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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 3-八月-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]. 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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: SAGEFrench, J. R., Caplan, R. D., Van Harrison. (1982). The mechanisms of job stress and strain (Volume 7). 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A test of the Maslach Burnout Inventory in three samples of health care professionals [Article].Work & Stress, 14(1), page 35-50.doi: 10.1080/026783700417212Kokkinos, 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: 10.1037/1072-5245.12.1.78Maslach, 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). 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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 (作者) 陳怡如 zh_TW dc.creator (作者) 陳怡如 zh_TW dc.date (日期) 2020 en_US dc.date.accessioned 3-八月-2020 18:03:19 (UTC+8) - dc.date.available 3-八月-2020 18:03:19 (UTC+8) - dc.date.issued (上傳時間) 3-八月-2020 18:03:19 (UTC+8) - dc.identifier (其他 識別碼) G0106256030 en_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) 106256030 zh_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/#G0106256030 en_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) Customs en_US dc.subject (關鍵詞) Burnout en_US dc.subject (關鍵詞) Institutional Ethnography en_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 Ethnography en_US dc.type (資料類型) thesis en_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). 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