社會支持、工作壓力與情緒智力對離職意圖之影響研究

A Study on the Effects of Social Support, Job Stress, and Emotional Intelligence on Resignation Intentions

陳欽雨(Chin-Yeu Chen) ； 呂博裕(Bor-Yuh Leu) ； 莊雅晴(Ya-Ching Chuang)

《管理實務與理論研究》 9卷2期 (2015/06) Pp. 57-80

https://doi.org/10.29916/JMPP.201506_9(2).0004

摘要

本研究在探討金融業員工的社會支持、情緒智力、工作壓力與離職意圖之關連影響關係。近年來，金融業為擴大營運範圍，通常會利用銀行、證券、保險及理財投信等相互支援行銷，員工在面臨工作負荷及壓力增加的情況下，常引發離職念頭。但若員工可獲得主管、同事或家人的支持與鼓勵，以及強化個人的情緒控管，即可減少工作壓力的產生，進而降低離職意圖。本研究採用網路問卷調查方式，以金融業員工為研究對象，驗證社會支持、工作壓力與離職意圖間之影響關係，並分析情緒智力對於工作壓力與離職意圖間關係的調節效果。假說檢定結果發現：社會支持對工作壓力及離職意圖具有顯著負向影響；但工作壓力對離職意圖則具有顯著正向影響；另，工作壓力在社會支持對與離職意圖間影響關係具有部份中介效果；且情緒智力對於工作壓力與離職意圖間影響具有顯著調節效果。根據研究結果，提出管理意涵及如何降低員工離職率之實務和後續研究建議。

關鍵字

社會支持 ； 工作壓力 ； 情緒智力 ； 離職意圖

並列摘要

The study explores the relationships among social support, emotional intelligence, job stress, and resignation intentions for the employees in financial banking industry. Recently, due to enlarging operations scope and increasing job duties, the employees in financial banking industry face tremendous work loading and job stress arising in resignation intentions. However, if employees can obtain substantial supports and encouragement from supervisor, colleague, or family, and they can strengthen their emotional control to alleviate job stress, their resignation intentions will be alleviated effectively. The study conducts a questionnaire survey on web, and applies the hypothesis testing to verify the effects of social support, job stress, and emotional intelligence on resignation intentions. The results reveal that employee's social support has negative effects on job stress and resignation intentions, but employee's job stress can positively affect their resignation intentions. Besides, there is partial mediating effect of job stress between social support and resignation intentions, and the moderating effect of employee's emotional intelligence is statistically significant. Based on the results, the study discusses the managerial implications and proposes some suggestions for reducing resignation rate and doing further research.

並列關鍵字

social support ； job stress ； emotional intelligence ； resignation intentions

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