依據行政院國家發展委員會的調查報告，自民國70年代中期起，服務業隨國民生活水準提高而蓬勃發展，至民國105年服務業占GDP比重已達63.15%，佔總就業人數比重達59.17%，由此顯示服務業已經成為我國經濟活動之主體，為創造就業主要來源。零售連鎖企業也是服務業重要的企業之一，也佔有重要的地位。然而較少研究去探討零售服務企業第一線接觸員工角色衝突、工作壓力的情況。在工商業發達的社會中，一般企業員工在公司工作服務，因公司企業講求效率、迅速完成工作任務，此時對員工而言就可能會有角色衝突的問題產生，有時員工工作因為時間太少或是工作任務太多，一時無法完成工作任務而形成過高的角色衝突。零售服務企業接觸員工工作上的角色衝突過高，員工可能無法完成企業交付的任務，亦可能會引起企業員工的工作壓力。因此本研究以零售服務業第一線接觸員工為主要的調查研究對象，探討企業員工的角色衝突與工作壓力之關係。企業應該控制調適員工的角色衝突避免過高，形成員工過大工作壓力，使員工能順利完成企業交付的任務，有效率完成工作目標是很重要。因此員工的角色衝突與工作壓力應該值得去探討研究。本研究目的係探討零售服務業接觸員工角色衝突與工作壓力之關係，並且更進一步檢視社會支持對於角色衝突與工作壓力之間的關係的干擾效果。本研究以某大學附設專科進修學校學生且有職業的員工，發出260份問卷，有效問卷224份做為研究樣本，並以階層迴歸進行假設檢定。本研究結果發現，零售服務業接觸員工的角色衝突與工作壓力有顯著正相關，此外，零售服務業接觸員工的社會支持會弱化角色衝突與工作壓力間之關係。
According to an investigative report by the National Development Council (Executive Yuan, ROC), Taiwan’s service industry has thrived as domestic living standards since the mid-1980s. By 2016, the service sector accounted for up to 63.15% of Taiwan’s GDP and 59.17% of total employment. These numbers show that the service industry has become Taiwan’s main economic activity and its major source of job creation. Retail chains are a crucial business and play a major role in the service industry. However, few studies have explored role conflict and job stress of front-line employees in the retail service sector. In an industrially and commercially developed society, employees often encounter role overload when working and providing services within a company while trying to meet efficiency requirements and project deadlines. Sometimes employees are bound by tight schedules or buried in work projects and are unable to meet certain deadlines. This can cause role conflict. Excessive role conflict in retail service businesses may result in front-line workers being unable to complete tasks assigned by the company, resulting in job stress for employees. Therefore, this study primarily focuses on front-line employees in the retail service sector to investigate the relationship between role conflict and job stress. It is in corporations’ interest to control and adjust employee workloads to prevent overload from causing extreme job stress, so that employees can successfully complete tasks assigned by the company, while at the same time it is important for employees to accomplish work objectives efficiently. Because of this, the impact of role conflict on job stress must be investigated. The objectives of this study are to investigate the relationship between role conflict and job stress in front-line workers in the retail service industry and to assess whether social support has a moderating effect on this particular relationship. In this study, 260 questionnaires were distributed toward workers who are also studying in a university’s extension program. A total of 224 valid questionnaires were used as research samples and hierarchical regression was adopted to test the hypothesis. The results indicate a significant positive correlation between role conflict and job stress in front-line employees in the retail service industry. Moreover, social support of front-line employees in retail service weakens the relationship between role conflict and job stress.
