讀或不讀訊息呢? 檢驗即時回覆與工作倦怠間的關係－ 以組織公民行為、工作自主性、自我規範及職家衝突為調節變項

隨著科技的進步，大大的改變人們的生活習慣，像是在與人溝通的方式上變得更仰賴資訊及通訊科技(ICT工具)。受惠於網路的易連接與容易取得，以電子郵件及即時通訊軟體作為工作的安排與溝通已變得普遍；但也同時會被期待郵件或訊息能被快速讀取或回覆。這種經由ICT工具隨時接受到工作相關訊息，以及一直想著需要立即、馬上回覆的心理狀態被稱作即時回覆的工作壓力。為了瞭解即時回覆工作壓力的前因與影響，本研究探討了工作規範/以訊息為主的ICT工作要求、即時回覆工作壓力與職業倦怠的主要及中介關係。又，根據工作要求-資源模型、邊界理論、幫助他人及富有責任的想法，本研究以組織公民行為、工作自主性、自我規範及職家衝突為調節變項檢驗其與即時回覆工作壓力與職業倦怠的關係。兩階段收的資料抽樣皆來自在台灣有全職工作的員工 (N = 164)。分析結果顯示，員工感知組織有即時回覆的工作規範跟以訊息為主的ICT工作要求與即時回覆工作壓力有正相關、即時工作壓力與職業倦怠有正相關，而即時回覆工作壓力作為中介效果亦為顯著。另外，較高的組織公民行為、自我規範及職家衝突會增強即時回覆工作壓力與職業倦怠的關係。然而工作自主性的調節效果並不顯著。本研究亦提供現行關於即時回覆工作壓力的相關政策與法規，希望在以電子郵件或即時通訊軟體交辦工作的時代潮流下，員工的工作與生活能被平衡、組織及管理者能留意過度的為組織奉獻反而可能造成職業倦怠的反效果。

關鍵字

即時回覆的工作壓力；工作規範；以訊息為主的ICT工作要求；職業倦怠；組織公民行為；工作自主性；自我規範；職家衝突；資訊及通訊科技；即時通訊軟體

並列摘要

Technology improved had changed people’s life such as the way we communicate with people is more rely on information and communication technologies (ICTs). Contributed to easy connectivity and accessibility to the Internet, using email and messaging apps for business arrangement and communications have become normal. At the same time, fast read and replied is expected. The psychological state of being kept connecting to work-related messages via ICTs, and feeling the obligation of urge to immediately respond is termed as workplace telepressure. In order to know the cause and influence of telepressure, the current study investigated main and mediation effects of job norms/ message-based ICT demands, telepressure, and burnout. Moreover, based on JD-R model, Boundary theory, and the feeling of helping others and responsibility, the current research proposed organizational citizenship behavior (OCB), job autonomy, self-regulation, and work-home conflict serving as moderating roles on the relationship between telepressure and burnout. Two-wave data were collected from full-time employees (N = 164) in Taiwan. The results showed that employees perceived immediately reply job norms and message-based ICT demands were positively related to telepressure, and telepressure was positively associated with burnout. As such, telepressure mediated the relationships between job norms/ message-based ICT demands and burnout. Moreover, OCB, self-regulation, and work-home conflict strengthen the relationship between telepressure and burnout. However, the moderation effect of job autonomy was not significantly associated. As telepressure has become more unavoidable in modern society, the current study also provided the policies and laws regarding to ICTs usage, and suggested organizations should try to keep employees have work-life balance, and be aware of that over-commitment could lead to higher burnout.

並列關鍵字

workplace telepressure ； job norms ； message-based ICT demands ； burnout ； organization citizenship behavior ； job autonomy ； self-regulation ； work-home conflict ； ICTs ； messaging apps

參考文獻

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