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研究生:羅姍姍
研究生(外文):Lo, Shan-Shan
論文名稱:早期療育專業治療師之壓力源與倦怠之關係-以社會支持為調節變項
論文名稱(外文):The relationship between stressor and burnout among professional therapist of Early Intervention Program for Children with developmental delay: Perceived social support as the moderator variable.
指導教授:陳世欣陳世欣引用關係
指導教授(外文):Chen, Shih-Shin
口試委員:陳世欣陳楚杰楊翠芬
口試委員(外文):Chen, Shih-ShinChen, Chu-ChiehYang, Tsui-Fen
口試日期:2011-07-27
學位類別:碩士
校院名稱:國立臺北護理健康大學
系所名稱:健康事業管理研究所
學門:商業及管理學門
學類:醫管學類
論文種類:學術論文
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:98
中文關鍵詞:壓力源社會支持倦怠溝通
外文關鍵詞:stressorsocial supportcommunicationburnout
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研究背景:發展遲緩兒童早期療育之醫療服務工作,乃以兒童及其家庭為核心,提供案童及其家庭整合性之服務。隨著衛生福利政策之推行,早療之服務工作日漸多元化,因此提供早期療育服務之專業治療師除了現行之工作外,為及時反映服務現況、提昇服務品質及增加服務廣度,於現有的人力之下無形中增加工作量。鑑於職業壓力對於從事醫療服務工作者之影響漸受重視,對於早療專業治療師曝露於壓力源中的狀況,以及社會支持對於壓力源與倦怠之間關係的影響,實有必要進一步探討。
研究目的:本研究欲探討在此多重的責任之下,提供早療服務之專業治療師之壓力源與倦怠形成的相關性,並進一步探討在壓力源與倦怠的關係中社會支持的調節效果。
研究方法:本研究以臺北市衛生局早期療育合約之22家醫療院所的專業治療師作為研究對象。以問卷調查法的方式進行資料蒐集,採普查的方式進行收案,共寄發275份問卷,回收之有效問卷為248份,有效問卷回收率為90.18%。採用SPSS 18.0 for Windows版進行統計分析,資料分析包括研究對象基本資料之描述性統計分析、早期療育專業治療師工作壓力與倦怠之廻歸分析、假說檢定之推論性統計分析,以及壓力源與社會支持交互作用之下,對倦怠產生影響之假說檢定。
結果與建議:研究結果顯示,管理角色壓力源與情緒耗竭呈正相關,上司賞識及組織氣氛壓力源與去人格化呈正相關。進一步以交互作用分析,管理角色壓力源與情緒耗竭關係,受非正式溝通影響而降低;組織氣氛壓力源與去人格化之關係,受正式溝通的影響而降低;而上司賞識壓力源與去人格化之關係,受到非正式溝通影響而降低。
以學術之觀點,不同的溝通頻率對於壓力源的影響,會依壓力源之實質內涵對倦怠產生不同的結果。因此不同的壓力源會受到不同社會支持的影響。
實務應用方面,以正式或非正式溝通進行社會支持時,應將壓力源的特性及可能影響因素,例如:組織氣氛、團隊對於溝通之認知或團隊成員特質列入考量,使早期療育專業治療師可經由適切的溝通達到互惠,降低倦怠發生的可能性。

Background: The concept of Early Intervention Program (EIP) for children with developmental delay is to provide an integrated medical service, which means not only to coordinate rehabilitation programs, but to provide consulting, social welfare, educational information, as well as other medical services for their family. With the implementation of Health Care Policy related to service quality and quantity, the EIP therapists have to manage increasing workload. In view of the impact of stressors in working environment, the influence on therapists has been getting attention, and the relationship of social support toward stressors and burnout needs to be concerned.
Purpose: To explore whether therapists’ stressors would result in their burnout, as well as the social support provided to the therapists would influence the relationship between stressors and burnout while these therapists provide the early intervention services under variously of responsibilities.
Method: This research used a sample of 248 professional therapists in the 22 contracted EIP hospitals with Health Bureau of Taipei City Government, and data were collected by questionnaire survey. 275 questionnaires were sent to the therapists, and 248 questionnaires were completed. The response rate is 90.18%. Data analysis included sample describe analysis, hierarchical regression analysis, and interaction analysis, using SPSS 18.0 for Windows to explore the effect of social support perceived on occupational stressors and burnout.
Results and Suggestions: The results show that occupational stressors of managerial role are positively associated with emotional exhaustion. In addition, stressors of work relationships and organizational climate are positively correlated with depersonalization. Furthermore, to analysis the interacting effect of social support between stressors and burnout, stressors of managerial role would reduce the relevance of emotional exhaustion, relationship between stressor of recognition and depersonalization would decrease through informal communication. The stressor of organizational climate decreased the correlation with depersonalization through formal communication.
From the academic point, different communication mode with the stressors would constitute different results. Therefore, the relationship between stressors and burnout would affect by difference kinds of social support.
At the view of practical applications, the effect of stressors should be taken into consideration, such as organizational climate, communication of knowledge for the team, or team member characteristics.EIP professional therapists can reduce the possibilities of burnout through appropriate communication reciprocity.

國立臺北護理健康大學健康事業管理(系)研究所碩士論文摘要 I
ABSTRACT II
目錄 III
表目錄 V
圖目錄 VI

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究的重要性 3
第三節 研究目的 5
第二章 文獻探討 6
第一節 職業壓力理論 6
第二節 測量工具的發展 13
第三節 工作壓力源與社會支持的關係 15
第三章 研究方法與架構 21
第一節 研究設計 21
第二節 概念性架構 21
第三節 研究變項之操作性定義 22
第四節 研究假說之陳述 23
第五節 研究工具與測量方式 26
第六節 研究對象與問卷施測方式 28
第七節 量表信效度檢定 29
第八節 資料處理與分析方法 36
第四章 研究結果 40
第一節 問卷回收統計結果 40
第二節 研究對象之描述性統計 40
第三節 工作壓力與倦怠之廻歸分析與假說檢定 49
第四節 壓力源與社會支持交互作用之假說檢定 50
第五節 本章總結 60
第五章 討論與建議 61
第一節 研究結果與討論 61
第二節 研究結綸 64
第三節 研究限制與建議 65
第四節 應用於管理實務之意涵 66
第五節 未來研究之建議 66
附錄一 82
附錄二 83
附錄三 受試者說明書 84
附錄四 工作壓力問卷 (OSI-2)壓力源分量表 85
附錄五 背景資料 88
附錄六 MASLACH BURNOUT INVENTORY (中文版) 89
附錄七 社會網絡調查表 91


表目錄

表一研究變項之操作性定義 22
表二壓力源量表之因素分析結果摘要表 31
表二(續)壓力源量表之因素分析結果摘要表 32
表二(續)壓力源量表之因素分析結果摘要表 33
表三參與專家效度檢核之專家、學者名單 34
表四專家效度檢核分析結果摘要表 35
表五量表信度分析結果摘要表 36
表六問卷回收率及有效問卷統計摘要表 41
表七研究樣本屬性之分佈 42
表七(續)研究樣本屬性之分佈 43
表八臺北市早期療育專業治療師分佈摘要 44
表九各研究變項的平均值與標準差摘要表 45
表十各醫療院所溝通頻率摘要表 47
表十一早療專業人員溝通頻率摘要表 48
表十二正式溝通,壓力源與情緒耗竭之廻歸分析 51
表十三非正式溝通,壓力源與情緒耗竭之廻歸分析 52
表十四正式溝通,壓力源與去個人化之廻歸分析 53
表十五非正式溝通,壓力源與去個人化之廻歸分析 54
表十六正式溝通,壓力源與個人成就之廻歸分析 55
表十七非正式溝通,壓力源與個人成就之廻歸分析 56

圖目錄

圖一. 社會支持與壓力及倦怠之間的三種關係 17
圖二. 概念性架構 22
圖三. 正式溝通對人際關係壓力源與情緒耗竭關係的調節效果 58
圖四. 非正式溝通對管理角色壓力源與情緒耗竭關係的調節效果 59
圖五. 正式溝通對組織氣氛壓力源與去人格化關係的調節效果 60
圖六. 非正式溝通對上司賞識壓力源與去人格化關係的調節效果 61


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