臺灣博碩士論文加值系統

本研究係探討公務人員工作壓力與員工偏差行為、組織公民行為、離職傾向與工作投入之間的關係，並考量中介變項負面情緒及正面情緖影響公務人員受到工作壓力時的員工偏差行為及組織公民行為程度，同時考量人格特質和情緖智力這二個調節變項影響公務人員受到工作壓力時的負面情緒及正面情緒的程度，以作為管理上之參考。
本研究採取文獻探討及量化問卷方式，針對政府機關公務人員進行隨機抽樣，自106年1月23日至106年3月31日止，獲得有效樣本332份，並以統計軟體SPSS進行資料分析。經統計分析後歸納出下列結論：(一)負面情緒具有中介工作壓力和員工偏差行為之間的效果；(二)正面情緒具有中介工作壓力和組織公民行為之間的效果；(三)工作壓力和離職傾向存在正向相關；(四)工作壓力和工作投入存在負向相關；(五)人格特質將會調節工作壓力與負面情緒之關係。

In this study, we examine the relationship among civil-servants’ deviant behavior, job stress, organizational citizenship behaviors and turnover intention. And we also explore whether positive and negative emotion really mediate the relationship between job stress and emotion, and whether public servants’ personality traits and emotional intelligence moderate the relationship between job stress and job emotion.
In this study, a total of 332 valid samples were obtained from January 23, 2017 to March 31, 2017 in public sector. The empirical results are as follows:
1.The negative emotion has mediated the relationship between role ambiguity, work load and deviant behaviors. 2.The positive emotion has partly mediated the relationship between role ambiguity and organizational citizenship behaviors. 3.The job stress has significant positive influence to the turnover intention. 4.The role ambiguity has significant negative influence to the job involvement. 5.The extraversion and agreeableness has moderated the relationship between job stress and negative emotion.

摘要 i
目次 iii
表目錄 iv
圖目錄 vi
第一章 緒論 1
第一節 研究背景及動機 1
第二節 研究目的及問題 5
第三節 研究方法 7
第四節 研究範圍與流程 9
第二章 文獻探討 13
第一節 工作壓力 13
第二節 員工偏差行為與組織公民行為 20
第三節 情緒、人格特質及情緒智力 29
第四節 離職傾向 40
第五節 工作投入 48
第三章 研究設計 55
第一節 假設建立與研究架構 55
第二節 問卷設計與抽樣方法 63
第三節 統計分析方法 74
第四章 統計資料分析 77
第一節 受訪對象基本資料分析 77
第二節 信度與效度分析 79
第三節 相關分析 85
第四節 t檢定與單因子變異數分析 94
第五節 假設驗證 114
第五章 結論 139
第一節 研究發現 139
第二節 研究建議 143
第三節 研究限制與後續研究建議 146
參考文獻 149
附錄（正式問卷） 165
表目錄
表3-2-1 工作壓力量表 64
表3-2-2 情緒量表 65
表3-2-3 員工偏差行為量表 66
表3-2-4 組織公民行為量表 67
表3-2-5 離職傾向量表 68
表3-2-6 工作投入量表 69
表3-2-7 人格特質量表 70
表3-2-8 情緒智力量表 72
表4-1-1 調查對象基本資料表 78
表4-2-1 各構面因素負http://cloud.ncl.edu.tw/manager_thesis_acts.php?PHPSESSID=vo4gmeb65nbdiavna6c96sesq1&Pact=edit&step=1&Pgid=762994#載值、KMO值暨信度α值 81
表4-3-1 各構面相關分析表 93
表4-4-1 性別對各構面之t檢定分析表 95
表4-4-2 婚姻狀況對各構面之t檢定分析表 97
表4-4-3 主管別對各構面之t檢定分析表 99
表4-4-4 年齡對各構面之單因子變異數分析表 103
表4-4-5 教育程度對各構面之單因子變異數分析表 108
表4-4-6 服務年資對各構面之單因子變異數分析表 113
表4-5-1 負面情緒中介工作壓力與員工偏差行為之階層迴歸分析表 118
表4-5-2 正面情緒中介工作壓力與組織公民行為之階層迴歸分析表 121
表4-5-3 工作壓力與離職傾向迴歸分析表 123
表4-5-4 工作壓力與工作投入迴歸分析表 125
表4-5-5 人格特質調節工作壓力與負面情緒之階層迴歸分析表 128
表4-5-6 人格特質調節工作壓力與正面情緒之階層迴歸分析表 129
表4-5-7 情緒智力調節工作壓力與負面情緒之階層迴歸分析表 133
表4-5-8 情緒智力調節工作壓力與正面情緒之階層迴歸分析表 134
表4-5-9 整體假設驗證結果表 135
圖目錄
圖1-4-1 研究流程圖 11
圖2-2-1 職場偏差行為之類型（Typology of Deviant Workplace Behavior） 22
圖2-2-2 一般CWB－OCB情緒模型（The general CWB–OCB emotion model） 27
圖2-3-1 情緒調節過程模型（A process model of emotion regulation） 31
圖2-4-1 離職決策過程模型（the employee turnover decision process） 42
圖2-4-2 簡化的離職決策過程模型（A simplified representation of intermediate linkages in the employee withdrawal decision process） 43
圖2-4-3 離職過程工作模型（working model of the turnover process） 44
圖2-4-4 離職過程修正模型（Revised model of the turnover process） 45
圖2-5-1 Vroom的期望理論模式（expectancy theory model） 50
圖2-5-2 Kanungo的動機性架構（motivational framework） 51
圖2-5-3 Rabinowitz和Hall的綜合理論模式（comprehensive model） 52
圖3-1-1 研究架構圖 62
圖4-5-1 因果分析係數圖 114
圖4-5-2 外向性調節工作壓力、負面情緒圖 130
圖4-5-3 親和性調節工作壓力、負面情緒圖 131

一、中文部分
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二、英文部分
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三、網路資源
王淑俐，詹昭能（2000年12月）。情緒心理學。國家教育研究院。2016年10月29日，取自http://terms.naer.edu.tw/detail/1309693/。
銓敘部。中華民國105年銓敘統計年報。2017年4月16日，取自http://www.mocs.gov.tw/pages/detail.aspx?Node=1201&Page=5289&Index=4。