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題名 組織內不同支持來源與員工情緒耗竭關係之研究
The effects of different sources of support within the organization on employees emotional exhaustion
作者 張齡之
Chang, Ling Chin
貢獻者 胡昌亞
Hu, Changya
張齡之
Chang, Ling Chin
關鍵詞 工作壓力
知覺組織支持
工作要求
工作資源
Occupational Stress,
Job Resources
Job Demands
Coworker Support
Supervisor Support
Perceived Organizational Support
日期 2010
上傳時間 3-Sep-2013 14:42:57 (UTC+8)
摘要 Using the Job Demands – Resources Model, this study investigates the moderating role of support in the organization, such as coworker, supervisor, and perceived organizational support, in attenuating the relationship between emotional job demand and employees’ emotional exhaustion.

A series of hierarchical regression analysis on 237 respondents indicate that emotional job demand is negatively related to emotional exhaustion. With respect to the moderating role of support variables, although both instrumental and emotional support from supervisors are shown to moderate the relationship between emotional job demand and emotional exhaustion, only instrumental support is associated with lower levels of emotional exhaustion. This finding provides evidence for the buffering effect. Findings indicate several promising theoretical and managerial implications, and suggestions for future research.
參考文獻 Antonovski, A. (1987). Unraveling the mystery of health. How people manage stress and stay well. San Francisco: Josse-Bass.
Armstrong-Stassen, M. (2004). The influence of prior commitment on the reactions of layoff survivors to organizational downsizing. Journal of Occupational Health Psychology, 9, 46 – 60.
Bakker, A. B., Demerouti, E. & Taris, T., Schaufeli, W. B., & Schreurs, P. (2003). A multi-group analysis of the job demands-resources model in four home care organizations. International Journal of Stress Management, 10, 16 – 38.
Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands-resources model to predict burnout and performance, Human Resource Management, 43, 83 – 104.
Beehr, T. A. (1985). The role of social support in coping with organizational stress. In Human Stress and Cognition in Organizations: An Integrated Perspective, Beehr, T. A., & Bhagat, R. S. (Eds.), Wiley: New York.
Beehr, T. A. (1998). An organizational psychology meta-model of occupational stress. In Cooper, & Cary L. (Eds.), Theories of Organizational Stress. New York: Oxford University.
Beehr, T. A., & Newman, J. B. (1978). Job stress, employee health, and organizational effectiveness: A facet analysis, model, ad literature review. Personnel Psychology, 31, 365 – 399.
Blau, P. M. (1964). Exchange and power in social life. New York: Wiley.
Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross Cultural Psychology, 1(3), 185 – 216.
Broadhead, W. E., Kaplan, B. H., James, S. A., Wagner, E. H., Schoenbach, V. J., Grimson, R., Heyden, S., Tibblin, G., & Gehlbach, S. H. (1983). The epidemiologic evidence for a relationship between social support and health. American Journal of Epidemiology, 117, 521 – 537.
Cammann, C., Fichman, M., Jenkins, G. FD., & Klesh, J. R. (1983). Assessing the attitudes and perceptions of organizational members. In E. E. L. S. E. Seashore P. H. Mirvis & C. Cammann (Ed.), Assessing organizational change. New York: John Wiley.
Caplan, R. O., Cobb, S., French, J. R. P., Van Harrison, R., & Pinneau, S. R. (1975). Job demands and worker health: Main effects and occupational differences. Washington DC: U.S. Government Printing Office.
Cheng, B. S., Jiang, D. Y., & Riley, H. J. (2003). Organizational commitment, supervisory commitment, and employee outcomes in Chinese context: Proximal hypothesis or global hypothesis? Journal of Organizational Behavior, 24, 313 – 334.
Cheng, Y, Luh, W.M., & Guo, Y.L. (2002). Reliability and validity of the Chinese version of the Job Content Questionnaire (C-JCQ) in Taiwanese workers. International Journal of Behavioral Medicine, 10, 15 – 30.
Chisholm, R. F., Kasl, S. F., & Mueller, L. (1986). The effects of social support on nuclear worker responses on the Three Mile Island accident. Journal of Occupational Behavior, 7, 179 – 193.
Cobb, S. (1976). Social support as a moderator of life stress. Psychosomatic Medicine, 38, 300 – 314.
Cooper, C. L., Dewe, P. J., & O’Driscoll, M. P. (2001). Organizational Stress: A Review and Critique of Theory, Research, and Applications. California: Sage Publications.
Chou, R. T., & Robert, S. A. (2008). Workplace support, role overload, and job satisfaction of direct care workers in assisted living. Journal of Health and Social Behavior, 49(2), 208 – 222.
Cropanzano, R., Howes, J. C., Grandey, A. A., & Toth, P. (1997). The relationship of organizational politics and support to work behaviors, attitudes and stress. Journal of Organizational Behavior, 18, 159 – 180.
Cropanzano, R., Rupp, D. E., & Byrne, Z. S. (2003). The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of Applied Psychology, 88, 160 – 169.
Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2000). A model of burnout and life satisfaction among nurses. Journal of Advanced Nursing, 32, 454 – 464.
Demerouti, E., Bakker, A. B., Nachreiner, F. & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86, 499 - 512.
Dewe, P. J., & Guest, D. E. (1990). Methods of coping with stress at work: A conceptual analysis and empirical study of measurement issues. Journal of Organizational Behavior, 11, 135 – 150.
Ducharme, L. J., & Martin, J. K. (2000). Unrewarding work, coworker support, and job satisfaction. Work and Occupations, 27, 223 – 243.
Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P., & Rhoades, L.(2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86, 42–51.
Eisenberger, R., & Huntington, R. (1986). Perceived organizational support. Journal of Applied Psychology, 71, 500 – 507.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support and employee diligence, commitment, and innovation. Journal of Applied Psychology, 75, 51 – 59.
Eisenberger, R., Roades, L., & Cameron, J. (1999). Does pay for performance increase or decrease perceived self-determination and intrinsic motivation? Journal of Personality and Social Psychology, 77, 1026 – 1040.
Fandt, P. M., & Ferris, G. R. (1990). The management of information and impressions: When employees behave opportunistically. Organization Behavior and Human Decision Process, 45, 140 – 158.
Fenlason K. J. and Beehr T. A. (1994), Social support and occupational stress: The effects of talking to others. Journal of Organizational Behavior, 15, 157 – 175.
Ferris, G. R., & Kacmar, K. M. (1992). Perceptions of organizational politics. Journal of Management, 18, 93 – 116.
French, J. R. P. Jr. (1973). Person-role fit, Occupational Mental Health, 3, 15 – 30.
French, J. R. P., Jr., & Kahn, R. L. (1962). A programmatic approach to studying the industrial environment and mental health. Journal of Social Issues, 18, 1 – 47.
French, J. R. P., Jr., Roger, W., & Cobbs, S. (1974). Adjustment as a person-environment fit. In D. A. H. G. U. Coehlo, & J. E. Adams (Ed.), Coping and adaptation. New York: Basic Books.
George, J. M., Reed, T. F., Ballard, K. A., Colin, J., & Fielding, J. (1993). Contact with aids patients as a source of work-related distress: Effects of organizational and social support. Academy of Management Journal, 36, 157 – 171.
Gore, S. (1973). The influence of social support and related variables in ameliorating the consequences of job loss. Unpublished doctoral dissertation, University of Texas at Austin.
Gottlieb, B. (1985). Social support and community mental health. In Cohen, S. & Syme, S. L. (Eds.), Social support and health. New York: Academic Press.
Grandey, A.A., & Fisk, G.M. (2005). Display rules and strain in service jobs: What’s fairness got to do with it? In P.M. Perrewe´ & D.C. Ganster (Eds.), Research in occupational stress and well-being: Exploring interpersonal dynamics. Amsterdam, The Netherlands: Elsevier
Grouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25, 161 – 178.
Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16, 250 – 279.
Hackman, J. R., & Oldham, G. R. (1980). Work Redesign, Reading, MA: Addison-Wesley.
Hall, D. T., & Mansfield, R. Organizational and individual response to external stress. Administrative Science Quarterly, 1971, 16, 533 – 547.
House, J. S. (1981). Work stress and social support. Reading, MA: Addison-Wesley.
House, J. S., & Kahn, R. L. (1985). Measures and concepts of social support. In Cohen, S. & Syme, S. L. (Eds.), Social support and health. New York: Academic Press.
Jayaratne, S., & Chess, W. A. (1984). The effects of emotional support on perceived job stress and strain. Journal of Applied Behavioral Science, 20, 141 – 153.
Jenkins, R., & Elliott, P. (2004). Stressors, burnout and social support : Nurses in acute mental health settings. Journal of Advance Nursing, 48, 622 – 631.
Johnson, J. V., Hall, E. M. (1988). Job strain, workplace social support and cardiovascular disease: a cross-sectional study of a random sample of Swedish working population, American Journal of Public Health, 78, 1336 – 1342.
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描述 碩士
國立政治大學
企業管理研究所
98355066
99
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0098355066
資料類型 thesis
dc.contributor.advisor 胡昌亞zh_TW
dc.contributor.advisor Hu, Changyaen_US
dc.contributor.author (Authors) 張齡之zh_TW
dc.contributor.author (Authors) Chang, Ling Chinen_US
dc.creator (作者) 張齡之zh_TW
dc.creator (作者) Chang, Ling Chinen_US
dc.date (日期) 2010en_US
dc.date.accessioned 3-Sep-2013 14:42:57 (UTC+8)-
dc.date.available 3-Sep-2013 14:42:57 (UTC+8)-
dc.date.issued (上傳時間) 3-Sep-2013 14:42:57 (UTC+8)-
dc.identifier (Other Identifiers) G0098355066en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/59793-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所zh_TW
dc.description (描述) 98355066zh_TW
dc.description (描述) 99zh_TW
dc.description.abstract (摘要) Using the Job Demands – Resources Model, this study investigates the moderating role of support in the organization, such as coworker, supervisor, and perceived organizational support, in attenuating the relationship between emotional job demand and employees’ emotional exhaustion.

A series of hierarchical regression analysis on 237 respondents indicate that emotional job demand is negatively related to emotional exhaustion. With respect to the moderating role of support variables, although both instrumental and emotional support from supervisors are shown to moderate the relationship between emotional job demand and emotional exhaustion, only instrumental support is associated with lower levels of emotional exhaustion. This finding provides evidence for the buffering effect. Findings indicate several promising theoretical and managerial implications, and suggestions for future research.		zh_TW
dc.description.tableofcontents Abstract………………………………………………………i
Acknowledgements……………………………………………ii
Chapter 1.Introduction………………………………………1
1.1 Research Background and Motives……………1
1.2 Research Objectives……………………………4
Chapter 2. Literature Review………………………………5
2.1 Occupational Stress…………………………………………………………..5
2.1.1 The Definition of Occupational Stress………………………………..5
2.1.2 The Job Demand – Resources Model……………………………….7
2.2 Social Support………………………………………………………………10
2.2.1 The Definition of Social Support……………………………………10
2.2.2. Social Support and Stress………………………………………….11
2.3 Perceived Organizational Support…………………………………………13
2.3.1 The Definition of Perceived Organizational Support……………..…13
2.3.2 Perceived Organizational Support and Stress……………………….14
2.4 Research Framework……………………………………………………..…16
Chapter 3. Research Methodology…………………………………………………18
3.1 Sample and Procedure…………………………………………………….18
3.2 Measurement Tools…………………………………………………………20
3.3 Data Analysis………………………………………………………………..23
Chapter 4. Results…………………………………………………………………....24
4.1 Demographic Characteristics……………………………………………….24
4.2. Correlation Analysis………………………………………………………..27
4.2.1 Descriptive Statistics……………………………………………….27
4.2.2 Correlation Coefficients……………………………………………28
4.3 Hypothesis Testing………………………………………………………….30
4.3.1 Analysis of the Relationship between Emotional Job Demand
and Emotional Exhaustion...................................................................30
4.3.2 Analysis of Support Variables as Moderators between Emotional
Job Demand and Emotional Exhaustion…………………………..…32
Chapter 5. Discussion…………………………………………………………..….37
5.1 Summary……………………………………………………………………37
5.2 Theoretical and Managerial Implications…………………………………...40
5.2.1 Theoretical Implications…………………………………………..…40
5.2.2 Managerial Implications……………………………………………..40
5.3 Research Limitations and Suggestions for Future Research…..……………41
Reference…………………………………………………………………………..43
Appendix…………………………………………………………………………53		zh_TW
dc.format.extent 875194 bytes-
dc.format.extent 875194 bytes-
dc.format.mimetype application/pdf-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0098355066en_US
dc.subject (關鍵詞) 工作壓力zh_TW
dc.subject (關鍵詞) 知覺組織支持zh_TW
dc.subject (關鍵詞) 工作要求zh_TW
dc.subject (關鍵詞) 工作資源zh_TW
dc.subject (關鍵詞) Occupational Stress,en_US
dc.subject (關鍵詞) Job Resourcesen_US
dc.subject (關鍵詞) Job Demandsen_US
dc.subject (關鍵詞) Coworker Supporten_US
dc.subject (關鍵詞) Supervisor Supporten_US
dc.subject (關鍵詞) Perceived Organizational Supporten_US
dc.title (題名) 組織內不同支持來源與員工情緒耗竭關係之研究zh_TW
dc.title (題名) The effects of different sources of support within the organization on employees emotional exhaustionen_US
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) Antonovski, A. (1987). Unraveling the mystery of health. How people manage stress and stay well. San Francisco: Josse-Bass.
Armstrong-Stassen, M. (2004). The influence of prior commitment on the reactions of layoff survivors to organizational downsizing. Journal of Occupational Health Psychology, 9, 46 – 60.
Bakker, A. B., Demerouti, E. & Taris, T., Schaufeli, W. B., & Schreurs, P. (2003). A multi-group analysis of the job demands-resources model in four home care organizations. International Journal of Stress Management, 10, 16 – 38.
Bakker, A. B., Demerouti, E., & Verbeke, W. (2004). Using the job demands-resources model to predict burnout and performance, Human Resource Management, 43, 83 – 104.
Beehr, T. A. (1985). The role of social support in coping with organizational stress. In Human Stress and Cognition in Organizations: An Integrated Perspective, Beehr, T. A., & Bhagat, R. S. (Eds.), Wiley: New York.
Beehr, T. A. (1998). An organizational psychology meta-model of occupational stress. In Cooper, & Cary L. (Eds.), Theories of Organizational Stress. New York: Oxford University.
Beehr, T. A., & Newman, J. B. (1978). Job stress, employee health, and organizational effectiveness: A facet analysis, model, ad literature review. Personnel Psychology, 31, 365 – 399.
Blau, P. M. (1964). Exchange and power in social life. New York: Wiley.
Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross Cultural Psychology, 1(3), 185 – 216.
Broadhead, W. E., Kaplan, B. H., James, S. A., Wagner, E. H., Schoenbach, V. J., Grimson, R., Heyden, S., Tibblin, G., & Gehlbach, S. H. (1983). The epidemiologic evidence for a relationship between social support and health. American Journal of Epidemiology, 117, 521 – 537.
Cammann, C., Fichman, M., Jenkins, G. FD., & Klesh, J. R. (1983). Assessing the attitudes and perceptions of organizational members. In E. E. L. S. E. Seashore P. H. Mirvis & C. Cammann (Ed.), Assessing organizational change. New York: John Wiley.
Caplan, R. O., Cobb, S., French, J. R. P., Van Harrison, R., & Pinneau, S. R. (1975). Job demands and worker health: Main effects and occupational differences. Washington DC: U.S. Government Printing Office.
Cheng, B. S., Jiang, D. Y., & Riley, H. J. (2003). Organizational commitment, supervisory commitment, and employee outcomes in Chinese context: Proximal hypothesis or global hypothesis? Journal of Organizational Behavior, 24, 313 – 334.
Cheng, Y, Luh, W.M., & Guo, Y.L. (2002). Reliability and validity of the Chinese version of the Job Content Questionnaire (C-JCQ) in Taiwanese workers. International Journal of Behavioral Medicine, 10, 15 – 30.
Chisholm, R. F., Kasl, S. F., & Mueller, L. (1986). The effects of social support on nuclear worker responses on the Three Mile Island accident. Journal of Occupational Behavior, 7, 179 – 193.
Cobb, S. (1976). Social support as a moderator of life stress. Psychosomatic Medicine, 38, 300 – 314.
Cooper, C. L., Dewe, P. J., & O’Driscoll, M. P. (2001). Organizational Stress: A Review and Critique of Theory, Research, and Applications. California: Sage Publications.
Chou, R. T., & Robert, S. A. (2008). Workplace support, role overload, and job satisfaction of direct care workers in assisted living. Journal of Health and Social Behavior, 49(2), 208 – 222.
Cropanzano, R., Howes, J. C., Grandey, A. A., & Toth, P. (1997). The relationship of organizational politics and support to work behaviors, attitudes and stress. Journal of Organizational Behavior, 18, 159 – 180.
Cropanzano, R., Rupp, D. E., & Byrne, Z. S. (2003). The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of Applied Psychology, 88, 160 – 169.
Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2000). A model of burnout and life satisfaction among nurses. Journal of Advanced Nursing, 32, 454 – 464.
Demerouti, E., Bakker, A. B., Nachreiner, F. & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86, 499 - 512.
Dewe, P. J., & Guest, D. E. (1990). Methods of coping with stress at work: A conceptual analysis and empirical study of measurement issues. Journal of Organizational Behavior, 11, 135 – 150.
Ducharme, L. J., & Martin, J. K. (2000). Unrewarding work, coworker support, and job satisfaction. Work and Occupations, 27, 223 – 243.
Eisenberger, R., Armeli, S., Rexwinkel, B., Lynch, P., & Rhoades, L.(2001). Reciprocation of perceived organizational support. Journal of Applied Psychology, 86, 42–51.
Eisenberger, R., & Huntington, R. (1986). Perceived organizational support. Journal of Applied Psychology, 71, 500 – 507.
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support and employee diligence, commitment, and innovation. Journal of Applied Psychology, 75, 51 – 59.
Eisenberger, R., Roades, L., & Cameron, J. (1999). Does pay for performance increase or decrease perceived self-determination and intrinsic motivation? Journal of Personality and Social Psychology, 77, 1026 – 1040.
Fandt, P. M., & Ferris, G. R. (1990). The management of information and impressions: When employees behave opportunistically. Organization Behavior and Human Decision Process, 45, 140 – 158.
Fenlason K. J. and Beehr T. A. (1994), Social support and occupational stress: The effects of talking to others. Journal of Organizational Behavior, 15, 157 – 175.
Ferris, G. R., & Kacmar, K. M. (1992). Perceptions of organizational politics. Journal of Management, 18, 93 – 116.
French, J. R. P. Jr. (1973). Person-role fit, Occupational Mental Health, 3, 15 – 30.
French, J. R. P., Jr., & Kahn, R. L. (1962). A programmatic approach to studying the industrial environment and mental health. Journal of Social Issues, 18, 1 – 47.
French, J. R. P., Jr., Roger, W., & Cobbs, S. (1974). Adjustment as a person-environment fit. In D. A. H. G. U. Coehlo, & J. E. Adams (Ed.), Coping and adaptation. New York: Basic Books.
George, J. M., Reed, T. F., Ballard, K. A., Colin, J., & Fielding, J. (1993). Contact with aids patients as a source of work-related distress: Effects of organizational and social support. Academy of Management Journal, 36, 157 – 171.
Gore, S. (1973). The influence of social support and related variables in ameliorating the consequences of job loss. Unpublished doctoral dissertation, University of Texas at Austin.
Gottlieb, B. (1985). Social support and community mental health. In Cohen, S. & Syme, S. L. (Eds.), Social support and health. New York: Academic Press.
Grandey, A.A., & Fisk, G.M. (2005). Display rules and strain in service jobs: What’s fairness got to do with it? In P.M. Perrewe´ & D.C. Ganster (Eds.), Research in occupational stress and well-being: Exploring interpersonal dynamics. Amsterdam, The Netherlands: Elsevier
Grouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25, 161 – 178.
Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16, 250 – 279.
Hackman, J. R., & Oldham, G. R. (1980). Work Redesign, Reading, MA: Addison-Wesley.
Hall, D. T., & Mansfield, R. Organizational and individual response to external stress. Administrative Science Quarterly, 1971, 16, 533 – 547.
House, J. S. (1981). Work stress and social support. Reading, MA: Addison-Wesley.
House, J. S., & Kahn, R. L. (1985). Measures and concepts of social support. In Cohen, S. & Syme, S. L. (Eds.), Social support and health. New York: Academic Press.
Jayaratne, S., & Chess, W. A. (1984). The effects of emotional support on perceived job stress and strain. Journal of Applied Behavioral Science, 20, 141 – 153.
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