社會支持、工作壓力與情緒智力對離職意圖之影響研究

A Study on the Effects of Social Support, Job Stress, and Emotional Intelligence on Resignation Intentions

10.29916/JMPP.201506_9(2).0004

陳欽雨(Chin-Yeu Chen)；呂博裕(Bor-Yuh Leu)；莊雅晴(Ya-Ching Chuang)

社會支持 ； 工作壓力 ； 情緒智力 ； 離職意圖 ； social support ； job stress ； emotional intelligence ； resignation intentions

管理實務與理論研究

9卷2期（2015 / 06 / 01）

57 - 80

繁體中文

本研究在探討金融業員工的社會支持、情緒智力、工作壓力與離職意圖之關連影響關係。近年來，金融業為擴大營運範圍，通常會利用銀行、證券、保險及理財投信等相互支援行銷，員工在面臨工作負荷及壓力增加的情況下，常引發離職念頭。但若員工可獲得主管、同事或家人的支持與鼓勵，以及強化個人的情緒控管，即可減少工作壓力的產生，進而降低離職意圖。本研究採用網路問卷調查方式，以金融業員工為研究對象，驗證社會支持、工作壓力與離職意圖間之影響關係，並分析情緒智力對於工作壓力與離職意圖間關係的調節效果。假說檢定結果發現：社會支持對工作壓力及離職意圖具有顯著負向影響；但工作壓力對離職意圖則具有顯著正向影響；另，工作壓力在社會支持對與離職意圖間影響關係具有部份中介效果；且情緒智力對於工作壓力與離職意圖間影響具有顯著調節效果。根據研究結果，提出管理意涵及如何降低員工離職率之實務和後續研究建議。

The study explores the relationships among social support, emotional intelligence, job stress, and resignation intentions for the employees in financial banking industry. Recently, due to enlarging operations scope and increasing job duties, the employees in financial banking industry face tremendous work loading and job stress arising in resignation intentions. However, if employees can obtain substantial supports and encouragement from supervisor, colleague, or family, and they can strengthen their emotional control to alleviate job stress, their resignation intentions will be alleviated effectively. The study conducts a questionnaire survey on web, and applies the hypothesis testing to verify the effects of social support, job stress, and emotional intelligence on resignation intentions. The results reveal that employee's social support has negative effects on job stress and resignation intentions, but employee's job stress can positively affect their resignation intentions. Besides, there is partial mediating effect of job stress between social support and resignation intentions, and the moderating effect of employee's emotional intelligence is statistically significant. Based on the results, the study discusses the managerial implications and proposes some suggestions for reducing resignation rate and doing further research.

1. Lam, C. S.,Higgins, E. O.(2013).Emotional intelligence and leadership styles in China.Asia Pacific Management Review,18(4),441-465.
   連結：
2. Lam, C. S.,Higgins, E. O.(2013).Emotional intelligence and leadership styles in China.Asia Pacific Management Review,18(4),441-465.
   連結：
3. Lou, J. H.,Yu, H. Y.,Hsu, H. Y.,Dai, H. D.(2007).A study of role stress, organizational commitment and intention to quit among male nurses in southern Taiwan.Journal of Nursing Research,15(1),43-53.
   連結：
4. Wu, S. F.,Young, L. S.,Yeh, F. C.,Jian, Y. M.,Cheng, K. C.,Lee, M. C.(2013).Correlation among social support, depression and anxiety in patients with type-2 diabetes.The Journal of Nursing Research,21(2),129-138.
   連結：
5. 蔡淑鳳、陳文意、林育秀、梁亞文(2013)。台灣地區長期照護機構女性照顧服務員工作壓力源與工作適應、離職意願之研究。台灣衛誌，5，32-33。
   連結：
6. 羅新興、周慧珍(2006)。組織成員知覺主管支持對其離職意圖之影響－探討工作負荷與成就動機之干擾。人力資源管理學報，6(4)，67-80。
   連結：
7. Adeoye, A. O.,Afolabi, O. O.(2011).The impact of administrative demand, work schedule and environmental factors on job stress among private owned universities in Nigeria.Academic Leadership Journal,9(2),179-183.
8. Afolabi, O. A.,Awosola, R. K.,Omole, S. O.(2010).Influence of emotional intelligence and gender on job performance and job satisfaction among Nigerian policemen.Current Research Journal of Social Sciences,2(3),147-154.
9. Avey, J. B.,Luthans, F.,Toyssef, C. M.(2010).The additive value of positive psychological capital in predicting work attitudes and behaviors.Journal of Management,36(2),430-452.
10. Avey, J. B.,Reichard, R. J.,Luthans, F.,Mhatre, K. H.(2011).Meta-analysi of the impact of positive psychological capital on employee attitudes, behaviors, and performance.Human Resource Management Quarterly,22(2),127-152.
11. Baron, R. M.,Kenny, D. A.(1986).The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.Journal of Personality and Social Psychology,51,1173-1182.
12. Brannon, L.,Feist, J.(2000).Health Psychology: An Introduction to Behavior and Health.Pacific Grove:Brooks/Cole..
13. Cascio, W.(1991).Costing Human Resources: The Financial Impact of Behavior in Organization.Boston:PWS-Kent.
14. Chao, K. L.(2010).Relationship among organizational commitment, job characteristics, job satisfaction, and turnover intention within Kindergartens: An empirical study in Malaysia.Educational Research Journal,44(1),179-204.
15. Chen, C. H.,Chang, W. C.,Cheng, C. H.,Ma, C. P.(2013).Emotional intelligence in the workplace: Exploring its effects on journalists' perceived work stress, job satisfaction, and organization commitment.Fu Jen Mangement Review,18(3),1-18.
16. Colarossi, L. G.,Eccles, J. S.(2003).Differential effects of support providers on adolescents' mental health.Social Work Research,27(1),19-30.
17. Collins, S.(2008).Statutory social workers: Stress, job satisfaction, coping, social support and individual differences.The British Journal of Social Work,38(6),1173-1193.
18. Colvin, M. F.,Cullen, T.,Thomas, V. V.(2002).Coercion, social support, and crime: An emerging theoretical consensus.Criminology,40,19-42.
19. Cooper, C. L.,Sloan, S. J.,Williams, S.(1988).Occupational Stress Indicator Management Guide.Windsor:NFER-Nelson.
20. Cropanzano, R.(1993).Dispositional affectivity as a predictor of work attitudes and job performance.Journal of Organizational Behavior,14(6),596-606.
21. Doeglas, D.,Surmeijer, T.,Briancon, S.,Moum, T.,Krol, B.,Bjelle, A.,Samderman, R.,Heuvel, W. V. D.(1996).An international study on measuring social support: Interactions and satisfaction.Social Science & Medicine,43,1389-1397.
22. Dollard, M. F.,Winefield, H. R.,Winefield, A. H.,de Jonge, J.(2000).Psychosocial job strain and productivity in human service workers: A test of the demand-control-support model.Journal of Occupational and Organizational Psychology,73,501-510.
23. Duze, C. O.(2011).Job stress, workload, academic freedom and quality research in Nigerian universities.Academic Leadership Journal,9(2),113-117.
24. Eisenberger, R.,Stinglhamber, F.,Vandenberghe, C.,Sucharski, I. L.,Rhoades, L.(2002).Perceived supervisor suppport: Contribution to perceived organizational support and employee retention.Journal of Applied Psychology,87(3),565-573.
25. Fornell, C.,Larcker, D. F.(1981).Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research,18(1),39-50.
26. Gaski, J. F.,Nevin, J. R.(1985).The differential effects of exercised and unexercised power sources in a marketing channel.Journal of Marketing Research,22(2),130-142.
27. Hair, J. F., Jr.,Black, W. C.,Babin, B. J.,Anderson, R. E.(2010).Multivariate Data Analysis: A Global Perspective.Upper Saddle River, NJ:Pearson Prentice Hall..
28. Jenkins, R.,Elliott, P.(2004).Stressors, burnout and social support: Nurses in acute mental health settings.Journal of Advanced Nursing,48(6),622-631.
29. Kim, H.,Stoner, M.(2008).Burnout and turnover intention among social workers: Effects of role stress, job autonomy and social support.Administration in Social Work,32(3),5-25.
30. Landa, J. M. A.,Lopez-Zafra, E.,Martos, M. P. B.,Aguilar-Luzona, M. D. C.(2008).The relationship between emotional intelligence, occupational stress and health in nurses: A questionnaire survey..International Journal of Nursing Studies,45(6),888-901.
31. Law, K. S.,Wong, C.,Song, L. J.(2004).The construct and criterion validity of emotional intelligence and its potential utility for management studies.Journal of Applied Psychology,89(3),483-496.
32. Lyrakos, D. G.(2012).The impact of stress, social support, self-efficacy and coping on university students: A multicultural European study.Psychology,3(2),143-149.
33. Michaels, C. E.,Spector, D. E.(1982).Causes of employee turnover: A test of the Mobley, Griffeth, Hand and Meglino Model.Journal of Applied Psychology,67(1),53-59.
34. Mobley, W. H.(1977).Intermediate linkages in the relationship between job satisfaction and employee turnover.Journal of Applied Psychology,62(2),237-240.
35. Moeller, C.,Greg, A.(2013).Effects of social support on professors' work stress.International Journal of Educational Management,27(3),188-202.
36. Morris, J. E.,Long, B. C.(2002).Female clerical workers' occupational stress: The role of person and social resources, negative affectivity, and stress appraisals.Journal of Counseling Psychology,49,395-410.
37. Parsons, S. K.,Simmons, W. P.,Penn, K.,Furlough, M.(2003).Determinants of satisfaction and turnover among nursing assistants: The results of a statewide survey.Journal of Gerontological Nursing,29,51-58.
38. Pearson, L. C.,Moomaw, W.(2005).The relationship between teacher autonomy and stress, work satisfaction, empowerment, and professionalism.Educational Research Quarterly,29(1),37-53.
39. Podsakoff, P. M.,MacKenzie, S. B.,Lee, J.,Podsakoff, N. P.(2003).Common method biases in behavioral research: A critical review of the literature and recommended remedies.Journal of Applied Psychology,88(5),879-903.
40. Price, J. L.(2001).Reflections on the determinants of voluntary turnover.International Journal of Manpower,22,600-624.
41. Robbins, S.P.(2006).Organizational Behavior.Upper Saddle River, NJ:Pearson Education.
42. Salovey, P.,Mayer, J. D.(1990).Emotional intelligence.Imagination, Cognition, and Personality,9(3),185-211.
43. Spector, P. E.(2006).Method variance in organizational research: Truth or urban legend?.Organizational Research Methods,9(2),221-232.
44. Stansfeld, S. A.(2002).Work, personality and mental health.The British Journal of Psychiatry,181,96-98.
45. Takase, M.,Yamashita, N.,Oba, K.(2008).Nurses' leaving intentions: antecedents and mediating factors.Journal of Advanced Nursing,62(3),295-306.
46. Teng, C. I.(2008).Moderating effects of professional commitment in the relationship between turnover intention and factors of job satisfaction.Chang Gung Nursing,19(1),24-40.
47. Vakola, M.,Nikolaou, I.(2005).Attitudes toward organizational change: What is the role of employees' stress and commitment?.Employee Relations,27,160-174.
48. Wang, P.,Dai, Q.(2011).A survey of social support and coping style in middle school female teachers in China.Creative Education,2(3),220-225.
49. Zhang, G.,Lee, G.(2010).The moderation effects of perceptions of organizational politics on the relationship between work stress and turnover intention: An empirical study about civilian in skeleton government of China.i Bussiness,2(3),268-273.
50. 于紅(2011)。工作環境因素對護士工作壓力和工作滿意度以及離職意圖的影響。腦床醫藥實踐，2，143-144。

1. 張庭碩(2017)。臨床護理人員工作壓力及情緒管理對工作績效影響之探討。長榮大學護理學系(所)學位論文。2017。1-115。