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研究生:倪玉玲
研究生(外文):NI, YU-LING
論文名稱:情緒耗竭、組織承諾與工作幸福感關係之研究:以台灣南部保險業務員為例
論文名稱(外文):The Relationship within Emotional Exhaustion, Organizational Commitment, and Work Well-Being:Insurance Sales Representatives in Southern Taiwan
指導教授:黃佳純黃佳純引用關係
指導教授(外文):Huang,Jie-Tsuen
口試委員:劉廷揚謝馥蔓王湧泉
口試委員(外文):LIU,TING-YANGHSIEH, FU-MANWANG,YUNG-CHUAN
口試日期:2017-06-27
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:106
中文關鍵詞:情緒耗竭組織承諾工作幸福感保險業務員
外文關鍵詞:Emotional ExhaustionOrganizational CommitmentWork Well-BeingInsurance Sales Representatives
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隨著時代發展,服務業已成為我國經濟主體,而近年來金融保險業的從業比例也不斷增長。本研究旨在探討台灣南部保險業務員情緒耗竭與工作幸福感之關係,並以組織承諾的三構面(情感性、持續性、規範性)作為中介變項。研究方法為文獻分析與調查研究法,研究對象為台灣南部保險業務員,共發出406份問卷,回收有效問卷356份,回收率87.68%。問卷回收以SPSS 20.0統計軟體進行資料分析,統計方法為描述性統計、皮爾森積差相關、因素分析、階層迴歸分析等。根據研究結果與分析歸納之研究結論如下所述:
一、情緒耗竭對工作幸福感具有顯著負向的影響。
二、情緒耗竭對情感性組織承諾具有顯著負向影響。
三、情緒耗竭對持續性組織承諾具有顯著負向影響。
四、情緒耗竭對規範性組織承諾具有顯著負向影響。
五、情感性組織承諾對工作幸福感具有顯著正向影響。
六、規範性組織承諾對工作幸福感具有顯著正向影響。
七、情感性組織承諾在情緒耗竭與工作幸福感之間具有完全中介效果。
八、規範性組織承諾在情緒耗竭與工作幸福感之間具有完全中介效果。
關鍵字:情緒耗竭、組織承諾、工作幸福感、保險業務員

As the progress of time, service industry has become the economic subject of our country, and in recent years the proportion of financial and insurance industry is also growing.The study explores the relationship of emotional exhaustion and work well-being of insurance salesmen in south Taiwan. In addition, the study examines the mediating effect of organizational commitment (affective commitment, continuance commitment, normative commitment) on the relationship of emotional exhaustion and work well-being. The research method includes literature review and survey. The sample of the study was insurance salesmen in south Taiwan. A total of 406 questionnaires were distributed, 356 valid questionnaires returned. The valid return rate is 87.68%. The collected data were analyzed by descriptive statistics, Pearson’s correlation analysis, exploratory factor analysis and hierarchical regression analysis. The results are as follows :

1.Emotional exhaustion has significant negative effect on work well-being.
2.Emotional exhaustion has significant negative effect on affective commitment.
3.Emotional exhaustion has significant negative effect on continuance commitment.
4.Emotional exhaustion has significant negative effect on normative commitment.
5.Affective commitment has significant positive effect on work well-being.
6.Normative commitment has significant positive effect on work well-being.
7.Affective commitment has a mediating effect on the relationship between emotional exhaustion and work well-being.
8.Normative commitment has a mediating effect on the relationship between emotional exhaustion and work well-being.
Key words : Emotional Exhaustion, Organizational Commitment, Work Well-Being, Insurance Sales Representatives

摘要
ABSTRACT
謝誌
目錄
表目錄
圖目錄
第一章 緒論
第一節 研究背景與動機
第二節 研究目的
第三節 研究流程
第二章 文獻探討
第一節 情緒耗竭
第二節 組織承諾
第三節 工作幸福感
第四節 情緒耗竭、組織承諾與工作幸福感關係之探討
第三章 研究方法
第一節 研究架構
第二節 研究假設
第三節 研究變項之操作型定義與衡量工具
第四節 研究對象
第五節 資料分析方法
第六節 量表之信效度分析
第四章 研究分析與結果
第一節 描述性統計分析
第二節 相關分析
第三節 情緒耗竭、組織承諾與工作幸福感之影響分析
第四節 組織承諾在情緒耗竭與工作幸福感關係上的中介效果
第五節 研究假設驗證
第五章 結論與建議
第一節 研究結論
第二節 研究建議
第三節 研究限制與後續研究建議
參考文獻
一、中文部分
二、網路資源
三、英文部分
附錄一 ANOVA表格




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