從客服人員的角色壓力到情緒耗竭－人力資源投入系統知覺作為調節

Role Stress and Emotional Exhaustion among Customer Services: Moderating Effect of Perception of Human Resource Involvement System

邱漢誠(Han-Cheng Chiu) ； 蔣娉華(Pin-Hua Chiang)

《輔仁管理評論》 23卷2期 (2016/05) Pp. 61-87

摘要

本研究的目的旨在探討客服人員角色壓力對情緒耗竭的影響，並且從JD-R模式檢視人力資源投入系統知覺的調節效果。本研究針對企業客服人員為研究對象，區分兩個階段完成問卷蒐集，經過配對總共獲得226份有效問卷。研究結果顯示，在控制了性別、年齡、教育程度、現職年資、負向情感等變數之後，角色衝突與角色模糊對情緒耗竭具顯著正向影響。此外，人力資源投入系統知覺調節了角色衝突與情緒耗竭的關係，當客服人員知覺人力資源投入系統愈強烈時，角色衝突與情緒耗竭的關係就愈弱。但是，人力資源投入系統未能調節角色模糊與角色超載對情緒耗竭的關係。最後，根據研究結果，提出理論與實務意涵，並提出研究限制與建議未來研究方向。

關鍵字

角色壓力 ； 情緒耗竭 ； 人力資源投入系統

並列摘要

The purpose of the research is to discuss the influence of role stress on emotional exhaustion. It also examined the moderating effect of the perception of human resource involvement system (HRIS) based on JD-R model. A dyadic questionnaire survey was conducted on customer services, and 226 samples were collected. After controlling the effects of gender, age, education, tenure, negative affectivity of respondents, the results showed that role conflict and role ambiguity have positive effects on emotional exhaustion. Moreover, the perception of HRIS moderated the relationship of role conflict and emotional exhaustion. The results indicate when the perception of HRIS is greater, the relationship between role conflict and emotional exhaustion is weaker, but not the relationship between role ambiguity and role overload on emotional exhaustion. Finally, some implications for the theory and practice are proposed, and limitations and future research directions are suggested.

並列關鍵字

role stress ； emotional exhaustion ； human resource involvement system

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