臺灣博碩士論文加值系統

角色壓力（角色衝突和角色模糊）已與工作倦怠連結作為一項重要的工作壓
力來源，社會支持與知覺組織支持可能間接影響角色壓力形成工作倦怠的過程。
本研究探討第一線員工角色壓力與工作倦怠的相關性，透過社會支持與知覺組織
支持的干擾效果，設計取樣全家便利商店高雄縣市與屏東縣市 241 位第一線員工
受訪者。調查結果顯示，角色壓力顯著正相關影響工作倦怠，角色壓力與社會支
持交互作用下對工作倦怠無顯著干擾效果，知覺組織支持與社會支持交互作用下
對工作倦怠無顯著干擾效果，角色衝突與知覺組織支持交互作用下顯著負相關影
響工作倦怠，本研究的結論為角色壓力確實是工作倦怠的重要預測因子，雖然角
色衝突與工作倦怠無相關性，但角色模糊確實提升了工作倦怠程度。

Role stress（role conflict and role ambiguity）has been linked with the job burnout as an important source of job stress, social support and perceived organizational support may indirectly affect the process that role stress form of job burnout. This research investigated the relationship of role stress and job burnout of first-line employees, through social support and perceived organizational support as moderators. This study sampling Kaohsiung and Pingtung counties 241 front-line employees respondents from Family Mart convenience store. The findings reveal that: a significant positive correlation under the impact of role stress and job burnout. Under the mutual of role stress and social support no significant moderating effect on job burnout. Under the mutual of perceived organizational support and social support no significant moderating effect on job burnout. Under the mutual of role conflict and perceived organizational support is significant negative correlation of job burnout. Conclusions of this study is that role stress is really important predictors of job burnout. Although role conflict and job burnout no correlation, but role ambiguity indeed improved job burnout.

中文提要....................................................i
英文提要...................................................ii
誌謝.....................................................iii
目錄......................................................iv
表目錄.....................................................vi
圖目錄....................................................vii
壹、緒論....................................................1
（一）研究背景...............................................1
（二）研究動機...............................................5
（三）研究目的...............................................5
（四）研究流程...............................................5
貳、文獻探討.................................................7
（一）角色壓力...............................................7
（二）工作倦怠...............................................8
（三）社會支持..............................................10
（四）知覺組織支持...........................................12
參、研究設計與方法...........................................14
（一）研究架構..............................................14
（二）研究假設..............................................15
（三）變數之操作型定義及衡量...................................19
（四）問卷設計及前測.........................................20
（五）研究分析方法...........................................21
肆、資料分析與假設驗證........................................24
（一）樣本結構分析...........................................24
（二）信效度分析.............................................27
（三）假設檢定..............................................31
伍、研究結論與建議...........................................36
（一）理論意涵..............................................36
（二）實務意涵..............................................37
（三）研究限制及未來研究建議...................................38
參考文獻...................................................40
附錄一.....................................................48

中文文獻
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3.許順旺、林瑋婷、蘇紅文，2010，國際觀光旅館宴會廳內外場員工工作壓力、工作倦怠與離職傾向之相關研究－以社會支持為干擾變項，商管科技季刊，第十一卷，第二期
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