從客服人員的角色壓力到情緒耗竭--人力資源投入系統知覺作為調節_

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題名：	從客服人員的角色壓力到情緒耗竭--人力資源投入系統知覺作為調節
書刊名：	輔仁管理評論
作者：	邱漢誠／蔣娉華
作者(外文)：	Chiu, Han-cheng／Chiang, Pin-hua
出版日期：	2016
卷期：	23:2
頁次：	頁61-87
主題關鍵詞：	角色壓力；情緒耗竭；人力資源投入系統；Role stress；Emotional exhaustion；Human resource involvement system
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:2 共同引用:0 點閱:74

本研究的目的旨在探討客服人員角色壓力對情緒耗竭的影響，並且從JD-R模式檢視人力資源投入系統知覺的調節效果。本研究針對企業客服人員為研究對象，區分兩個階段完成問卷蒐集，經過配對總共獲得226份有效問卷。研究結果顯示，在控制了性別、年齡、教育程度、現職年資、負向情感等變數之後，角色衝突與角色模糊對情緒耗竭具顯著正向影響。此外，人力資源投入系統知覺調節了角色衝突與情緒耗竭的關係，當客服人員知覺人力資源投入系統愈強烈時，角色衝突與情緒耗竭的關係就愈弱。但是，人力資源投入系統未能調節角色模糊與角色超載對情緒耗竭的關係。最後，根據研究結果，提出理論與實務意涵，並提出研究限制與建議未來研究方向。

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圖書論文
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