個人特質、壓力處理方式、工作自我效能對資訊科技專業人員焦崩之影響

The Effects of Personal Characteristics, Stress Coping Style, Job Self-efficacy on IT Professionals’Burnout

劉佩貞(Pei-Chen Liu)

指導教授 ： 周惠文

國立中央大學/管理學院/資訊管理學系/碩士(2006年)

摘要

在現今的企業營運當中，無可否認地，資訊科技扮可說是扮演著相當關鍵的角色，因此，好的資訊科技專業人員非常重要。然而，目前在資訊科技人力市場發生的一些問題，卻會大大地影響在組織中了資訊科技的發展及資訊科技的成效，問題包括：優秀專業人員過少、不足經驗人員過多、以及高離職率。文獻指出，造成資訊科技專業人員高離職率的其中一個因素，便是焦崩。
眾所皆知，資訊科技這項職業屬於知識密集型的職業，資訊科技人員往往都要在短時間內學好新知識、新技術，而現在他們也被要求必須要有好的溝通技巧，這些要求都使得資訊科技工作人員的工時增長，也帶來沉重的壓力，資訊人員將可能罹患焦崩。因此本研究試圖找出會影響資訊科技人員焦崩程度的因素，並提出一些管理上的建議。
本研究使用滾雪球抽樣法來收集樣本。在218位資訊科技專業人員中，能夠採取越正面態度處理壓力、具有越高工作效能的人員，焦崩程度較低；另外，外向性及開放性程度較高的人員，也比較不易有成就感低落的現象。本研究最後也將討論研究限制與管理建議的部份。

關鍵字

資訊科技專業人員 ； 焦崩 ； 壓力處理方式 ； 個人特質 ； 工作自我效能

並列摘要

There is no denying that Information Technology (IT) plays a vital and critical role in business operation nowadays. Hence, good IT professionals are important. Unfortunately, a few problems, which may have impacts on the IT development and IT performance of organizations, exist in IT professional labor market. These problems include insufficient number of qualified professionals, too many inexperienced workers, and high turnover rate.
Literature (Lee and Ashforth, 1996; Moore, 2000) indicated that one of the possible reasons leading to high IT professional turnover rate is IT professionals’ burnout. It is widely acknowledged that IT career is very knowledge-intensive and IT professionals are forced to acquire new knowledge quickly. Moreover, they need to have good interpersonal skills to communicate with users. Those requirements which make IT professionals have to work longer hours cause heavy stress. As a result, IT professionals may become burnout. This study aims to find what factors can have impacts on IT professionals’ burnout and to offer some managerial suggestions.
Snowball sampling is used to collect data in the present study. The results of multiple hierarchy regression analyses showed that 218 IT professionals provides evidence that those who have more positive coping style with stress and those who have higher job self-efficacy and won’t become burnout easily. In addition, people who have higher degree of extroversion will have less diminished personal accomplishment. At the end of this paper, the research limitations and managerial implications of this study will be discussed.

並列關鍵字

burnout ； job self-efficacy ； IT professional ； stress coping style ； personal characteristics

參考文獻

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