、绩效管理和员工激励等人力资源方面的应用 建议。 关键词，XL 置家；销售人员；胜任力；胜任力模型燕山大学工商管理硕士学位论文 -II- Abstract XL Home is a private enterprise providing residential related services in Qin Huangdao, has always insisted on continuous layout and deep cultivation in the field of rental and second-hand housing sales, providing high-quality services, and preparing for fissionable cross-regional expansion under the policy. At present, its market share is mainly represented by the sales performance of the company. To accelerate the cross-regional expansion and make a profit in the competition, it is necessary to improve the sales performance of the company and improve the competence of the sales personnel. The only way to improve sales performance is to improve sales personnel. This article expects to build the competence model of the XL home sales staff to provide guidance and application suggestions for the XL home sales staff in the application of human resources management. Firstly, this paper introduces the background, research purpose and research significance of this topic, combs the theory of competence and empirical research at home and abroad, and determines the overall writing framework and research methods of this article. Secondly, it introduces the basic situation of XL home, including the company profile, the current situation of sales personnel, the characteristics of work content and the current situation of sales personnel competence, and puts forward the importance of building the model of sales personnel competency. Once more, this study adopts the method of competency model through literature review and open questionnaire collection of competency factor indicators, through the high and low performance group sample behavior events interviews to build competency model, using hierarchical structure analysis to determine the weight of competence factor. According to the high and low performance group, the competency evaluation questionnaire data used to verify the model in each dimension of the competency model. Finally, according to the actual situation of XL home, this paper applies the model to the practice of XL home business, and puts forward some human resource suggestions inAbstract -III- the field of recruiting, training, performance management and staff motivation. Keywords: XL Home; sales staff; competency; competency model目 录 -V- 目 录 摘要....................................................................................................................................I Abstract.................................................................................................................................II 第 1 章 绪 论.....................................................................................................................1 1.1 选题背景和研究意义..............................................................................................1 1.1.1 选题背景..........................................................................................................1 1.1.2 研究意义..........................................................................................................1 1.2 国内外研究现状......................................................................................................2 1.2.1 国外研究现状..................................................................................................2 1.2.2 国内研究现状..................................................................................................3 1.2.3 国内外研究评述..............................................................................................5 1.3 研究内容和方法......................................................................................................6 1.3.1 研究内容..........................................................................................................6 1.3.2 研究方法..........................................................................................................7 1.3.3 研究技术路线..................................................................................................7 第 2 章 胜任力相关理论.....................................................................................................9 2.1 胜任力的理论发展..................................................................................................9 2.1.1 胜任力的提出与发展......................................................................................9 2.1.2 胜任力的定义................................................................................................10 2.1.3 胜任力的特点................................................................................................ 11 2.2 胜任力模型的内涵及理论模型............................................................................12 2.2.1 胜任力模型的内涵........................................................................................12 2.2.2 胜任力的理论模型........................................................................................12 2.3 胜任力模型的构建方法........................................................................................14 2.4 本章小结................................................................................................................15 第 3 章 XL 置家公司介绍及销售人员胜任力现状.........................................................16 3.1 XL 置家介绍..........................................................................................................16燕山大学工商管理硕士学位论文 -VI- 3.1.1 XL 置家公司简介...........................................................................................16 3.1.2 XL 置家员工概况...........................................................................................18 3.2 XL 置家销售人员胜任力现状..............................................................................19 3.2.1 XL 置家销售人员的主要工作内容及特点...................................................19 3.2.2 XL 置家销售人员胜任力现状分析...............................................................21 3.3 本章小结................................................................................................................23 第 4 章 XL 置家销售人员胜任力模型体系构建.............................................................24 4.1 胜任力特征指标的确定........................................................................................24 4.1.1 胜任力要素指标文献调研............................................................................24 4.1.2 胜任力要素指标问卷调研............................................................................25 4.2 研究设计与数据收集............................................................................................26 4.2.1 样本选择........................................................................................................26 4.2.2 访谈提纲及实施............................................................................................27 4.2.3 数据编码与整理............................................................................................28 4.3 胜任力模型权重系数............................................................................................32 4.3.1 胜任力的要素权重确定................................................................................32 4.3.2 XL 置家销售人员胜任力要素权重的计算...................................................33 4.3.3 XL 置家销售人员胜任力模型.......................................................................36 4.4 效度检验................................................................................................................37 4.4.1 问卷设计........................................................................................................38 4.4.2 样本选取........................................................................................................38 4.4.3 调查实施及结果分析....................................................................................39 4.5 本章小结................................................................................................................41 第 5 章 XL 置家销售人员胜任力模型应用建议.............................................................42 5.1 XL 置家销售人员胜任力模型在招聘选拔中的应用..........................................43 5.2 XL 置家销售人员胜任力模型在培训培养中的应用..........................................46 5.3 XL 置家销售人员胜任力模型在绩效管理中的应用..........................................47 5.4 XL 置家销售人员胜任力模型在员工激励中的应用..........................................48 5.5 本章小结................................................................................................................49 结 论.................................................................................................................................50目 录 -VII-