員工是企業的重要資產,有快樂之員工才能創造企業的經營績效,所以如何營造和諧的工作氣氛,以增進員工士氣,進而創造高效率產能,已是組織學者倍感興趣的議題。學者普遍認為工作壓力會造成員工產生職業倦怠,並導致工作士氣低落,進而影響工作績效,所以企業亟需重視此議題,積極改善工作環境並建立有效機制,才能創造員工與企業間的雙贏。 本研究係探討郵政員工之工作壓力、職業倦怠對工作績效之影響。以工作壓力為自變項,職業倦怠為中介變項,工作績效為依變項。以台中郵局直轄支局之櫃員為抽樣對象,共發出問卷400份,回收有效問卷334份。藉由SPSS套裝軟體進行T檢定、單因子變數分析(One -Way ANOVA)、因素分析、信度分析、Pearson相關分析及迴歸分析等統計方法來驗證本研究之假設。 本研究的研究結果如下: 1. 不同個人屬性在工作壓力、職業倦怠與工作績效部分有顯著差異。 2. 工作負荷對工作績效有顯著正向影響。 3. 情緒耗竭對工作績效有顯著正向影響。 4. 在對服務對象倦怠及降低專業效能之構面中對工作績效有顯著負向影響。 5. 情緒耗竭在工作負荷與工作績效有部份中介效果。 關鍵詞:工作壓力(job pressure)、職業倦怠(burnout)、工作績效(job performance)
ABSTRACT The employee is an important property for an enterprise. Only if there are happy employees can the enterprise create a high management achievement. Therefore, how to build a harmonious working atmosphere to boost employees’ morale, further more to create a high efficiency, producing has been becoming a interesting issue more and more to the organization scholars. The scholars generally consider that the job pressure would make employees to get burnout, and lead to a low working spirit,even more may influence their performance. Hence, the enterprise needs to pay much attention to this issue, improving the working conditions aggressively, and establishing an effective system. Only these may create the employees and the enterprise's win-win. This research is discusses the job pressure and burnout of the postal office staff to influence the job performance.Take job pressure as independent variable, burnout as intervening variable, the Job Performance as dependent variable. The research targets are the staff of Taichung post office. 400questionnaires have been sent out and receive 334 valid questionnaires back. The data was analyzed through the methods of t-test, One-Way ANOVA, Factors Analysis, Reliability Analysis, Pearson correlation analysis and regression analysis using the SPSS package, confirms supposition this research. The research result shows as follows: 1. Different personal variables cause partial significant difference on job pressure, burnout and job performance. 2 . Job loading has significant positive effect on job performance. 3. Emotional exhaustion has significant positive effect on job performance. 4. In the respect of “client-related burnout” and “diminished professional efficacy” have significant negative effect on job performance. 5. The emotional exhaustion has the partial intermediary effect in the job loading and job performance.