1. NCCU Academic Hub
  2. Publications
  3. College of Social Science
  4. Theses
  5. Item

Publications-Theses

Article View/Open

Publication Export

Google ScholarTM

NCCU Library

Citation Infomation

Related Publications in TAIR

題名 海關工作倦怠之探究−以建制民族誌觀點分析
The study of burnout in Customs Administration–A perspective of Institutional Ethnography
作者 陳怡如
貢獻者 黃東益
陳怡如
關鍵詞 海關
工作倦怠
建制民族誌
Customs
Burnout
Institutional Ethnography
日期 2020
上傳時間 3-Aug-2020 18:03:19 (UTC+8)
摘要 工作倦怠是職場常見的疾病之一，關務人員肩負國家邊境查緝與稅費稽徵。其倦怠不僅會造成個人身心方面的疾病，更會影響政府服務品質甚至損害公共利益。本文研究目的旨在探究海關人員工作倦怠之情形，並還原其工作現場與真實，從而解構關務業務與倦怠的連結。
本文採用建制民族誌為研究方法，透過參與觀察與訪談法 並藉由斷裂經驗、工作知識與文本等論述，呈現關務工作的內涵並分析關員倦怠的情形與成因。
研究結果顯示，導致關員倦怠的主因為工作內容與輪班/論調制度。在工作方面，專業的要求、繁雜的執勤法規與被檢調偵辦的風險，皆會造成關員的倦怠；在輪班制度方面，部分關員反映健康狀況受影響，且現行制度產生超量的加班時數，已符合勞動部對過勞的定義；輪調制度方面，關員的不公平感明顯，機關內部有勞逸不均的現象。
關員倦怠的因素是綜合性的，因此本文建議管理者先從修改內部規定、改善輪班制度與建立公平且透明的輪調制度做起，營造一個安全且鼓勵關員勇於任事的職場。
Burnout is a common illness in the occupational context. Customs administration in Taiwan is in charge of border force and taxation. Burnout among the Customs officers not only causes physical and mental illness but also affects the quality of government services and even damages the public interest. Therefore, this study aimed to explore the state of burnout in Customs and demonstrate the actual working contexts and the connection between Customs and job burnout.
Institutional Ethnography was applied in the study as the analytical approach. Through observing and interviewing, I collected the disjuncture of experiences, working process, and texts in Customs to examine the cause and effect of burnout in Customs officers.
The results revealed that the major causes of burnout in Customs were work contents, the shifts system, and the rotating system. Firstly, the job demanding of professions, complicated regulations, and the risk of being prosecuted led to deteriorating health condition of Custom officers. Secondly, the shifts system brought about exceeding extra working hours, and that affected officers’ physical condition. Lastly, the rotating system was not equitable and resulted in uneven allocation of work.
Causes of burnout in Customs are tangled. To build a safe and encouraging workplace, I suggest that the personnel managers start from amending the handbook, improving the shifts system, and creating a more equitable rotating system.
參考文獻 Bakker, A. B., Demerouti, E. (2007).The job demands resources model: State of the art. Journal of managerial psychology, 22(3), page 309-328.
Bakker, A. B., Demerouti, E., de Boer, E., Schaufeli, W. B. (2003).Job demands and job resources as predictors of absence duration and frequency.Journal of Vocational Behavior,62(2), page 341-356.doi: https://doi.org/10.1016/S0001-8791(02) 00030-1.
Bakker, A. B., Demerouti, E., Sanz Vergel. (2014).Burnout and work engagement: The JD R approach,1(1), page 389-411.
Bakker, A. B., Demerouti, E., Verbeke, W. (2004).Using the job demands resources model to predict burnout and performance,43(1), page 83-104.doi:10.1002/hrm.20004.
Byrne, B. M. (1993).The Maslach Burnout Inventory: Testing for factorial validity and invariance across elementary, intermediate and secondary teachers [Article]. Journal of Occupational & Organizational Psychology, 66(3), page 197-212.
Campbell, Marie and Francis Gregor (2004). Mapping social relations: A Primer in Doing Institutional Ethnography. Walnut Creek: AltaMira Press.
Carson, J. (2001).The burnout companion to study and practice: A critical analysis [Book Review]. Journal of Occupational & Organizational Psychology, 74(1), page 111-112.
Cordes, C. L., Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of management review,18(4), page 621-656.
Dawis, R. V. (2005). The Minnesota Theory of Work Adjustment, career development and counseling: Putting theory and research to work. Hoboken, NJ, US: John Wiley & Sons Inc.
Dawis, R. V., Lofquist, L. H. (1984). A psychological theory of work adjustment: An individual differences model and its application.
Deligkaris, P., Panagopoulou, E., Montgomery, A. J., Masoura, E. (2014). Job burnout and cognitive functioning: A systematic review [Review].Work and Stress, 28(2), page 107-123.doi: 10.1080/02678373.2014.909545.
DeMarrais, K. B., & Lapan, S. D. (2003). Qualitative interview studies: Learning through experience. In Foundations for research (pp. 67-84). Routledge.
Demerouti, E., Bakker, A. B., Nachreiner, F., Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied psychology, 86(3), page 499.
DeVault, M. and McCoy, L. (2002). Institutional Ethnography: Using Interviews to Investigate Ruling Relations. In: Gubrium, J. and Holstein, J., Eds., Handbook of Interview Research: Context & Method, Sage, Thousand Oaks, 751-776.
DeVault, L. and L. McCoy (2006). Institutional Ethnography: Using Interviews to Investigate Ruling Relations. In D. E. Smith (Ed.) Institutional Ethnography as Practice. pp. 15-44. New York: Rowman & Littlefield.
Dexter, L. A. (2006). Elite and specialized interviewing. Ecpr Press.
Edelwich, J., Brodsky, A. (1980). Burn-out: Stages of disillusionment in the helping professions. (Volume 1). Human Sciences Press New York.
Flick, U. (2014). Mapping the field. In Flick, U. The SAGE handbook of qualitative data analysis (pp. 3-18). London: SAGE
French, J. R., Caplan, R. D., Van Harrison. (1982). The mechanisms of job stress and strain (Volume 7). Chichester [Sussex]; New York: J. Wiley.
Freudenberger, H. (1974). Staff burn‐out. Journal of social issues, 30(1), page 159-165.
Gold, R. L. (1957). Roles in sociological field observations. Soc. F., 36, 21 7.
Griffith, Alison I. & Dorothy E. Smith eds. (2014). Under New Public Management: Institutional Ethnographies of Changing Front-Line Work. University of Toronto Press.
Halbesleben, J., Buckley, M. R. (2004). Burnout in organizational life. Journal of Management, 30(6), page 859-879.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), page 513-524. doi: 10.1037/0003-066X.44.3.513
Hobfoll, S. E., Lilly, R. S. (1993). Resource Conservation as a Strategy for Community Psychology [Article]. Journal of Community Psychology, 21(2), page 128-148. doi: 10.1002/1520-6629(199304)21:2<128::AID- JCOP2290210206>3.0.CO;2-5
Kalliath, T. J., O`Driscoll, M. P., Gillespie, D. F., Bluedorn, A. C. (2000). A test of the Maslach Burnout Inventory in three samples of health care professionals [Article].Work & Stress, 14(1), page 35-50.doi: 10.1080/026783700417212
Kokkinos, C. M. (2007). Job stressors, personality and burnout in primary school teachers. British Journal of Educational Psychology, 77(1), page 229-243.
Lee, R. T., Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), page 123.
Maslach-Pines, A. (2005). The Burnout Measure, Short Version. International Journal of Stress Management, 12(1), page 78-88.doi: 10.1037/1072-5245.12.1.78
Maslach, C., Jackson, S. E. (1981). The measurement of experienced burnout, 2(2), page 99-113.
Maslach, C., Jackson, S. E., Leiter, M. P. (1996). MBI: Maslach burnout inventory. CPP, Incorporated Sunnyvale (CA).
Maslach, C., Jackson, S. E., Leiter, M. P., Schaufeli, W. B., Schwab, R. L. (1986). Maslach burnout inventory (volume 21). Consulting Psychologists Press Palo Alto, CA.
Maslach, C., Schaufeli, W. B., Leiter, M. P. (2001). Job Burnout, 52(1), page 397-422. doi: 10.1146/annurev.psych.52.1.397
Patton, M. Q. (2015). Qualitative research & evaluation tools (4th ed).
Pines, A. M. (2017). Burnout: An existential perspective, Professional burnout. Routledge.
Rich, B. L., Lepine, J. A., Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance, 53(3), page 617-635.
Schabracq, M. J., Winnubst, J. A. M., Cooper, C. L. (2003). The Handbook of Work and Health Psychology.
Schaufeli, W. B., Buunk, B. P. (2003). Burnout: An overview of 25 years of research and theorizing, 2, page 282-424.
Schaufeli, W. B., Leiter, M. P., Maslach, C. (2009). Burnout: 35 years of research and practice. Career Development International, 14(3), page 204-220.doi: http://dx.doi.org/10.1108/13620430910966406
Schensul, J. J., & LeCompte, M. D. (2012). Essential ethnographic methods: A mixed methods approach (Vol. 3). Rowman Altamira.
Shirom, A. (2003). Job-related burnout: A review, Handbook of occupational health psychology, page 245-264. Washington, DC, US: American Psychological Association.
Smith, Dorothy E. (2005). Institutional Ethnography: A sociology for people. Rowman Altamira.
Smith, D. E., et al. (2006). Institutional Ethnography as Practice. Rowman & Littlefield.
Stevenson, J. G. (1994). Employee burnout and perceived social support. Journal of Health Human Resources Administration, 16, page 350-367. Thousand Oaks, CA: Sage.
Wells, J. D., Hobfoll, S. E., Lavin, J. (1999). When it Rains, it Pours: The Greater Impact of Resource Loss Compared to Gain on Psychological Distress, 25(9), page 1172-1182. doi: 10.1177/01461672992512010
王亮（2013）。海關推動簡政措施之轉變與願景。公共治理季刊，1（2），頁154-159。
王增勇、唐文慧、陳伯偉、許甘霖、徐畢卿、陳志軒&梁莉芳。（2012）。為弱勢者畫權力地圖：建制民族誌入門。原作者：Marie L. Campbell Frances Gregor。新北市：群學。
王增勇、梁莉芳、許可依、程婉若、郭姵妤、陳正芬、黃綉雯、唐文慧、張恒豪、張麗珍、黃明華、齊偉先、林昱瑄與廖珮如。（2020）。為何建制民族誌如此強大？解碼日常生活的權力遊戲。新北市：群學。
白凢芸、張隆庭（2013）。海關服務品質之研究：報關業者與海關關員觀點，7（3），頁16-32。
吳奇陽（2012）。關務人員工作輪調與工作績效關係之研究。未出版之碩士論文，台北市。
吳宗祐、鄭伯壎（2003）。組織情緒研究之回顧與前瞻。應用心理研究（19），頁137-173。
呂明蓁、林津如、唐文慧。（2007）。母職任務與學校教育的拔河。原作者：Alison I. Griffith, Dorothy E. Smith。台北市：臺灣高等教育出版社。
李旭梅、林如玉（2016）。以資源保存理論，論心理資本、幸福感與組織公民行為之關聯性。人力資源管理學報，16（1），頁69-89。doi: 10.6147/jhrm. 2016.1601.04。
李志鴻（1995）。工作倦怠的理解與詮釋-從故事出發的初步探討。輔仁大學應用心理學系，新北市。
林昱瑄(2018)。追求教學卓越？台灣高教的表現管理建制研究。台灣社會學，35，59-107。
施淑惠、楊主行（2012）。官僚對工作倦怠之影響。健行學報，32（4），頁 49-68。doi: 10.7049/jchctc.201210.0049。
洪瑞斌（2013）。職業倦怠研究在台灣之回顧與前瞻，13（3），頁107-140。doi: 10.6147/jhrm.2013.1303.04。
胡幼慧（1996）。質性研究：理論、方法及本土女性研究實例。台北：巨流。
涂欣凱（2018）。清朝政府對海關的改革－以稅務處的設立為例。史原（復刊9），頁83-105。doi: 10.6672/shiyuan.201809_(30). 0004。
莊越雯（2018）。海關集體貪瀆犯罪案件特性及其影響因素分析。刑事政策與犯罪防治研究專刊（17），頁42-53。doi: 10.6460/ CPCP.201806_(17).04。
馮天縱（2016）。公務員侵權行為於國家賠償責任爭議之實證研究－以海關國家賠償爭議案件為中心。中原大學財經法律研究所學位論文。
廖秀春（2017）。我國現行海關查緝走私法律問題之探討。中原大學財經法律研究所學位論文。
陳美志（2001）。工作生活品質對組織承諾影響之研究─以關務人員為例。國立政治大學公共行政學系研究所學位論文。
許可依（2017）。家暴社工，我們為什麼要「演戲」？—家暴安全網的建制民族誌分析。政治大學社會工作研究所碩士論文。
劉雅惠（2011）。教師工作倦怠之探究。學校政雙月刊（73），頁200-221。
蔡玉梅（2013）。近年來海關重大緝案發生比率情形之分析。台北科技大學工業工程與管理系EMBA班學位論文。
蔡麗芬（2012）。關務人員之組織承諾與知識分享意願關係之探討：激勵制度及組織公民行為之調節作用。
蕭武桐（2008）。我國關務人事制度之研究。財政部。
蕭瑞麟（2017）。不用數字的研究：質性研究的思辨脈絡。台北：五南學術原創系列。
戴輝煌、蔡宗哲（2013）。影響我國海關人員驗估作業之衝擊因素探討。運輸學刊，25（4），頁537-572。
蘇文賢、江吟梓（譯）（2010）。基層官僚：公職人員的困境（初版1刷）（Michael Lipsky原著）。臺北市：學富文化。
陳敦源、吳舜文、陳揚中與王光旭（2018）。從資源保存理論檢視基層衛生人員職業倦怠因素：以公共服務動機為調節變數。台灣政治學會，變動中的大國關係與民主治理。2018年台灣政治學會(TPSA)年會，淡江大學。
描述 碩士
國立政治大學
公共行政學系
106256030
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0106256030
資料類型 thesis
dc.contributor.advisor 黃東益zh_TW
dc.contributor.author (Authors) 陳怡如zh_TW
dc.creator (作者) 陳怡如zh_TW
dc.date (日期) 2020en_US
dc.date.accessioned 3-Aug-2020 18:03:19 (UTC+8)-
dc.date.available 3-Aug-2020 18:03:19 (UTC+8)-
dc.date.issued (上傳時間) 3-Aug-2020 18:03:19 (UTC+8)-
dc.identifier (Other Identifiers) G0106256030en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/131138-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 公共行政學系zh_TW
dc.description (描述) 106256030zh_TW
dc.description.abstract (摘要) 工作倦怠是職場常見的疾病之一，關務人員肩負國家邊境查緝與稅費稽徵。其倦怠不僅會造成個人身心方面的疾病，更會影響政府服務品質甚至損害公共利益。本文研究目的旨在探究海關人員工作倦怠之情形，並還原其工作現場與真實，從而解構關務業務與倦怠的連結。
本文採用建制民族誌為研究方法，透過參與觀察與訪談法 並藉由斷裂經驗、工作知識與文本等論述，呈現關務工作的內涵並分析關員倦怠的情形與成因。
研究結果顯示，導致關員倦怠的主因為工作內容與輪班/論調制度。在工作方面，專業的要求、繁雜的執勤法規與被檢調偵辦的風險，皆會造成關員的倦怠；在輪班制度方面，部分關員反映健康狀況受影響，且現行制度產生超量的加班時數，已符合勞動部對過勞的定義；輪調制度方面，關員的不公平感明顯，機關內部有勞逸不均的現象。
關員倦怠的因素是綜合性的，因此本文建議管理者先從修改內部規定、改善輪班制度與建立公平且透明的輪調制度做起，營造一個安全且鼓勵關員勇於任事的職場。		zh_TW
dc.description.abstract (摘要) Burnout is a common illness in the occupational context. Customs administration in Taiwan is in charge of border force and taxation. Burnout among the Customs officers not only causes physical and mental illness but also affects the quality of government services and even damages the public interest. Therefore, this study aimed to explore the state of burnout in Customs and demonstrate the actual working contexts and the connection between Customs and job burnout.
Institutional Ethnography was applied in the study as the analytical approach. Through observing and interviewing, I collected the disjuncture of experiences, working process, and texts in Customs to examine the cause and effect of burnout in Customs officers.
The results revealed that the major causes of burnout in Customs were work contents, the shifts system, and the rotating system. Firstly, the job demanding of professions, complicated regulations, and the risk of being prosecuted led to deteriorating health condition of Custom officers. Secondly, the shifts system brought about exceeding extra working hours, and that affected officers’ physical condition. Lastly, the rotating system was not equitable and resulted in uneven allocation of work.
Causes of burnout in Customs are tangled. To build a safe and encouraging workplace, I suggest that the personnel managers start from amending the handbook, improving the shifts system, and creating a more equitable rotating system.		en_US
dc.description.tableofcontents 第一章 緣起 1
第一節「累」的迫降 2
第二節 問題意識的起點 5
第二章 文獻回顧 10
第一節 工作倦怠（Burnout) 10
第二節 海關相關研究回顧 17
第三節 以建制民族誌作為研究方法的相關研究 20
第三章 研究方法 26
第一節 以身為度，如是我做 26
第二節 研究架構與流程 31
第三節 資料收集與分析 34
第四章 漫遊在海關的左心房 38
第一節 海關的工作知識與實況 38
第二節 今日海關，明日被關？ 49
第三節 累了、淚了 52
第五章 關員與「累」的距離 56
第一節 解構海關關員的倦怠意識 56
第二節 海關工作的支配關係 62
第六章 結論與省思 64
第一節 研究結果與討論 64
第二節 實務建議 69
第三節 研究限制與未來建議 73
第四節 省思 74
附錄一 76
其他附錄 77
參考文獻 78		zh_TW
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0106256030en_US
dc.subject (關鍵詞) 海關zh_TW
dc.subject (關鍵詞) 工作倦怠zh_TW
dc.subject (關鍵詞) 建制民族誌zh_TW
dc.subject (關鍵詞) Customsen_US
dc.subject (關鍵詞) Burnouten_US
dc.subject (關鍵詞) Institutional Ethnographyen_US
dc.title (題名) 海關工作倦怠之探究−以建制民族誌觀點分析zh_TW
dc.title (題名) The study of burnout in Customs Administration–A perspective of Institutional Ethnographyen_US
dc.type (資料類型) thesisen_US
dc.relation.reference (參考文獻) Bakker, A. B., Demerouti, E. (2007).The job demands resources model: State of the art. Journal of managerial psychology, 22(3), page 309-328.
Bakker, A. B., Demerouti, E., de Boer, E., Schaufeli, W. B. (2003).Job demands and job resources as predictors of absence duration and frequency.Journal of Vocational Behavior,62(2), page 341-356.doi: https://doi.org/10.1016/S0001-8791(02) 00030-1.
Bakker, A. B., Demerouti, E., Sanz Vergel. (2014).Burnout and work engagement: The JD R approach,1(1), page 389-411.
Bakker, A. B., Demerouti, E., Verbeke, W. (2004).Using the job demands resources model to predict burnout and performance,43(1), page 83-104.doi:10.1002/hrm.20004.
Byrne, B. M. (1993).The Maslach Burnout Inventory: Testing for factorial validity and invariance across elementary, intermediate and secondary teachers [Article]. Journal of Occupational & Organizational Psychology, 66(3), page 197-212.
Campbell, Marie and Francis Gregor (2004). Mapping social relations: A Primer in Doing Institutional Ethnography. Walnut Creek: AltaMira Press.
Carson, J. (2001).The burnout companion to study and practice: A critical analysis [Book Review]. Journal of Occupational & Organizational Psychology, 74(1), page 111-112.
Cordes, C. L., Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of management review,18(4), page 621-656.
Dawis, R. V. (2005). The Minnesota Theory of Work Adjustment, career development and counseling: Putting theory and research to work. Hoboken, NJ, US: John Wiley & Sons Inc.
Dawis, R. V., Lofquist, L. H. (1984). A psychological theory of work adjustment: An individual differences model and its application.
Deligkaris, P., Panagopoulou, E., Montgomery, A. J., Masoura, E. (2014). Job burnout and cognitive functioning: A systematic review [Review].Work and Stress, 28(2), page 107-123.doi: 10.1080/02678373.2014.909545.
DeMarrais, K. B., & Lapan, S. D. (2003). Qualitative interview studies: Learning through experience. In Foundations for research (pp. 67-84). Routledge.
Demerouti, E., Bakker, A. B., Nachreiner, F., Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied psychology, 86(3), page 499.
DeVault, M. and McCoy, L. (2002). Institutional Ethnography: Using Interviews to Investigate Ruling Relations. In: Gubrium, J. and Holstein, J., Eds., Handbook of Interview Research: Context & Method, Sage, Thousand Oaks, 751-776.
DeVault, L. and L. McCoy (2006). Institutional Ethnography: Using Interviews to Investigate Ruling Relations. In D. E. Smith (Ed.) Institutional Ethnography as Practice. pp. 15-44. New York: Rowman & Littlefield.
Dexter, L. A. (2006). Elite and specialized interviewing. Ecpr Press.
Edelwich, J., Brodsky, A. (1980). Burn-out: Stages of disillusionment in the helping professions. (Volume 1). Human Sciences Press New York.
Flick, U. (2014). Mapping the field. In Flick, U. The SAGE handbook of qualitative data analysis (pp. 3-18). London: SAGE
French, J. R., Caplan, R. D., Van Harrison. (1982). The mechanisms of job stress and strain (Volume 7). Chichester [Sussex]; New York: J. Wiley.
Freudenberger, H. (1974). Staff burn‐out. Journal of social issues, 30(1), page 159-165.
Gold, R. L. (1957). Roles in sociological field observations. Soc. F., 36, 21 7.
Griffith, Alison I. & Dorothy E. Smith eds. (2014). Under New Public Management: Institutional Ethnographies of Changing Front-Line Work. University of Toronto Press.
Halbesleben, J., Buckley, M. R. (2004). Burnout in organizational life. Journal of Management, 30(6), page 859-879.
Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44(3), page 513-524. doi: 10.1037/0003-066X.44.3.513
Hobfoll, S. E., Lilly, R. S. (1993). Resource Conservation as a Strategy for Community Psychology [Article]. Journal of Community Psychology, 21(2), page 128-148. doi: 10.1002/1520-6629(199304)21:2<128::AID- JCOP2290210206>3.0.CO;2-5
Kalliath, T. J., O`Driscoll, M. P., Gillespie, D. F., Bluedorn, A. C. (2000). A test of the Maslach Burnout Inventory in three samples of health care professionals [Article].Work & Stress, 14(1), page 35-50.doi: 10.1080/026783700417212
Kokkinos, C. M. (2007). Job stressors, personality and burnout in primary school teachers. British Journal of Educational Psychology, 77(1), page 229-243.
Lee, R. T., Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), page 123.
Maslach-Pines, A. (2005). The Burnout Measure, Short Version. International Journal of Stress Management, 12(1), page 78-88.doi: 10.1037/1072-5245.12.1.78
Maslach, C., Jackson, S. E. (1981). The measurement of experienced burnout, 2(2), page 99-113.
Maslach, C., Jackson, S. E., Leiter, M. P. (1996). MBI: Maslach burnout inventory. CPP, Incorporated Sunnyvale (CA).
Maslach, C., Jackson, S. E., Leiter, M. P., Schaufeli, W. B., Schwab, R. L. (1986). Maslach burnout inventory (volume 21). Consulting Psychologists Press Palo Alto, CA.
Maslach, C., Schaufeli, W. B., Leiter, M. P. (2001). Job Burnout, 52(1), page 397-422. doi: 10.1146/annurev.psych.52.1.397
Patton, M. Q. (2015). Qualitative research & evaluation tools (4th ed).
Pines, A. M. (2017). Burnout: An existential perspective, Professional burnout. Routledge.
Rich, B. L., Lepine, J. A., Crawford, E. R. (2010). Job engagement: Antecedents and effects on job performance, 53(3), page 617-635.
Schabracq, M. J., Winnubst, J. A. M., Cooper, C. L. (2003). The Handbook of Work and Health Psychology.
Schaufeli, W. B., Buunk, B. P. (2003). Burnout: An overview of 25 years of research and theorizing, 2, page 282-424.
Schaufeli, W. B., Leiter, M. P., Maslach, C. (2009). Burnout: 35 years of research and practice. Career Development International, 14(3), page 204-220.doi: http://dx.doi.org/10.1108/13620430910966406
Schensul, J. J., & LeCompte, M. D. (2012). Essential ethnographic methods: A mixed methods approach (Vol. 3). Rowman Altamira.
Shirom, A. (2003). Job-related burnout: A review, Handbook of occupational health psychology, page 245-264. Washington, DC, US: American Psychological Association.
Smith, Dorothy E. (2005). Institutional Ethnography: A sociology for people. Rowman Altamira.
Smith, D. E., et al. (2006). Institutional Ethnography as Practice. Rowman & Littlefield.
Stevenson, J. G. (1994). Employee burnout and perceived social support. Journal of Health Human Resources Administration, 16, page 350-367. Thousand Oaks, CA: Sage.
Wells, J. D., Hobfoll, S. E., Lavin, J. (1999). When it Rains, it Pours: The Greater Impact of Resource Loss Compared to Gain on Psychological Distress, 25(9), page 1172-1182. doi: 10.1177/01461672992512010
王亮（2013）。海關推動簡政措施之轉變與願景。公共治理季刊，1（2），頁154-159。
王增勇、唐文慧、陳伯偉、許甘霖、徐畢卿、陳志軒&梁莉芳。（2012）。為弱勢者畫權力地圖：建制民族誌入門。原作者：Marie L. Campbell Frances Gregor。新北市：群學。
王增勇、梁莉芳、許可依、程婉若、郭姵妤、陳正芬、黃綉雯、唐文慧、張恒豪、張麗珍、黃明華、齊偉先、林昱瑄與廖珮如。（2020）。為何建制民族誌如此強大？解碼日常生活的權力遊戲。新北市：群學。
白凢芸、張隆庭（2013）。海關服務品質之研究：報關業者與海關關員觀點，7（3），頁16-32。
吳奇陽（2012）。關務人員工作輪調與工作績效關係之研究。未出版之碩士論文，台北市。
吳宗祐、鄭伯壎（2003）。組織情緒研究之回顧與前瞻。應用心理研究（19），頁137-173。
呂明蓁、林津如、唐文慧。（2007）。母職任務與學校教育的拔河。原作者：Alison I. Griffith, Dorothy E. Smith。台北市：臺灣高等教育出版社。
李旭梅、林如玉（2016）。以資源保存理論，論心理資本、幸福感與組織公民行為之關聯性。人力資源管理學報，16（1），頁69-89。doi: 10.6147/jhrm. 2016.1601.04。
李志鴻（1995）。工作倦怠的理解與詮釋-從故事出發的初步探討。輔仁大學應用心理學系，新北市。
林昱瑄(2018)。追求教學卓越？台灣高教的表現管理建制研究。台灣社會學，35，59-107。
施淑惠、楊主行（2012）。官僚對工作倦怠之影響。健行學報，32（4），頁 49-68。doi: 10.7049/jchctc.201210.0049。
洪瑞斌（2013）。職業倦怠研究在台灣之回顧與前瞻，13（3），頁107-140。doi: 10.6147/jhrm.2013.1303.04。
胡幼慧（1996）。質性研究：理論、方法及本土女性研究實例。台北：巨流。
涂欣凱（2018）。清朝政府對海關的改革－以稅務處的設立為例。史原（復刊9），頁83-105。doi: 10.6672/shiyuan.201809_(30). 0004。
莊越雯（2018）。海關集體貪瀆犯罪案件特性及其影響因素分析。刑事政策與犯罪防治研究專刊（17），頁42-53。doi: 10.6460/ CPCP.201806_(17).04。
馮天縱（2016）。公務員侵權行為於國家賠償責任爭議之實證研究－以海關國家賠償爭議案件為中心。中原大學財經法律研究所學位論文。
廖秀春（2017）。我國現行海關查緝走私法律問題之探討。中原大學財經法律研究所學位論文。
陳美志（2001）。工作生活品質對組織承諾影響之研究─以關務人員為例。國立政治大學公共行政學系研究所學位論文。
許可依（2017）。家暴社工，我們為什麼要「演戲」？—家暴安全網的建制民族誌分析。政治大學社會工作研究所碩士論文。
劉雅惠（2011）。教師工作倦怠之探究。學校政雙月刊（73），頁200-221。
蔡玉梅（2013）。近年來海關重大緝案發生比率情形之分析。台北科技大學工業工程與管理系EMBA班學位論文。
蔡麗芬（2012）。關務人員之組織承諾與知識分享意願關係之探討：激勵制度及組織公民行為之調節作用。
蕭武桐（2008）。我國關務人事制度之研究。財政部。
蕭瑞麟（2017）。不用數字的研究：質性研究的思辨脈絡。台北：五南學術原創系列。
戴輝煌、蔡宗哲（2013）。影響我國海關人員驗估作業之衝擊因素探討。運輸學刊，25（4），頁537-572。
蘇文賢、江吟梓（譯）（2010）。基層官僚：公職人員的困境（初版1刷）（Michael Lipsky原著）。臺北市：學富文化。
陳敦源、吳舜文、陳揚中與王光旭（2018）。從資源保存理論檢視基層衛生人員職業倦怠因素：以公共服務動機為調節變數。台灣政治學會，變動中的大國關係與民主治理。2018年台灣政治學會(TPSA)年會，淡江大學。		zh_TW
dc.identifier.doi (DOI) 10.6814/NCCU202001058en_US