高度競爭的社會中，職場上沉重工作壓力所造成的問題日漸嚴重，而受到實務與學術界的重視。基於先前研究中對於工作壓力導致工作成效或績效的研究結論之分歧，本研究採用學者主張工作壓力依其性質特性，區分為挑戰性壓力(為達到學習與成就所必須克服的障礙)與障礙性壓力(個人成長與目標達成所不必要的阻礙)二構面的觀點，探討工作壓力對個人工作倦怠與情感承諾的影響，以釐清過去以單一構面工作壓力觀點在研究結論上可能造成的缺失。
在工作壓力與張力、工作成效的關係中，存在著環境與個人的調節因素，而這些調節因素可能以許多不同的形式，在個人對應壓力導致張力的影響中，產生舒緩或惡化的作用，因此探討環境或個人因素在工作壓力、張力與工作成效關係間可能的調節作用，無論在實務上或學術上均具有重要的意涵，而成為最近工作壓力研究一項重要的趨勢，愈來愈多有關職業壓力的研究，開始關注壓力與調節變數交互作用的影響。工作控制(環境特性)與自我效能(個人特性)為先前工作壓力研究強調的重要調節變數，工作控制潛在具有舒緩工作需求壓力導致工作張力的調節作用，而自我效能則影響著個人對於能否有效運用工作控制的信念，而產生聯合調節的作用，影響著工作壓力與張力、工作成效間的關係。
本研究以435位海關職員為研究對象，為降低共同方法變異的可能影響，採二波段的研究設計，以6個月的間隔期間進行資料收集，探討挑戰性-障礙性壓力對工作者之工作倦怠與情感承諾的影響，以及工作控制與自我效能在此關係間潛在的聯合調節作用。研究結果發現：首先，挑戰性壓力對情緒耗竭具有顯著的正向影響，對譏誚嘲諷與情感承諾則不具顯著影響。障礙性壓力對情感承諾具顯著負向的影響，對工作倦怠不具顯著的影響。其次，工作控制在挑戰性壓力對譏誚嘲諷、情感承諾的影響間具有調節作用。最後，工作控制與自我效能在挑戰性壓力對工作倦怠的影響間，具有聯合調節的作用。

The stress-strain relationship has been the mainstream of the occupational stress research. The stressor-strain relationship is the very definition of occupational stress; stress in the work environment cause individual strain (e.g., anxiety, depression, and burnout). According to recent research, people tend to appraise stress as potentially promoting their personal growth and achievement (i.e., challenge stress) should be distinguished the stress from people tend to appraise stress as potentially constraining their personal development and work-related accomplishment (i.e., hindrance stress). These two types of stress are differentially associated with affective and behavioral responses. Moreover, the scholars argued that the next step for work stress research should move to investigating variables that moderate the stress, strain, and work outcomes relationship.
Literature reviews show that numerous researches argued that job control is an important environmental moderator that has received special attention in the occupational stress literature. However, the moderating effects are much more inconsistent. As scholars suggested self-efficacy is a theoretically important attribute of individuals in job strain that is believed to have a stress-buffer effect of job control on psychological well-being. In other words, self-efficacy may have the conjunctive moderating effect with control on the relationship between stress, strain, and outcomes. The present research aims to study the relationship between challenge-hindrance stress, burnout and affective commitment, and the role of environment- and individual-related resources (i.e., job control, self-efficacy as possible conjunctive moderating factors between stress and its effects on burnout and affective commitment).
The participants of this study were 435 governmental employees of the Customs Office. The data were collected as a two-wave study with a six-month time lag in order to diminish the effects of common method variance. The results demonstrated as follows:
1. Challenge stress is positively associated with emotional exhaustion, and does not significantly associate with cynicism and affective commitment. Hindrance stress is negatively associated with affective commitment, and does not significantly associate with burnout.
2. Job control has the moderating effect on the relationship between challenge stress, cynicism, and affective commitment.
3. Job control and self-efficacy played as the conjunctive moderators on the relationship between challenge stress and burnout.

目 錄

第一章 緒論--------------------------------------------------------------------------------- 1
第一節 研究動機------------------------------------------------ 1
第二節 研究目的------------------------------------------------ 3
第二章 文獻探討------------------------------------------------ 5
第一節 挑戰性-障礙性工作壓力--------------------------------- 5
第二節 工作控制------------------------------------------------ 8
第三節 自我效能------------------------------------------------ 10
第四節 情感承諾------------------------------------------------ 12
第五節 工作倦怠------------------------------------------------ 14
第六節 研究變數間的關係與相關研究結果----------------------- 16
第三章 研究方法------------------------------------------------- 35
第一節 研究設計與研究對象------------------------------------- 35
第二節 操作定義與衡量工具------------------------------------- 37
第四章 實證研究分析與結果----------------------------------- 42
第一節 相關分析與結果----------------------------------------- 43
第二節 層級迴歸分析與結果------------------------------------- 45
第五章 研究結論與建議----------------------------------------- 72
第一節 研究結論------------------------------------------------ 72
第二節 研究建議------------------------------------------------ 76
第三節 研究限制與後續究研建議-------------------------------- 78
參考文獻---------------------------------------------------------- 80
附錄 研究問卷-------------------------------------------------- 94

一、中文部分
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