一、中文部分
MBA智庫百科(2015)，2015年零售業[線上資料]，來源：http://wiki.mbalib. com/zh-tw [2015,Nov 23]。

大前研一(2006)，M型社會，商周出版社。

台灣經濟研究院(2013)，2013年景氣動向調查月報[線上資料]，來源：http://www.tier.org.tw/observe/201309.pdf [2013,Sep 25]。

行政院主計處(2013)，2013年7月薪資與生產力統計月報[線上資料]，來源：https://www.dgbas.gov.tw/ct.asp?xItem=17170&ct Node=3254&mp=1 [2013,Jul]。

李長貴(1969)，社會心理學，台北：台灣中華書局。

周泰華，杜富燕(2014)，零售管理概論(3版)，台北：華泰書局。

林志興(2009)，國民小學教師組織承諾之研究，學校行政，98， 58-72。

林欽榮(1983)，管理心理學，台北：五南圖書。

侯望倫(1984)，工作壓力的實證研究－組織氣候、角色特性、人格特質與壓力症狀之關係，國立政治大學企業管理研究所未出版之碩士論文。

洪英正(1987)，工作團隊中工作者的A型人格、主管領導型態與工作壓力、工作滿足及工作投入的關係研究，國立政治大學研究所未出版之碩士論文。

許鴻昭(1986)，主管人格特質與其領導行為方式與員工工作壓力、工作滿足關係之研究，國立成功大學工管研究所未出版之碩士論文。

郭玉玲(1984)，人格類型、領導角色與時間壓力對工作表現的影響，國立台灣大學心理研究所未出版之碩士論文。

經濟部(2016)，2016年度連鎖加盟業能量厚植暨發展計畫[線上資料]，來源：https://ws.ndc.gov.tw/001/.../18/.../f32d197d-ab08 -40e3-bb16-f78641fe2cab.pdf [2016,Dec]。

二、英文部分
Abush, R., & Burkhead, E. J. (1984). Job stress in midlife working women: Relationships among personality type, job characteristics, and job tension. Journal of Counseling Psychology, 31(1), 36-44.

Agneessens, F., Waege, H., & Lievens, J. (2006). Diversity in social support by role relations: A typology. Social Networks, 28(4), 427-441.

Aiken, L. S., & West, S. G. (1991). Multiple regression: Testing and interpreting interactions. Newbury Park: Sage.

Alcorn, J. L. (1988). The taxonomy of "Helminthosporium" species. Annual Review of Phytopathology, 26(1), 37-56.

Allport, G. W. (1937). Personality: A psychological interpretation. New York: Holt.

Altaf, A., & Awan, M. A. (2011). Moderating affect of workplace spirituality on the relationship of job overload & job satisfaction. Journal of Business Ethics, 104(1), 93-99.

Antonovsky, A. (1974). Conceptual and methodological problems in the study of resistance resources and stressful life events. In B. Dohrenwend & B. Dohrenwend (Eds.), Stressful life events: Their nature and effects. New York: Wiley.

Bakker, A. B., & Demerouti, E. (2006). The job demands- resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328. doi: 10.1108/026839407107 33115.

Bakker, A. B., Demerouti, E., & Schaufeli, W. B. (2003). Dual processes at work in a call centre: An application of the job demands - resources model. European Journal of Work and Organizational Psychology, 12(4), 393-417.
Baron, R. M. (1983). Toward an ecological theory of social perception. Psychological Review, 90(3), 215-238.

Beehr, T. A. (1998). Research on occupational stress: An unfinished enterprise. Personnel Psychology, 51(4), 835-844.

Beehr, T. A. (1976). Perceived situational moderators of the relationship between subjective role ambiguity and role strain. Journal of Applied Psychology, 61(1), 35-40.

Beehr, T. A., & Newman, J. E. (1978). Job stress, employee health, and organizational effectiveness: A facet analysis, model, and literature review. Personnel Psychology, 31(4), 665-699.

Benson, H., Greenwood, M. M., & Klemchuk, H. (1975). The relaxation response: Psychophysiologic aspects and clinical applications. Int J Psychiatry Med, 6(1-2),87-98.

Biddle, B. J. (1979). Role theory: Expectations, identities, and behaviors. New York: Academic.

Brown, G. W., Andrews, B., Harris, T. O., Adler, Z., & Bridge. L. (1986). Social support, selfesteem, and depression. Psychological Medicine, 16(4), 813-831.

Buchanan, II, B. (1974). Building organizational commitment: The socialization of managers in work organizations. Administrative Science Quarterly, 19(4), 533-546.

Butterfield, E. C. (1964). Locus of control, test anxiety, reactions to frustration, and achievement attitudes. Journal of Personality, 32(3) , 355-370.

Caplan, G. (1974). Support systems and community mental health. New York: Behavioral Publication.

Caplan, R. D., & Jones, K. W. (1975). Effects of working load role ambiguity and type a personality on anxiety, depression, and heart rate. Journal of Applied Psychology, 60(6), 713-719.

Cassel, J. C. (1976). The contribution of the social environment to host resistance. American Journal of Epidemiology, 104(2), 107-123.

Celic, K. (2013). The effect of role ambiguity and role conflict on performance of vice principals: He mediating role of burnout, Eurasian Journal of Educational Research, 51, 195-214.

Cherrington, D. J. (1989). Organizational behavior: The management of individual and organizational performance. Needham Heights, MA: Allyn & Bacon.

Chesney, M. A., & Rosenman, R. H. (1980). Type a behavior in the working setting, In Cooper, C. L. & Payne, R.(Ed), Current Concerns in Occupational Stress, London, John Wiley & Sons.

Cobb, S. (1976). Social Support as a moderator of life stress. Psychosomatic Medicine, 38(5), 300-314.

Cohen, S., & Wills, T. A. (1985). Stress, social support, and the buffering hypothesis. Psychological Bulletin, 98(2), 310-357.

Collins, A., Brown, J. S., & Holum, A. (1991). Cognitive apprenticeship: Making thinking visible. American Educator: The Professional Journal of the American Federation of Teachers, 15(3), 6-11, 38-46.

Currivan, D. B. (1999). The causal order of job satisfaction and organizational commitment in models of employee turnover. Human Resource Management Review, 9(4), 495-524.

Deeter-Schmelz, D. R., & Ramsey, R. P. (1997). Considering sources and types of social support: A psychometric evaluation of the House and Wells (1978) instrument. Journal of Personal Selling & Sales Management, 17(1), 49-61.

Den Oudsten, B. L., Van Heck, G. L., Van der Steeg, A. F., Roukema, J. A., & De Vries, J. (2010). Personality predicts perceived availability of social support and satisfaction with social support in women with early stage breast cancer. Supportive Care in Cancer, 18(4), 499-508.

Dunseath, J., Beehr, T. A., & King, D. W. (1995). Job Stress-Social Support Buffering Effects Across Gender, Education and Occupational Groups in a Municipal Workforce. Review of Public Personnel Administration, 15(1), 499-508.

Etzion, D. (1984). Moderating effect of social support on the stress-burnout relationship. Journal of Applied Psychology, 69(4), 615-622.

Evans, K. R., Arnold, T. J., & Grant, J. A. (1999). Combining service and sales at the point of customer contact: A retail banking example. Journal of Services Research, 2(1), 34-49.

Firestone, W. A., & Pennell, J. R. (1993). Teacher commitment, working conditions, and differential incentive policies. Review of Educational Research, 63(4), 489-525.

French, J. R. P., Jr., Rodgers, W. L., & Cobb, S. (1974). Adjustment as person-environment fit. In G. Coelho, D. Hamburg, & J. Adams (Eds.), Coping and adaptation (pp. 316-333). New York: Basic Books.

Frost, T. F., & Wilson, H. G. (1983). Effects of locus of control and A-B personality type on job satisfaction within the health care field. Psychol Rep, 53(2), 399-405.

Gaertner, L., Sedikides, C., & Graetz, K. (1999). In search of self-definition: Motivational primacy of the individual self, motivational primacy of the collective self, or contextual primacy? Journal of Personality and Social Psychology, 76(1), 5-18.

Ganster, D. C., Fusilier, M. R., & Mayes, B. T. (1986). Role of social support in the experience of stress at work. J Appl Psychol., 71(1), 102-110.

Glisson, C., & Durick, M. (1988). Predictors of job satisfaction and organizational commitment in human service organizations. Administrative Science Quarterly, 33(1), 61-81.

Gottlieb, B. H. (1983). Social support strategies. Beverly Hills, CA: Sage.

Graen, G. (1976). Role making process within complex organizations. In M. D. Dunnette (Ed.), Handbook of industrial and organizational.

Greenberg, J., & Lind, E. A. (2000). The pursuit of organizational justice: From conceptualization to implication to application. In C. L. Cooper & E. A.

Hair, J. F., Jr., Anderson, R. E., Tatham, R. L., & Black, W. C. (1995). Multivariate Data Analysis, 3rd ed, Macmillan Publishing Company, New York.

Hamme, L. B., Grigsby, T. D., & Woods, S. (1998). The conflicting demands of work, family, and school among students at an urban university. The Journal of Psychology, 132(2), 220-226.

Hampton, R., Alan, J. D., & Steven, J. S. (1986). A model of sales supervisor leadership behavior and retail salespeople's job-related outcomes. Journal of the Academy of Marketing Science, 14(Fall), 33-43.

Harrar, S. (1999). Hidden job stress can raise blood pressure. Prevention, 51(5), 42-55.

Hartline, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60(4), 52-70.

Hendrix, W. H. (1987). Factors predicative of stress, organizational effectiveness, and coronary disease potenial. Aviation, Space, and Environmental Medicine, 56(7), 654-659.

Hobfoll, S. E. (1989). Conservation of resources. A new attempt at conceptualizing stress. Am Psychol, 44(3), 513-524.
Hogan, J. E., Lehmann, D. R., Merino, M., Srivastava, R. K., Thomas, J. S., & Verhoaf, P. C. (2002). Linking customer assets to financial performance. Journal of Service Research, 5(1), 26-38.

House, J. S. (1981). Reading, mass: Addison-Wesley. Work Stress and Social Support.

House, J. S., & Wells, J. A. (1978). Occupational stress, social support and health. In A. McLean, G. Black, & M. Colligan (Eds.), Reducing occupational stress (HEW NIOSH Publication No. 78-140, pp. 8-29).

House, R., & Rizzo, J. (1972). Role conflict and ambiguity as critical variables in a model of organizational behavior. Organizational Behavior and Human Performance, 7(3), 467-505.

House, R., Rizzo, J., & Lirtzman, S. (1970). Role conflict and ambiguity in complex organizations. Administrative Science Quarterly, 15(2), 150-163.

Howard, J. H., Cunningham, D. A., & Rechnitzer, P. A. (1977). Work patterns associated with type a behavior: A managerial population. Journal of Human Relations, 30(9), 825-836.

Ivancevich, J. M. (1974). Changes in performance in a management by objectives program. Administrative Science Quarterly, 19(4), 563-574.

Ivancevich, J. M., & Matteson, M. T. (1980). Stress and work at managerial perspective. New York, Scott Foresman.

Ivancevich, J. M., & Matteson, M. T. (1982). Occupational stress, type a behavior, and physical well-being. Academy of Management Journal, 25(2), 373-391.

Jha, S., Balaji, M. S., Yavas, U., & Babakus, E. (2017). Effects of frontline employee role overload on customer responses and sales performance: Moderator and mediators. European Journal of Marketing, 51(2), 282-303. doi: 10.1108/EJM-01- 2015-0009.

Johnston, M. W., Futrell, C.M., Parasuraman, A., & Black, W.C. (1990). "A Longitudinal Assessment of the Impact of Selected Organizational Influences on Salespeople's Organizational Commitment During Early Employment," Joumal of Marketing Research, 27(3), 333-344.

Kahn, R. L., Wolfe, D., Quinn, R., Snoek, J., & Rosentbal, R. (1964). Organizational stress: Studies in role conflict and ambiguity. New York: Wiley.

Karimi, R., Omar, Z. B., Alipour, F., & Karimi, Z. (2014). The influence of role overload, role conflict and role ambiguity on occupational stress among nurses in selected iranian hospitals. International Journal of Asian Social Science, 4(1), 34-40.

Katz, D., & Kahn, R. L. (1978). The social psychology of organizations. New York: Wiley.

Kelly, J. P., & Hise, R. T. (1980). Role conflict, role clarity, job tension and job satisfaction in the brand manager position, Journal of the Academy of Marketing Science, 8(2), 120-137.

Kreitner, R., & Kinicki, A. (1997). Organizational Behavior (4th ed.), Irwin & McGraw-Hill.

Larocco, J. M., & Jones, A. P. (1978). Co-worker and leader support as moderators of stress-strain relationships in work situations. Journal of Applied Psychology, 63(5), 629-634.

Leigh, J. H., Murphy, P. E., & Enis, B. N. (1988). A New Approach to Measuring Socially Responsible Consumption Tendencies. Journal of Macromarketing, 8(1), 5-21.

Lipham, J. M., & Hoeh, J. A. (1974). The principalship: foundations and functions. New York: Harper & Row.

Locke, E. A. (1976). The nature and causes of job satisfaction. In Dunnette, M. D., (Ed.). Handbook of industrial and organizational psychology. Chicago: Rand McNally.

Mahoney, M. J. (1977). Publication prejudices: An experimental study of confirmatory bias in the peer review system. Cognitive Therapy and Research, 1(2), 161-75.

Matteson, J., & Ivancevich, M. T. (1982). Occupational Stress, Type a Behavior, and Physical Well Being. The Academy of Management Journal, 25(2), 373-391.

Menninger, & Levison, H. (1956). Human Understanding in Industry. Chicago: Science Research Associates, 18, 38.

Merton, R. K. (1957). Priorities in scientific discovery: A chapter in the sociology of science. American Sociological Review, 22(6), 635-659.

Mitchell, A. A. (1979). Involvement: A Potentially Important Mediator of Consumer Behavior, in Advances in Consumer Research, Vol. 6, ed. W. L. Wilkie, Ann Arbor: Association for Consumer Research, 191-196.

Mohr, A. T., & Puck, J. F. (2007). Role conflict, general manager job satisfaction and stress and the performance of IJVs. European Management Journal, 25(1), 25-35.

Motowidlo, S. J., & Packard, J. S., & Manning, M. R. (1986). Occupational stress: Its causes and consequences for job performance. Journal of Applied Psychology, 71(4), 618-629.

Murphy, L. B., & Moriarty, A. E. (1976). Vulnerability, coping, and growth. Yale University Press; New Haven.

Nelson, D. L., & Quick, J. C. (2006). Organizational behavior: Foundations, realities & challenges (5th ed.). Mason, OH: Southwestern/ Thomson.

Netemeyer, R. G., Johnston, M. W., & Burton. S. (1990). Analysis of role conflict and role ambiguity in a structural equations framework. Journal of Applied Psychology, 75(2), 148-157.

Netemeyer, R. G., Maxham III, J. G., & Pullig, C. (2005). Conflicts in the work-family interface: Links to job stress, customer service employee performance, and customer purchase intent. Journal of Marketing, 69(2), 130-143.

O’Driscoll, M. P., Cooper, C. L., & Dewe, P. J. (2001). Organizational stress: A review and critique of theory, research, and applications. Thousand Oaks, CA: Sage.

Parker, D. E., & DeCotiis, T. A. (1983). Organizational determinants of job stress. Organizational Behavior and Human Performance, 32(2), 160-177.

Pines, A. M., Aronson, E., & Kafry, D. (1981). Burnout: From tedium to personal growth. New York: The Free Press.

Pinneau, S. R. (1975). Effects of social support on psychological and physiological stress. (Unpublished doctoral dissertation). Ann Arbor, MI: University of Michigan.

Powell, J. L. (1984). Least absolute deviations estimation for the censored regression model. Journal of Econometrics, 25(3), 303-325.

Purkey, S. C., & Smith, M. S. (1983) Effective schools: A review. The Elementary School Journal, 83(4), 427-452.

Rizzo, J. R., House, R. J., & Lirtzman, S. L. (1970). Role conflict and ambiguity in complex organizations. Administrative Science Quarterly, 15(2), 150-163.

Robbins, S. P. (1983). Organizational behavior concepts, controversies, applications. New Jersey: Prentice Hall.

Robbins, S. P. (1989). Organizational behavior concepts, controversies, applications. New Jersey: Prentice Hall.

Robbins, S. P. (1990). Organizational theory: Structure design and application (3d.ed.). Upper Saddle River, N J : Pretense Hall.

Robbins, S. P. (1998). Organizational behavior (5th ed.). Upper Saddle River, N.J.: Prentice-Hall Inc.

Robbins, S. P. (2003). Organizational behavior. Upper Saddle River, N.J.: Pearson Education.

Rose, C. L., Murpgy, L. B., Byard, L., & Nikzard, K. (2002). The role of the big five personality factors in vigilance performance and workload. European Journal of Personality, 16(3), 185-200.

Sager, J. K. (1994). A structural model depicting salespeople’s job stress. Academy of Marketing Science, 22(1), 74-84.

Sager, J. K., & Wilson, P. H. (2001). Clarification of the meaning of job stress in the context of sales force research. Journal of Personal Selling and Sales Management, 15(3), 51-63.

Sales, S. M., & House, J. (1971). Job dissatisfaction as a possible risk factor in coronary. Heart Disease. Journal of Chronic Diseases, 23(12), 861-873.

Sarason, I. G., Levine, H. M., & Basham, R. B. (1983). Assessing social support: The social support questionnaire. Journal of Personality and Social Psychology, 44(1), 127-139.

Schaefer, M. T., & Olson, D. H. (1981) Assessing intimacy: The PAIR Inventory, Journal of Marital and Family Therapy, 7(1), 47-60.

Schaufeli, W. B., & Taris, T. W. (2014). A critical review of the job demands-resources model: Implications for improving work and health, in Bauer, G. and Hämmig, O. (Eds), Bridging Occupational, Organizational and Public Health, Springer, Dordrecht, pp. 43-68.

Schaufeli, W., & Taris, T. (2013). A critical review of the job demands-resources model: Implications for improving work and health. in bauer, g. f., & hämmig, o. by (EDS.) Bridging Occupational Organizational and Public Health, (pp. 43-68). Dordrecht, The Netherlands: Springer Netherlands.

Schuler, R. S. (1975). Sex, organizational level, and outcome importance: where the differences are. Personnel Psychology, 28(3), 365-375.

Schuler, R. S. (1980). Definition and conceptualization of stress in organizations. Organizational Behavior and Human Performance, 25(2), 184-215.

Seashore, S. E., & Taber, T. D. (1975). Job satisfaction indicators and their correlates. American behavioral scientist, 18(3), 333-368.

Smith, P. C., Kendall, L. M., & Hulin, C. L. (1969). The measurement of satisfaction in work and retirement. Chicago, IL: Rand McNally.

Spector, P. E. (1997). Job satisfaction: Application, assessment, causes, and consequences. Sage Publications, Thousand Oaks.

Steers, M. R., & Black, J. S. (1994). Organizational Behavior. Harper Collins College Publishers.

Steers, R. (1977). Organizational effectiveness. A behavioral view. The Goodyear series in management and organizations. Santa Monica, CA: Goodyear.

Steers, R. M. (1975). Problems in the measurement of organizational effectiveness. Administrative Science Quarterly, 20(4), 546-558.

Stinglhamber, F., Caesens, G., Clark, L., & Eisenberger, R. (2016). In Meyer, J. P. (Ed.), Handbook of employee commitment (p. 333-345). Ontario, Canada: Edward Elgar.

Stryker, S., & Macke, A. S. (1978). Status inconsistency and role conflict. Annual Review of Sociology, 4(1), 57-90.

Thoits, P. A. (1982). Life stress, social support, and psychological vulnerability: Epidemiological considerations. Journal of Community Psychology, 10(4), 341-362.

Thorgren, S., & Wincent, J. (2013). Passion and role opportunity search: interfering effects of conflicts and overloads. International Journal of Stress Management, 20(1), 20-36.

Toegepast-Natuurwetenschappelijk Onderzoek (TNO), & CBS. (2014). Werkstress, Burn-out & Verzuim in cijfers［Online］. Available: https://www.rijksoverheid.nl/documenten/ publicaties/2015/11/16/werkstress-burn-out-en-verzuim-in-cijfers.

Turin, A., & Johnson, M. G. (1976). Biofeedback therapy for migraine headaches. Archives of General Psychiatry, 33(4), 517-519.

Vaillant, G. E. (1977). Adaptation to life. Boston: Little Brown.

Van den Tooren, M., & De Jong, J. (2014). Job demands-resources and employee health and well-being: The moderating role of contract type. Career Development International, 19(1), 101-122. doi: 10.1108/CDI-05-2013-0058.

Van Sell, M., Brief, A. P., & Schuler, R. S. (1981). Role conflict and role ambiguity: Integration of the literature and directions for future research. Human Relations, 34(1), 43-71.
Van Woerkom, M., Bakker, A. B., & Nishii, L. H. (2016). Accumulative job demands and support for strength use: Fine-tuning the job demands-resources model using conservation of resources theory. Journal of Applied Psychology, 101(1), 141-150.

Vanishree, P. (2014). Impact of role ambiguity, role conflict and role overload on job stress in small and medium scale industries, Research Journal of Management Sciences, 3(1), 10-13.

Vroom, V. H. (1964). Work and motivation. Oxford, England: Wiley.

Wetzels, M., de Ruyter, K., & Bloemer, J. (2000). Antecedents and consequences of role stress of retail sales persons. Journal of Retailing and Consumer Services, 7(2), 65-75.

Whinghter, L. J., Cunningham, J. L., Wang, M., & Burnfield, J. L. (2008). The moderating role of goal orientation in the workload-frustration relationship. Journal of Occupational Health Psychology, 13(3), 283-291.

Yates, J. (1979). Managing stress. New York: AMACOM, pp83-84.