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難應付客戶頻次\知覺服務訓練效用兩者及情緒勞動與情緒耗竭之關係-“資源保存理論”的觀點

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ᘲᐖ̘̿݊ᏜЩăڣᚈوਜ਼਋ማझ΢֍ڱ̅૑Ⴑ఼੝Ⴤ

૑Ⴑ৉႑˞ᘰ۽ǕĶཥປ۳І୩ባķڟណᔈ

Ҕנঝ

ٍҔ˃ደ

ኒѲᐈ

੽γͮដ˃ደ

ባ̜ሡ༴Ĉ2241 Нለ2004 Б 7 ̢ 26 ̠

஑ʙЩ࢓Γ2006 Б 3 ̢ 2 ̠ → ஑ʠЩ࢓Γ 2006 Б 7 ̢ 14 ̠ →ΓВ૥֧ 2006 Б 8 ̢4 ̠ ΏࠂՀཐ࿧ૃĶཥປ۳І୩ባķڟណᔈĂվ૤ਆ૑Ⴑ఼੝ă྄֗ᘲᐖ̘̿݊ڟᏜЩăڣᚈوਜ਼਋ማझ΢ăь Өၿૡă̅૑Ⴑ৉႑˞ᘰᒒؒĄఆ྆ੰ֢ቡޥٲਬဇͮដϴ੢ʙࣜΏˀ੽ᄬ੦๾ᄚїڟ 280 ѝ஑ʙሣˎѰʡࢷ෌ їࠂՀĂൖَവ୪Ĉ(1)྄֗ᘲᐖ̘̿݊ڟᏜЩჄڣᚈوਜ਼਋ማझ΢̾͟᝗ൿڟྱഁ૑Ⴑ఼੝ć(2)૑Ⴑ఼੝̾͟ ᝗ൿڟྱഁ૑Ⴑ৉႑ć(3)૑Ⴑ఼੝ϵ྄֗ᘲᐖ̘̿݊ڟᏜЩჄ૑Ⴑ৉႑˞෢ФĶӇϒ˛˭झَķĂϵڣᚈوਜ਼਋ ማझ΢Ⴤ૑Ⴑ৉႑˞෢܌ФĶఋ˷˛˭झَķĄ(4)ьӨၿૡ˛ڟĶቡጌьӨҕ୪৖ʨķ̾͟ቡ໽྄֗ᘲᐖ̘̿݊ ڟᏜЩჄ૑Ⴑ఼੝˞ᘰ۽Ą֏ࠂՀൖَჄĶཥປ۳І୩ባķڟྱഁ˃࠮ஒϫĄ ᘰᓤЅĈ૑Ⴑ఼੝ă૑Ⴑ৉႑ăьӨၿૡăཥປ۳І୩ባ 1Ꮝൿوਜ਼๾ढ̈́ڟվᒝĂࢷˎϵ੦౟ʰ௯ੵڟ˚ ฉސဂ᝝੦ܢĂԁ͓Ҥʟوਜ਼޺ുჄوਜ਼ဘݙĄߏʟ ಪռᏺቴوਜ਼Ăࢷˎ؁؁ᄯࡌ҆ʨ̾ࣤ୪ϫףڟے૑ ჄဘݙĄ໋ࢷˎϵ࡭ဇوਜ਼ဇණढĂઅػˎѰуුĂ ф఼̖඲ʨڟቡጌьˏڟ૑ႱĞ५ѿސਬဇʹϵ૑Ⴑ ے୪ڟቡ໽ğ(regulating the manifestation of feeling) Ă ̾ ஒ ϫ ˎ Ѱ ࡌ ԑ Ă ௻ ႍ ҆ ʨ ႎ ˞ ߏ Ķ ૑ Ⴑ ఼ ੝ ķ (emotional labor) (Ashforth & Tomink, 2000; Grandey, 2000; Hochschild, 1983, 1993; Morris & Feldman, 1996)ĄսЃᔣᔨˉה҆ʨے୪͎᎑˸ڟর࣠Ă̾ి֥ ᛫݊ڟЁ๐ćʬЃ๾ਜ਼ʡࢷࣤ୪͎བᐘڟဘݙĂ֥̾ ુ̘݊ڟ۬ψĂ௻ղ఍ސ૑Ⴑ఼੝ڟս˅Ą

஑ʙѰڱҔנঝߏٍҔ˃ደ̖୩Ձ҅୩଀૲ĂϴҭĈ͕ͮ Ϳ ˁ ٓ ੢ ᒝ ຩ ཯ 70 ༴ ٍ Ҕ ̖ ୩ Ձ Ă ྫ བྷ Ĉ 886-2-28819471 ᕽ 6918 Ă จ ঍ Ĉ 886-2-28810379,Email Ĉ wu5815@ms15.hinet.netĄ ஑ʠѰڱኒѲᐈߏ੽γͮដ˃ደ̖୩Ձ଀૲࢙Ձ̺ψჄؚ ۝ĂϴҭĈ͕ͮͿᗳ಼ႋ཯Ͳ޲1 ༴ͮ˃̖୩Ձˎ੦஢Ăྫ བྷ Ĉ886-2-23641841 Ă จ ঍ Ĉ 886-2-23659798 Ă Email Ĉ chengbor@ntu.edu.twĄ Ѱڱ৿̖๐ᓂ֍ѝ੡Ϫඟᅷಪռ˞ᙘප๎ՎĄ ૑Ⴑ఼੝ڟ຅؈Υ Hochschild(1983)ؚಪ͎ĂЂఆ ྆ΕଊწࠂՀٲ(ethnography)ਬဇʙࣜ৞ڪ˴ͧڟڪ وࢷ෌їࠂՀĂծݾ͎ࢷˎϵˎѰ؁؁Ά෸ळጃ஢ᕑ ؚ˰௨ڟ̟В----҉૑๐௣܌(feeling rule)Ăվ෌ї૑Ⴑ ੃ཆĂ૑ႱϰЪЙʟ੦ܢ˽ڟൖَ(commoditization)Ă ௝͎ੵվಲ֥ˎཥĄ໋ࢷˎ࠮ʨػ૑๐ڟ႓୩Ăϵ˴ ஀࡭܉఺అ͎ʙ࢏˃ࣜ఍̾͟߼֗ڟᒛఋے૑ؖ՘᝝ ੝ѰĂ௻ۯސ૑Ⴑ఼੝ĄфϵˎѰ˛Ăʳސ(1)Ά෸Ⴤ ˴஀࡭ဇ࡭૥ᚉĂ(2)ծ෸͞ӽᝐ͂ʡڟ૑ႱڑဘĂ(3) Фʙࣈ਋ማჄၿໜڟ̟Вվૡ֙ࢷˎڟ૑ႱĂ҉ސᄯ ࡌ਽ݙ૑Ⴑ఼੝ڟᕛਜ਼ՏѓĂ௻ߺ໋ػ஑ʙሣʡࢷ (frontline worker)ڟˎѰ५ؒ----͂࢈௽લӸ။ൿ஢ᕑ˛ ڟᘞߨՏѓ(boundary-spanning role)Ă˚ฉࡌࡒ௰஢ᕑ ˱ʹਉऀڟ྆ᔮჄจᄎĂԁࡌဇϨႍڥ๼ਉऀ෌їϱ ᐖ(Caldwell & O’Reilly III, 1982)ĄჄ஢ᕑ˱ఋ֏͂Й ࢷߺྲྀĂ஑ʙሣʡࢷ૥ᚉဇණྲྀϻĂᝐ˽ྲྀ˃ĂϰЪ ᄯࡌۆ඲ԁϻڟ̖ʨվ෌ї૑Ⴑ఼੝Ą

Hochschlid(1983)ڟࠂՀჄណᔈ̕ਔݞ˃ڟਟᛪĂ ̕വݣᛉ௨ϻࠂՀڱিি૴΢ቴ˽ࠂՀվ૤ਆ஑ʙሣ

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ʡ ࢷ ૑ Ⴑ ఼ ੝ ୪ ණ Ă Ѓ ટ ๾ ҅ ʡ ˎ Ѱ ڱ(Meyerson, 1990; Yanay & Shahar, 1998)ă๾ਜ਼ʡࢷ(Leidner, 1991; Wharton, 1996)ăوਜ਼ʡࢷ(Tracy, 2000; Tolich, 1993)൉ ൉ĄͪʹʙղࠂՀڱĂ܌ఆ྆ු˽ࠂՀཐ࿧ઠ૑Ⴑ఼ ੝ڟ຅؈ˠ̾ු˽Ăծ૤ਆ૑Ⴑ఼੝Ⴤ֏͂ᝐ෶˞ᘰ ۽ĄЪᘸࠂՀڟ஑ʙሕባ̜ސ Adelmann(1989)ĂЂሡ ყ ු ے վ ഁ ු ૑ Ⴑ ఼ ੝ ڟ ຅ ؈ ć ֏ ݣ Morris Ⴤ Feldman(1996)Ⴤ Grandey(2000)߱ਬဇ૑Ⴑ఼੝Ⴤ֏͂ ᝐ෶ڟᘰᒒؒĂಪ͎ʟ੅௩ؒڟᇁВĂԁФࠂՀڱਬ ဇ૑Ⴑ఼੝Ⴤ֏͂ᝐ෶˞ᘰ۽Ă෌їʟဂᘌࠂՀĂЃ Lin Ⴤ Chen(1997)ăBrotheridge Ⴤ Grandey(2002)ă Morris Ⴤ Feldman(1997)ăSchaubroeck Ⴤ Jones(2000) ൉Ą ዑ႓ϵ૑Ⴑ఼੝ڟු˽ࠂՀʰĂணፖʟߺ໋ᕴႈ ڟࠂՀЙَĂѮ˫Фಁ࢏ੰᖠФݟ෌ʙԏڟࠂՀĄ஑ ʙĂϵ૑Ⴑ఼੝ڟ܉༊ᝐ෶ʰĂФղደڱჯߏˎѰ५ ؒ˛૑ႱےྀڟࡌԑുݙĂ̾͟᝗ൿڟྱഁ૑Ⴑ఼੝ ڟ ˃ ˉ Ă Ѓ ૑ Ⴑ ے ྀ ڟ Ꮬ ୥(frequency) ă ݻ ᛉ ݙ (duration)ăᝐ˽ؒ(variety)ă̅ࣤΰ௣܌(display rule) ĞGrandey, 2000ğĂѮဂᘌࠂՀڟൖَծΐુ̛֗ݻ ĞMorris & Feldman, 1997ğĄ̺ࡌࢨϰ͟৖ϵػʰࡘ ૑Ⴑےྀڟࡌԑുݙฉಢࡘʟ஑ʙሣʡࢷ࡭ဇ̘݊ڟ ʙৡؒ௣ሒĂфഒٲے୪͎௻ղ஑ʙሣʡࢷϵ࡭ဇϨ ВϨᆺڟوਜ਼ဇණढĂᎳಉ௻ղ௣ሒڟҨᘲുݙĂ५ ѿސ࡭ဇᘲᐖ̿ڟ̘݊(difficult customer)ĄϰЪĂϵ ૤ਆࢺղˎѰ५ؒᝐ෶̾͟ྱഁࢷˎڟ૑Ⴑ఼੝ߥэ ՘̖੊શڑٷढĂ྄֗ᘲᐖ̘̿݊ڟᏜЩѭ̽ސʙ࢏ ԁኌϫڟᝐ෶ĞGrandey, Dickter, & Sin, 2004; Bailey & McCollough, 2000; Zapf, 2002ğĂ͟૔ߺᘰဂᘌࠂՀಁ ̽̿˞ᖓЃ1Ą

஑ʠă྆͞૑Ⴑ఼੝ڟባࡘ˛Ă௨ϻደڱݾ͎࠷ ˓վьˎѰᑗ࿪˛ڟཥປĂʶ๼ᆇᛪ֗૑Ⴑ఼੝ڟ˃ ˉĂ५ѿސ஢ᕑ˛ڟڥ๼̛ݻჄʡʨཥປ႓୩ဂਜ਼ ĞGrandey, 2000; Rafeli & Sutton, 1987ğĄФᘰڥ๼̛ ݻჄ૑Ⴑ఼੝ڟᘰᒒؒĂϵˎѰ૑ႱჄᐆʨڟ̜ᙦ˛ ː ༄ ੈ ྆ ʟ ௨ ϻ ૤ ਆ Ğ Ѓ Abraham, 1998; Kao, 2001ğĂѮਬဇʡʨཥປ႓୩ဂਜ਼Ⴤ૑Ⴑ఼੝ڟᘰᒒ ؒĂܓ̍ФסුڟࠂՀ 2Ąϵቝϻʡʨཥປ႓୩ဂਜ਼ ˛ĂჄ૑Ⴑ఼੝ᘰᒒؒྲྀ˃ڱĂᐖᚴػࢷˎوਜ਼਋ማ ˞ఋ˷Ăͺސڥ๼˽ጣു˛ڟʙᑗĂ̾͟᝱ࢷˎᇣ૊ وਜ਼̘݊ڟߺᘰࡌԑĂ̾೵̖̍ʨ৉඲Ăᅨ͑ˎѰኌ ᐖʨĞChao, et al., 1994; Rafaeli & Sutton, 1987ğĄᕿ

վĂᏍൿوਜ਼๾ڟ፹୾Ă᛫݊وਜ਼਋ማԁЙߏό๾஢ ᕑߺ໋ࡧගڟᚊᖠĞDessler, 2003ğĂ௨ϻደڱʶఆ྆ ቴ˽ࠂՀ૤ਆϨїϨ๾وਜ਼਋ማჄࢷˎ૑Ⴑ఼੝ؖ૑ ႱےྀڟᚊᖠĞЃ Hochschild, 1983; Van Maanen & Kunda, 1989ğĂѮՀతࢷˎဇ௻ղوਜ਼਋ማؚڣᚈ֗ ڟझَĂჄ૑Ⴑ఼੝ڟ˃ˉސҏФؚᘰᒒĂϵ྆͞ڟ ු˽ࠂՀ˛Ăѭ̽ݞ̍௝ᚉ̅Ą

஑ʭĂϵ྆͞ФᘰˎѰࡾݧڟࠂՀ˛ݾ͎Ăվь ˎѰᑗ࿪˛ڟˎѰࡌԑჄˎѰཥປĂჄ૑Ⴑ৉႑ڟ˃ ˉĂ֎Фߺ໋ുݙڟᘰᒒؒĞЃ Burke & Richardsen, 2001; Cordes, & Dougherty, 1993; Maslach, Schaufeli, Leiter, 2001ğĂѮ֏˛ڟ̖୩ጠ֙ߏѤĂצФݟ૤ ਆĄਬဇ஑ʙሣوਜ਼ʡࢷфՐĂ܉ࡘ྄֗ᘲᐖ̘̿݊ ڟᏜЩĂ̾̈́͟ےˎѰࡌԑڟʙᑗĂڣᚈوਜ਼਋ማझ ΢܌̾̈́͟ےˎѰཥປڟʙᑗĄސҏ௻֍ڱ̾͟ఆ྆ ૑Ⴑ఼੝ڟ˛˭झَĂվྱഁ૑Ⴑ৉႑ڟ˃ˉĂ̾ཌ ᚗˎѰࡌԑჄཥປ֗૑Ⴑ৉႑ڟ̖୩ጠ֙Ăϵ྆͞ࠂ Հ˛ѭ̽ԠФ௻ᆺڟ࿙ཐĄ శݣĂϵ૤ਆ྄֗ᘲᐖ̘̿݊˞ᏜЩჄ૑Ⴑ఼੝ ˞ ᘰ ᒒ ؒ ढ Ă ѭ ̽ Ф Ά ࡌ у ᆌ ࢏ ʡ ५ ቴ(personal disposition)ؚఅЙڟቡ໽झَ(moderating effect)Ă५ѿ ސьӨၿૡ(self-monitoring)Ăͺ๎ݾ࢏ʡळጃʡᄬˣ ੝ڑٷվቡጌьˏїߏے୪ڟชϩĄΥػϵ஑ʙሣʡ ࢷڟˎѰ˛Ăલᄯࡌळጃڥκሣষվ௎୩ьˏჄ͂ʡ ڟ૑ႱĂԁᄯࡌढढቡጌьˏ̾ஒϫˎѰࡌԑڟೈ ݟĂϰЪьӨၿૡဇ஑ʙሣʡࢷिʹࡧࡌ(Diefendorff, Croyle, & Gosserand, 2005; Caldwell & O’Reilly III, 1982)Ą௨ϻࠂՀڱೆ૤ਆьӨၿૡჄ૑Ⴑ఼੝ڟᘰᒒ ؒ(Ѓ Diefendorff, Croyle, & Gosserand, 2005)ĂѮ̍Ф ࠂՀڱཐ࿧૤ਆˎѰ५ؒჄьӨၿૡڟˣ੝ՀతЃѤ ᆇᛪ֗૑Ⴑ఼੝3ćϰЪĂ஑ʙሣʡࢷˎѰ५ؒჄ૑Ⴑ ఼੝˞ᘰᒒؒĂސҏ๼ϰߏьӨၿૡ˞˚ϣфФؚ࣯ ୴Ă˚ુфڣĄձဂʰĂૃˣ੝ባ(interactionism)ڟՏ ݙណ˞(Lewin, 1951)Ăࢷˎ˞ˎѰے୪ʝސᑗ࿪Ⴤ५ ቴ˞ˣ੝ؚఅЙĂϰЪ૤ਆ஑ʙሣʡࢷˎѰ५ؒჄь Өၿૡ˞ˣ੝Ⴤ૑Ⴑ఼੝ڟᘰ۽Ăᐖཎ̨౐স૤ਆь ӨၿૡჄ૑Ⴑ఼੝ڟᘰ۽Ăԁ֎๎༎Ą ᜧػʰࡘੰᖠĂΏࠂՀཐ࿧̾Ķཥປ۳І୩ባķ (conservation of resources theory)ߏઅᕃĂ̾૤ਆ྄֗ ᘲᐖ̘̿݊ڟᏜЩăڣᚈوਜ਼਋ማझ΢ăьӨၿૡă ૑Ⴑ఼੝ă̅૑Ⴑ৉႑ڟᘰᒒؒĄΏࠂՀ૰ባ྄֗ᘲ ᐖ̘̿݊ڟᏜЩჄڣᚈوਜ਼਋ማझ΢͟ఆ྆૑Ⴑ఼੝

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ڟ˛˭ጣു(mediating process)վྱഁ૑Ⴑ৉႑ĂьӨ ၿૡ܌̾͟ቡ໽྄֗ᘲᐖ̘̿݊ڟᏜЩჄ૑Ⴑ఼੝˞ ᘰ۽Ą

̜ᙦ૤ਆჄࠂՀޜ်

ཥປ۳І୩ባ຅ࡘ

ϵᐆʨࠂՀڟᄴ੿˛Ăశᆄߏ૥֧ڟណᔈߏ΁ᎋ ᇁВ(homeostatic models)ĂཎᇁВ̺઻ᐆʨސᑗ࿪ࡌ ԑ(environmental demand) Ⴤ ࢏ ʡ ̆ ᐖ ৖ ʨ (response capacity)˚΁ᎋؚዲ࠮ڟ૑ӜĄϵ࠷˓΁ᎋᇁВڟណ ᔈ˛Ăశ֎̈́ے̸ؒ௝ݞϻࠂՀڱؚ૴΢ڱĂ௃྆ػ Lazarus(1993)ăLazarus Ⴤ Folkman(1984)൉ؚಪ͎˞ ᐆʨϰᐖ(coping)ڟ຅؈ĄLazarus ൉ʡჯߏĂ໋ᑗ࿪ ࡌԑ௝࢏ʡඟѥߏය྆֏ϰᐖཥປ(coping response)ؚ ৖ࡒ௉ढĂ࢏ʡۯ๼୰ΡᐆʨĄዑ႓ʰࡘណᔈϵᐆʨ ࠂՀ˛ߺ໋୾їĂѮHobfoll(1989, 1998)ܓ˚ϣ๎ʰࡘ ណᔈĂ͂ჯߏʡ࢈ؚ኏྄֗ڟᑗ࿪ࡌԑĂᔀ̍๼ය྆ ࢏ʡ˞ϰᐖཥປؚ৖ࡒ௉Ăਸ਼ۨސߺ໋຃႒ڟڑٷĄ ဂᄬʰĂ˃ϻᆵڟ̖୩ደࣜ߱ݾ͎Ăʙ΍ᐆʨվປය ͎࢏ʡڟϰᐖཥປĂ࢏ʡۯ๼ఞʣફᇛڟڑဘĂфۨ ͫސ๐֧֗ᐆʨфːćф҉պސ΁ढဇᐆʨվປϰᐖ ՊЁڟʡĂʶ๼๐֧֗ᐆʨ(Hobfoll & Shirom, 2001)Ą

ދഓ΁ᎋᇁВʝэ Lazarus ڟណᔈ͟৖ФჲĂ܌

ྲྀϫ୩ڟណᔈߏѤֹĉᐆʨՀతސϵѤႍ૑ٷʮ୰ ΡĉHobfoll(1988,1998)̾̅ Hobfoll Ⴤ Shirom(2001)ਬ ဇЪʙᚊᖠĂಪ͎ʟཥປ۳І୩ባڟណᔈվ͑̾ཌ ᚗĄཎ୩ባ̺઻Ĉʡ࢈֎Ф۳Іă۳ᛖă̅ݚγ֏ؚ ࡧග˞ཥປڟઅΏ੝ጠĄ໋࢏ʡ(1)኏֧֗ཥປొͶڟ ݄৏Ă(2)኏྄֗ဂᄬཥປڟొͶĂؖ(3)ӹʣཥປݣܓ ഒٲᑕ֥ཥປੈߏϱౢ)ढĂۯ๼๐֧̖֗୩ʰڟ˚ኌ (psychological distress)ĄΏ௎ؚݾڟĶཥປķĂ͓Ҥʮ ϖͲᘸĈ(1)ဂ᝝ཥປ(object resources)ĈЃؘ˅ăԡՙ ൉Ώ՘౷֎Фᅋࢄڟڐ᝝ć(2)ڑٷ(conditions)ĈЃཥ ጣă႓୩֙ݙڟӇጌؒ൉Ăͺ࢈ڟᅋࢄ႒ග࢏ʡࡧග ുݙфסć(3)࢏ʡ५ᆉ(personal characteristics)Ĉ֞͟ ҅࢏ʡӪآᐆʨڟ࢏ʡชϩĂЃь౵ăˎѰ৖ʨ൉ć (4) ৖ ු (energies) Ĉ ௻ ʬ ͟ ੢ ˷ Й ˱ ϵ ৖ ු (intrinsic energy)Ⴤʹϵ৖ු(extrinsic energy)֍ᘸĂ܉ڱЃ࢏ʡ ڟ՘᝝৖ුă૑Ⴑ৖ුăჯڣ৖ුĂݣڱЃ࢏ʡڟ਒ ʨă۬΢Ą໋࢏ʡϵ࡭ဇᐆʨվປф૴֥Ϩ෶ϰᐖൊ ୱढĂ˚ባϰᐖൖَՊЁჄҏĂ఍๼᝱࢏ʡڟཥປ৉ ๬ĄಲՐ˞ĂϰᐖΏ՘౷๼৉๬ཥປĂ᝱࢏ʡ୰Ρ̖ ୩ʰڟ˚ኌĞᐆʨğĄ Υػཥປ۳І୩ባཌԚʟ࠷˓΁ᎋᇁВؚ͎୪ڟ ᚊᖠĂϰЪϵᐆʨࠂՀ˛ယယ֧֗ࡧගĂծ௝ᆄٿڟ ΢վཌᚗˎѰᐆʨჄˎѰࡾݧ˞ᘰ۽(Lee & Ashforth, 1996; Burke & Richardsen,2001; Demerouti, Bakker, Nachreiner, & Schaufeli, 2001; Hobfoll & Shirom, 2001; Wright & Cropanzano, 1998)Ą࠷ϱ᛫྆͞௨ϻደڱဇ ػˎѰࡾݧڟס༎Ăͺ๎ݾ࢏ʡϵ࡭ဇ྆ුڟˎѰᐆ ʨढĂؚ୰Ρڟ̖ʨ৉๬Ă५ѿސჄʡᄬˣ੝Фᘰڟ ˎѰ(Վ Burke & Richardsen, 2001)Ăф౷ཥປ۳І୩ ባфՐĂ࢏ʡ̖୩ʰڟ˚ኌʝސվь࢏ʡϵϰᐖᑗ࿪ ࡌԑढڟཥປ৉๬ĄЪʙណᔈĂჄˎѰࡾݧڟ๎༎Ф ୴Тϣˎ˞ҼĄ५ѿᄯࡌݾ͎ڟސĂˎѰࡾݧڟס༎ ˛ؚ቙֗ڟ̖ʨ৉๬Ăߺ໋ػཥປ۳І୩ባ஑Ͳ෶ཥ ປ˛ڟĶ˱ϵ৖ුķཥປĄЃَ΢ཥປ۳І୩ባڟណ ᔈվߨסˎѰࡾݧĂˎѰࡾݧ֏ဂ౷ސʙ࢏࢏ʡĶ˱ ϵ৖ුķཥປ৉๬ڟ྆ു(Shirom, 1989)ćಲՐ˞Ă໋ ࢏ʡळጃʹϵࡌԑ(demand)վ෌їˎѰढĂΥػ˚ᔞ ͎̖̿ʨĂ๼պ࢏ʡڟ˱ϵ৖ුంၚొͶĂశݣఞʣ ˎѰࡾݧڟൄ࿪Ą(Brotheridge & Lee, 2002; Hobfoll & Shirom, 2001)Ą

ϵቝϻˎѰࡾݧڟ̆ᐖ˛Ă૑Ⴑ৉႑(emotional exhaustion)ސˎѰࡾݧڟۑೈॿڑĂͺ͓Ҥ૑Ⴑ྆ݙ ׽ࣤă૑Ⴑཥປ৉ၾ൉̖୩̆ᐖĂծ͟৖෌ʙԏ୰Ρ ͞ ʡ ˽(depersonalization)Ⴤ ࢏ ʡ Й ౷๐ ࡬ ѳ (reduced personal accomplishment) ൉ ԁ ᙒ ࡧ ڟ ॿ ڑ (Maslach, 1982; Cordes & Dougherty, 1993)ĄΥػ૑Ⴑ৉႑؁؁ ސˎѰࡾݧశय̖ڟЙ˷(Maslach, 1982)Ăф໋ʡ࢈ϵ ቙ባьˏڟˎѰࡾݧढĂశલಪਔڟʶސ૑Ⴑ৉႑ڟ ༄᝛(Maslach, Schafeli, Leiter, 2001)ćϣढĂLee Ⴤ Ashforth(1996)ࠂՀവ୪૑Ⴑ৉႑ސˎѰࡾݧ˛Ⴤᑗ࿪ ࡌԑჄཥປ৉๬శ֎ᘰᒒؒڟݚ်ĄФᜦػЪĂΏࠂ Հ̾૑Ⴑ৉႑ੈߏˎѰࡾݧڟ̈́ےĄ ࠂՀڱૃཥປ۳І୩ባ͎വĂཐ࿧᚛قˎѰࡌԑă Ϩႍ˱ʹϵཥປă̖୩ЙΏ˞෢ڟᘰ۽ĂЃ࿧ 1 ؚ ΰĄ౷ˎѰᑗ࿪фՐĂ͟˷ЙʹϵˎѰࡌԑ(external job demands)ჄʹϵˎѰཥປ(external job resources)֍ ఋ˷ĄʹϵˎѰࡌԑ๎ݾϵˎѰ˛ᄯࡌ఼̖ڟఋ˷Ă ͺ ௽ લ Ⴤ ५ ס ڟ Ρ ୩ Ⴤ ̖ ୩ Й Ώ(physical or psychological cost)Фᘰ(Demerouti, et al., 2001)ĂЃՏ

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ѓᇁሙăՏѓቐࠏăˎѰࡒጊăᐆʨձχ൉൉(Lee & Ashforth, 1996)ĄʹϵˎѰཥປ܌๎ݾˎѰ˛Ф҅ػ(1) ۴෌ˎѰάᆿ˞ྀЙă(2)࡬ѳჄˎѰࡌԑߺᘰڟΡ୩ ؖ ̖ ୩ Й Ώ ă ؖ(3) ֖ ጭ ࢏ ʡ Й ۝ Ⴤ വ ࣤ ڟ ఋ ˷ (Demerouti, et al., 2001)ĂսЃڥ๼̛ݻăʡʨཥປ႓ ୩ ဂ ਜ਼ ă ˎ Ѱ ᅨ ۝ ጠ ๼ (job enhancement opportunities)ăᇩྍჄᗃႴ൉(Lee & Ashforth, 1996; Cordes & Dougherty, 1993)Ą

࿧1 ˎѰᑗ࿪ă࢏ѿ࣯୴ă̖୩ጣുă̖୩ЙΏڟᘰ۽Ĉཥປ۳І୩ባڟណᔈ ϵˎѰᑗ࿪Ⴤ̖୩ጣുڟᘰᒒؒʰĂळጃཥປ۳ І୩ባڟ૰ባĂ໋࢏ʡϵˎѰ˛࡭ဇඹϻˎѰࡌԑ ढĂؚᄯ͎̿ڟ̖ʨ౷ඹ˃ĂЪढ˱ϵཥປ॑৉ڟു ݙʶ౷ඹ਽Ğᅨ͑ğĄߺဇڟĂ໋࢏ʡϵˎѰ˛ᑕુ ඹϻʹϵཥປढĂպཥປ৖ઊປປ˚൘ڟང͈ĂϰЪ ؚᄯࡌ͎̿ڟ̖ʨྲྀˉĂ˱ϵཥປ॑৉ڟുݙʶ౷ඹ ѳĞ೵̍ğĄфԁ෌ʙԏڟĂ໋࢏ʡϵˎѰ˛৉඲̖ ʨ ඹ ˃ Ă λ ے ΰ ֏ ˱ ϵ ཥ ປ ॑ ৉ ુ ඹ ϻ Ğ ̖ ୩ ጣ ുğĂ௻ႍ˱ϵཥປݻᛉ኏֗ࢥ࿴ڟൖَĂ๼ዲ࠮࢏ ʡ˱ϵཥປယယՖϩޝ႑ʙఊĞ̖୩ЙΏğ(Lee & Ashforth, 1996)Ą ࢄુ٧๎ڟސĂˎѰࡌԑჄ̖୩ጣുڟᘰᒒؒĂ ͟৖๼֧֗࢏ѿ࣯୴ڟᆇᛪĄ௨ϻჄˎѰФᘰڟΓϩ ࢏ʡ५ᆉ(positive personal characteristics)ĂЃь۬ăˎ Ѱ৖ʨ൉൉Ăᐖ͟ቡ໽ʹϵˎѰࡌԑჄ̖ʨ͎̿Ğؖ ˱ϵཥປ৉๬ğڟᘰ۽ćಲՐ˞Ă௻ղ࢏ʡ५ᆉ֞͟ ҅࢏ʡဇӪᐆʨĂ೵̍ཥປ৉๬(Hobfoll, 1989)Ą໋࢏ ʡ֎ర௻ղΓϩ࢏ʡ५ᆉढĂ˚Ѯϵ࡭ဇˎѰࡌԑढ ྲྀ ˚ ۆ ඲ ̖ ʨ Ă ʶ ྲྀ ˚ ๼ ৉ ๬ ˱ ϵ ཥ ປ Ğ ሥ ቐ Ѱ ΢ğĄ

ࠂՀ੅௩ჄࠂՀޜ်

ΏࠂՀઠ૑Ⴑ఼੝ගߏސʙႍࢷˎဇ૑Ⴑቡ໽ڟ ҆ʨĂЪʙĶ҆ʨķڟ຅؈Ăߺ໋ػ࿧ 1 ̖୩ጣുڟ ఋ˷----̖ʨ͎̿Ⴤ˱ϵཥປ৉๬ĄϰЪĂଭഁු૑Ⴑ ఼੝ڟ˃ˉĂဂᄬʰ౷ސϵഁුࢷˎ̖ʨڟ͎̿Ⴤ˱ ϵཥປ৉๬ڟുݙĄ̾ʮઠ̾ཥປ۳І୩ባߏઅᕃĂ վਬဇ૑Ⴑ఼੝Ⴤ྄֗ᘲᐖ̘̿݊ڟᏜЩăڣᚈوਜ਼ ਋ማझ΢ăьӨၿૡă̅૑Ⴑ৉႑˞ᘰ۽෌ї૰ባĂ ծവ͎ࣤࠂՀ੅௩ĞࠂՀޜ်Ѓ࿧2 ؚΰğĄ ˱ϵཥປޝ႑! ᅨ͑! ೵̍! ሥ ቐ Ѱ ΢ ! ˎѰᑗ࿪! ࢏ѿ࣯୴! ̖୩ጣു! ̖୩ЙΏ Γϩڟ࢏ʡ५ᆉ! ʹϵˎѰࡌԑ! ʹϵˎѰཥປ! ̖ʨ͎̿! ˱ϵཥປ৉๬

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྄֗ᘲᐖ̘̿݊ڟᏜЩ! ૑Ⴑ఼੝! ૑Ⴑ৉႑! ࿧2 ࠂՀޜ် ьӨၿૡ! H1 H2 H3 H4 H5 H6 وਜ਼਋ማڟझ΢!

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྄֗ᘲᐖ̘̿݊ڟᏜЩჄ૑Ⴑ఼੝˞ᘰ۽

౷஑ʙሣʡࢷфՐĂჄ̘݊ڢ૥૥ᚉ؁؁౷ސ֏ ̺ࡌڟˎѰψਜ਼(Ashforth & Humphrery, 1993)Ăф̘݊ ސҏ࣠ؾ௎୩Ⴤᐖ̿Ăڢ૥ᘰ۽֗ˎѰࡒጊڟ˃ˉĂ ෌фᆇᛪ૑Ⴑ఼੝ڟ˃ˉĄMaslach(1978)҉ݾ͎Ĉ໋ ̘݊ળվڟੰᖠߺ໋ҨᘲĂؖ௻ղ̘݊˚ᔞ෌їزݪ Ⴤ ӳ ඟ ढ Ă ࢷ ˎ ๼ ๐ ֧ ֗ ྲྀ ˃ ڟ ᐆ ʨ ĄBailey Ⴤ McCollough(2000)ࠂՀ஑ʙሣوਜ਼ʡࢷϵ࡭ဇᘲ̾ᐖ ̿ڟ̘݊ڟႍႍੈٲĂ͂࢈വ୪وਜ਼ʡࢷᄯࡌོ΢ႍ ႍൊୱվᐖ̿௻ղᘲᛈڟ̘݊Ăߺ໋ۆ඲̖ʨĄ࠷ૃ ཥປ۳І୩ባჄ࿧ 1 ڟᇁВណ˞Ă໋ࢷˎ࡭ဇ˞ᘲ̾ ᐖ̿ڟ̘݊ඹϻĂۯߺ໋ػʹϵˎѰࡌԑඹ਽(Burke & Richardsen, 2000)ĂЪढ˚ฉϵᎳಉ૑๐௣܌ڟҨᘲ ݙʰᅨ਽Ăϵ૑Ⴑቡ໽ڟቒᖕݙʰʶಪ਽ĂϰЪࢷˎ ؚᄯ͎̿ڟ̖ʨྲྀ˃Ă˱ϵཥປ৉๬ʶྲྀϻćಲՐ ˞Ă૑Ⴑ఼੝ྲྀ˃ĄΥ̾ʰባࡘĂ̾͟ੈ͎ʮϖ੅ ௩Ĉ H1Ĉ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ૑Ⴑ఼੝ڟ˃ˉĂФ ΓϩᘰᒒؒĄ໋ࢷˎ྄֗ඹϻᘲᐖ̿˞̘݊ढĂ ֏૑Ⴑ఼੝ʶ౷ඹ˃Ą ڣᚈوਜ਼਋ማझ΢Ⴤ૑Ⴑ఼੝˞ᘰ۽ ϵوਜ਼ዲϩڟό๾˛Ăߏʟሂ۳஑ʙሣࢷˎ৖ઊ ݸັ૑Ⴑ௣܌վቡ໽૑ႱĂ؁؁๼ఆ྆਋ማڟ̟Вվ ଀ዲࢷˎЃѤے୪ՊЁڟوਜ਼ဘݙ(Hochschild, 1983; Van Maanen & Kunda, 1989)ćфࢷˎჯߏوਜ਼਋ማސ ҏФझĂԁჄࢷˎϵʡᄬˣ੝ˎѰؚ৉඲ڟ̖ʨ˃ˉ ऀऀߺᘰĄळጃཥປ۳І୩ባჄ࿧ 1 ڟᇁВվ૰ባĂ ਋ማझ΢̾͟ගߏސʙႍʹϵˎѰཥປĂ᝱ࢷˎϵ૑ Ⴑ఼੝ڟˎѰ˛˚๼৉඲̊ϻ˚Άࡌڟ̖ʨĂʶ˚๼ ॏ඲̊ϻڟ˱ϵཥປćಲՐ˞Ă҉ސ૑Ⴑ఼੝ྲྀˉĄ ڣᚈوਜ਼਋ማझ΢˞ؚ̾৖ઊ᝱ࢷˎ೵̖̍ʨ˞͎̿ Ⴤཥປ˞৉๬Ă͟৖ސఆ྆ʮϖ֍ႍጠ֙ڟོѰĈ(1) ಪ਽ࢷˎဇ૑Ⴑ௣܌Ⴤˣ੝ӬͽڟᑣཌുݙჄᇣ૊ ݙĈᕤΥФझڟوਜ਼਋ማĂࢷˎ৖ઊᑣཌ֗ဂᄬˎѰ ˛Фࢺղ૑Ⴑ௣܌ސᄯࡌᎳಉڟĂʶ̾͟ደ஬֗ϵ˚ ϣڟʡᄬ૑࿪ʮᐖཎ૴֥ࢺղˣ੝ӬͽĂ˗৖ྀ֗శ չڟˎѰझَĄ̾ʰႍႍĂ߱͟᝱ࢷˎ˚э৉๬̊ϻ ڟ̖ʨϵ૑Ⴑ఼੝ʰĄ(2)ಪ̀ࢷˎڟьӨझ৖(self-efficacy)ĈьӨझ৖ʝސ࢏ʡဇػĶьˏ৖ઊЙ͒ڟੈ ྀ͎֗ൖَؚᄯїߏķڟ۬؈(Bandura, 1977)ĄФղࠂ Հവ୪Ăఆ྆Фझڟ਋ማĂ̾͟ᅨ͑࢏ʡڟьӨझ৖ ( Ѓ Gibson, 2001; Torkzadeh, Pflughoeft, & Hall, 1999)Ą௻๎᎝ൿĈФझڟوਜ਼਋ማĂ̾͟᝱஑ʙሣʡ ࢷϵ࡭ဇ̘݊ढĂԁФӰಫӇЙጌ࢏ˣ੝྆ു˛ڟؚ Фї੝޺ുć௻ႍьӨझ৖ڟ۬؈Ă̾͟᝱ࢷˎဇь ˏڟˎѰФԁ਽ڟಡಫുݙĂ෌ф೵̖̍ʨڟ৉๬Ⴤ ཥປڟॏ඲ĄΥʰࡘ૰ባĂࠂՀڱ̾͟ੈ͎Ѓʮڟ੅ ௩Ĉ H2Ĉڣᚈوਜ਼਋ማझ΢Ⴤ૑Ⴑ఼੝ڟ˃ˉĂФࡒϩᘰ ᒒؒĄ໋ࢷˎڣᚈ֗وਜ਼਋ማඹФझढĂϵ૑Ⴑ ఼੝ʰؚ͎̿ڟ̖ʨඹˉĄ ૑Ⴑ఼੝Ⴤ૑Ⴑ৉႑˞ᘰ۽ ૑Ⴑ఼੝శதڟ̖୩ЙΏĂϵػ˱ϵཥປڟ࿔̼ Ⴤ৉ၾĂ௻ߺ໋ػ૑Ⴑ৉႑(emotional exhaustion)ڟ຅ ؈----໋࢏ʡڟ̺ࡌˎѰސ௎୩ĶʡķڟੰᖠढĂ֏ˣ ੝ඹڢ૥ăඹᏜᒅă̸ݻᛉढ෢ඹ۝Ă҉࣠ؾఞʣ૑ Ⴑ৉႑ڟҨ࿪˛Ăфے୪͎ী̼Ⴀʨă૑๐బ໒ăဇ ˎѰڟᇥ૑ొͶăङӷჄঀዷăѾၑჄ୵ᖔ൉̆ᐖ (Maslach, 1982; Cordes & Dougherty, 1993)Ą૑Ⴑ৉႑ ڟ຅؈ʙϩߏ૑Ⴑ఼੝ࠂՀڱؚ૴΢Ă΢̾૤ਆ૑Ⴑ ఼੝ؚఅЙڟݣَ(Ѓ Brotheridge & Grandey, 2002; Morris & Feldman, 1996)Ąݸັ Hochschild(1983)ڟ߼ ٲĂࢷˎϵ۝ೈڟ૑Ⴑ఼੝ʮĂ๼ዲ࠮ьӨ୴˽(self-alienation)Ăպьˏ঍ဂڟьӨჄˎѰʰڟьӨͶ͞௿ ൖĂశݣఅЙ૑Ⴑ৉႑ڟൖَĄ࠷ळጃཥປ۳І୩ባ ڟណᔈվ˷ٙĂ໋ࢷˎळጃˎѰࡌԑ෌ї૑Ⴑ఼੝ ढĂ҉̈́ےࢷˎᄯࡌ˚ᔞڟ৉඲̖ʨվಲ֥ˎѰے ୪ĄЃَ௻࢏྆ുݻᛉʮ͞Ăశݣࢷˎڟ˱ϵཥປ౷ ๼௝๣ੁĂфఞʣ૑Ⴑ৉႑ڟൄ࿪(Grandey, 2000)Ăպ ࢨΏᐖФڟ૑๐ĞЃᇥ૑ă߀ʨă๐੝ğ॑ͶഒᕹĄ ጃЪĂࠂՀڱ̾͟ੈ͎Ѓʮڟ੅௩Ĉ H3Ĉ૑Ⴑ఼੝ڟ˃ˉဇػ૑Ⴑ৉႑ڟᙒࡧݙĂФΓϩ ڟᘰᒒؒĄࢷˎϵˎѰ˛৉඲ඹ˃ڟ̖ʨվ෌ї ૑Ⴑ఼੝Ă֏૑Ⴑ৉႑ʶ౷ඹᙒࡧĄ ૑Ⴑ఼੝ڟ˛˭झَ ௨ϻߺᘰڟࠂՀവ୪ᘲᐖ̘͎̿݊୪ڟᏜЩჄڣ ᚈوਜ਼਋ማझ΢֍ᝐ෶Ⴤ૑Ⴑ৉႑Ф਽ݙڟᘰᒒؒĄ ܉ڱЃ Maslach Ⴤ Jackson(1984)ࠂՀവ୪Ĉ౷˴ϓو ਜ਼ڟࢷˎфՐĂ˚૙྆ϻڟ࢏रු๼ዲ࠮ˎѰࡾݧĂ ໋ࢷˎჄ࢏र૥ᚉڟ༄᝛ඹސպ֏ࡻ๐ᐆʨढĂˎѰ

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ࡾ ݧ ڟ ૑ ٷ ʶ ๼ ඹ ᙒ ࡧ Ą ݣ ڱ Ѓ Corcoran Ⴤ Bryce(1983)ࠂՀݾ͎Ĉ༄྆ʟͲ࢏ޑೈڟڥκӬͽ਋ ማ˞ݣĂࢷˎڟ૑Ⴑ৉႑ുݙФʮ࡬˞ถĄѮސĂ֏ ̖୩ጠ֙ՀతߏѤĉ࠷ळጃཥປ۳І୩ባჄ࿧ 1 ˞ᇁ Вណ˞Ăؖ௨̾͟Ӳ֗ϫ୩ڟཌᚗĈʹϵˎѰࡌԑჄ ཥປڟ˃ˉĂ๼ఆ྆ࢷˎ̖ʨ͎̿ڟϻကჄ˱ϵཥປ ৉๬ڟുݙĂᆇᛪ֗૑Ⴑ৉႑ڟᙒࡧݙĄϵΏࠂՀ ˛Ă௎୩ᘲᐖ̿ڟ̘݊ސˎѰࡌԑڟʙႍĂوਜ਼਋ማ ސʹϵཥປڟʙఋϋĂф̖ʨ͎̿Ⴤ˱ϵཥປ৉๬܌ ߺ໋ػ૑Ⴑ఼੝ڟ຅؈ćϰЪĂ̖ʨڟ͎̿Ⴤ˱ϵཥ ປڟ৉๬Ğ૑Ⴑ఼੝ğѭ̽͟ੈߏᘲᐖ̿˞̘͎݊୪ ᏜЩჄڣᚈوਜ਼਋ማझ΢֍ڱჄ૑Ⴑ৉႑˞෢ڟ˛˭ ᝐ෶ĄጃЪĂࠂՀڱ͟ੈ͎Ѓʮڟ੅௩Ĉ H4Ĉᘲᐖ̘͎̿݊୪ڟᏜЩ๼ఆ྆૑Ⴑ఼੝ڟ˛˭झ َĂվྱഁ֗૑Ⴑ৉႑ڟᙒࡧݙĄ H5Ĉڣᚈوਜ਼਋ማڟझ΢๼ఆ྆૑Ⴑ఼੝ڟ˛˭झ َĂվྱഁ૑Ⴑ৉႑ڟᙒࡧݙĄ ьӨၿૡڟቡ໽झَ ьӨၿૡ(self-monitoring)๎ݾ࢏ʡळጃڥκኌ˸ ؒ (social appropriateness) ဇ ے ྀ ї ߏ (expressive behavior) Ⴤ ь Ө ҕ ୪ (self-presentation) ෌ ї ណ ဆ ă ቡ ໽ă̅ૡ֙ڟชϩ(Snyder, 1974, 1987)Ă֏̺ࡌάڟϵ Ⴐ ݻ ь Ө ڟ Γ ࡭ Ӝ ණ Ă ̾ ҁ ϟ ණ ጌ ྺ(Gangestad & Snyder, 2000)ĄLennox Ⴤ Wolfe(1984)෌ʙԏݾ͎Ăь Өၿૡᐖཎ͓Ҥ֍࢏ఋ˷ĂʙސĶဇ͂ʡےྀїߏڟ ଃ๐ݙķ(sensitivity to expressive behavior of others) Ă ͪʙސĶቡጌьӨҕ୪ڟ৖ʨķ(ability to modify self-presentation)Ą ळጃཥປ۳І୩ባჄ࿧ 1 ڟᇁВĂ࠷ઠьӨၿૡ ගߏʙႍΓϩ࢏ʡ५ᆉĂ໋ࢷˎьӨၿૡുݙඹ਽ ढ Ă ඹ ৖ ઊ ஠ ဆ ͎ ᓴ ᕠ ϵ ݊ ̘ བྷ ჭ ˛ ڟ ሣ ষ(Mill, 1984)Ă෌фӲ̘֗݊ڟᄯࡌჄੰᖠᙩൖĞဇ͂ʡଃ๐ ݙğćԁ৖ઊळጃьˏჄ̘݊ˣ੝ڟڑٷĂኌढቡ໽ ьˏڟ૑Ⴑ̆ᐖĂࣤ୪͎۔ϫ̘݊౉Ёؖᄯࡌڟ૑Ⴑ ے୪ĞቡጌьӨҕ୪ğĂ௻ղ৖ʨ߱ФҁػࢷˎჄ݊ ̘ڟՊؒˣ੝Ă࡬ѳᘲᐖ̿˞̘݊ڟĶᘲݙķĂ೵̍ ̖ʨڟ͎̿ĄಲՐ˞Ă਽ݙڟьӨၿૡ৖ʨ͟ӜЙሥ ቐѰ΢Ă᝱ᘲᐖ̿˞̘݊ڟ͎୪Ă˚эػఅЙᙒࡧڟ ̖ʨ৉๬Ⴤཥປ޺ͶĄ̆˞Ă໋ࢷˎьӨၿૡുݙඹ ѳढĂྲྀഒٲᚈဆ͎̘݊བྷჭ˛ڟሣষჄᄯԑĞဇ͂ ʡଃ๐ݙğĂʶഒٲळጃʡᄬˣ੝ڟᄯࡌվቡጌϵʹ ڟ૑Ⴑے୪ĞቡጌьӨҕ୪ğĂϵЪႍഒٲӜЙሥቐ Ѱ΢ڟ૑ٷʮĂᘲᐖ̿˞̘͎݊୪ඹϻĂࢷˎڟ̖ʨ ৉ ๬ Ⴤ ཥ ປ ޺ Ͷ ૑ ٷ ʶ ඹ ᙒ ࡧ Ą ϵ ߺ ᘰ ࠂ Հ ʰ Ă WysockiăChemersă̅ Rhodewalt(1987)ਬဇ 335 ѝԸ ؒደमїއʡࢷڟ՘̖ᐆʨ෌їࠂՀĂൖَവ୪Ĉˎ Ѱ˛ڟ૑࿪ࡌԑჄ՘̖ࡒጊ˞ᘰ۽Ă֧֗ьӨၿૡڟ ቡ໽ć໋ࢷˎьӨၿૡ৖ʨඹ਽Ă҉պ࡭ဇ˚౉ᜍؖ ࡌԑ྆ϻڟ૑࿪Ă֏̖ʨκ໏ڟുݙʶФ೵ሥ˞ถĄ ळጃ̾ʰ૰ባჄࠂՀĂࠂՀڱ͟ੈ͎̾ʮ੅௩Ĉ H6ĈьӨၿૡဇ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ૑Ⴑ఼੝ ˞ᘰ۽ĂФ᝗ൿڟቡ໽झَĄࢷˎьӨၿૡඹ ઼Ă྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ૑Ⴑ఼੝˞෢ඹ ഒᘰᒒؒĄࢷˎьӨၿૡඹࣵĂ྄֗ᘲᐖ̿˞݊ ̘ڟᏜЩჄ૑Ⴑ఼˞෢Ă֎Фඹ઼ڟΓϩᘰᒒ ؒĄ

ࠂՀ̟ٲ

ࠂՀဇණڟᎵ֥

ΏࠂՀ̾ͮដΏˀޚࣜᄚїڟ஑ʙሣʡࢷߏࠂՀ ဇණĂ̺ࡌ୩ΥߏĈᄚї஑ʙሣʡࢷϵˎѰ˛ĂΆ෸ ༄લჄ᛫݊෌ї૥ᚉĂ˚ฉᄯࡌۆ඲̖ʨվቡጌьˏ ڟᒛఋے૑ĞսЃĈࣤ୪ַ͎ൡڟᇁᆺğĂԁᄯࡌ඲ ড͞௎୩᛫݊ڟ૑ႱĞսЃĈЊᆭ᛫݊ڟݥॉğĂϣ ढ஢ᕑ̺ؖ႓ʶ؁؁ဇوਜ਼ʡࢷڟᕄᅈăဘݙăᐖဇ ෌ਝФʙࣈࡌԑڟᆿລĂ௻ஒϫ Hochschild(1983)ဇػ ʙ࢏਽ݙ૑Ⴑ఼੝ˎѰڟߨס----Ⴤ˴஀࡭ဇ࡭૥ᚉă ᆇᛪဇ̟૑Ⴑăఆ྆਋ማჄၿໜվૡ֙ࢷˎ૑ႱĄФ ᜦػЪĂ̾ᄚї஑ʙሣʡࢷੈߏࠂՀဇණĂᐖސϫኌ ڟᎵጅĄဂᄬʰĂϵ Pugh(2001)ဇ૑Ⴑےྀؖ૑Ⴑ఼ ੝ڟࠂՀ˛Ăʶސ̾ᄚїڟ஑ʙሣʡࢷੈߏࠂՀဇ ණĄ ΏࠂՀᎵ֥ F ᄚїڟ஑ʙሣʡࢷੈߏࠂՀဇණĄ F ᄚїސʙࣜͮដΏˀڟ੽ᄬ੦๾ᄚїĂࢷˎʡᆵය ྆ʙʽʡ̾ʰĄߏʟሂ۳وਜ਼ܢቴĂF ᄚїဇػїࢷ ڟوਜ਼ဘݙჄ૑Ⴑےྀ̟ВĂЊ૶ʟ਋ማ቞ുă̺႓ ଀ዲă̅Χට֙ݙվ෌ї଀˽ؖၿໜĄϵᆺΏڟᎵ֥ ʰĂΏࠂՀ̾ F ᄚїϵͮដϒ߸Ϩ੢Ğ͕ă˛ăܒğ ڟ஑ʙሣˎѰʡࢷߏ̺Ąఆ྆ੰ֢ފഁĂϓവ͎ 293 ϋੰ֢ĂϱНʟ 280 ϋੰ֢ĂϱН୥ߏ 95.6%Ą҂ਸ਼ ֏˛ 2 ϋᙒࡧၓൎڟੰ֢Ăశݣુ֗Фझੰ֢ 278

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ϋĄϵؒѿ̟࡭ĂԸؒѬ 38.1%Ă˄ؒѬ 60.8%Ąϵ Б ᚭ ̟ ࡭ Ă ̾ 26 ֗ 30 ຑ ؚ Ѭ ڟ ̨ ս ྲྀ ਽ Ă ྀ 42.4%Ă֏Щސ 21 ֗ 25 ຑჄ 31 ֗ 35 ຑĂ˷ѿѬ 23.0%Ⴤ 28.4%Ąϵᕛ঻̟࡭Ă̾ᎲձࢷؚѬ̨սశ ਽Ăྀ 38.8% ć֏Щސ҅୩ࢷĂѬ 30.6%ćϔ֏Щސ ᄴ஢ĂѬ 16.9%ĄϵБཥ̟࡭ĂᆺΏڟ΁үБཥސ 3 Б 10 ࢏̢Ğ̢̾ࡎ႗Ă΁үᆵߏ 46.24Ăᆿລ࣯ߏ 31.37ğĂ֏˛˚֗ 1 БڱѬ 14.0%Ă1 ֗ 3 БڱѬ 24.8%Ă3 ֗ 5 БڱѬ 23.7%Ă5 ֗ 7 БڱѬ 16.5%Ă7 ֗9 БڱѬ 8.6Ă9 Б̾ʰڱѬ 5.4%ĄశݣĂϵ଀Չു ݙ̟࡭Ă̾ટࠋؚѬ̨սశ਽Ăྀ 52.5%ć˃ደ֏ ЩĂѬ42.8%Ą

૑Ⴑ఼੝ڟഁුĈුےവࣤ྆ു

૑Ⴑ఼੝ුےڟവࣤ྆ുĂ͟˷ЙͲ࢏ԏ᝽Ą஑ ʙԏ᝽Ķቴ˽ཥटე෱ķĂʝސఆ྆Ķᘰᓤձսੰ֢ ķჄĶїߏណဆķڟ̟ВĂე෱૑Ⴑ఼੝ڟձսĄ܉ ڱސቜ 173 ѝᕛ౟ʡˁϵੰ֢˛ϖᒞ 3 ֗ 6 ࢏͂ьˏ ؖѿʡϵˎѰʰဂᄬ෌ї૑Ⴑ႓୩ڟս˅Ăݣڱ܌ސ ቜ10 ѝˎ੦̖୩ደؖ᎚੦̖୩ደڟࠂՀΡណဆ஑ʙሣ ˎѰʡࢷჄ᛫݊ˣ੝ڟڑٷծࠕᏃʮվĂᒂࡎ 522 ࢏ ձսĄ஑ʠԏ᝽Ķཥट˷ٙჄጌ୩ķĂ܌ސᓜቜʙѝ ̖୩ደిˁॲࠂՀΡჄʭѝ̺࢓ˎ੦̖୩ደڟႈˁॲ ࠂՀΡਬဇ௻ղձս෌ї።ᎵĂ֥͎ 183 ࢏ձսĂഓ ݣϔਬဇ௻ղձս෌їᔪցჄ˷ᘸĄ஑ʭԏ᝽ސĶු ےሡყķĂࠂՀڱळጃ܉ʙ෦޲ᔪցჄ˷ᘸڟൖَۑ ԏሡყ͎29 ཾᖠάĂѮΥػ௻ղᖠά˚ՎુӇϒኌ΢ ػF ᄚїڟڑٷĂϰЪࠂՀڱਬဇ 9 ѝ F ᄚїڟ஑ʙ ሣˎѰʡࢷ෌ї௤቙Ăϔቜ 5 ѝ֧྆ˎ੦̖୩ደ਋ማ ڟႈˁॲࠂՀΡळጃ௤቙ለ෌ї҂ᖠĂൖَ఻ʮ19 ᖠ ے1 ૑Ⴑ఼੝˞ϰশ˷ٙൖَ ϰশʙ ϰশʠϰশʭ ᖠ ά ΁үᆵᆿລ࣯ ௎୩͂ʡ ࡒϩ૑Ⴑ ےྀΓ ϩ૑Ⴑ Ѻ֙ࡒ ϩ૑Ⴑ 18.ࡌ҆ʨʟཌဇ̟ڟੰᖠĂ൝ˠཌԚĂ̾Њᆭဇ̟ڟ˚ၖ૑Ⴑ 3.67 1.30 .97 -.05 -.02 19.ࡌ҆ʨ൝ˠဇ̟ϫ୩ڟཌᚗჄཏ஠ڟჳقĂ̾΁ऀဇ̟ڟزݪ 3.68 1.34 .95 -.07 -.02 17.ࡌ҆ʨჄဇ̟ຜ௽Ă̾૶ཌဇ̟ڟၸᆌჄ˚ၖ 3.58 1.28 .91 .10 -.10 20.ࡌ҆ʨ௎୩ဇ̟ङӷĂպဇ̖૑Ёᕽ 3.65 1.31 .82 -.12 .14 25.ࡌ҆ʨ͞Њᆭ͂ʡڟ૑Ⴑቐ੝Ăպ͂ʡ΁Ꮧʮվ 3.50 1.34 .64 .14 -.01 15.ࡌ̖ࠞช᜙ဇ̟ڟزݪĂ̾˽ཌဇ̟ڟ˚ၖ 3.47 1.40 .61 .32 -.02 16.ࡌ࿙ཐ᝱ဇ̟Ӱݪॉവ͎վĂ̾΁ऀزݪ 3.41 1.28 .58 .19 .07 14.ࡌ҆ʨے୪͎ᇥӣăФ߀ʨڟᇁᆺĂ᝱͂ʡဇьˏ୰ΡЁϟණ 3.39 1.42 .02 .95 -.08 13.ࡌ҆ʨےྀᘰᗄڟဘݙĂպဇ̟๐ᚈ֧֗ᘰ̖Ⴤັ᛫ 3.34 1.41 .10 .90 -.11 11.ࡌ҆ʨے୪์রĂ̺੝൝ˠဇ̟᎑˸ڟوਜ਼ 3.32 1.45 -.06 .88 .08 12.ࡌ҆ʨჳղЁ᜙ڟབྷĂ᝱ဇ̟਽፹ 3.16 1.40 .04 .76 -.03 10.ࡌ҆ʨࣤ୪͎̄ൡڟဘݙĂ̾؜ۖ؄Ъڟᘰ۽ 3.53 1.44 .05 .63 .27 4.֧֗͂ʡ˚̄ൡڟဇݟढĂࡌ҆ʨᐆӻў̖˛ڟ˚ಛӤĂ˚ے୪͎վ 3.82 1.24 -.03 -.03 .89 3.˚౉ᜍဇ̟ढĂࡌ҆ʨӰьˏڟЁಌᓴᕠਔվĂ˚ˠےྀ 3.74 1.29 -.02 -.12 .87 2.Ⴤဇ̟വΡ˚ಛӤढĂࡌ҆ʨӢॉҍᒐĂᓴӢ˚വ 3.91 1.22 -.07 -.06 .81 8.Ⴤဇ̟വΡ˚ಛӤढĂࡌ౷ձባձڟےྀ๎ՎĂ˚ળʣ̊ϻ࢏ʡ૑Ⴑ 3.59 1.32 .12 .19 .57 9.࢏ʡ૑Ⴑ͎୪ढĂࡌ௩ٲγ҉͑̾ૡ֙Ăቡጌьˏڟဘݙ 3.69 1.25 .16 .17 .54 1.࡭ဇ͂ʡڟزݪĂࡌ҆ʨѺ֙ўьˏڟ˚ಛӤ 3.69 1.29 .10 .16 .51 Cronbach’s α 0.95 0.93 0.89 ඝĈΏے˞ϰশࡒ௉ුĂ۽૴Promax ෌їଇκᕽළ˞ൖَ

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Ą஑Ͳԏ᝽ސĶුےΓВպ΢ķĂϵาൎढĂ֧ཐڱ Ά෸ळጃුے˛ؚϖᒞڟ૑Ⴑ఼੝଄ࡘĂվඟסьˏ ϵԐʙ࢏଄ࡘʰ৉඲ʟϻ̖̍ʨĄුے૴֥ Likert ˲ ᔈුےڟӜВĂΥ৉඲ݞˉڟ̖ʨ(1)֗৉඲ݞ˃ڟ̖ ʨ(6)Ąඟ˷ඹ਽Ăےΰ֧ཐڱϵˎѰڟʡᄬˣ੝˛Ă ࡌ͎̿ඹϻڟ̖ʨϵ૑Ⴑቡ໽ʰćಲՐ˞Ă҉ސ૑Ⴑ ఼੝ඹ˃Ą௻ႍ̺ណඟѥ̖୩ࡒጊჄ๐֧ڟੈٲĂϵ ᐆʨڟࠂՀ˛ढढ͟ՎĞЃSarason, John, & Siegel, 1978; Lewinsohn, Mermelstein, Alexander,&MacPhillamy 1985ğĄ ϵϰশ˷̟ٙ࡭ĂΏࠂՀ૴֥ᜒ̈́В̺ළϰ˅˷ ٙٲ(iterative principal axis method)ت֥ϰশࡒ௉ුĄ ϣढĂΥػϰশ෢Ф਽ݙڟΓߺᘰ(߱ය྆.60)ĂϰЪ ϵᕽළڟൊୱʰĂ૴֥శᏺଇκᕽಲٲ(promax)෌ї ଇκᕽළĄൖَവ୪Ă஑28 ᖠϰশൖ်˚଼๿Ăވˠ ̾҂ਸ਼Ăశݣ఻ʮ18 ᖠĂ֏ϰশ˷ٙൖَϓФʭ࢏ϰ শĈ(1)Ķ௎୩͂ʡڟࡒϩ૑ႱķĈ͓Ҥ 7 ᖠĂ֏ Cronbach’sɗߏ.95Ą(2)ĶےྀΓϩ૑ႱķĈ͓Ҥ 5 ᖠĂ֏ Cronbach’sɗߏ.93Ą(3)ĶѺ֙ࡒϩ૑ႱķĈ͓ Ҥ 6 ᖠĂ֏ Cronbach’sɗߏ.89Ğϰশ˷ٙൖَཏЃے 1 ؚΰğĄ࠷ઠؚФᖠάϫϵʙਔĂ֏ጌ᝝ුےڟ Cronbach’sɗߏ.96Ąϵݣᛉڟ஛ࡎ˷ٙ˛ĂࠂՀڱ̾ ૑Ⴑ఼੝ڟጌ᝝ුےĞ҉18 ᖠڟᒂ˷ğվੈ˷ٙĂф ۨ̾ʭ࢏ϰশ˷ѿվੈ˷ٙĂ֏୩ΥߏĈ(1)ʭ࢏ϰশ ˞෢ڟߺᘰ߱ϵ.60 ̾ʰĂߺᘰ۽ᆵ྆਽Ă࢑࠷ϣढ༊ ػϣʙਟᔪᇁВ˛Ăࣼؐ๼ϰߏϓሣؒ྆਽ڟੰᖠф అЙਟᔪᇁܮڟӯТć(2)ΏࠂՀڟάڟϵ̾ཥປ۳І ୩ባڟណᔈվཌᚗ૑Ⴑ఼੝Ⴤ֏͂ᝐ෶˞ᘰ۽Ăфۨ ૤ਆ˚ϣ૑Ⴑ఼੝˞ᘸѿჄ֏͂ᝐ෶ސҏФ˚ϣڟᘰ ᒒؒĄ

֏͂ᝐ෶ڟഁු

྄֗ᘲᐖ̿˞̘݊ڟᏜЩ Ķ྄֗ᘲᐖ̘̿݊˞ᏜЩķڟුے۽੤у Bailey Ⴤ McCollough(2000)ڟࠂՀؚവࣤфЙĂ༄Ͳѝૃձ ʡʨཥປ਋ማڟဂਜ਼ߨʡˁĂ̾̅֍ѝˎ੦̖୩ደి ˁॲࠂՀΡ෌їᅷᖠĂశݣᎵ͎ 3 ᖠĈĶϵӨڟˎѰ ˛ĂӨલ๼྄֗˚ᒿ୩ڟ̘݊ĄķăĶϵӨڟˎѰ ˛Ăલ๼྄֗ᘲ̾ᐖ̿ڟ̘݊Ąķă̅ĶϵˎѰ˛Ă Өલલ๼໦֗زݪڟ̘݊ĄķาൎढĂΥ֧ཐڱळጃ ьˏဇԐʙᖠڟϣ๎ുݙվੈൎĂΥۨલ˚ϣ๎(1)֗ ۨલϣ๎(6)Ăુ˷ඹ਽ےΰ֧ཐڱჯߏϵˎѰ˛ඹલ ྄֗ᘲᐖ̿˞̘݊Ą௻3 ࢏ᖠάڟ Cronbach’sɗߏ.92Ą وਜ਼਋ማڟझ΢ Ķ ڣ ᚈ و ਜ਼ ਋ ማ झ ΢ ķ ۽ ੤ ਪ Baumgartel Ⴤ Jeanpierre(1972)ڟഁු̟ВĂΥࢷˎ̾ьඟڟ̟Вվ ඟѥ֏౐ѝؚಪռڟ਋ማჄ଀ዲސҏФझ΢Ąߏሂ۳ ᖠά˞ኌ˸ؒĂࠂՀڱಷቜͲѝૃձʡʨཥປ਋ማڟ ဂਜ਼ߨʡˁĂ̾̅֍ѝˎ੦̖୩ደిˁॲࠂՀΡվ෌ їᅷᖠĄశݣ૴΢ 4 ࢏ᖠάĈĶӨ࢈౐ѝဇػࢷˎو ਜ਼ဘݙڟ਋ማĂ̾͟ဂᄬོ΢ϵˎѰʰĄķăĶӨ࢈ ౐ѝဇػࢷˎوਜ਼ဘݙڟ਋ማჄ଀ዲĂဇӨڟᐓ҅ݞ ˃ĄķăĶӨ࢈౐ѝڟ਋ማ቞ുĂ̾͟૶ཌӨϵوਜ਼ ᛫݊ढ྄ؚ֗ڟҨᘲĄķă̅Ķጌ᝝фՐĂӨ࢈౐ѝ ဇࢷˎؚಪռڟوਜ਼ဘݙ਋ማĂЙझߺ໋ՊЁĄķา ൎढĂΥ֧ཐڱळጃьˏဇԐʙᖠڟϣ๎ുݙվੈ ൎĂΥۨલ˚ϣ๎(1)֗ۨલϣ๎(6)Ăુ˷ඹ਽Ăےΰ ֧ ཐ ڱ ჯ ߏ و ਜ਼ ਋ ማ झ َ ඹ չ Ą ௻ 4 ࢏ ᖠ ά ڟ Cronbach’sɗߏ.95Ą ьӨၿૡ ΏࠂՀ૴΢ Lennox Ⴤ Wolfe(1984)࢓ΓݣڟьӨ ၿૡුےĂཎුے͓Ҥ֍࢏ϩݙĈĶቡጌьӨҕ୪ڟ ৖ʨķĞ̾ʮᕏႎĶቡጌьӨҕ୪ķğჄĶဇ͂ʡے ྀїߏڟଃ๐ݙķĞ̾ʮᕏႎĶဇ͂ʡଃ๐ݙķğĂ ܉ڱ7 ᖠĂݣڱ 6 ᖠĂϓࡎ 13 ᖠĄϵᖠάڟᕚᚍʰĂ ߏԑລሂഒჲĂࠂՀڱ૴΢ϱᕭᕚᚍ(back translation) ڟൊୱĂϑΥࠂՀڱઠ௻ղᖠάᕚᚍЙ˛̜ĂϔΥ֍ ѝ࠼ࠛჭՁڟർགࠂՀΡᕚᚍϱ࠼̜Ăծఆ྆ਆባĂ ሂסశݣڟᕚᚍڎΏĄϵΓВᖠάڟᎵጅʰĂࠂՀڱ ҂͞ࢨුے˛ϰশࡒ௉ුྲྀѳჄᕚᚍ˞ݣჭ๎˚଼ڟ ᖠάĂ఻ʮ 10 ᖠĞ֍࢏˷ුےϨ 5 ᖠğĄ༄ΓВފ ഁ Ă ࠂ Հ ڱ ૴ ֥ ᜒ ̈́ В ̺ ළ ϰ ˅ ˷ ٙ ٲ(iterative principal axis method)վت֥ϰশࡒ௉ුĂ҂ਸ਼ϰশൖ

်˚଼๿ڟʙ࢏ᖠάĂశݣ఻ʮ 9 ᖠĂ͓Ҥ֍࢏ϰ শĂʙސĶဇ͂ʡଃ๐ݙķĂЃĶӨ௽લ৖ૃѿʡڟ ஁˛Ă߼͎͂঍Γڟ૑ႱķĂCronbach’sɗߏ.87ćͪ ʙސĶቡጌьӨҕ୪ķĂЃĶӨവ୪Ө৖ઊቡጌьˏ ڟїߏĂ̾ᐖ૑࿪ڟࡌԑĄķĂCronbach’sɗߏ.78Ă ЪൖَჄ Lennox Ⴤ Wolfe(1984)ؚവ୪ڟʠϰশൖ် ސʙ࠮ڟĄ֍࢏ϰশ˞ߺᘰߏ.49Ă˚э྆਽Ăצ̾͟ عϵϣʙ࢏ਟᔪᇁܮ˛෌ї˷ٙĄ ૑Ⴑ৉႑

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ΏࠂՀڟ૑Ⴑ৉႑ුےϓ4 ᖠĂ۽Ꮅь Sheu(1995) ᕚᚍь Maslach Ⴤ Jackson(1986)ڟĶˎѰࡾݧුےķ (Maslach Burnout Inventory, ᕏ ႎ MBI) Ă ϔ ੤ ਪ Chen(2000)ڟڎΏ࢓ࡏфЙĄϓࡎ 4 ᖠĈĶӨᚈુӨ ڟˎѰ᝱Ө૑๐ޝ႑ĄķăĶˎѰʙጌ̈ݣĂӨ๐֗ ႠঀʨၾĄķăĶʙОਔվĂ๑֗ʬࡌ࡭ဇʙ̈ڟˎ Ѱ Ă Ө ᚈ ુ ঀ ண Ą ķ ă ̅ Ķ Ө ဇ ˎ Ѱ ๐ ֗ ̖ ʨ κ ໏ĄķΥ֧ཐڱ̾ʜᔈුےဇػԐ࢏଄ࡘؚവΡڟЩ ᆵ෌їඟסĄ௻4 ᖠڟ Cronbach’s ɗߏ.91Ą ૡ֙ᝐ෶ ؒѿჄБཥ֍࢏ࠧುᝐ෶Ă఍Ф͟৖ဇࢷˎڟ૑ Ⴑ఼੝˃ˉჄ૑Ⴑ৉႑ᙒࡧݙ୰ΡྱഁझَĄϵؒѿ ̟࡭Ă௨ϻࠂՀ఍ݾ͎ؒѿဇػ૑Ⴑڟےྀă௎୩ă ̅ቡ໽Ă๼అЙᆇᛪĄЃ Siegler Ⴤ Siegler(1976)ࠂՀ ݾ͎˄ؒϵჄʡˣ੝ढĂ๼ࣤ୪͎ԁϻڟຣ๸(warmth) Ⴤ౉ᜍ(liking)ĄMaslach Ⴤ Jackson(1985)܌വ୪˄ؒ ϵ૑Ⴑ৉႑ڟᙒࡧുݙʰࡌ਽ػԸؒĄϵБཥ̟࡭Ă Бཥڢ૥̆ގ͎ࢷˎڟˎѰ༄᝛ĂϰЪ౷ʙ࢏Бཥྲྀ ۝ڟࢷˎфՐĂઅػˎѰ༄᝛ڟணፖĂϵʡᄬˣ੝ढ ͟᝹߀ོ΢Ϩႍ૑Ⴑቡ໽ڟ༄᝛ٲ܌Ăވ˚ᄯࡌӹ٧ ̊ ϻ ڟ ̖ ʨ ϵ ૑ Ⴑ ఼ ੝ ʰ Ă ʶ ྲྀ ˚ ࣠ ؾ ࡾ ݧ Ą Anderson Ⴤ Iwanicki(1984)̾̅ Kilpatrick(1989)ڟࠂՀ ߱ݾ͎ࢷˎϵˎѰ˛ڟ༄᝛ϻကؖБཥ۝഻ĂჄ૑Ⴑ ৉႑ऀऀߺᘰĄᜦػؒѿჄБཥ͟৖ဇ૑Ⴑ఼੝Ⴤ૑ Ⴑ৉႑అЙᆇᛪĂΏࠂՀϵਟᔪᇁܮ˛ઠ௻֍࢏ࠧು ᝐ෶͑̾ૡ֙Ą

ࠂՀൖَ

ߺᘰ˷ٙ

ߺᘰ˷ٙ˞ൖَЃے 2 ؚΰĄ౷ૡ֙ᝐ෶фՐĂ ؒѿჄ૑Ⴑ఼੝ծഒ᝗ൿڟࡒߺᘰ(r = -.09, n.s.)ĂѮБ ཥჄ૑Ⴑ఼੝ጌ᝝Ф᝗ൿڟΓߺᘰ(r = .14, p < .05)Ą ౷܉༊ᝐ෶Ⴤ૑Ⴑ఼੝ڟߺᘰфՐĂ྄֗ᘲᐖ̘̿݊ ڟᏜЩჄ૑Ⴑ఼੝ҕ᝗ൿڟΓߺᘰ(r = .18, p < .05)Ă ڣᚈوਜ਼਋ማझ΢ʶჄ૑Ⴑ఼੝ҕ᝗ൿڟࡒߺᘰ(r = -.15, p < .05)ĂЪʙൖَۑԏ̛ݻʟ H1 Ⴤ H2Ą౷૑Ⴑ ఼੝Ⴤ૑Ⴑ৉႑ڟߺᘰфՐĂ૑Ⴑ఼੝Ⴤ૑Ⴑ৉႑ҕ ୪᝗ൿڟΓߺᘰ(r = .24, p < .01)ĂЪʙൖَۑԏ̛ݻ ʟH3Ą ے2 Ϩᝐ෶˞଄ࡘ஛ࡎࢄჄߺᘰ۽ᆵঐਲ (N=278) ᝐ෶ ଄ࡘ஛ࡎࢄ ߺᘰ۽ᆵঐਲ

ᆺΏᆵ ΁үᆵ ᆿລ࣯ A1. A2. B1. B2. C1. C2. D1. E1.

ૡ֙ᝐ෶ A1.ؒѿ -275 -- -- -- A2.Бཥ (̢̾ࡎ႗) -259 46.24 31.37 -.23** -- ܉༊ᝐ෶ B1 ྄֗ᘲᐖ̿˞̘݊ڟᏜЩ -278 12.54 3.42 -.12 -.02 (.92) B2.ڣᚈوਜ਼਋ማڟझ΢ -276 16.19 4.20 -.10 -.08 -.05 (.95) ቡ໽ᝐ෶ C1.ьӨၿૡ(ဇʡଃ๐ݙ) -274 17.07 3.48 -.01 -.00 -.04 -.01 (.87) C2.ьӨၿૡ(ቡጌьӨҕ୪) -266 21.28 3.39 -.07 -.08 -.03 -.12* -.49** (.78) ૑Ⴑ఼੝ D1.૑Ⴑ఼੝ -265 64.14 18.32 -.09 .14* -.18* -.15* -.03 -.22** (.96) ൖَᝐ෶ E1.૑Ⴑ৉႑ -273 13.38 5.77 -.02 -.05 -.14* -.29** -.01 -.20** .24** (.91) *p<.05;**p<.01。在性別上,男性為 0,女性為 1。括號內的數字為該量表之 Cronbach’s α。

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྄֗ᘲᐖ̘̿݊ᏜЩăڣᚈوਜ਼਋ማझ΢ă

̅૑Ⴑ఼੝˞ᘰ۽

(H1 Ⴤ H2 ˞᝛ᘌ)

྄֗ᘲᐖ̘̿݊ᏜЩăڣᚈوਜ਼਋ማझ΢ă̅૑ Ⴑ఼੝˞ᘰ۽ĂΥے 3 ͟߼͎Ă౷૑Ⴑ఼੝фՐĂૡ ֙ʟؒѿჄБཥݣĂ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄوਜ਼ ਋ማڟझ΢߱ဇ૑Ⴑ఼੝Ф᝗ൿڟྱഁझَĂ܉ڱڟ ᆿລ˽β ߏ.19 (p < .01)Ăݣڱڟᆿລ˽ β ܌ߏ-.13 (p < .05)ĄಲՐ˞Ăᘲᐖ̿˞̘͎݊୪ڟᏜЩඹ਽Ăؖࢷ ˎڣᚈ֗ڟوਜ਼਋ማझ΢ඹѳĂ܌૑Ⴑ఼੝ඹ˃ĄH1 ჄH2 ߱ુ֗ʟ̛ݻĄ

૑Ⴑ఼੝Ⴤ૑Ⴑ৉႑˞ᘰ۽

(H3 ˞᝛ᘌ)

૑Ⴑ఼੝ဇ૑Ⴑ৉႑ڟྱഁझَĂΥے 3 ˞ M2 ͟߼͎Ă౷૑Ⴑ఼੝фՐĂૡ֙ʟؒѿჄБཥݣĂ૑ Ⴑ఼੝ဇ૑Ⴑ৉႑˫Ф᝗ൿڟΓϩྱഁझَĞŔR² = .06Ăɘ=.24Ă p < .01ğĄಲՐ˞Ă૑Ⴑ఼੝ඹ˃Ă ૑Ⴑ৉႑ඹᙒࡧĄH3 ુ֗ʟ̛ݻĄ

૑Ⴑ఼੝ڟ˛˭झَ

(H4 Ⴤ H5 ˞᝛ᘌ)

ळጃBaron Ⴤ Kenny(1986)ڟណᔈò˭झَᐖஒ ϫͲ࢏ନχĈ(1)܉༊ᝐ෶ဇ˛˭ᝐ෶֎Ф᝗ൿڟྱഁ झَć(2)˛˭ᝐ෶ဇൖَᝐ෶֎Ф᝗ൿڟྱഁझَć (3)܉༊ᝐ෶ဇൖَᝐ෶Ф᝗ൿڟྱഁझَć(4)ϣढઠ ܉༊ᝐ෶Ⴤ˛˭ᝐ෶͑ʣਟᔪᇁܮ˛Ă܉༊ᝐ෶ڟྱ ഁझَ๼ᝐુ˚᝗ൿĄ Υے 3 ͟߼͎Ă(1)྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄڣ ᚈوਜ਼਋ማझ΢Ğ܉༊ᝐ෶ğ߱ဇ૑Ⴑ఼੝Ğൖَᝐ ෶ğ֎Ф᝗ൿڟྱഁझَĂ஑ʙ࢏ନχЙγĄ(2)૑Ⴑ ఼੝Ğ˛˭ᝐ෶ğဇ૑Ⴑ৉႑ʶФ᝗ൿڟྱഁझَĂ ஑ʠ࢏ନχЙγ(M2)Ą(3)྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ ڣᚈوਜ਼਋ማझ΢߱ဇ૑Ⴑ৉႑֎Ф᝗ൿڟྱഁझ َĂ֏˛྄֗ᘲᐖ̿˞̘݊ڟᏜЩڟᆿລ˽ɘߏ.14 (p < .05)Ăڣᚈوਜ਼਋ማझ΢ڟɘ܌ߏ-.28 (p < .01)Ă஑ ʭ࢏ନχЙγ(M1)Ą(4)ϵਟᔪᇁܮ˛ϣढعʣ྄֗ᘲ ᐖ̿˞̘݊ڟᏜЩăڣᚈوਜ਼਋ማझ΢ă̅૑Ⴑ఼ ੝Ăൖَവ୪૑Ⴑ఼੝ဇ૑Ⴑ৉႑ڟྱഁझَႰݻ᝗ ൿ(ɘ=.19, p < .01)Ă྄֗ᘲᐖ̿˞̘݊ڟᏜЩڟྱഁ झَᝐુ˚᝗ൿ(ɘ=.11, n.s.)Ăфڣᚈوਜ਼਋ማझ΢ڟ ྱഁझَ܌Ⴐݻ᝗ൿ(ɘ=-.27, p < .01)Ă஑Ͳ࢏ନχฉ ఋ˷Йγ(M3)Ąळጃ James Ⴤ Brett(1984) ڟណᔈĂ໋ ܉༊ᝐ෶Ӈϒఆ྆˛˭ᝐ෶ф෢૥ᆇᛪ֗ൖَᝐ෶Ă ௻ͩĶӇϒ˛˭झَķ(complete mediation)Ą໋܉༊ᝐ ෶˚ฉఆ྆˛˭ᝐ෶ф෢૥ᆇᛪ֗ൖَᝐ෶Ăԁ๼ڢ ૥ᆇᛪ֗ൖَᝐ෶Ă௻ͩĶఋ˷˛˭झَķ(partial mediation)ĄϵΏࠂՀ˛Ă૑Ⴑ఼੝ဇػ྄֗ᘲᐖ̿˞ ̘݊ڟᏜЩჄ૑Ⴑ৉႑˞ᘰ۽ĂФӇϒ˛˭झَĂH4 ے3 ૑Ⴑ఼੝ă܉༊ᝐ෶ă̅૑Ⴑ৉႑˞ᘰᒒؒ(H1-H5 ˞᝛ᘌ) ૑Ⴑ৉႑ ૑Ⴑ఼੝ M1 M2 M3 ૡ֙ᝐ෶ ؒѿ -.08 -.01 -.02 -.02 Бཥ -.12 -.05 -.06 -.06 Ğ△ ğ R² (.02) (.00) (.00) (.01) ܉༊ᝐ෶ ྄֗ᘲᐖ̘̿݊ڟᏜЩ -.19** .14* -.11 ڣᚈوਜ਼਋ማڟझ΢ -.13* -.28** -.27** ૑Ⴑ఼੝ -.24** -.19** Ğ△ ğ (.05)** R² (.10)** (.06)** (.14)** ϫࡎR² -.08 .10 -.06 -.14 ቡጌݣR² -.06 -.08 -.05 -.12 F ࢄ -4.871** 6.705** 5.249** 7.748** ьΥݙ 4,241 4,248 3,238 5,235 *p < .05ć **p < .01 Ąے˛ΐΈ( )ڟᆵЅߏᆿລ˽ β ۽ᆵćΈ( )ڟࢄ܌ߏ R²△ Ą

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ુ̛֗ݻćဇػڣᚈوਜ਼਋ማझ΢Ⴤ૑Ⴑ৉႑˞ᘰ ۽Ă܌Фఋ˷˛˭झَĄH5 ુ֗ఋ˷̛ݻĄ

ьӨၿૡڟቡ໽झَ

(H6 ˞᝛ᘌ)

Υے 4 ͟߼͎ĂϵьӨၿૡဇػ྄֗ᘲᐖ̿˞݊ ̘ڟᏜЩჄ૑Ⴑ఼੝˞ᘰ۽ڟቡ໽झَڟ᝛ᘌʰĂૡ ֙ʟؒѿჄБཥݣĂշӕϵਟᔪᇁܮ˛༊ʣ܉༊ᝐ ෶ ă ቡ ໽ ᝐ ෶ ă ̅ κ ˣ Ѱ ΢ ᝐ ෶(Baron & Kenny, 1986)Ăൖَവ୪Ĉ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄဇ͂ʡ ଃ๐ݙڟκˣѰ΢ဇػ૑Ⴑ఼੝˚֎ྱഁझَ(ɘ=-.10, n.s.)ć྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄቡጌьӨҕ୪ڟκ ˣѰ΢ဇػ૑Ⴑ఼੝ጌ᝝܌֎Ф᝗ൿڟྱഁझَ(ɘ =.19, p < .05)ĄΥЪណ˞Ăဇ͂ʡଃ๐ݙڟьӨၿૡဇ ػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ૑Ⴑ఼੝˞ᘰ۽Ăծഒ ᝗ൿڟቡ໽झَćѮቡጌьӨҕ୪ڟьӨၿૡဇػ྄ ֗ᘲᐖ̿˞̘݊ڟᏜЩჄ૑Ⴑ఼੝˞ᘰ۽Ă܌֎Ф᝗ ൿڟቡ໽झَĄH6 ુ֗ఋ˷̛ݻĄ ߏʟ෌ʙԏᑣཌቡ໽झَڟܮဘĂΏࠂՀ૴ї Kuo Ⴤ TsaurĞ2004ğڟѰٲĂळጃ྄֗ᘲᐖ̘̿݊˞ ᏜЩڟ΁үᆵઠ֧ཐڱ˸సЙ਽˷஢Ⴤѳ˷஢֍༐Ă ʬळጃቡ໽ьӨҕ୪˞΁үᆵઠ֧ཐڱ੢˷ߏ਽˷஢ Ⴤѳ˷஢֍༐ĄЃЪ҉̾͟ӜЙĶ਽਽ă਽ѳăѳ ਽ăѳѳķͲႍ஢ϫĄ࠷ઠ௻Ͳႍ஢ϫϵ૑Ⴑ఼੝ʰ ڟ΁үᆵ႗͎Ă෌їᗲ࿧Ă҉͟ુ֗࿧ 3 ڟൖَĄΥ ࿧ 3 ͟വ୪Ă౷ቡ໽ьӨҕ୪৖ʨྲྀ਽ڟ֧ཐڱф ՐĂ྄֗ᘲᐖ̿˞̘݊ڟᏜЩဇ૑Ⴑ఼੝ڟ˃ˉФΓ ϩྱഁझَćಲՐ˞Ăဇػቡ໽ьӨҕ୪৖ʨྲྀ਽ڟ ࢷˎվჳĂ྄֗ᘲᐖ̿˞̘݊ඹϻĂ܌૑Ⴑ఼੝ඹ ˃ĄФቸڟސĂ౷ቡ໽ьӨҕ୪৖ʨྲྀѳڟ֧ཐڱф ՐĂ྄֗ᘲᐖ̿˞̘݊ڟᏜЩဇ૑Ⴑ఼੝ڟ˃ˉծഒ ྱഁझَćಲՐ˞Ăဇػቡ໽ьӨҕ୪৖ʨྲྀѳڟࢷ ˎվჳĂ˚ባ྄֗ᘲᐖ̿˞̘݊ڟᏜЩސϻސ̍Ă఍ ࡌ৉඲ྲྀ˃ڟ̖ʨվ෌ї૑Ⴑ఼੝Ą௻཭ࢨϑ H6 ྱ ഁڟФᔈ˚̊ʙ࠮ĂьӨၿૡϵЪ௎ѭ̽വಮʟͪʙ ႍӜВڟቡ໽झَĄ

ਆባ

ΏࠂՀཐ࿧̾Ķཥປ۳І୩ባķߏઅᕃĂ૤ਆˎ Ѱᑗ࿪ᝐ෶Ğ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄڣᚈوਜ਼਋ ማझ΢ğă࢏ѿ࣯୴ĞьӨၿૡğă૑Ⴑ఼੝ă̅ൖ َᝐ෶Ğ૑Ⴑ৉႑ğڟᘰᒒؒĄൖَവ୪྄֗ᘲᐖ̿ ˞̘݊ڟᏜЩჄڣᚈوਜ਼਋ማझ΢̾͟᝗ൿڟྱഁ૑ Ⴑ఼੝ĞH1 Ⴤ H2 ЙγğĂ૑Ⴑ఼੝̾͟᝗ൿڟྱഁ ૑Ⴑ৉႑ĞH3 ЙγğĄ૑Ⴑ఼੝ϵ྄֗ᘲᐖ̿˞̘݊ ے4 ьӨၿૡ˞ቡ໽झَ(H6 ˞᝛ᘌ) ૑Ⴑ఼੝ ૡ֙ᝐ෶ ؒѿ -.09 Бཥ -.11 ĞŔR²ğ (.03)* ܉༊ᝐ෶ ྄֗ᘲᐖ̘̿݊ڟᏜЩ(DIF) .17** ĞŔR²ğ (.03)** ቡ໽ᝐ෶ĈьӨၿૡ ဇ͂ʡଃ๐ݙ(SM1) -.10 ቡጌьӨҕ୪ (SM2) -.25** ĞŔR²ğ (.05)** κˣѰ΢ᝐ෶ DIF×SM1 -.10 DIF×SM2 -.19* ĞŔR²ğ (.03)* ϫࡎR² -.13 ቡጌݣR² -.10 F ࢄ 4.782** ьΥݙ -7, 227 *p < .05ć **p < .01 Ąے˛ΐΈ( )ڟᆵЅߏᆿລ˽ɘ۽ᆵć Έ( )ڟࢄ܌ߏŔR²Ą 67.12 66.36 63.19 57.41 52.00 54.00 56.00 58.00 60.00 62.00 64.00 66.00 68.00 低分組 高分組 ྄֗ᘲᐖ̘̿݊ڟᏜЩ ૑ Ⴑ ఼ ੝ ࿧3 ቡ໽ьӨҕ୪˞ьӨၿૡဇػ྄֗ᘲᐖ̘̿݊ ڟᏜЩჄ૑Ⴑ఼੝˞෢ڟቡ໽झَ! ቡ໽ьӨҕ୪ ˞ьӨၿૡ ਽˷஢ ѳ˷஢

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ڟᏜЩჄ૑Ⴑ৉႑˞෢ФĶӇϒ˛˭झَķĞH4 Й γğĂϵڣᚈوਜ਼਋ማझ΢Ⴤ૑Ⴑ৉႑˞෢܌ФĶఋ ˷˛˭झَķĞH5 ఋ˷ЙγğĄЪʹĂьӨၿૡ˛ڟ ĶቡጌьӨҕ୪৖ʨķ̾͟ቡ໽྄֗ᘲᐖ̿˞̘݊ڟ ᏜЩჄ૑Ⴑ৉႑˞ᘰ۽ĂѮቡ໽ڟ̟ϩჄࢨϑྱೈ˚ ̊ߺϣĞH6 ఋ˷ЙγğĄࠂՀൖَჄĶཥປ۳І୩ ባķڟྱഁ˃࠮ஒϫĄਬဇࠂՀൖَĂ̾ʮಪ͎֍ᔈ ਆባĈ ஑ʙĂߏѤڣᚈوਜ਼਋ማझ΢˚ฉఆ྆૑Ⴑ఼੝ ڟ˛˭झَ෢૥ᆇᛪ૑Ⴑ৉႑Ăԁ๼ڢ૥ᆇᛪ૑Ⴑ৉ ႑Ğఋ˷˛˭ğĉࠂՀڱჯߏ͟৖ڟࢨϰϵػĈڣᚈ وਜ਼਋ማझ΢ဇػࢷˎڟᆇᛪվь֍࢏ఊࣷĂʙ࢏ސ ဂ ቴ झ ΢(tangible effect) Ă ͪ ʙ ސ ̖ ୩ झ ΢ (psychological effect)Ąဂቴझ΢๎ݾཎوਜ਼਋ማ̾ဂ ᄬ֞҅ࢷˎ௎୩ˎѰʰ྄ؚ֗ڟੰᖠĂ̾࡬ѳࢷˎϵ ˎѰʰؚ඲ڟ̖ʨĂ෌ф೵̍ᐆʨ̆ᐖڟᙒࡧുݙ----ಲՐ˞Ăوਜ਼਋ማؚળվڟဂቴझ΢ʝސఆ྆૑Ⴑ఼ ੝ڟ̖୩ጣുф෢૥ᆇᛪ֗૑Ⴑ৉႑Ą̖୩झ΢܌๎ ݾوਜ਼਋ማ̾͟᝱ࢷˎ๐ᚈьˏ̛֧֗ݻăુ֗ڻ סăᑕુ౵ࡧĂ̾ڢ૥೵̍ࢷˎᐆʨ̆ᐖڟᙒࡧുݙ---ಲՐ˞Ăوਜ਼਋ማؚળվڟ̖୩झ΢ʝސڢ૥ᆇ ᛪ૑Ⴑ৉႑ڟ˃ˉĂфۨఆ྆૑Ⴑ఼੝ф෢૥ᆇᛪ֗ ૑Ⴑ৉႑Ąᒂ˞ĂΥػوਜ਼਋ማڟझ΢ϣढ୊აʟဂ ቴझ΢Ⴤ̖୩झ΢Ăͺ̾͟ఆ྆૑Ⴑ఼੝෢૥ᆇᛪ૑ Ⴑ৉႑Ăʶ̾͟˚੅૑Ⴑ఼੝ڢ૥ᆇᛪ૑Ⴑ৉႑Ą ஑ʠĂᓶഓĶьӨၿૡķ˞ĶቡጌьӨҕ୪৖ ʨķဇػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ૑Ⴑ఼੝˞ᘰ۽ ֎Фቡ໽झَĂѮߏѤቡ໽ڟ̟ϩჄࢨϑྱೈڟ˚ ϣĉ͟৖ڟࢨϰϵػĈቡጌьӨҕ୪৖ʨѳڟࢷˎĂ ဇػʡᄬˣ੝ڟˎѰĂ˚ባᘲؾϻကĂ఍ࡌ৉඲ݞ˃ ڟ̖ʨĂϰЪ˚႓ؚ͂࡭ဇڟᘲᐖ̿˞̘݊ސϻސ ̍Ă͂఍ʙᆺࡌۆ඲ݞ˃ڟ̖ʨվᐖ̿ĂԠ˧ᅄ࣯ ѿĄэػቡጌьӨҕ୪৖ʨ਽ڟࢷˎϵ࡭ဇʙৡ̘݊ ྲྀߏኽᄆ౷ᇣĂ˚ᄯ৉඲̊˃ڟ̖ʨĂѮϵ࡭ဇᘲᐖ ̿ڟ̘݊ढĂᏍൿᘲᐖ̿˞̘͎݊୪ڟᏜЩඹ਽Ăཎ ࢷˎؚ৉඲ڟ̖ʨۯඹ˃ćϰЪĂ௻ᘸࢷˎဇػʡᄬ ˣ੝ˎѰؚ͎̿ڟ̖ʨĂ๼Ꮝൿᘲᐖ̿˞̘͎݊୪Ꮬ Щڟᅨϻф͑˃ĄэػĶьӨၿૡķ˞Ķဇ͂ʡےྀ їߏڟଃ๐ݙķߏѤဇػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ ૑Ⴑ఼੝˞ᘰ۽˚֎ቡ໽झَĉ֏͟৖ࢨϰϵػĈဇ ͂ʡےྀїߏڟଃ๐ݙސʙႍ˱ϵ̖୩ڟ̆ᐖĂф˚ ࠷ቡጌьӨҕ୪৖ʨ๼ڢ૥̆ᐖϵ࢏ʡʹ᝗ڟ૑Ⴑے ୪ʰĂϰЪဇᆇᛪᘲᐖ̘̿݊˞झَФࡩĂ֏ቡ໽झ َʶϰф˚᝗ൿĄЪʹĂଃ๐ݙ਽؁؁๎᎝࢏ʡ࣠ؾ ๐ ޗ ֗ ͂ ʡ ڟ ૑ Ⴑ(Hatfield, Cacioppo, & Rapson, 1994)ĂϰЪĂဇ͂ʡଃ๐ݙ਽ڟࢷˎϵ࡭ဇᘲᐖ̿ڟ ̘݊ढĂ̆ф͟৖ᄯࡌۆʰʙסുݙڟ̖ʨվቡ໽࢏ ʡ֧֗๐ޗڟࡒϩ૑ႱĂ௻͟৖๼ذ॑ଃ๐ݙڟሥቐ Ѱ΢Ăϰф࡬ѳ֏ဇػ྄֗ᘲᐖ̿˞̘݊ڟᏜЩჄ૑ Ⴑ఼੝˞ᘰ۽ڟቡ໽झَĄઅػ̾ʰ୩ΥĂࢨϑ੅௩ ѭ̽Ф࢓ΓڟΆࡌĄ ϵࠂՀࡩ֙ჄΐվࠂՀ̟ϩʰĂࡶϑĂΏࠂՀӇ ϒ૴΢ьඟුےվ෌їࠂՀĂ̸ϵ౐ʙढᔈފഁĂ͟ ৖๼୰Ρϓϣ̟ٲᝐ୴(common method variance)ڟੰ ᖠĄᓶഓΏࠂՀ˛ؚവ୪ڟ˛˭झَჄቡ໽झَݞᘲ ΢ϓϣ̟ٲᝐ୴ڟ୩Υվ͑̾ཌᚗĂфФղࠂՀڱʶ ჯߏϓϣ̟ٲᝐ୴ؚఅЙڟੰᖠᐖ˚Ѓ๑࿋˛ڟᙒࡧ (Վ Crampton & Wangner, 1994; Kline, Sulsky, & Derver-Moriyana, 2000)ĂѮߏʟሂ۳ΏࠂՀൖَΐ֧֗ϓϣ ̟ٲᝐ୴̊˃ڟᆇᛪĂࠂՀڱ૴֥Ķܤ۞̪౐ϰশഁ ཐ ٲ ķ(Harman’s one-factor test)վ෌їᐮഁĞPeng, Kao & Lin, 2006 ć Podsakoff, Mackenzie, Lee, & Podsakoff, 2003ğĄཎ̟ٲڟുӕߏĈઠؚФࠂՀᝐ෶ ڟᖠάʙਔ෌їϰশ˷ٙĂϵΐᕽළ(unrotated)ڟڑٷ ʮĂշጃϰশᆵάڟϻကվҀᔞϓϣ̟ٲᝐ୴ڟᙒࡧ ؒĄ࢑࠷Ъʙഁཐͫુ֗ʙ࢏ϰশĂؖુ֗ᆵ࢏ϰ শ Ă Ѯ ֏ ˛ ஑ ʙ ࢏ ϰ শ ސ Ķ Ⴃ ϫ ϰ শ ķ Ğgeneral factorğĂͺཌᚗʟ˃ఋ˷ഁුᝐ෶ڟ̺ࡌᝐ୴Ă܌Ф ᙒࡧڟϓϣ̟ٲᝐ୴˞༲Ąఆ྆ʰࡘᐮഁĂਬဇΏࠂ ՀؚФࠂՀᝐ෶ڟᖠά෌їϰশ˷ٙĂൖَവ୪ϵΐ ᕽළڟڑٷʮĂϓુ֗ය྆ʙ࢏̾ʰڟϰশĂ஑ʙ࢏ ϰশڟཌᚗᝐ୴ුฉѬ 29.87%ĂфؚФ૑Ⴑ఼੝ڟᖠ άϵ஑ʙ࢏ϰশʰڟࡒ௉ු߱ය྆.50Ă֏኷ᖠάϵ஑ ʙ࢏ϰশڟࡒ௉ු෦ق᝗ѳػ.50Ğฉʭ࢏ᖠάڟϰশ ࡒ௉ු˭ػ.30-.40 ˞෢Ă֏኷߱ˉػ.30ğĄΥЪណ ˞Ăϓϣ̟ٲᝐ୴ϵΏࠂՀ˛ծΐఅЙᙒࡧڟੰᖠĄ ዑ႓ЃЪĂϵΐվࠂՀ˛̾͟૴֥ᒃ௱ࠂՀڟൊୱĂ ϵ˚ϣढ෢ᔈվ෌їഁුĄսЃĂ஑ʙ࢏ढ෢ᔈĂϑ ഁු྄֗ᘲᐖ̿˞̘݊˞ᏜЩăڣᚈوਜ਼਋ማझ΢൉ ᝐ෶ć஑ʠ࢏ढ෢ᔈĂϔഁු૑Ⴑ఼੝Ⴤ૑Ⴑ৉႑Ă ЃЪ̾͟೵ᄆϓϣ̟ٲᝐ୴ڟੰᖠĄ ֏ЩĂϵΏࠂՀ˛Ăฉ̾ьӨၿૡվੈߏ྄֗ᘲ ᐖ̿˞̘݊˞ᏜЩჄ૑Ⴑ఼੝˞ቡ໽ᝐ෶Ăϵᕿݣڟ ࠂՀ˛Ăؖ௨̾͟ঽʣ֏͂ڟ࢏ʡ५ᆉੈߏቡ໽ᝐ

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෶ Ă ቝ Ѓ ̾ ஢ ᕑ ߏ અ ᕃ ڟ ь ౵(organizational-based self-esteem)(Pierce, Gardner, Cummings, & Dunham, 1989) ă ᔪ ϰ (causal attribution)(McAuley, Duncan, & Russell, 1992) ă ʡ ि ڟ ˤ ˃ ५ ቴ ᇁ В (five factor model)(Digman, 1990) ă य ̖ ь Ө ඟ ᅋ (core self-evaluations)(Judge, Erez, Bono, & Thoresen, 2003)ă૑ Ⴑ ๐ ޗ(emotional contagion) (Hatfield, Cacioppo, & Rapson, 1994) ă Γ ࡒ ϩ ૑ Ⴑ ؒ (positive affect and negative affect) (Watson, Clark, Tellegen, 1988)൉൉Ą

஑ʭĂ૑Ⴑ఼੝Ⴤ૑Ⴑ৉႑˞ᘰ۽Ăސҏගڑٷ ф୴Ă௻ϵΏࠂՀ˛ծΐ૤ਆĄቝЃĂ໋஑ʙሣʡࢷ ෌їʟ૑Ⴑ఼੝Ăфુ֗Γ࡭ڟϱ㑞ĞЃᑕુ᛫݊Γ ϩڟϱ㑞ăᑕુՊЁڟ๾ᑼğĂݸັཥປ۳І୩ባڟ ណ ᔈ Ă ௻ ႍ ϱ 㑞 ѭ ̽ ސ ʙ ႍ ཥ ປ ڟ ᑕ ુ(Hobfoll & Shirom, 2001)Ăͺސҏ̾͟ሥཌ૑Ⴑ৉႑ڟᙒࡧുݙ ֹĉʬЃĂ໋஑ʙሣʡࢷߏʟ૑Ⴑ఼੝৉๬̖ʨݣĂ ࠷஢ᕑ৖ઊಪռʙࣈ֙ݙ˽ڟࢷˎᄄዲ૩ފվ֞҅֏ ୵௎૑ႱĂ܌૑Ⴑ৉႑ڟᙒࡧുݙސҏ๼࡬ѳֹĉ̾ ʰੰᖠĂ߱ФݟΐվࠂՀ෌ʙԏڟ૤ਆĄ ஑ͲĂΏࠂՀઠ૑Ⴑ఼੝ߨסߏʙႍĶ̖ʨڟ̿ ͎ķĄϵഁුʰĂߏʟ̆ގ͎Ъʙ຅؈ĂࠂՀڱ੤ਪ ྆͞Фᘰᐆʨڟഁු̟ВĞSarason, John, & Siegel, 1978; Lewinsohn, 1985ğڢ૥ቜ֧ཐڱਬဇ࠷˓૑Ⴑቡ ໽ڟ଄ࡘĂඟѥ֏Ķ̖ʨ৉๬ڟ˃ˉķĄዑ႓ϵΏࠂ Հ˛ĂЪႍഁු̟В৖ሂဂ̆ގ͎Hochschild(1983)ဇ ૑Ⴑ఼੝ڟࢨ๎ĂфࠂՀൖَʶ˃ϻ̛ݻࢨϑڟ੅ ௩ĂծჄ྆͞૑Ⴑ఼੝ڟࠂՀൖَߺқϫĄഓфڢ૥ ቜ֧ཐڱਬဇĶ̖ʨ৉๬ڟ˃ˉķ෌їඟѥĂސҏሂ ဂ৖ઊ̆ގ֏૑Ⴑ఼੝ڟ˃ˉĂЪʙੰᖠФᎦΐվԁ ϻझݙࠂՀᘌጃڟணፖĄ శݣĂΏࠂՀฉᎵ֥ʟʙࣜᄚїڟ஑ʙሣʡࢷੈ ߏࠂՀဇණĂᓶഓϵ֥ᆺʰஒϫHochschlid(1983)ؚϖ ᒞڟ˲˃ᘸ਽ݙ૑Ⴑ఼੝ˎѰᘸܮĂфؚФᆺΏ߱վ ьʙ࢏஢ᕑĂʶ̾͟ᓗѻ஢ᕑؖ୰๾ϰশဇࠂՀൖَ అЙڟ˓ᔙĄഓфĂЪႍѰٲܓʶࡩ֙ʟΏࠂՀڟᘸ ૰ؒĄϵΐվڟࠂՀ˛Ă͟Ꮅ֥վь˚ϣ஢ᕑؖ୰๾ ڟᆺΏĂ̾ಪ਽ࠂՀൖَڟᘸ૰ؒĄ ϵ႓୩ဂਜ਼ڟ๎୊ʰĂΏࠂՀവ୪૑Ⴑ఼੝Ⴤ૑ Ⴑ৉႑ސऀऀߺᘰڟĄᜧػ૑Ⴑ఼੝๼ዲ࠮૑Ⴑ৉ ႑Ăф૑Ⴑ৉႑ဇػࢷˎڟˎѰझ৖ʬ๼୰Ρߺ໋ࡒ ࡭ڟᆇᛪ(Cordes & Dougherty, 1993)Ă႓୩ڱؖ௨̾͟ ૃ࡬ѳ૑Ⴑ఼੝ൿ̙Ă̾թ૑Ⴑ৉႑വΡĂ֏֎᝝ڟ ੈٲФĈ(1)ఆ྆ФझڟၷᎵൊୱĂӲ͎֎Ф਽ݙ૑Ⴑ ቡ໽৖ʨڟࢷˎĂΥػ௻ᘸࢷˎϵ࡭ဇʡᄬˣ੝ڟˎ Ѱψਜ਼ढĂ৖ઊኽᄆ౷ᇣڟ௎୩ьˏჄ͂ʡڟ૑ႱĂ ϰЪϵ૑Ⴑ఼੝ʰ˚๼৉඲̊ϻ̖ʨĂʶ̨ྲྀ˚๼ఞ ʣ૑Ⴑ৉႑ڟҨ࿪Ą(2)઼͑وਜ਼ဘݙڟ਋ማĂպࢷˎ ϵ࡭ဇ̘݊ढĂ֎రԁ਽ڟʡᄬˣ੝ӬͽĂЃЪʙ վĂؖ௨͟೵̍ϵ૑Ⴑ఼੝ʰؚۆ඲ڟ̖ʨĄфΥΏ ࠂՀؚവ͎ࣤڟ૑Ⴑ఼੝ුےĂؖ௨͟ఆ྆෌ʙԏ˞ ۬ݙჄझݙڟࠂՀ˷ٙĂവࣤߏඨᔞăඟѥăߥэྱ ഁΏˀᄚї஑ʙሣوਜ਼ʡࢷˎѰࡾݧڟݾᆿĂ̾ҁߺ ᘰʡʨཥປ߀੝Ⴤ֙ݙڟዲʣĞЃ਋ማࡎഫăᐆʨ႓ ୩̟रăࢷˎ̟֞҅र൉൉ğĄ

ۣඝ

(1)ࠂՀڱϵ BSPăABI/INFOăPsycINFOă˛ർΕ੽ ೈ ͐ ባ ̜ ষ ̕ ൉ ཥ ट ࣲ ˛ ̾ emotional labor Ⴤ difficult customer ෌ї๪౶Ăൖَവ୪ϵΓВڟደ௚ ೈ͐˛ĂฉФBailey Ⴤ McCollough(2000)૤ਆ૑Ⴑ ఼੝Ⴤᘲᐖ̘̿݊ڟᚊᖠĄѮސཎሕ̜ణʝސ̾و ਜ਼ʡࢷ྄֗ᘲᐖ̘̿݊ڟᏜЩჄ̆ᐖĞЃᖔ෠୪ ౟ăᕽ஋٧๎൉ğੈߏ૑Ⴑ఼੝ڟݾᆿĂ̸ͫਬဇ ੰ֢ᖠάੈᕏ౐ڟ଄ࡘ஛ࡎĂծΐ঍Γ͞૤ਆ྄֗ ᘲᐖ̘̿݊Ⴤ૑Ⴑ఼੝˞ᘰ۽Ą (2)ࠂՀڱϵ BSPăABI/INFOăPsycINFOă˛ർΕ੽ ೈ ͐ ባ ̜ ষ ̕ ൉ ཥ ट ࣲ ˛ ̾ emotional labor Ⴤ human resource ෌ї๪౶Ąൖَവ୪ĂϵΓВደ௚ ೈ͐˛̾סුՏѓ૤ਆ૑Ⴑ఼੝Ⴤʡʨཥປ႓୩ᚊ ᖠڟࠂՀฉФʭሕĄ֏˛ʙሕސ૤ਆ˚ϣؒѿڟʡ ʨཥປટ๾ˎѰڱϵ૑Ⴑ఼੝ʰڟ࣯୴ĞSimpson & Lenoir, 2003ğĂͪʹ֍ሕސ૤ਆ৞ڪ๾Ⴤཽᇅձ ๾஢ᕑ˛਽ѳ૑Ⴑ఼੝ˎѰڱဇ˴ͧʡʨཥປ႓୩ ̟ र ڟ ೈ ݟ Ф Ѥ ࣯ ѿ ĞLin & Chang Ă 1996, 2002ğĄਸ਼Ъ˞ʹĂծԠФደ௚ࠂՀ̾סුڟ̟В ૤ਆʡʨཥປ႓୩˛وਜ਼਋ማझ΢Ⴤ஑ʙሣʡࢷ૑ Ⴑ఼੝ڟᘰᒒؒĄ

(3)ࠂՀڱϵ BSPăABI/INFOăPsycINFOă˛ർΕ੽ ೈ͐ባ̜ষ̕൉ཥटࣲ˛̾emotional labor Ⴤ self-monitoring ෌ї๪౶Ąൖَവ୪Ăϵ૤ਆ૑Ⴑ఼੝ ჄьӨၿૡ˞ᘰ۽ڟೈ͐ባ̜˛Ăख़̅ьӨၿૡჄ ֏͂ᝐ෶˞κˣѰ΢झَڟࠂՀࡎФʭሕĞLin & Chen, 1997ćAbraham, 1998; Wharton, 1993ğĄѮ

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௻ʭሕ߱ސ૤ਆьӨၿૡჄ૑Ⴑ఼੝˞κˣѰ΢ဇ ػࢷˎˎѰے୪Ⴤ̖୩̆ᐖĞˎѰၖ๎ݙă૑Ⴑ৉ ႑ğ˞ྱഁझَĂծΐख़̅ˎѰ५ؒჄьӨၿૡ˞ κˣѰ΢झَސҏ৖ྱഁ૑Ⴑ఼੝˞ᚊᖠĄ

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Ҕנঝ҅୩଀૲ά܉ψᕛػٍҔ˃ደ̖୩ՁĂߏ੽γͮដ˃ደ̖୩ደిˁĄࠂՀሒ౜෱˛ϵˎѰ૑ႱăˎѰࡾ ݧă̅ഒझᄴዲ൉ᚊᖠĄደ௚ባ̜ೆവےػ˛ർ̖୩ደ͐ăΏˀ̖୩ደࠂՀă଀ՉჄ̖୩ࠂՀ൉൉Ą

Tsung-Yu Wu is an assistant professor of Department of Psychology, Soochow University. He received his PhD in psychology from National Taiwan University. His primary interests include work emotion, burnout, and ineffective leadership. His recent papers were published in Chinese Journal of Psychology, Indigenous Psychological Research in Chinese Societies, and Journal of Education & Psychology.

ኒѲᐈ଀૲ά܉ψ଀ػ੽γͮដ˃ደ̖୩ደՁဲࠂՀؚĂ࢙Ձ̺ψჄؚ۝Ăߏ੽γͮដ˃ደ̖୩ደࠂՀؚిˁĄ ࠂՀ̺ᖠ෱˛ϵᄴዲă஢ᕑჯϣă஢ᕑ؛᎛ăό๾̜˽ă̅ർʡ̜˽ᅋࢄჄ႓୩Ąደ௚ባ̜ʤȈ኷ሕവےػ੽˱ ʹϨ˛ă࠼̜ೈ͐ʹĂͪФࠂਆ๼ባ̜ʙл኷ሕăટൿʞ͋Ă֏ࠂՀЙَλᑕુϻ෶ደ௚ൿѰᇩĄ

Bor-Shiuan Cheng is a professor and chairman of Department and Graduate Institute of Psychology at National Taiwan University, where he received his PhD. His primary research interests include leadership, organizational identification, commitment, and organizational culture in Chinese organizations. He has published in journals such as Organizational Science, Journal of International Business Studies, Personnel Psychology, Journal of Cross-Culture Psychology, and Indigenous Psychological Research in Chinese Societies.

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The Relationships Among Frequency of Encountering

Difficult Customers, Perceived Service Training Utility,

Emotional Labor, and Emotional Exhaustion ---- The

Viewpoint of “Conservation of Resources Theory”

Tsung-Yu Wu

Soochow University

Bor-Shiuan Cheng

National Taiwan University

Paper No: 2241

Received July 26,2004 → First Revised March 2,2006 → Second Revised July 14,2006 → Accepted August 4,2006 The study explored the relationships among emotional labor, frequency of encountering difficult customers, perceived service training utility, self-monitoring, and emotional exhaustion. Based on the viewpoint of “conservation of resources theory” (COR), we hypothesized that frequency of encountering difficult customers and perceived service training utility will predict emotional labor, and will furthur predict emotional exhaustion through the mediating process of emotional labor. Besides, self-monitoring (“sensitivity to expressive behavior of others” and “ability to modify self-presentation”) will moderate the relationship between frequency of encountering difficult customers and emotional exhaustion such that the relationship will be more strongly positive when for employees have lower self-monitoring tendency.

We conducted a questionnaire survey in an international commercial bank in Taiwan and distributed 293 questionnaires to the frontline workers. Two hundred and eighty workers from the bank participated in the study. The return rate was 95.6%. After excluding 2 invalid questionnaires, we had complete data for 278 workers. To develop emotional labor scale, we first collected emotional labor events by critical incident questionnaires and observation. Then, we generated emotional labor items based on 183 events. Finally, we selected 18 items to form the emotional labor scale by factor analysis.

The results showed that: (1) frequency of encountering difficult customers significantly and positively predicted emotional labor; (2)perceived service training utility significantly and negatively predicted emotional labor; (3) emotional labor significantly predicted emotional exhaustion; (4) emotional labor had “complete mediating effect” on the relationship between frequency of encountering difficult customers and emotional exhaustion, and had “partial mediating effect” on the relationship between perceived service training utility and emotional exhaustion; (5) ability to modify self-presentation (one part of self-monitoring) moderated the relationship between frequency of encountering difficult customers and emotional labor, but the moderating pattern was not as expected. The ability to modify self-presentation and emotional labor were more strongly positively related for employees with high self-monitoring tendency than for employees with low self-monitoring tendency. The results fit with the prediction of “conservation of resources theory”. The implications for practices, limitations, and futhur research directions will be discussed in the end.

Key words: emotional labor, emotional exhaustion, self-monitoring, conservation of resources theory2

Tsung-Yu Wu is an assistant professor of Department of Psychology, Soochow University, 70, Linxi Rd., Shilin, Taipei, Taiwan 111, R.O.C., Tel: 886-2-28819471 ext. 6918, Fax: 886-2-28810379, E-mail: wu5815@ms15.hinet.net.

Bor-Shiuan Cheng is a professor and chairman of Department and Graduate Institute of Psychology, National Taiwan University, Tel: 886-2-23641841, Fax: 886-2-23659798, E-mail: chengbor@ntu.edu.tw.

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