工作壓力源、情緒耗竭與組織公民行為關係之研究

Abstract

近十年來，科技的進步、全球市場趨勢、組織型態或工作性質的改變，以及工作負荷過重或不安全的工作場域等，皆是造成工作壓力的重要推手。有鑑於此，本研究旨在探討工作壓力源、情緒耗竭與組織公民行為的關係，同時檢驗組織公民行為的中介效果。研究過程主要採用問卷調查法，以職場工作者為研究對象，並以便利取樣方式抽樣，再進行問卷調查。在回收的458份中，有效問卷為396份，回收問卷的有效率達86.5%。針對獲致的研究資料，主要採用描述性統計分析、信度分析、驗證性因素分析、相關分析、多元迴歸分析以及中介效果檢定等方法進行統計分析。獲致的主要結論包括：(1)工作壓力源對情緒耗竭具有顯著正向影響；(2)工作壓力源對組織公民行為具有顯著正向影響；(3)組織公民行為對情緒耗竭具有顯著負向影響；(4)組織公民行為在工作壓力源與情緒耗竭之間具有部分中介效果。最後，除根據研究結論提出後續的相關研究建議之外，也提出實務運用的建議，以供實務界在降低員工工作壓力感受及提升組織的認同感等方面之重要參考。In the past decade, advancements in technology, global market trends, changes in organizational structure or job nature, as well as high workload or unsafe working environments have all been significant contributors to work-related stress. In light of this, this study aims to explore the relationships among sources of work stress, emotional exhaustion, and organizational citizenship behavior, while examining the mediating effect of organizational citizenship behavior. A questionnaire survey was employed as the primary research method, targeting employees in various workplaces. A convenience sampling approach was adopted, and a total of 458 questionnaires were collected, of which 396 were valid, resulting in an effective response rate of 86.5%. Descriptive statistics, reliability analysis, confirmatory factor analysis, correlation analysis, and multiple regression analysis were used to perform statistical analyses. The main conclusions drawn from this study are as follows: (1) sources of work stress have a significant positive impact on emotional exhaustion; (2) sources of work stress have a significant positive impact on organizational citizenship behavior; (3) organizational citizenship behavior has a significant negative impact on emotional exhaustion; and (4) organizational citizenship behavior has a partial mediating effect between sources of work stress and emotional exhaustion. Finally, in addition to making future research suggestions based on the research conclusions, practical suggestions are also proposed to help reduce employees' perceived work stress and enhance organizational identification.