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研究生:鄧宜姍
研究生(外文):Teng, Yi-Shan
論文名稱:工作負荷、情緒耗竭與職場偏差行為關係之研究-以員工協助方案為調節變項
論文名稱(外文):A Study of Work Overload, Emotional Exhaustion and Workplace Deviance Behavior : The Moderating Effect of Employee Assistance Programs
指導教授:王湧泉王湧泉引用關係
指導教授(外文):Wang, Yung-Chuan
口試委員:劉廷揚王仕圖黃佳純
口試委員(外文):Liu, Ting-YangWang, Shih-TuHuang, Chia-Chun
口試日期:2013-05-17
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:人力資源發展系碩士班
學門:商業及管理學門
學類:其他商業及管理學類
論文出版年:2013
畢業學年度:101
語文別:中文
論文頁數:123
中文關鍵詞:工作負荷情緒耗竭職場偏差行為員工協助方案
外文關鍵詞:Work OverloadEmotional ExhaustionWorkplace Deviance BehaviorEmployee Assistance Programs
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在全球化的趨勢下,企業面臨激烈的競爭壓力,為求永續經營,對勞工的要求更加嚴峻,員工工作負荷愈來愈大,致使員工在職場上的工作壓力日益增加,而產生職場偏差行為。目前探討職場員工正向行為之研究為數不少,但較少探討職場員工之偏差行為。因此,本研究從職場偏差行為為出發點,探討造成職場偏差行為之前因,以及降低職場偏差行為之可行方案。
本研究探討工作負荷、情緒耗竭與職場偏差行為之間的關聯性,並且探討情緒耗竭是否對工作負荷與職場偏差行為造成中介效果,並置入員工協助方案為調節變項,探討員工協助方案是否會對情緒耗竭與職場偏差行為產生干擾效果。
本研究透過放問卷方式,以台灣地區之政府機關、公民營企業組織,有實施「員工協助方案」企業之主管及員工為研究對象,採用配對方式,由主管填答調查員工的職場偏差行為的「主管問卷」,而員工則填答調查工作負荷、情緒耗竭程度與員工協助方案滿意程度的「員工問卷」。以一位主管搭配其部屬三名,共計發放450份問卷,回收有效問卷323份。研究結果發現:
一、情緒耗竭對職場偏差行為具有顯著影響。
二、工作負荷對情緒耗竭具有顯著影響。
三、情緒耗竭對工作負荷與職場偏差行為之關係具有完全中介效果。
四、員工協助方案對情緒耗竭與職場偏差行為之影響具有顯著調節效果。

Due to globalization, the industries are facing keen competition. For the business to run substantially, the employees are under huge pressure due to the demands from the employers, resulting in deviance behavior in workplace. There have been a few theses about positive behavior of employees, yet few on negative performance of employees. Hence, this thesis will discuss the cause of employee’s deviance behavior and possible solutions to it.
This thesis aims to discuss the connection among work overload, emotional exhaustion, and workplace deviance behavior, with an emphasis on whether work overload has an impact on deviance behavior. Also, with Employee Assistance Programs, this thesis will further discuss whether this moderating effect will interfere emotional exhaustion and deviance behavior.
By means of questionnaires, this study did a research on both the managers and employees who work in either governmental offices or private institutes where “Employee Assistance Programs” are practiced. The managers answered the questionnaires on employee’s deviance behavior, while the employees answered their questionnaires on work overload and emotional exhaustion, as well as the satisfaction on Employer Assistance Programs. There were 450 questionnaires handed out in total, while 323 effective ones received.
The research results are as follows. First of all, emotional exhaustion has a prominent effect on deviance behavior. Secondly, work overload has a prominent influence on emotional exhaustion. Next, emotional exhaustion has a complete mediation effect on work overload and deviance behavior. Last but not least, Employee Assistance Programs has a visible moderating effect on emotional exhaustion and workplace deviance behavior.

摘要 I
Abstract II
目錄 III
表目錄 V
圖目錄 VII
第一章 緒論 1
第一節 研究動機與背景 1
第二節 研究目的 6
第三節 研究流程 7
第二章 文獻探討 8
第一節 工作負荷 8
第二節 情緒耗竭 16
第三節 職場偏差行為 23
第四節 員工協助方案 32
第五節 各變項間的關係 51
第三章 研究方法 56
第一節 研究架構 56
第二節 研究假設 57
第三節 研究變項之操作性定義與衡量工具 58
第四節 研究對象與抽樣方法 65
第五節 資料分析方法 67
第六節 量表因素、信度分析及樣本描述性統計分析 71
第四章 資料分析與結果 81
第一節 各研究變項之描述性統計 81
第二節 各研究變項之相關分析 85
第三節 各研究變項之迴歸分析 87
第四節 中介分析 92
第五節 調節分析 94
第五章 結論與建議 96
第一節 研究結論 96
第二節 理論意涵與實務建議 100
第三節 研究限制與後續研究建議 106
參考文獻 108
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