情緒耗竭對離職意願之影響－以心理安全氣候為干擾變項

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Title:	情緒耗竭對離職意願之影響－以心理安全氣候為干擾變項
Authors:	吳淑娟
Contributors:	國際企管管理研究所碩士在職專班
Keywords:	情緒耗竭 emotional exhaustion 心理安全氣候 psychological safety climate 離職意願 turnover intention
Date:	2012
Issue Date:	2012-11-01 12:07:44 (UTC+8)
Abstract:	職場上約有75%~80%的人都有工作倦怠(Savicki, 2002)，而其中情緒耗竭會造成工作怠慢、生產力下降等負面影響，甚至引發員工的離職意願，對組織造成嚴重的傷害，因此管理員工的情緒耗竭具有相當重要的意涵。故本研究以情緒耗竭為自變項，心理安全氣候為干擾變項，離職意願為依變項。主要目的係探討情緒耗竭、心理安全氣候及離職意願間之關係。研究樣本以台北市及新北市金融服務業之第一線服務人員為對象，以驗證研究之假設。問卷內容包含自變項情緒耗竭、干擾變項心理安全氣候、依變項離職意願等題項。共發出500套問卷，回收422套問卷，其中無效問卷為54套，有效問卷為368套，有效問卷回收率為73.6﹪。問卷回收後，對資料進行敘述性統計分析、因素分析、效度分析、信度分析、相關分析、階層迴歸分析。研究結果顯示，情緒耗竭與離職意願呈現正向關係；心理安全氣候對情緒耗竭與離職意願具有干擾效果。此結果將有助於管理者了解情緒耗竭、心理安全氣候對離職意願的影響，並提供有效的管理建議，協助組織員工降低因情緒耗竭引發的離職意願。 In the workplace, about 75% to 80% employee have job burnout problem (Savicki 2002). Emotional exhaustion would cause negative impacts such as neglect of work, decreased productivity, and even lead to their turnover intention and brought serious destruction to organization. As a result, the management of employees’ emotional exhaustion has a significant implication. In this study, we use emotional exhaustion as independent variable, psychological safety climate as an intervening variable and the turnover intention as the dependent variable. The main purpose of this research is to identify the relationship among emotional exhaustion, psychological safety climate and turnover intention. The research samples base on the first-line of financial service personnel in Taipei City and New Taipei City, to justify the hypothesis among above variables. The questionnaire contains independent variable emotional exhaustion, intervening variable psychological safety climate and dependent variable turnover intention. A total of 500 questionnaires were distributed and 422 sets of questionnaires were returned, including ineffective questionnaires 54 sets. The effective questionnaires are 368 sets and the effective returns-ration is 73.6%. Hence, data from the effective questionnaires were being analyzed by descriptive statistics analysis, factor analysis, validity analysis, correlation analysis, hierarchical regression analysis. The result of this research indicates emotional exhaustion is positive related to turnover intention; psychological safety climate has an intervening effect to emotional exhaustion and turnover intention. The result will help managers realize the influence of emotional exhaustion and psychological safety climate on turnover intention, and therefore apply provide effective management recommendations in order to reduce employee turnover intention caused by emotional exhaustion in organization.
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