技術變遷與人際接觸對資訊人員職業焦崩之影響研究

The Effect of Technology Change and Interpersonal Interaction on Burnout in Information Systems Professionals

蘇守謙(Shou-Chien Su) ； 范錚強(Cheng-Kiang Farn)

《Asia Pacific Management Review》 5卷3期 (2000/09) Pp. 299-314

https://doi.org/10.6126/APMR.2000.5.3.04

摘要

資訊人員面對技術變遷快速的挑戰，以及與日俱增專業服務人際能力的要求，造成「職業焦崩」現象日益突顯。其兼具科技產業和服務業雙重特質的獨特要求，在一般專業領域中並不多見，然而相關研究卻極少探討。因此本研究乃針對資訊服務業的兩項重要工作特質－「技術變遷」與「人際接觸」，和資訊人員的兩項重要人格特質－「成長需求」與「社會需求」，探討其個別和彼此互動關係，對職業焦崩三個構面所造成的影響。研究以問卷方式進行，以MBI量表對三家資訊廠商九類資訊專業服務人員進行調查，回收有效問卷568份。利用ANOVA進行資料分析與假說的驗證，分析結果得到主要結論如下：1.技術變遷、人際接觸、成長需求、社會需求，均和情緒耗竭、乏人性化，以及個人成就感低落等三個職業焦崩構面有顯著關係。2.成長需求對技術變遷影響情緒耗竭的關係具有顯著的調節效果，但對乏人性化和個人成就感低落的調節關係則不顯著。3.社會需求對人際關係接觸影響情緒耗竭和乏人性化的關係具有顯著的調節結果，但對個人成就感低落的調節關係則不顯著。藉由上述四個自變數對職業焦崩各構面影響關係的了解，可供管理者參考，在工作設計與職務安排下，對應組織成員的特質，做更適當的組合。

關鍵字

資訊人員 ； 職業焦崩 ； 技術變遷 ； 人際接觸 ； 成長需求 ； 社會需求

並列摘要

To cope with the fast changing technology and increasing demand of interpersonal skills, IS (Information Systems) professionals have pervasively suffered from burnout. Previous works focused more on the burnout issues of social workers, teachers, polices, and so on, little effort was put on understanding the unique attributes of IS professionals, and their interaction with burnout. This study examines two major antecedents of burnout among IS professionals, fast technology change and interpersonal interaction, and each of it's moderating effect with growth needs and social needs in pair. MBI is used to measure burnout in 568 IS professionals, and ANOVA is used for data analysis. The results shown that: 1. Fast technology change, interpersonal interaction, growth needs, and social needs all had significant influence on emotional exhaustion, depersonalization, and diminished personal accomplishment. 2. Growth needs had significant moderating effect on fast technology change to emotional exhaustion, while it's moderating effect on depersonalization and diminished personal accomplishment were not significant. 3. Social needs had significant moderating effect on interpersonal interaction to emotional exhaustion and depersonalization, while it's moderating effect on diminished personal accomplishment were not found. In addition, managerial implications of these findings and further research direction are offered as a conclusion.

並列關鍵字

Professional Burnout ； Burnout Phase ； MBI ； Technology Change ； Interpersonal Interaction ； Growth Needs ； Social Needs

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