某電信公司櫃檯服務人員工作壓力、職場疲勞與工作滿意度之研究

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Title:	某電信公司櫃檯服務人員工作壓力、職場疲勞與工作滿意度之研究 A Study of Job Stress, Workplace Burnout and Job Satisfaction among the Counter Staff at Service Center of a Telecommunications Company 本研究主要目的為探討某電信公司各服務中心櫃檯人員工作壓力、職場疲勞與工作滿意度之現況，分析不同人口背景變項與付出回饋失衡情形對工作壓力、職場疲勞與工作滿意度的差異情形，並探討工作壓力、職場疲勞與工作滿意度間之關係。以臺南市某電信公司各服務中心櫃檯人員為研究對象，本研究總計共發出 223 份問卷，回收問卷數213份有效問卷197份，有效回收率為 88% 使用工作壓力量表、職場疲勞量表及明尼蘇達工作滿意度量表為工具採用?述性統計、 T 檢定、變異數分析、皮爾森積差相關及多元迴歸等統計方法進行分析，獲得結論如下：一、該電信公司櫃檯服務人員多數處於付出回饋失衡且過度投入情形。不同人口背景變項與付出回饋失衡情形在整體工作壓力量表及構面間都有顯著差異。二、該電信公司櫃檯服務人員在職場疲勞各構面情形以「個人疲勞」感受認知程度為最高疲勞程度輕微。不同人口背景變項與付出回饋失衡情形在整體職場疲勞量表及構面間有顯著差異。三、該電信公司櫃檯服務人員在工作滿意度各構面情形以「內在滿意」感受認知程度為最高;不同人口背景變項與付出回饋失衡情形在工作滿意度量表及構面間有顯著差異。四、工作滿意度、內在滿意、外在滿意與工作付出向度為顯著負相關與工作回饋向度為顯著正相關。五、工作滿意度、內在滿意、外在滿意與職場疲勞和服務對象疲勞呈現顯著負相關。 The main purpose of this study is to explore the current situation of job stress,workplace b urnout , and job satisfaction among the counter staff at service centerof a telecommunications company. Analyzing the effect of demographicbackgrounds and effort reward imbalance situations to job stress, workplaceb urnout , and job satisfaction. Moreover, discussing the relationship between jobstress, workplace b urnout , and job satisfaction. This research takes the counterstaff at service center of a telecommunic ations company in Tainan City as theresearch object and 223 questionnaires were sent out, 213 questionnaires werereturned The recovery rate was 88 %. This questionnaire utilizes job stress scale,workplace b urnout scale and Minnesota Satisfaction Questionnaire Descriptivestatistics, T test, ANOVA, Pearson correlation and multiple regression analysisand other statistical methods were used to analyze data and obtain the followingconclusions:1. Most of the counter staffs of this telecommunications c ompany were in theeffort reward imbalance conditions and over-commitment to work.Demographic backgrounds variables and effort reward imbalance hadsignificant correlations with overall job stress scale and subscale.2. The counter service staff of this tele communications company has the highestlevel of awareness in ";personal b urnout ";with all aspects of workplace b urnout .The b urnout level is close to mild. Demographic backgrounds variables andeffort reward imbalance had significant correlations with over all workplaceb urnout scale and subscale.3. The counter service staff of this telecommunications company has the highestlevel of awareness in ";inner satisfaction ";with all aspects of job satisfaction.Demographic backgrounds variables and effort reward imb alance hadsignificant correlations with job satisfaction scale and subscale.4. The correlation between job satisfaction, inner satisfaction, outer satisfactionand effort dimension is significantly negative;whereas, the correlationbetween job satisfaction, inner satisfaction, outer satisfaction and job rewarddimension is significantly positive.5. The correlation between job satisfaction, inner satisfaction, outer satisfactionand the burnout of workplace and service target people is significantly negative
Authors:	沈惠民
Contributors:	職業安全衛生系陳淨修
Keywords:	工作壓力職場疲勞工作滿意度 Job Stress Workplace Burnout Job Satisfaction
Date:	2020
Issue Date:	2022-10-21 10:29:28 (UTC+8)
Relation:	電子全文公開日期：2025-07-17 學年度：108， 58頁
Appears in Collections:	[Dept. of Occupational Safety] Dissertations and Theses

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