臺灣博碩士論文加值系統

隨著社會環境劇烈變遷，讓餐飲業組織與員工均面對高度競爭力。除此之外，員工須面對工作與家庭均衡等不同層面要求，長時間之下也造就了壓力的產生。本研究根據Cavanaugh、Boswell、Roehling及Boudreau (2000)提出之觀點，探討挑戰型壓力、抑制型壓力與工作績效之關係。過去學者在探討工作壓力研究時，常加入社會支持，本研究則將支持範圍縮小至情感資源為主。最後，加入工作標準化探討對情感資源與工作績效關係之干擾影響。
因此，本研究提出三項研究目的：(1)探討挑戰型壓力、抑制型壓力與工作績效之關係。(2)探討情感資源分別對「挑戰型壓力與工作績效之關係」以及「抑制型壓力與工作績效之關係」所產生的中介效果。(3)探討工作標準化是否會對「情感資源與工作績效之關係」產生干擾效果。
本研究以實務工作者為研究對象，採取立意抽樣法發放主管員工配對問卷，共224份有效問卷。研究結果發現：(1)挑戰型壓力會正向影響工作績效、抑制型壓力會負向影響工作績效；(2)情感資源會中介主效果之關係；(3)工作標準化會干擾情感資源與工作績效之關係。最後，本研究之管理意涵如 下：(1)強化企業重視員工工作壓力之觀念與行動；(2)提倡「家人式」企業文化、「高承諾型」人力資源管理方式與營造友善情感資源工作職場；(3)落實餐飲業總公司「工作標準化」之建立。

Catering company and their employees both face high competitive environment, since it become dynamic.In addition, employees always face with work and family balance issues, these requirements from different aspects resulting in employee stress for a long time. This study bases on the views of Cavanaugh et al. (2000), is discussing the relationships between two types of stressors and job performance. Previous studies on job stress often discussed social support as mediator. In our study, we narrowed down to the emotional resource, adding job standardization as moderator between emotional resources and the job performance.
Thus, our objectives in this study is to examine (1) the relationships among challenge stressors, hindrance stressors and job performance; (2) the mediating effect of emotional resources on the relation between challenge stressors and hindrance stressors; (3) the moderating effect of job standardization on the relation between emotional resources and job performance.
In this study, research samples were collected from handquter employees of restaurant. We collected 224 effective samples by usinged purposive sampling method with paired questionnaire (supervisor-employee). Results show that: (1) challenge stressors is positively associated with job performance and hindrance stressor is negatively associated with job performance; (2) the emotional resources mediate the direct effect of challenge stressors on job performance and direct effect of hindrance stressors on job performance; (3) job standardization moderate emotional resources and job performance. According to the results above, we suggested several practical implications for organizations: (1) enhance the attention to the employee stress and action; (2) promote “family-like” business culture, “high-commitment” human resource management and build a friendly emotional resources workplace; (3) building job standardization in headquarters of catering company.

目　錄
中文摘要 I
Abstract II
目　錄 IV
圖目次 VI
表目次 VII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 5
第三節 研究流程 6
第四節 名詞釋義 7
第二章　文獻探討 9
第一節 挑戰型壓力、抑制型壓力分別與工作績效之關係 9
第二節 情感資源之中介效果 17
第三節 工作標準化對情感資源與工作績效之干擾效果 23
第三章 研究方法 25
第一節 研究架構與假設 25
第二節 研究對象 26
第三節 研究工具 26
第四節 調查實施 28
第五節 資料分析 29
第四章 研究結果與討論 31
第一節 樣本描述 31
第二節 問卷之信度與效度 35
第三節 研究變項之相關分析 41
第四節 挑戰型壓力、抑制型壓力與工作績效的線性迴歸分析 44
第五節 情感資源對主效果的中介效果迴歸分析 45
第六節 工作標準化對「情感資源與工作績效之正向關係」的干擾效果迴歸分析 51
第五章 結論與建議 54
第一節 研究主要發現 54
第二節 研究討論 56
第三節 研究建議 58
第四節 研究限制 63
參考文獻 64
附錄一：員工問卷 76
附錄二：主管問卷 80

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