護理人員工作需求對工作倦怠影響：以主管與同事支持為干擾變項

The Effects of Nurses’ Job Demand on Job Burnout: The Social Support as a Moderator

10.29916/JMPP.201603_10(1).0001

林清同(Ching-Torng Lin)；許郁卿(Yu-Chin Hsu)

工作需求 ； 工作倦怠 ； 主管支持 ； 同事支持 ； nursing job content ； burnout ； supervisor support ； co-worker support

管理實務與理論研究

10卷1期（2016 / 03 / 01）

1 - 26

繁體中文

目的：護理工作複雜瑣碎、極具壓力，常導致護理人員工作倦怠乃至離職，醫院經營管理者莫不致力於減輕護理人員工作倦怠與離職意圖，提昇留任意願。本研究檢視工作需求對工作倦怠影響外，並以社會支持（主管與同事）為干擾變項，探討主管與同事支持對減輕工作倦怠效果差異，以釐清因工作需求導致之倦怠並找出有效改善策略，避免管理者於改善工作倦怠中弄巧成拙反而無法解決問題。方法：為橫斷性研究，針對全台27家區域醫院，取得執業執照護理師發放結構性問卷，發出1400份問卷，有效樣本93.86%。結果：證實指出工作需求對情緒耗竭、情感疏離具顯著正向影響。因此當工作需求增加時，會導致個人在情緒耗竭與情感疏離程度上升。而主管支持能干擾護理人員因工作需求產生的情緒耗竭與個人成就降低。同事支持能干擾護理人員因工作需求所致之情緒耗竭、情感疏離。結論：面對高度護理專業與壓力產生之工作倦怠，護理人員感受到因工作需求產生的情緒耗竭時，無論使用主管支持或同事支持均能能弱化因工作需求產生的情緒耗竭程度。而護理人員感受到因工作需求所產生之情感疏離時，使用同事支持能弱化工作需求產生的情感疏離程度。最後，當護理人員感受到因工作需求所產生的個人成就降低時，使用主管支持能強化因工作需求所產生的個人成就降低程度。

Objectives: Hospital nursing job contains complication, triviality, and strong stress which often make nurses turnover increasing from the burnout. Hospital managers devoted to alleviating nursing staff burnout and reducing resignation intention, enhancing their intention to stay. The research aims to exam the impact of job content on burnout among nurse, and the support from workplaces (supervisor and co-worker) as a moderator to explore the differences effect between supervisor and co-worker support on alleviating nurses burnout and to clarify burnout results from the job content, and to find out the effective measures to reduce burnout in order to avoid from the negative effect when managers tries to solve the problem of burnout. Methods: This research is conducted by survey method, from clinical licensed nurse from 27 general hospitals in Taiwan. Research tools were structure questionnaires. There were 1400 nurses (valid returned rate was 93.86%) participated in this research. Results: The empirical results between emotional exhaustion, depersonalization has significant positive. Therefore, when increasing job demand, will lead nurses to emotional exhaustion, depersonalization level rising. The supervisor support could be moderating nurses’ job demand on emotional exhaustion and personal accomplishment. The co-worker support could be moderating nurses’ job demand on emotional exhaustion and depersonalization. Conclusion: Facing burnout arising from highly professional and stress nursing job, firstly, when the emotional exhaustion arise from job demand, whether both supervisor and co-worker supportive was effective strategies. Secondly, job demand result in depersonalization, co-worker could decreasing depersonalization level. Finally, job demand result in personal accomplishment, strategy should be used supervisor supportive, co-worker strategy is not recommended.

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