財務金融業櫃員工作倦怠與其復甦策略之研究-以臺北市銀行業為例

A Study on the Bank Teller’s Burnout and Recovery at Banking Industry in Taipei City

蔡欣蓓(Hsin-Pei Tsai)

指導教授 ： 林宜玄

國立臺北科技大學/人文與科學學院/技術及職業教育研究所/碩士(2009年)

https://doi.org/10.6841/NTUT.2009.00338

摘要

我國的經濟型態不斷地演進，產業結構亦隨之改變，已從工業逐漸轉型為以服務業為導向的經濟型態。金融業外在環境的改變導致銀行業員工正面臨合併裁員、業績掛帥、競爭激烈的工作環境，因而成為具有高度工作倦怠的族群。相關研究指出，長期的工作倦怠對員工身心以及組織都會造成負面的影響。
因此，本研究欲探討銀行業的財務金融業櫃員其工作倦怠程度及有效的復甦策略，以臺北市境內952家銀行的財務金融業櫃員為研究對象，進行問卷調查及半結構式訪談，共計發出945份問卷，回收391份，有效問卷377份，有效問卷回收率為39.89%。同時依據工作倦怠經驗篩選量表，篩選出3位有成功復甦經驗工作倦怠的財務金融業櫃員為訪談對象，以瞭解財務金融業櫃員的工作倦怠復甦策略。依據研究結果，本研究獲致下列結論：
一、臺北市財務金融業櫃員的情緒耗竭現象、缺乏人性化及個人成就感低落情形值得重視。
二、年輕及資淺的財務金融業櫃員，缺乏人性化程度相對較高。
三、大學以下教育程度的財務金融業櫃員較會感到成就感低落。
四、本國公營銀行的財務金融業櫃員較民營銀行，有較高的情緒耗竭及缺乏人性化情形。
五、自身對工作倦怠的調適是財務金融業櫃員的工作倦怠成功復甦策略之一。
六、親友的支持是財務金融業櫃員的工作倦怠成功復甦策略之一。
七、組織的支持是財務金融業櫃員的工作倦怠成功復甦策略之一。

關鍵字

工作倦怠 ； 工作倦怠復甦策略 ； 財務金融業櫃員

並列摘要

The economic type in our country kept changing, so did the industrial structure. The industry has changed into service-oriented economic type. The change in external environment of financial business caused the banking staffs needed to face the layoff, performance-oriented and competitive work environment. Therefore, the staff in banking industrial became the high burnout group. Related research indicated that the negative impact would appear when the staffs were in the long-term physical and mental burnout.
Hence, the purpose of this study aimed to explore the level of banking teller’s burnout and the recovery strategy for 952 bank tellers in Taipei City. Questionnaire survey and semi-structured interviews were used, then 391 questionnaires were collected from 945 bank tellers, 377 subjects responded to most or all of the questions in the survey resulting in a 39.89% response rate. At the same time, based on the experience of job burnout scale screening, three bank tellers with successful experience burnout recovery were pick up as the interviewers in order to figure out the recovery strategy of burnout in bank industry. According to the result, there were the conclusions as the follows:
1. The phenomenon of bank teller in Taipei City needed to be considerate such as, emotional exhaustion, depersonalization, and lack of personal accomplishment.
2. The degree in depersonalization was high in young and inexperienced bank tellers.
3. The lack of personal accomplishment of bank tellers with bachelor degree or below was lower than the bank tellers with master degree.
4. National public bank tellers had a high emotional exhaustion and depersonalization than private bank tellers.
5. To adapt burnout was the recover strategy for the bank tellers’ burnout.
6. The support from family and friends were the recover strategy for the bank tellers’ burnout.
7. The support from company and organization were the recover strategy for the bank tellers’ burnout.

並列關鍵字

Burnout ； Recovery ； Bank Teller

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