摘要
从我国保险业的发展来看，虽然行业经历过短暂的沉寂，但近年来迈向了高速发展
期，从事保险行业的人员数量也已经近千万，这在一定程度上促进了保险行业的激烈市
场竞争。对于保险公司而言，老客户二次销售是公司提升业务的有效途径之一，因此如
何服务好客户显得尤为重要。保险公司前台员工作为直接接触到客户的公司员工，其服
务水平尤为重要，只有努力提升前台员工的工作绩效，保险公司才能在激烈的市场竞争
中谋求新发展。在国内外对工作绩效的研究中总结发现，企业的后台服务质量是影响员
工绩效的重要组成部分，因此研究后台服务质量与工作绩效之间的关系日益成为学界各
学者的关注重点。而工作满意度作为一个相对较为稳定的变量，经过多年的理论与实践
研究，发现让其作为工作绩效研究的影响变量更具有稳定性、普适性。
对于 T保险公司而言，面对现在激烈的保险市场的竞争与公司由保险向大医养转型
的契机，虽然前台、后台的员工人数增加，但前台员工的工作绩效却没有增长反而有所
降低，客户投诉量增加、前后台工作配合度纰漏增加、工作效率低、员工离职率高等问
题日益凸显。为了提升 T保险公司前台员工工作绩效，本文借鉴国内外对后台服务质量
与工作绩效研究的理论，创新性地将员工满意度加入其中作为中介变量去研究 T保险公
司后台服务质量与前台员工满意度之间的关系。
因此，本文以 T保险公司河南 22家子公司为研究对象，根据T保险公司前台员工
工作绩效现状及影响因素分析，选用合适的后台服务质量量表、前台员工满意度量表与
前台员工工作绩效量表，通过对 T保险公司前台员工进行线上调查问卷，深入了解该群
体对后台服务质量的感受、其满意度以及工作绩效的具体情况，并利用 SPSS统计分析
软件，对所得数据进行整理、描述统计分析、信度检验、回归分析和假设检验，得出如
下结论：后台服务质量对前台员工绩效具有正向影响，前台员工满意度在后台服务质量
和前台员工工作绩效之间有中介作用。
最后，根据问卷调查研究结果，结合T保险公司的发展实践，从后台服务质量及前
台员工满意度中提出了一些针对性的建议与改进措施，本研究对提升T保险公司前台员
工工作绩效以及推动企业向好发展具有重要的参考、借鉴意义。
关键词：T保险公司；后台服务质量；前台员工满意度；工作绩效
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ABSTRACT
From the perspective of the development of China's insurance industry, although the industry has
experienced a short silence, it has moved towards a period of rapid development in recent years, and the
number of people engaged in the insurance industry has reached nearly ten million, which has promoted the
fierce market competition in the insurance industry to a certain extent. For insurance companies, the second
opening of old customers is one of the effective ways for the company to improve its business, so how to
serve customers is particularly important. As the company's employees who have direct contact with
customers, the service level of front desk employees of insurance companies is particularly important. Only
by trying to improve the work performance of front desk employees, can insurance companies seek new
development in the fierce market competition. In the research on job performance at home and abroad, it is
concluded that the background service quality of enterprises is an important part affecting employee
performance. Therefore, the research on the relationship between background service quality and job
performance has increasingly become the focus of academic scholars. As a relatively stable variable, job
satisfaction, after years of theoretical and practical research, is found to be more stable and universal as an
influencing variable in job performance research.
For t insurance company, facing the fierce competition in the insurance market and the
opportunity of the company's transformation from insurance to large-scale medical care, although the
number of front office and back office employees increased, the work performance of front office
employees did not increase, but decreased, the number of customer complaints increased, the work
coordination between front and back offices increased, and the work efficiency was low The problem of
high turnover rate of employees has become increasingly prominent. In order to improve the job
performance of front office employees of T insurance company, this paper draws lessons from the research
theories of back office service quality and job performance at home and abroad, and creatively adds
employee satisfaction as an intermediary variable to study the relationship between back office service
quality and front office employee satisfaction of T insurance company.
Therefore, this paper takes 22 branches of T insurance company in Henan as the research object,
selects the appropriate back office service quality scale, front office employee satisfaction scale and front
office employee job performance scale, and deeply understands the group's feelings, satisfaction and job
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