領隊職家衝突與情緒耗竭關係之研究－兼論個人工作契合度之調節效果

The Relation between Work-Family Conflict and Emotional Exhaustion under the Moderating Effect of Person-Job Fit -- A study of Tour Manager in

林佳蓉(Chia-Rong Lin)

指導教授 ： 曾淑惠 教授

國立臺北科技大學/人文與社會科學學院/技術及職業教育研究所/博士(2014年)

摘要

領隊工作長時間離家在外帶團，特殊的工作型態，沉重的工作負荷而難以在工作與家庭二者間取得平衡，造成角色的衝突。本研究之目的係在探討領隊產生職家衝突的影響因素、職家衝突與情緒耗竭間之關係，並進一步探討個人工作契合度於職家衝突與情緒耗竭的調節效果。採用質量並行之混合研究，質性訪談運用半結構式訪談綱要訪談6位領隊以瞭解領隊的發展現況與擷取研究變項的實務意涵，作為發展問卷測量架構之依據。訪談結果歸納出領隊職家衝突影響因素包括工作要求、工作資源、家庭要求及家庭資源四個部分。其次，量化研究採用問卷調查方式，共計發放800份問卷並回收有效問卷575份，有效回收率71.8%。研究以SPSS20.0及AMOS17.0統計軟體進行驗證性因素分析、描述性分析、差異性分析及結構模式分析。綜合本研究結果發現：1.工作要求及家庭要求顯著影響領隊職家衝突；2.領隊職家衝突以時間導向為主；3.領隊職家衝突顯著影響情緒耗竭；4.領隊個人工作契合度於家庭對工作衝突與情緒耗竭具有顯著的調節效果；5.性別、年齡、教育程度、婚姻及執業方式與職家衝突、情緒耗竭及個人工作契合度有顯著差異性。最後根據研究結論，對於領隊與旅行社業者管理實務和後續研究提出建議。

關鍵字

職家衝突 ； 情緒耗竭 ； 個人工作契合度

並列摘要

Because of working long hours away from home, special working style, and heavy workloads, tour managers are difficult to strike a balance between work and family and this result in a conflict of roles.
The purpose of this study was to investigate the factors of work-family conflict on emotional exhaustion,－and moderating effect of person-job fit on the relation between work-family conflict and emotional exhaustion. The study employed both qualitative and quantitative research methods. By interviewing six tour managers with semi-structured outlines, the researcher inquired their current working situation. The study consequently extracted the practical implications the research questionnaire. By analyzing the interviews, the study induced four dimensions of influence factors of work-family conflict, including work demands, work resources, family demand and family resources. Additionally, 800 questionnaires were distributed and 575 of them were valid. The effective return rate was 71.8%.
The data were analyzed by descriptive statistics, t-test, one-way ANOVA, confirmatory factor analysis (CFA) and structural equation modeling (SEM). The research findings showed that 1)work demand and family demand had a significant effect on work-family conflict, 2) most of the work-family conflict were time-oriented conflict, 3) work-family conflict had significantly affected emotional exhaustion, 4) the person-job fit significantly moderated the relationship between family to work conflict and emotional exhaustion, 5) the personal demographic variables as sex, age, education, marital status, had significant difference among work-family conflict, emotional exhaustion and person-job fit. Finally, several concrete advices for tour managers, travel agencies and future related study were suggested.

並列關鍵字

work-family conflict ； emotional exhaustion ； person-job fit.

參考文獻

紀乃文、陳皓怡、楊美玉、鄭妃君、蔡維奇（2008）。個人－工作適配量表發展：多元構面觀點。管理學報，25（5），577-598。

張婷婷、陸洛、郭靜宜（2012）。工作資源對工作－家庭衝突及工作表現之影響，組織與管理，5（2），101-135。

翁志成、簡俊成（2003）。主計人員性格調節過程中情緒耗竭之研究。中華管理學報，4（1），1-19。

周惠櫻（2011）。影響護理人員工作滿足與情緒耗竭因素之探討。美和學報，31（1），115-126。

黃惠敏、黃德祥（2013）。國中小女性教師工作與家庭衝突之研究。人文暨社會科學期刊，8（1），23-33。