探討ICT工作要求、職場通訊壓力與離職傾向間的關係—以知覺主管支持作為調節變項

Abstract

隨著智慧型手機的蓬勃發展，利用手機、平板中的非同步型通訊工具進行工作聯絡已經是相當常見的溝通管道。但當科技為工作帶來便利的同時，也可能衍生出職場通訊壓力為職場帶來負面影響。本研究在文獻回顧的過程中，發現職場上的職場通訊壓力可能會使員工產生離職行為。故本研究針對雙北市294名保險業務員為研究對象實施問卷調查，共計回收237份有效問卷，以SPSS與AMOS統計軟體分析「ICT工作要求」、「職場通訊壓力」與「離職傾向」間的互動關係，與檢驗「知覺主管支持」的調節作用，並討論研究結果在實務上的管理意涵。研究結果發現：(1)ICT工作要求和職場通訊壓力的現象在職場中對雙北市保險業務員來說相當普遍、(2)保險業務員的「ICT工作要求」會顯著正向影響「職場通訊壓力」、(3)保險業務員的「職場通訊壓力」會顯著正向影響「離職傾向」、(4)保險業務員的「知覺主管支持」會減緩原先「ICT工作要求」對「職場通訊壓力」產生的正向影響，扮演調節的角色。本研究建議組織應持續關注ICT工具與職場通訊壓力的相關議題，並透過管理手段預防其對員工產生的潛在危害。With technological advances, more and more ICT tools had been applied to both our lives and works. People started to utilize the smartphone as an asynchronous communication tool for business use. However, while technology brought convenience to work, it may also generate workplace telepressure that negatively affects the workplace. This study examined the relationship among ICT work demands, workplace telepressure, intention to leave, and the moderating effect of perceived supervisor support. The data was collected from insurance solicitors in Taipei and New Taipei City (n=237). The findings of this study reveal that (1)ICT work demands and telepressure are ubiquitous in the workplace to insurance solicitors, (2)ICT work demands have a significant positive effect on workplace telepressure, (3)workplace telepressure has a significant positive effect on the intention to leave, (4)the positive relationship between ICT work demands and workplace telepressure is negatively moderated by perceived supervisor support. We suggest that organizations should keep paying attention to workplace telepressure, and prevent potential harm to employees through management methods.