探討雙北市保險業務員ICT工作要求、職場通訊壓力與工作倦怠間的關係－以恢復經驗為調節變項

Research on the Relationship between ICT Work Demands, Workplace Telepressure and Burnout: The Moderating Effect of Recovery Experience

10.6587/JTHRE:202112_8(2).002

李政勳(Cheng-Hsun Li)；林弘昌(Hung-Chang Lin)

訊息型ICT工作要求 ； 職場通訊壓力 ； 工作倦怠 ； 恢復經驗 ； 保險業務員 ； Insurance solicitor ； ICT work demands ； Workplace telepressure ； Burnout ； Recovery experience

科技與人力教育季刊

8卷2期（2021 / 12 / 01）

30 - 63

繁體中文

21世紀智慧型手機開始蓬勃發展後，人手一機的模式使過往客戶溝通只能透過語音通話的形式轉往了數位媒介，不過科技在為客戶交流帶來方便的同時，卻也為保險業務員們帶來了其它影響－職場通訊壓力，並對業務員們產生了心理健康上的潛在負面威脅。本研究之目的將透過問卷調查法，針對國內雙北市任職中的保險業務員進行調查，探討訊息型ICT工作要求、職場通訊壓力、工作倦怠與恢復經驗間的關係，並對研究結果進行分析，以提供未來研究及實務預防上做為參考。

After the popularity of smartphones in 21st century, the interaction between customers and insurance solicitors is transformed to digital medias. However, technology has not only brought convenience to customer communication, but also potential threat, workplace telepressure. The purpose of this study is to exam the ICT work demands, workplace telepressure, burnout and moderating effect of recovery experience to provide reference for further study and practical prevention in workplace.

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