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題名：資訊人員職業焦崩與離職決策研究
作者：蘇守謙
校院名稱：國立中央大學
系所名稱：資訊管理研究所
指導教授：范錚強
學位類別：博士
出版日期：2000
主題關鍵詞：資訊人員；職業焦崩；離職決策；焦崩階段模型；心像理論；資源保存理論；文脈分析；IS Personnel；Professional Burnout；Turnover Decision；Burnout Phase Model；Image Theory；Conservation of Resources Theory；Context Analysis
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由於科技快速的演進，加上工作要求不斷，資訊人員倍感壓力，進而形成「職業焦崩」現象 (註)。職業焦崩除了對個人造成身心傷害和工作績效的低落外，對組織而言，其影響莫過於造成員工的離職。尤其在資訊產業蓬勃發展的今天，專業人員供不應求，資訊人員因焦崩而離職，對組織更是雪上加霜。離職、換職，有人降格以求，有人乾脆轉行，有人卻愈挫愈勇，繼續尋求新的工作挑戰，此現象耐人尋味。環顧現有離職研究中，探討離職意向者多，離職行為者少，無法有效探究離職決策過程。而資訊人員焦崩現象日漸突顯，相關研究卻不多見，倘能針對焦崩現象引發離職、換職之決策過程加以深入探討，則有助於對離職行為更進一步的了解。
為此，本研究乃試圖建構以職業焦崩為核心的離職決策模型，利用「心像理論」的二階段決策思考模式 -- 以「心像相容性檢定」來過濾決策方案，和以「利益檢定」來評選決策方案的作法，推論焦崩現象引發資訊人員的離職決策過程。主張職業焦崩會引發資訊人員重新思考工作意義，進而改變個人價值觀、目標，或策略等「心像」；之後並會以「不再焦崩」的個人心像來過濾工作機會，和以「減輕焦崩」為考量的「利益檢定」來評選工作機會。針對後者，再根據「資源保存理論」和「焦崩階段模型」，推論資訊人員在評估「減輕焦崩」的決策因素時，會因其所處焦崩階段之不同，而有不同的優先順序考量。藉此釐清資訊人員離職決策之考量，並擴大「心像理論」之應用範圍。
實徵研究以國內三家大型資訊服務廠商之資訊人員為對象，包括程式設計、程式分析、系統分析、系統工程、應用工程、專案經理、行銷業務、專業諮詢與顧問等九種典型職務。資料蒐集分三階段進行，首先對上述資訊人員進行全
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註：「職業焦崩」原文為："professional burnout"；過去研究曾有「工作倦怠」、「職業疲潰」等多種翻譯，但本研究認為「焦崩」更能深刻描述 "burnout"三個構面 --「情緒耗竭」、「乏人性化」，和「個人成就感低落」的綜合現象，因此選擇採用之。
面焦崩量測 (n=568)，以判定其焦崩程度及對應之焦崩階段。並將高度焦崩者列入追蹤，在往後四個月內離職者，視為「焦崩離職者」，透過支持廠商人力資源部門的協助，對這些離職人員進行離職面談，以了解其離職決策過程。最後針對追蹤四個月之後仍未離職者，挑選其中焦崩程度排名前5~10名者，進行深入訪談，以了解其「焦崩而未離職」之背後原因。訪談記錄以「文脈分析」方式進行分析，並經四位共同評定者交叉驗證，以加強個案分析之信度。
研究結果發現：(1) 當焦崩現象已違背個人心像時，「不再焦崩」成為資訊人員換職考量中，無可取代的決策因素；(2) 當焦崩現象未違背個人心像時，「減輕焦崩」和其他有形利益一樣，同為資訊人員換職考量中，可互相彌補、替代的決策因素；(3) 焦崩程度高低並非絕對，影響離職決策主要視其是否超過「門檻」而定；(4) 離職決策「門檻」，主要由個人、家庭、組織、環境等四方面的因素所構成。對應上述研究結論，提出「焦崩」、「門檻」，與「工作機會」的決策情境，清楚解釋「不顧一切離職」、「換到較不焦崩的工作」、「留在原工作等待機會」，以及「換到整體條件較好的工作」等四種決策情境。
根據此研究結果，對資訊產業經營管理者提出如下建言：(1) 重視離職率，也重視員工普遍焦崩程度，以有效累積企業之人力資本；(2) 了解焦崩階段之意義，定期診斷，防患未然，並能因個別之焦崩程度，妥善分派任務，以有效用才；(3) 了解焦崩而未離職者之「門檻」影響因素，將企業之資源運用在員工最需要的地方，藉以留住人才；(4) 了解焦崩離職者之決策考量因素，因勢誘導，試圖做最後的挽留。最後並根據實徵研究結果加以延伸推論，提出原始研究模型之修訂，以做為後續研究之參考基礎。
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