跳到主要內容

臺灣博碩士論文加值系統

(44.192.48.196) 您好!臺灣時間:2024/06/26 02:35
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果 :::

詳目顯示

: 
twitterline
研究生:楊士民
研究生(外文):YANG, SHI-MIN
論文名稱:員工待命備勤、工作倦怠、復原力與服務破壞之研究
論文名稱(外文):A Study on Employees’ Work Connectivity Behavior After hours, Job Burnout, Resilience, and Service Sabotage
指導教授:王姿力王姿力引用關係
指導教授(外文):WANG, Tz-Li
口試委員:林玟廷張佑宇王姿力
口試委員(外文):LIN, WEN-TINGZHANG,YOU-YUWANG, Tz-Li
口試日期:2023-06-02
學位類別:碩士
校院名稱:南臺科技大學
系所名稱:商管學院全球經營管理碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2023
畢業學年度:111
語文別:中文
論文頁數:91
中文關鍵詞:待命備勤工作倦怠復原力服務破壞
外文關鍵詞:Work Connectivity Behavior After Hoursjob burnoutresilienceservice sabotage
相關次數:
  • 被引用被引用:0
  • 點閱點閱:64
  • 評分評分:
  • 下載下載:27
  • 收藏至我的研究室書目清單書目收藏:1
本研究主要目的為探討服務業人員待命備勤、工作倦怠、復原力與服務破壞之研究,使用「待命備勤」、「工作倦怠」、「復原力」與「服務破壞」各量表為研究的衡量工具,並使用SPSS統計軟體進行數據分析,研究問卷發放400份,回收的有效問卷計385份。有效之問卷回收率為96%。研究結果發現:(1)服務業從業人員待命備勤行為與服務破壞呈正相關;(2)服務業從業人員待命備勤行為與工作倦怠呈正相關;(3)服務業從業人員工作倦怠與服務破壞呈正相關;(4)服務業從業人員工作倦怠在待命備勤對服務破壞中的影響具有中介效果;(5)服務業從業人員復原力在待命備勤與工作倦怠中的影響具有調節效果。

關鍵字:待命備勤、工作倦怠、復原力、服務破壞。

The main purpose of this study is to explore the relationships among work connectivity behavior after hours, job burnout, resilience, and service sabotage in the service industry. The measurement tools used in this study include the Work Connectivity Behavior After Hours Scale, Job Burnout Scale, Resilience Scale, and Service Sabotage Scale. Data analysis was conducted using SPSS, with a total of 400 questionnaires distributed and 385 valid questionnaires collected, resulting in an effective response rate of 96%. The results of the study showed that: (1) there was a positive correlation between work connectivity behavior after hours and service sabotage among service industry employees; (2) there was a positive correlation between work connectivity behavior after hours and job burnout among service industry employees; (3) there was a positive correlation between job burnout and service sabotage among service industry employees; (4) job burnout among service industry employees had a mediating effect on the relationship between work connectivity behavior after hours and service sabotage; (5) resilience among service industry employees had a moderating effect on the relationship between work connectivity behavior after hours and job burnout.

Keywords: Work Connectivity Behavior After Hours, job burnout, resilience, service sabotage.

摘要 i
Abstract ii
誌謝辭 iii
目錄 iv
表目錄 viii
圖目錄 x
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究範圍與目的 3
一、研究範圍 3
二、研究目的 3
三、研究流程 4
第二章 文獻探討 6
第一節 待命備勤 6
一、待命備勤之定義 6
二、待命備勤之構面 8
三、待命備勤之相關研究 8
四、待命備勤之相關理論 9
第二節 工作倦怠 11
一、工作倦怠之定義 11
二、工作倦怠之構面 13
三、工作倦怠相關研究 15
四、工作倦怠相關理論 16
第三節 復原力 17
一、復原力之定義 17
二、復原力之構面 19
三、復原力相關研究 20
四、復原力相關理論 21
第四節 服務破壞 22
一、服務破壞之定義 22
二、服務破壞之構面 23
三、服務破壞相關研究 24
四、服務破壞相關理論 25
第五節 假設與推論 25
一、待命備勤與服務破壞之關係 25
二、待命備勤與工作倦怠之關係 26
三、工作倦怠與服務破壞之關係 26
四、工作倦怠對待命備勤與服務破壞之中介效果 27
五、復原力對待命備勤與工作倦怠之調節效果 28
第三章 研究方法 29
第一節 研究架構 29
第二節 研究假設 30
第三節 研究工具 30
一、研究對象及工具 30
二、問卷設計 31
第四節 資料分析方法 35
一、描述性統計(Descriptive Statistics) 35
二、因素分析(Factor Aanalysis) 36
三、信度分析(Reliability Analysis) 36
四、獨立樣本T檢定(Independent Samples t-Test) 36
五、單因子變異數分析(one-way ANOVA) 37
六、相關分析(Correlation Analysis) 37
七、線性迴歸分析(Regression Analysis) 37
八、Process分析(Process Analysis) 37
第四章 資料分析與結果 38
第一節 研究樣本之敘述性統計分析 38
一、樣本背景資料分析 38
二、樣本描述性統計分析 41
第二節 因素分析及信度分析 46
一、工作倦怠因素分析與信度分析 48
二、服務破壞因素分析與信度分析 49
三、復原力因素分析與信度分析 50
四、待命備勤因素分析與信度分析 51
第三節 樣本背景變項之差異性分析 52
一、不同性別對各變數之間之差異性分析 52
二、不同婚姻狀況對各變數之間之差異性分析 53
三、不同年齡對各變數之間之差異性分析 55
四、不同教育程度對各變數之間之差異性分析 57
五、不同工作年資對各變數之間之差異性分析 59
六、不同薪資範圍對各變數之間之差異性分析 61
第四節 各構面之相關分析 63
第五節 迴歸分析 65
一、員工待命備勤行為對服務破壞之影響 65
二、員工待命備勤行為對工作倦怠之影響 66
三、工作倦怠對服務破壞之影響 67
第六節 中介效果迴歸分析 67
一、工作倦怠對待命備勤與服務破壞之影響 68
第七節 調節效果迴歸 69
一、復原力對工作倦怠與服務破壞之影響 69
第八節 Process分析 70
一、中介效果驗證 70
第九節 線性迴歸分析與Process分析結果 72
第五章 結論與建議 73
第一節 研究結論及發現 73
一、研究結論 73
二、研究發現 75
第二節 管理實務意涵 77
一、企業應重視員工待命備勤行為對於工作倦怠的影響 77
二、管理者應給予員工支持並設立有效管理制度和流程 78
三、企業應幫助員工保持身心健康與培養員工如何面對壓力 78
第三節 理論意涵 79
第四節 研究限制與建議 79
一、研究限制 79
參考文獻 81


一、中文部分
吳明隆(2003)。SPSS 統計應用學習實務-間卷分析與應用統計第一版.臺北:知城
吳若煬(2022)。員工待命備勤、情緒耗竭、心理抽離與工作家庭衝突之研究。
呂幸珠(2008)。桃園縣公立國民中學導師工作壓力與工作倦怠相關之研究。
李佩寰(2021)。職業倦怠, 休閒參與, 復原力與工作績效關聯之研究-以 H 公司電信門市人員為例
杜維鏌, 顏敏琪, 吳佳蓉, 林梅足, 王敏行, 陳方, & 李允白(2017)。簡明復原力量表中文版之信效度研究-以小兒麻痺患者為例. 復健諮商, (8), 1-18.
林芳妤(2021)。非工作時間即時通訊交辦工作、工作壓力、退卻行為與激勵制度之研究
馬紅宇, 申傳剛, 楊璟, 唐漢瑛, & 謝菊蘭(2014)。邊界彈性與工作-家庭衝突, 增益的關係:基於人? 環境匹配的視角.心理學報, 46 (4), 540.
馬紅宇, 謝菊蘭, 唐漢瑛, 申傳剛, & 張曉翔. (2016). 工作性通信工具使用與雙職工夫妻的幸福感:基於溢出交叉效應的分析.心理學報, 48 (1), 48.
崔來意(2000)。高科技公司女性專業人員工作-家庭衝突、工作倦怠及離職意願關係之研究。國立中山大學人力資源管理研究所碩士論文。
陳國輝(2018)。探討製造業員工工作壓力、復原力、覺察正念與心理健康之研究。
黃欣培(2022)。食力季刊19期:你的生活,便利商店說了算!
譚昊文(2016)。餐飲第一線服務人員工作熱情與工作倦怠的關係:反芻思考的中介效果。


二、英文部分
Abate, J., Schaefer, T., & Pavone, T. (2018). Understanding generational identity, job burnout, job satisfaction, job tenure and turnover intention. Journal of Organizational Culture, Communications and Conflict, 22(1), 1-12.
Adams, J. S. (1963). Towards an understanding of inequity. The journal of abnormal and social psychology, 67(5), 422.
Ahola, K., Hakanen, J., Perhoniemi, R., & Mutanen, P. (2014). Relationship between burnout and depressive symptoms: A study using the person-centred approach. Burnout Research, 1(1), 29-37.
American Psychological Association. (2002). Monitor on psychology (Vol. 33). The Association.
Ashforth, B. E., & Kreiner, G. E. (1999). “How can you do it?”: Dirty work and the challenge of constructing a positive identity. Academy of management Review, 24(3), 413-434.
Bakker, A. B., & de Vries, J. D. (2021). Job Demands–Resources theory and self-regulation: New explanations and remedies for job burnout. Anxiety, Stress, & Coping, 34(1), 1-21.
Bakker, A. B., & Demerouti, E. (2017). Job demands–resources theory: Taking stock and looking forward. Journal of occupational health psychology, 22(3), 273.
Bakker, A. B., & Demerouti, E. (2017). Job demands–resources theory: Taking stock and looking forward. Journal of occupational health psychology, 22(3), 273.
Bandura, A. (1977). Self-efficacy: Toward a unifying theory of behavioral change. Psychological Review, 84(2), 191-215.
Barber, L. K., & Santuzzi, A. M. (2015). Please respond ASAP: workplace telepressure and employee recovery. Journal of Occupational Health Psychology, 20(2), 172.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
Beck, A. T. (1976). Cognitive therapy and the emotional disorders. New York: International Universities Press.
Boswell, W. R., & Olson-Buchanan, J. B. (2007). The use of communication technologies after hours: The role of work attitudes and work-life conflict. Journal of management, 33(4), 592-610.
Boswell, W. R., Olson-Buchanan, J. B., & LePine, M. A. (2016). Relations between stress and work-related proactivity: The moderating role of work demands. Journal of Vocational Behavior, 92, 45-55.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of “people work”. Journal of vocational behavior, 60(1), 17-39.
Butts, M. M., Becker, W. J., & Boswell, W. R. (2015). Hot buttons and time sinks: The effects of electronic communication during nonwork time on emotions and work-nonwork conflict. Academy of Management Journal, 58(3), 763-788.
Cheng, B., Guo, G., Tian, J., & Shaalan, A. (2020). Customer incivility and service sabotage in the hotel industry. International Journal of Contemporary Hospitality Management, 32(5), 1737-1754.
Cheng, K., Cao, X., Guo, L., & Xia, Q. (2022). Work connectivity behavior after-hours and job satisfaction: Examining the moderating effects of psychological entitlement and perceived organizational support. Personnel Review, 51(9), 2277-2293.
Chi, N. W., Chang, H. T., & Huang, H. L. (2015). Can personality traits and daily positive mood buffer the harmful effects of daily negative mood on task performance and service sabotage? A self-control perspective. Organizational Behavior and Human Decision Processes, 131, 1-15.
Clark, S. C. (2000). Work/family border theory: A new theory of work/family balance. Human relations, 53(6), 747-770.
Deci, E. L., & Ryan, R. M. (1985). The general causality orientations scale: Self-determination in personality. Journal of research in personality, 19(2), 109-134.
Demerouti, E., Bakker, A. B., De Jonge, J., Janssen, P. P., & Schaufeli, W. B. (2001). Burnout and engagement at work as a function of demands and control. Scandinavian journal of work, environment & health, 279-286.
Demerouti, E., Derks, D., Ten Brummelhuis, L. L., & Bakker, A. B. (2014). New ways of working: Impact on working conditions, work–family balance, and well-being. The impact of ICT on quality of working life, 123-141.
Denckla, C. A., Cicchetti, D., Kubzansky, L. D., Seedat, S., Teicher, M. H., Williams, D. R., & Koenen, K. C. (2020). Psychological resilience: An update on definitions, a critical appraisal, and research recommendations. European Journal of Psychotraumatology, 11(1), 1822064.
Derks, D., & Bakker, A. B. (2014). Smartphone use, work–home interference, and burnout: A diary study on the role of recovery. Applied Psychology, 63(3), 411-440.
Derks, D., Bakker, A. B., Peters, P., & van Wingerden, P. (2016). Work-related smartphone use, work–family conflict and family role performance: The role of segmentation preference. Human relations, 69(5), 1045-1068.
Derks, D., Van Mierlo, H., & Schmitz, E. B. (2014). A diary study on work-related smartphone use, psychological detachment and exhaustion: examining the role of the perceived segmentation norm. Journal of occupational health psychology, 19(1), 74.
Fisher, D. M., Ragsdale, J. M., & Fisher, E. C. (2019). The importance of definitional and temporal issues in the study of resilience. Applied psychology, 68(4), 583-620.
Freudenberger, H. J. (1974). Staff burn‐out. Journal of social issues, 30(1), 159-165.
Friborg, O., Hjemdal, O., Rosenvinge, J. H., & Martinussen, M. (2003). A new rating scale for adult resilience: what are the central protective resources behind healthy adjustment?. International journal of methods in psychiatric research, 12(2), 65-76.
Frone, M. R., Russell, M., & Cooper, M. L. (1997). Relation of work–family conflict to health outcomes: A four‐year longitudinal study of employed parents. Journal of Occupational and Organizational psychology, 70(4), 325-335.
Gaines, J., & Jermier, J. M. (1983). Emotional exhaustion in a high stress organization. Academy of Management journal, 26(4), 567-586.
Giacalone, R. A., & Greenberg, J. (Eds.). (1997). Antisocial behavior in organizations. Sage.
Greenhaus, J. H., & Powell, G. N. (2006). When work and family are allies: A theory of work-family enrichment. Academy of management review, 31(1), 72-92.
Greenhaus, J. H., & Powell, G. N. (2012). The family-relatedness of work decisions: A framework and agenda for theory and research. Journal of vocational behavior, 80(2), 246-255.
Grégoire, Y., Tripp, T. M., & Legoux, R. (2009). When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Journal of marketing, 73(6), 18-32.
Griffin, R. W., O'Leary-Kelly, A., & Collins, J. (1998). Dysfunctional work behaviors in organizations. Journal of Organizational Behavior (1986-1998), 65.
Halbesleben, J. R., & Buckley, M. R. (2004). Burnout in organizational life. Journal of management, 30(6), 859-879.
Hall, M. D. (2019). Relationship between employee development, employee burnout, and employee turnover intentions (Doctoral dissertation, Walden University).
Harris, L. C., & Ogbonna, E. (2002). Exploring service sabotage: The antecedents, types and consequences of frontline, deviant, antiservice behaviors. Journal of Service Research, 4(3), 163-183.
Harris, L. C., & Ogbonna, E. (2006). Service sabotage: A study of antecedents and consequences. Journal of the Academy of Marketing Science, 34, 543-558.
Harris, L. C., & Ogbonna, E. (2009). Service sabotage: The dark side of service dynamics. Business Horizons, 52(4), 325-335.
Hayes, A. F. (2012). PROCESS: A versatile computational tool for observed variable mediation, moderation, and conditional process modeling.
Herrman, H., Stewart, D. E., Diaz-Granados, N., Berger, E. L., Jackson, B., & Yuen, T. (2011). What is resilience?. The Canadian Journal of Psychiatry, 56(5), 258-265.
Hochschild, A. R. (1983). The managed heart: Commercialization of human feeling. University of California Press.
Hwang, J., Yoo, Y., & Kim, I. (2021). Dysfunctional customer behavior, employee service sabotage, and sustainability: can social support make a difference?. International journal of environmental research and public health, 18(7), 3628.
Karatepe, O. M., & Olugbade, O. A. (2009). The effects of job and personal resources on hotel employees’ work engagement. International Journal of Hospitality Management, 28(4), 504-512.
Kendra, J. M., & Wachtendorf, T. (2003). Elements of resilience after the world trade center disaster: reconstituting New York City's Emergency Operations Centre. Disasters, 27(1), 37-53.
Kossek, E. E., & Perrigino, M. B. (2016). Resilience: A review using a grounded integrated occupational approach. Academy of Management Annals, 10(1), 00-00.
Kossek, E. E., Pichler, S., Bodner, T., & Hammer, L. B. (2011). Workplace social support and work–family conflict: A meta‐analysis clarifying the influence of general and work–family‐specific supervisor and organizational support. Personnel psychology, 64(2), 289-313.
Kristensen, T. S., Borritz, M., Villadsen, E., & Christensen, K. B. (2005). The Copenhagen Burnout Inventory: A new tool for the assessment of burnout. Work & stress, 19(3), 192-207.
Li, X., Fang, Y., & Yang, Y. (2018). When employees are connected to work, but also feel isolated: An examination of the relationship between work connectivity after hours and proactive behavior. Journal of Business and Psychology, 33(1), 1-15.
Lyytinen, K., & Yoo, Y. (2008). The next wave of nomadic computing: A research agenda for information systems research.
Maslach, C. (1978). The client role in staff burn‐out. Journal of social issues, 34(4), 111-124.
Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of organizational behavior, 2(2), 99-113.
Maslach, C., & Jackson, S. E. Leiter MP (1996). Maslach burnout inventory manual. Palo Alto: California Consulting Psychological Press Inc.
Maslach, C., & Leiter, M. P. (2016). Understanding the burnout experience: recent research and its implications for psychiatry. World psychiatry, 15(2), 103-111.
Maslach, C., & Leiter, M. P. (2017). New insights into burnout and health care: Strategies for improving civility and alleviating burnout. Medical teacher, 39(2), 160-163.
Maslach, C., Jackson, S. E., & Leiter, M. P. (1997). Maslach burnout inventory. Scarecrow Education.
Maslach, C., Schaufeli, W. B., & Leiter, M. P. (2001). Job burnout. Annual review of psychology, 52(1), 397-422.
Masten, A. S. (2018). Resilience theory and research on children and families: Past, present, and promise. Journal of Family Theory & Review, 10(1), 12-31.
Nunnally, J. C. (1978). An overview of psychological measurement. Clinical diagnosis of mental disorders, Plenum Press: New York .
Nunnally, J. C. (1978). Psychometric theory (2nd edit.) mcgraw-hill. Hillsdale, NJ, 416
Nunnally, J. C. (1978). Psychometric Theory 2nd ed. Mcgraw hill book company.
O'Driscoll, M. P., Brough, P., Timms, C., & Sawang, S. (2010). Engagement with information and communication technology and psychological well-being. Research in Occupational Stress and Well-being, 8, 269–316.
Prentice, C., & Thaichon, P. (2019). Revisiting the job performance–burnout relationship. Journal of Hospitality Marketing & Management, 28(7), 807-832.
Richardson, G. E. (2002). The metatheory of resilience and resiliency. Journal of clinical psychology, 58(3), 307-321.
Richardson, K. M., & Thompson, C. A. (2012). High tech tethers and work-family conflict: A conservation of resources approach.
Richardson, K., & Benbunan-Fich, R. (2011). Examining the antecedents of work connectivity behavior during non-work time. Information and Organization, 21(3), 142-160.
Richter, A., Oldenburg, M., & Jentsch, F. (2017). Bedeutung und Einflussfaktoren des "Work-Connectivity-Behavior-After-Hours" (WCBAH) auf die Erholung der Mitarbeiter [The importance and influencing factors of "Work Connectivity Behavior After Hours" (WCBAH) on employee recovery]. Report für das Bundesamt für Sicherheit und Gesundheit bei der Arbeit. Dortmund, Germany: Bundesanstalt für Arbeitsschutz und Arbeitsmedizin.
Robinson, S. L., & Bennett, R. J. (1995). A typology of deviant workplace behaviors: A multidimensional scaling study. Academy of management journal, 38(2), 555-572.
Schaufeli, W. B., & Bakker, A. B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi‐sample study. Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior, 25(3), 293-315.
Schwarzer, R., & Hallum, S. (2008). Perceived teacher self‐efficacy as a predictor of job stress and burnout: Mediation analyses. Applied psychology, 57, 152-171.
Shimazu, A., Schaufeli, W. B., Kamiyama, K., & Kawakami, N. (2015). Workaholism vs. work engagement: The two different predictors of future well-being and performance. International journal of behavioral medicine, 22, 18-23.
Smith, B. W., Dalen, J., Wiggins, K., Tooley, E., Christopher, P., & Bernard, J. (2008). The brief resilience scale: assessing the ability to bounce back. International journal of behavioral medicine, 15, 194-200.
Sonnentag, S., & Fritz, C. (2015). Recovery from job stress: The stressor‐detachment model as an integrative framework. Journal of organizational behavior, 36(S1), S72-S103.
Sonnentag, S., & Fritz, C. (2015). Recovery from job stress: The stressor‐detachment model as an integrative framework. Journal of organizational behavior, 36(S1), S72-S103.
Southwick, F. S., Martini, B. L., Charney, D. S., & Southwick, S. M. (2017). Leadership and resilience. Leadership today: Practices for personal and professional performance, 315-333.
Stainton, A., Chisholm, K., Kaiser, N., Rosen, M., Upthegrove, R., Ruhrmann, S., & Wood, S. J. (2019). Resilience as a multimodal dynamic process. Early intervention in psychiatry, 13(4), 725-732.
Stanley, T. L. (2001). Burnout: A manager's worst nightmare. Supervision, 62(8), 3-5.
Tavakol, M., & Dennick, R. (2011). Making sense of Cronbach's alpha. International journal of medical education, 2, 53-55.
Tedeschi, R. G., & Calhoun, L. G. (1996). The Posttraumatic Growth Inventory: Measuring the positive legacy of trauma. Journal of Traumatic Stress, 9(3), 455-471.
Ungar, M. (2011). The social ecology of resilience: addressing contextual and cultural ambiguity of a nascent construct. American journal of orthopsychiatry, 81(1), 1.
Yang, S., Liu, D., Liu, H., Zhang, J., & Duan, Z. (2017). Relationship of work-family conflict, self-reported social support and job satisfaction to burnout syndrome among medical workers in southwest China: A cross-sectional study. PloS one, 12(2), e0171679.
Yang, Y., Yan, R., & Meng, Y. (2022). Can’t disconnect even after-hours: how work connectivity behavior after-hours affects employees’ thriving at work and family. Frontiers in Psychology, 13.
Yao, S., Lu, J., Wang, H., Montgomery, J. J. W., Gorny, T., & Ogbonnaya, C. (2023). Excessive technology use in the post-pandemic context: how work connectivity behavior increases procrastination at work. Information Technology & People.
Yeşiltaş, M., & Tuna, M. (2018). The effect of ethical leadership on service sabotage. The Service Industries Journal, 38(15-16), 1133-1159.
Yoo, Y., & Alavi, M. (2001). Media and group cohesion: Relative influences on social presence, task participation, and group consensus. MIS quarterly, 371-390.
Treglown, L., Palaiou, K., Zarola, A., & Furnham, A. (2016). The dark side of resilience and burnout: A moderation-mediation model. PloS one, 11(6), e0156279.

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊