公務人員情緒勒索知覺與離職傾向關聯之探索：工作壓力之干擾效果

The relationship between civil servant’ perception of emotional blackmail and their turnover intention: the moderating effect of job stress

周玉涵(Yu-Han Chou)

指導教授 ： 劉仲矩

國立臺北大學/商學院/企業管理學系/碩士(2013年)

摘要

隨著時代變遷，社會步調日益緊湊，使得現代人逐漸感受到來自於生活、職場之種種壓力，而不可避免的產生諸多情緒上的問題。近年來，在情緒管理的相關議題中，出現一個新名詞為「情緒勒索」(Emotional blackmail)，Forward提出情緒勒索是人際關係中宰制對方行動最有力的一種形式，週遭親朋好友會利用一些直接或間接的手段勒索我們達到他們想要的目的，如果我們不照他們要求去做就會有苦頭吃。
由於國內外探討公務人員職場情緒勒索的文章較少，因此本研究欲以公務人員情緒勒索為自變數，離職傾向為應變數，工作壓力為干擾因子，探討公務人員面對主管、同事及民眾等三種人際關係所造成的職場情緒勒索知覺與離職傾向的相關性，並進一步探索公務人員情緒勒索是否會因工作壓力而影響其離職傾向。
本研究針對現職公務人員發放實體問卷，回收有效問卷318份，研究發現：公務人員情緒勒索知覺與離職傾向具部分顯著正向關係；公務人員工作壓力與離職傾向具部分顯著正向關係；工工作壓力對公務人員情緒勒索知覺與離職傾向之關係具部分干擾效果。本文最後依照前述研究結果提出管理意涵與後續研究建議，希望能提供政府人事主管機關及管理階層在面對公務人員發生生職場情緒勒索時可及時做出適當的因應策略，以提升管理效果與行政效能。

關鍵字

情緒勒索 ； 離職傾向 ； 工作壓力

並列摘要

As times changed and increasingly in the pace of social compact, modern people are beginning to feel the pressures from life and work. That will be lead to many emotional problems. In recent years, in some related issues of emotional management, Forward proposes a new term called “Emotional blackmail”. It is the most powerful form of manipulation in which people close to us threaten, either directly or indirectly, to punish us if we don’t do what they want.
All government institutions are committed to providing a variety of convenient administrative services. Civil servants in the workplace have to interact with supervisors, colleagues, and people. They will inevitably have some emotional problems by Interactive process, and even suffer emotional blackmail from supervisors, colleagues, and people. That will be lead to civil servant to have the physical discomfort, mental discomfort, and turnover intention. However, there are fewer discussions from emotional blackmail in the government. We explore the relationship between emotional blackmail and turnover intention by studying supervisors, colleagues, and people. Next, we further explore whether the performance is affected by job stress.
The study on civil servant shows that: emotional blackmail is part significantly correlated with turnover intention. Furthermore, job stress is part significantly correlated with turnover intention. Lastly, job stress plays part moderating role between emotional blackmail and turnover intention. According to the results, this study provides some suggestions for government institutions and managers.

並列關鍵字

Emotional blackmail ； Job stress ； Turnover intention

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