員工協助方案(Employee Assistance Program, EAP)是美國各大企業所必備的福利之ㄧ。起源於1930年代的職場戒酒方案，轉變為多功能的個人諮商服務，EAP在本質上已經有了相當大的改變。然而外國學者對EAP的研究，卻一直著重於EAP的治療效果，或是它的投資報酬率，而沒有真正從福利的觀點，來探討EAP對員工組織行為所可能造成的影響。因此，本研究以EAP的使用狀況及瞭解程度作為自變數，並以福利滿意度及知覺組織支持作為中介，試圖檢驗EAP是否能對員工的情感性、持續性及規範性組織承諾產生影響。

經過公開資料的調查後，本研究針對公司有實施EAP的員工發出350份問卷，回收有效問卷103份，有效問卷回收率為29.42%。進行路徑分析後，我們的研究結果發現，透過福利滿意度的部份中介及知覺組織支持的完全中介，EAP對情感性及規範性承諾有正向影響，對持續性承諾則有負向影響。除此之外，EAP了解程度的影響效果比EAP使用狀況來得強，福利水準滿意度的影響效果則不及福利系統滿意度。這代表EAP確實是一項能影響員工組織行為、值得推廣的福利，而且EAP的宣傳是否能讓員工感受到雇主的用心，遠比實際使用EAP的狀況重要。最後，福利水準與系統滿意度的差異則顯示，雇主與其費盡心思想要給員工更多的福利，還不如就原有的福利系統進行強化，增強福利系統的效率及彈性，反而更能讓員工感受到公司的用心。

Employee assistance program (EAP) is a counseling benefit that claims to address any personal concerns and improve workplace productivity. Starting with alcoholism and substance abuse issues, past studies always put their emphasis on the effectiveness of healing or the financial returns, not considering the impact on employee behavior. We tried to take a different point of view on EAP, examined the linkage between EAP and organizational commitment, using benefit satisfaction and perceived organizational support as intermediate variables, to see if EAP has more effects than curing.

Using survey data from 103 employees, a series of path analyses supported a mediated model in which EAP usage and EAP knowledge both exert indirect effects on affective, continuance and normative commitment, while all of these effects are totally mediated by perceived organizational support and some are partially mediated by benefit system satisfaction. Our findings suggest that EAP is a good benefit that not only deals with personal problems but also helps remaining talented employee. The differences between EAP usage and EAP knowledge benefit shows that maybe what employees really care is the feeling that their company cares about them, not financial gains from benefits.

第一章 緒論
第一節 研究動機................................................1
第二節 研究目的................................................3
第三節 研究流程................................................4

第二章 文獻探討
第一節 員工協助方案............................................5
第二節 福利滿意度.............................................13
第三節 知覺組織支持...........................................19
第四節 組織承諾...............................................23
第五節 員工協助方案、組織承諾及其他變數之間的關係.............27

第三章 研究方法
第一節 研究架構...............................................35
第二節 研究變項及測量方式.....................................37
第三節 研究對象...............................................40
第四節 資料分析方法...........................................43

第四章 研究分析
第一節 量表因素及信度分析.....................................45
第二節 樣本關聯性檢定.........................................51
第三節 變異數分析.............................................54
第四節 路徑分析...............................................58
第五節 研究結果...............................................61
第六節 研究討論...............................................67

第五章 結論與建議
第一節 企業實務建議...........................................71
第二節 未來研究建議...........................................73
第三節 研究限制...............................................74

參考文獻...........................................................75

附錄一 研究問卷...................................................85

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