嚴重急性呼吸道症候群(SARS)突然在亞洲地區爆發流行，且一發不可收拾，在台灣更是造成院內交互感染，奪走多條醫護人員的生命，不僅造成台灣地區人民的恐慌，而身為醫療前線的醫護人員還因此而有逃避畏戰、集體離職之情事。SARS考驗的是每個個人、醫院、地區國家，不同組織行政的領導與危機處理，這時的醫院組織是否提供了醫護人員足夠的奧援、心理支持、與安全的工作環境? 醫護人員對於醫院的支持程度的知覺，是否與其工作態度以及照顧SARS病患之意願有關聯? 所以，本研究希望能找出SARS期間麻醉科醫護人員的工作壓力及知覺組織支持影響其工作態度、照顧意願的關連性，並作為以後醫療機構在管理上以及因應類似的危機處理上之參考。
本研究以皮爾森相關係數、獨立t檢定、單因子變異數分析、因素分析及逐步迴歸等研究方法，探討不同個人特徵的醫護人員工作態度之差異，及工作壓力、支持系統對工作態度的影響。研究結果發現，不同個人特徵的醫護人員其組織承諾、專業承諾與照顧意願有顯著差異；工作壓力與其組織承諾、專業承諾與照顧意願有顯著負相關，支持系統包括知覺組織支持與社會支持，均與其工作態度有顯著正相關；其中，知覺組織支持所包括的構面為安全、親密、公平及尊重支持，其分別對組織承諾、專業承諾及照顧意願的影響各異。
本研究對SARS期間影響麻醉科醫護人員的工作態度及照顧意願的影響因素歸納出下列幾項結論：
1.不同個人特徵的醫護人員，其組織承諾、專業承諾及照顧意願有顯著差異，醫院管理者應就不同員工的特性，採用不同的人力資源管理策略。
2.SARS期間麻醉科醫護人員的知覺組織支持包括安全支持、親密支持、公平支持、尊重支持四個構面，此四個構面對其工作態度皆有不同程度的影響，對組織承諾而言，以安全支持最為重要，其次為親密支持、公平支持與尊重支持。
3.若醫謢人員感受到組織給予其足夠的支持，其會回饋在其組織承諾與專業承諾上，所以要增加醫護人員的組織承諾與專業承諾，除了協助其降低工作壓力之外，更應給予其足夠的安全支持、親密支持、公平支持與尊重支持。
4.工作壓力會影響醫護人員的留職意願、留業傾向與照顧SARS病患意願，所以協助醫護人員降低對SARS的恐懼與不確定感、透過教育訓練增加對SARS的認識，使醫護人員能調適壓力，可減少醫謢人員的離職意願與轉業傾向，更可鼓勵醫護人員主動投入SARS病患醫療工作。

The outbreak of severe acute respiratory disease (SARS) in Taiwan on April, 2003 caused the life of Taiwanese out of order and panic. The health-care workers feel anxious and panic. The downside emotion even caused escape and mass resignations in hospitals.

SARS tested how good every individual and the leadership of every hospital, area, and nation can handle crisis. Can hospitals offer enough support and a safe working environment to their health-care workers? Does the working attitude and willing of the health-care workers relate to how much awareness of the support from the hospitals? The purpose of the research is to find out during SARS, the working stress for anesthetists, the relation of support from the hospitals and the working attitude and willing to take care of patients from the anesthetists. Hope this can be a reference to management level in medical care organization

The conclusion of this research:
1.The management level in hospitals should apply different HR strategies to different health-care workers as every health-care worker has different personality. The difference makes his commitment to organization, profession and willing to take care of patients different.
2.During SARS, the awareness from anesthetists to organization support includes four sides. They are safe support, emotional support, fair support and respect support. The four sides have different affects on anesthetists’ working attitude. To organization commitment, the most important is safe support and then …. Support, fair support and respect support.
3. If health-care workers can feel enough support from the organization, they will feedback their commitment to the organization and profession. Therefore, except giving the assistance to reduce working stress, the management level should provide enough safe support, emotional support, fair support and respect support.
4. Working stress affects health-care workers’ willing to stay on duty and take care of SARS patients. Therefore, to assist health-care workers in reducing fear and uncertainty of SARS, increasing the ability to adjust stress by training of SARS can reduce the intention of quit and job changing. The assistance can encourage the health-care workers to be more aggressive on taking care of SARS patients.

第一章 緒論
第一節 研究背景與動機．．．．．．．．．．．．．．3
第二節 研究目的．．．．．．．．．．．．．．．．．6
第二章 文獻探討
第一節 工作壓力之定義與相關研究．．．．．．．．．7
第二節 知覺組織支持之定義與相關研究．．． ．．．11
第三節 承諾之定義．．．．．．．．．．． ．．．． 20
第四節 組織承諾之定義與相關研究．．．．． ．．． 21
第五節 專業承諾之定義與相關研究．．．．．．．．．32
第三章 研究方法
第一節 研究架構．．．．．．．．．．．．．．．．．34
第二節 研究假設．．．．．．．．．．．．．．．．．35
第三節 研究設計．．．．．．．．．．．．．．．．．36
第四節 研究工具．．．．．．．．．．．．．．．．．39
第五節 分析方法．．．．．．．．．．．．．．．．．44
第六節因素分析與信效度分析．．．．．．．．．．． 45
第四章 研究結果
第一節 個人屬性在各研究變項上之差異．．．．．．．53
第二節 工作壓力、支持系統與工作態度等變項之相關分析．．66
第三節 探討工作壓力、支持系統對工作態度之影響．．．．．70
第五章 討論與建議
第一節 討論．．．．．．．．．．．．．．．．．．．． 76
第二節 驗證結果．．．．．．．．．．．．．．．．．．．．84
第三節 結論．．．．．．．．．．．．．．．．．．．．．．86
第四節 研究限制及建議．．．．．．．．．．．．．．．．．86
參考文獻．．．．．．．．．．．．．．．．．．．． ．．．87
附錄：研究問卷．．．．．．．．．．．．．．．．． ．．．96

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