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研究生:邱亮穎
研究生(外文):CHIOU, LIANG-YING
論文名稱:職能治療師情緒勞務、工作壓力及職業倦怠與工作滿意度之相關探討
論文名稱(外文):A Study of the Relationship among Emotional Labor, Work Stress, Burnout and Job Satisfaction in Occupational Therapists.
指導教授:林怡君林怡君引用關係
指導教授(外文):LIN, I-CHUN
口試委員:林怡君呂學毅林昭維
口試委員(外文):LIN, I-CHUNLU, HSUEH-YILIN, JOU-WEI
口試日期:2019-09-18
學位類別:碩士
校院名稱:國立雲林科技大學
系所名稱:工業工程與管理系
學門:工程學門
學類:工業工程學類
論文種類:學術論文
論文出版年:2019
畢業學年度:108
語文別:中文
論文頁數:82
中文關鍵詞:職能治療師情緒勞務工作壓力職業倦怠工作滿意度
外文關鍵詞:occupational therapistemotional laborwork stressburnoutjob satisfaction
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職能治療是針對個案生理、心理及社會功能予以訓練,幫助個案執行有意義的日常活動。在現行醫療制度下,醫院更加重視醫療服務品質,醫院會要求要以親切、不帶私人情緒的態度服務,當職能治療師因專業考量做出的決策造成某些個案不滿或投訴,因而受到懲處,可能會使職能治療師因害怕個案不滿意進而將專業置於服務之後,其工作壓力更是隨之上升,降低對工作的滿意度,甚至影響治療的品質。另外,台灣健保的財務赤字,總額的給付制度,使得職能治療師在薪資、福利等難隨著年資而有所提升,加上現今醫療業務擴張,職能治療師的工作量大幅上升,長久下來,就可能造成職業倦怠。因此,了解職能治療師情緒勞務、工作壓力及職業倦怠與工作滿意度之間的關係為本研究目的。
本研究採橫斷性研究,以問卷進行資料收集,以嘉義縣與嘉義市地區醫院以上醫院臨床執業職能治療師為研究對象,收集嘉義縣市五間區域醫院以及嘉義縣市五間地區醫院,本研究問卷發放89份,回收78份,去除答題不適者,有效問卷回收率為80.9%。統計分析以偏最小平方法(PLS)進行分析。
本研究結果顯示情緒勞務與職業倦怠並未有顯著相關且情緒勞務與工作滿意度之間亦未達顯著相關,工作壓力源與職業倦怠為正向相關,工作壓力源與工作滿意度為負向相關,職業倦怠和工作滿意度亦為負向相關。
本研究建議對於醫院管理者而言,可訂定合理完善的工作內容計劃,清楚分派工作給負責職能治療師。對於職能治療師與個案及家屬的接觸上,不過多干預治療師與個案間的交流。此外,也應訂定合宜的晉升制度或獎金制度等,讓職能治療師能對自身工作的前途抱有希望,努力工作,藉此留住優秀人才,創造友善職業環境。對於職能治療師而言,應該學習如何保持自身良好的情緒表現和他人互動,在既不違反醫院現行規定下又能不損及職能治療師自身專業。面對現今越發多元的醫療服務項目,多方涉略相關醫療新知,持續進修學習,在面對自身專業以外的新任務時,也能做好準備,提升自我價值。

In occupational therapy, training is provided for physical, psychological, and social functions in individual cases to help patients carry out meaningful daily activities. Under the current medical system, hospitals pay more attention to the quality of medical services and are required to provide services with a cordial and impersonal attitude. If the decisions made by occupational therapists based on professional considerations result in dissatisfaction or complaints in certain individual cases, and result in penalties, occupational therapists may leave the profession out of fear of dissatisfaction. As a result, their work stress may rise, reducing their job satisfaction and even undermining the quality of treatment. In addition, the financial deficit of Taiwan Health Insurance and the global budget payment system have made it difficult for occupational therapists to improve their salary, benefits, etc., as their seniority rises. With the expansion of medical services today, the workload of occupational therapists has soared sharply, which may lead to burnout over time. The purpose of this study is to understand the relationship between occupational therapists’ emotional labor, work stress and burnout, and job satisfaction.
In this study, a cross-sectional design was used to collect data via questionnaires. Clinical practice occupational therapists from hospitals above the district level in Chiayi County and Chiayi City were recruited as the research subjects. Data were collected from five regional hospitals in Chiayi County and Chiayi City, and five district hospitals in Chiayi County and Chiayi City. In this study, 89 questionnaires were distributed and 78 were recovered. After excluding questionnaires where the questions were not answered, the recovery rate of valid questionnaires was 80.9%. Statistical analysis was performed using the partial least squares (PLS) method.
The results of this study show that emotional labor and burnout are not significantly correlated and there is no significant correlation between emotional labor and job satisfaction. Work stress is positively correlated with burnout. Work stress and job satisfaction are negatively correlated; burnout and job satisfaction are also negatively correlated.
This study suggests that hospital administrators should set up a reasonable and complete schedule of work content, so that the work can be clearly assigned to the occupational therapists. Hospital administrators should not intervene excessively in the communication between occupational therapists and individual cases, when the occupational therapists are exposed to the individual cases and family dependents. In addition, a proper promotion system or bonus system should be set up, enabling occupational therapists to be hopeful about their future career and therefore, work hard. By doing so, outstanding talents can be retained and a friendly professional environment will be created. Occupational therapists should learn how to maintain their own emotional performance and interact with others, so that they neither violate the current hospital regulations nor compromise their own profession. In the face of increasingly diverse medical service projects today, occupational therapists should acquire new medical knowledge in multiple different areas and continue the process of learning. By doing so, they can be well prepared for facing new tasks beyond the field of their own profession, which will enhance their self-value.

摘要 i
Abstract ii
誌謝 iv
目錄 v
表目錄 vii
圖目錄 ix
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 3
第四節 名詞定義 3
第二章 文獻探討 5
第一節 情緒勞務之研究探討 5
第二節 工作壓力之研究探討 9
第三節 職業倦怠之研究探討 13
第四節 工作滿意度之研究探討 15
第三章 研究方法 16
第一節 研究設計與架構 16
第二節 研究假設 17
第三節 研究測量與工具 17
第四節 研究對象 25
第四章 研究結果與分析 26
第一節 樣本特徵分析 26
第二節 描述性統計分析 29
第三節 推論性統計分析 31
第四節 驗證性因素分析 45
第五節 結構方程模型分析 48
第五章 討論 50
第六章 結論與建議 54
第一節 結論 54
第二節 建議 55
參考文獻 56
附錄 61
附錄一 研究工具授權同意書 61
附錄二 IRB證明 64
附錄三 問卷 65

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