資訊人員的工作要求、工作資源與工作耗竭之關聯--知覺社會支持的調節效果

Abstract

今日企業在面臨全球化的競爭下，資訊科技扮演著重要關鍵，然而資訊人才的需求卻遠大於供給，組織除有效招募新進人員外，如何避免優秀人才流失，一直為研究的重要議題。過去研究表示工作壓力將產生工作耗竭，並引起情感疏離、缺乏個人成就感，將導致員工降低工作投入與曠離職等負面影響。是故，組織應於工作耗竭產生前，了解其原因並採取策略加以回應。本研究擬以資訊人員作為研究對象，採用工作要求-資源模型評估影響工作耗竭之工作特徵，試圖將社會支持作為調節因子，並區分組織支持、主管支持、同儕支持，觀察其緩衝與補償效果。研究結果發生：(1)資訊人員以工作壓力影響工作耗竭最為嚴重；(2)資訊人員在工作壓力對於工作耗竭間的影響，可藉由同儕支持得以緩衝；(3)資訊人員在情緒要求對於工作耗竭間的影響，可藉由主管支持得以緩衝；(4)資訊人員在自主性對於工作耗竭間的影響，可藉由組織支持得以強化。

Encountering the competition due to globalization, information technology has played a more and more critical role for corporate nowadays. Yet, the supply of IT engineers is indeed far less than the demand. Other than increasing the effectiveness of recruitment, it has been a significant topic of research to find out how to avoid the loss of talented staff. Past studies have proved that stress at work will generate exhaustion and may cause depersonalization and diminish personal accomplishment of employees. In addition, it may also lead to other negative impacts, including declining devotion to work, absenteeism, resignation, etc. Therefore, it is the responsibility of management to recognize the root cause and take action before exhaustion occurs. The objective of this research will be to construct a job requirement – resource model to identify the characteristics of jobs that may result in burnout. We will use social support as the moderating factor for this study and try to distinguish different types of support from organization, supervisor and co-worker to observe the corresponding buffering and compensation effect. The research discovered: (1) The work pressure is the most serious effect on job burnout. (2) The impact on the job exhaustion in the work pressure can be buffered by co-worker support. (3) The impact on the job exhaustion in the emotional demands can be buffered by supervisor support. (4) The impact on the job exhaustion in the job resource can be moderated by organizational support.