論文摘要
論文名稱：領導方式、角色壓力及社會支持與百貨公司專櫃人員工作倦怠關係之研究
院校系所：國立中山大學人力資源管理研究所碩士在職專班
畢業時間及提要別：八十九年度第二學期碩士學位論文摘要
研究生：徐嘉宏（Chia-Hung Hsu） 指導教授：溫金豐（Jin-Feng Uen）

論文提要：

台灣因著社會型態不斷地演進，產業結構亦隨之不斷地改變。由早期以農業及工業社會為主的產業結構，逐漸改變為以服務業為主的現今社會型態。在服務業中係以百貨公司為最具代表性的行業，而負責百貨公司與顧客面對面銷售及服務的專櫃人員，在上班時間以晚上及假日為其大部份的工作時段，以及工作時必須長時間的站立，所以，百貨公司的專櫃人員在心理和生理上所造成的壓力，容易產生工作倦怠的情形。再者，專櫃人員並非百貨公司直接聘雇的員工，而是由設櫃廠商所雇用的，因此，百貨公司無法以激勵自營人員的方法來激勵專櫃人員，但是專櫃人員對於百貨公司的業績及服務品質，卻有著直接的影響。故此，對於專櫃人員的管理方式及策略，實為百貨公司人力資源部門主管的重要課題。

本研究係以百貨公司的專櫃人員為研究對象，探討造成工作倦怠的原因，並進一步以工作倦怠為中介變項，探討工作倦怠在領導方式、角色壓力、社會支持與離職意願、業績表現及服務態度關係中之中介效果，以及領導方式、角色壓力及社會支持彼此之間的交互作用對工作倦怠的影響。

經由實證分析，本研究之主要發現如下：
1.百貨公司專櫃人員對強調標的之領導方式感受程度最高。
2.百貨公司專櫃人員面臨角色壓力的情形，以角色過度負荷的感受最為嚴重。
3.百貨公司專櫃人員在社會支持上，以同事支持所得到的協助最高。
4.百貨公司專櫃人員所感受到工作倦怠的程度，以情緒耗竭的現象最為嚴重。
5.百貨公司專櫃人員的領導方式與工作倦怠呈顯著負相關。領導方式中的強調標的對無人情味有負向顯著影響；領導方式中的促進互動對降低個人成就感有正向顯著影響。
6.百貨公司專櫃人員的角色壓力與工作倦怠呈顯著正相關。角色壓力之角色過度負荷對工作倦怠之情緒耗竭有正向顯著影響，對降低個人成就感有負向顯著影響；角色壓力中的角色模糊及角色衝突對工作倦怠有正向顯著影響。
7.社會支持與工作倦怠呈顯著相關。社會支持之同事支持對工作倦怠有負向顯著影響；社會支持之家人支持對工作倦怠之無人情味及降低個人成就感有負向顯著影響。
8.工作倦怠與離職意願呈顯著正相關。工作倦怠之情緒耗竭對離職意願有正向顯著影響。
9.工作倦怠之情緒耗竭及降低個人成就感與業績表現呈顯著負相關。工作倦怠之無人情味對業績表現有正向顯著影響，工作倦怠之降低個人成就感對業績表現有負向顯著影響。
10.工作倦怠與服務態度呈顯著負相關。工作倦怠之無人情味及降低個人成就感對服務態度有負向顯著影響。
11.領導方式會透過工作倦怠的中介作用而影響離職意願；角色壓力會透過工作倦怠的中介作用而影響離職意願及服務態度。
12.領導方式、角色壓力及社會支持之交互作用對工作倦怠呈顯著影響。


關鍵詞：領導方式、角色壓力、社會支持、百貨公司、專櫃人員、工作倦怠

Abstract
Coming with evolution of social structure, the industrial structure has been changed continually. From earliest agriculture and industrial society. Taiwan has gradually moved into modern society–service society. Within service society, department store is the most typical business. For the clerks of department store the most significant job is providing face-to-face service to customers. The working hours for the clerks are mainly concentrate on vacation and nighttime combined with long period standing. Hence the influential of physical and psychological stress will cause job burnout. Precisely, clerks are not directly employed by the department store, even they affect the sales and quality of department store nevertheless the department store could not implement the same motivation on clerks as they were hired by boutique. Managerial methods and strategies have become the critical topic for human resource mangers.

This study focus on the source of job burnout, the clerk is the main component, job burnout is the media variance, using those factors to discuss the mediating effect among leadership, role stress, social support, turnover intention, sales performance and sales attitude to the job burnout.

The consequence indicated that:
1.The clerks gained highest degree in the leadership of goal achievement.
2.With role stress, the role overloads that affect clerks is more seriously.
3.With social support, the colleagues supporting provide the highest support.
4.With job burnout, the exhaustion that affects clerks is more thoughtfully.
5.A negative correlation was identified between leadership and job burnout.
Along the leadership, it emphasizes the goal and depersonalization has negative interaction but the interactive to the diminished personal accomplishment among leadership result positive effect.
6.The positive correlation was identified between role stress and job burnout of clerks. Once the role overloads of the role stress occur, the positive effect of exhaustion may take place and the negative effect may diminish personal accomplishment.
Further the role ambiguity and role conflict of role stress may show the positive correlation.
7.A notable correlation was identified between social support and job burnout. The workman support of social support may have negative correlation on job burnout. Moreover, a negative correlation was identified between family supports of depersonalization and diminishes personal accomplishment.
8.A predictable correlation was identified between job burnout and turnover intention. The job burnout and turnover has positive correlation.
9.A diligent positive correlation was identified between job burnout and turnover intention. The exhaustion of job burnout and turnover intention has positive effect.
10.A significant correlation was identified between exhaustion of job burnout and diminishes personal accomplishment. Exhaustion of job burnout to the sales performance has positive effect, in addition diminish personal accomplishment of job burnout has positive effect to the sales performance.
11.A notable negative correlation was associated with job burnout and service attitude. Depersonalization of job burnout and diminished personal accomplishment creates negative effect.
12.In mediating effect, the leadership will affect the turnover intention by job burnout; the role stress will cause turnover intention and service attitude by job burnout.
13.The interaction among leadership, role stress and social support will influence job burnout precisely.


KEY WORDS: Leadership, Role Stress, Social Support, Department Store, and Clerk of Boutique, Job Burnout

目 錄
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
笫三節 研究流程 5

第二章 文獻探討 6
第一節 工作倦怠 6
第二節 領導理論 10
第三節 角色壓力 18
第四節 社會支持 21
第五節 工作倦怠對百貨公司專櫃人員的影響 25

第三章 研究方法 27
第一節 本研究之觀念性架構 27
第二節 研究變項操作型定義與衡量 28
第三節 分析性研究架構與研究假設 38
第四節 資料蒐集方法與樣本特性分析 42
第五節 資料處理與分析方法 46
第六節 研究限制 48

第四章 實證分析與討論 49
第一節 各研究變項特性分析 49
第二節 個人特徵在各變項上之差異性統計分析 52
第三節 研究變項間相關性分析 62
第四節 各研究變項之影響性分析與探討 65
第五節 工作倦怠之中介效果分析與探討 69
第六節 領導方式、角色壓力及社會支持對工作倦怠之交互作用分析與探討 74

第五章 結論與建議 101
第一節 結論 101
第二節 建議 109

參考文獻 112

附錄 研究問卷 120

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