主管下班別LINE我：探討下班後用通訊軟體交辦困難工作對員工後續負向心情、壓力狀態及任務績效的影響：領導成員交換關係與員工親和性特質的干擾效果

The Effects of Difficult Work Assignments via Electronic Communication during Non-work Time on Employee Negative Affect, Stress, Recovery, and Task Performance: The Moderating Roles of Leader-Member Exchange and Agreeableness

10.6504/JMBR.201809_35(3).0002

紀乃文(Nai-Wen Chi)；蔡宜衿(Yi-Chin Tsai)

下班後通訊軟體交辦工作 ； 負向心情 ； 恢復 ； 領導成員交換 ； 親和性 ； work assignments via electronic communication during non-work time ； negative moods ； recovery ； leadermember exchange ； agreeableness

管理學報

35卷3期（2018 / 09 / 01）

307 - 331

繁體中文

「下班後主管用通訊軟體交辦工作」雖可促進工作效率、降低組織的溝通成本，但因員工下班後仍需待機隨時工作，儼然成為員工的惡夢。本研究依據「努力－恢復模式」論點，以經驗抽樣法進行10個工作天的資料蒐集，經資料配對與刪除未接到主管交辦任務訊息的樣本後，共得73位企業員工、313筆每日資料。Mplus分析結果指出，主管下班後用通訊軟體交辦工作的困難度越高，會透過提升員工的負向心情進而產生壓力狀態，並影響員工隔日一早的恢復感受，最終降低隔日早上的任務績效。此外，研究結果亦顯示：親和性越高的員工，越能緩和下班後收到通訊軟體交辦工作困難度與員工高負向心情的關係；但出乎預期的，若員工與主管有著較佳的交換關係時，則下班後收到通訊軟體交辦工作困難度與員工高負向心情的正向關係反會增強。本研究並依此結論提出理論與管理意涵。

The advances of communication technology improve work efficiency and decrease the cost of communication in the organizations nowadays. However, employees' work overtime also increases owing to receiving work assignments from supervisors via electronic communication during non-work time. Drawing from the Effort-Recovery model, this study used the experience sampling method to examine that if difficult work assignments via electronic communication (e.g., LINE, Facebook) during non-work time cause detrimental effects on employees (e.g., increased negative moods and stress states, and reduced feeling of recovery and task performance). Moreover, we explored whether leader-member exchange (LMX) and agreeableness can buffer these detrimental effects. In total, 73 employees from 50 different organizations completed the daily questionnaires across 10 successive workdays (313 valid matched daily responses). The results of Mplus suggested that difficult work assignments via electronic communication during non-work time increased employees' stress states at night via increased negative moods. The stress states in turn reduced employee task performance on the next day via reduced feeling of recovery the next morning. Finally, the relationship between difficult work assignments via electronic communication during non-work time and negative affect is buffered by agreeableness. However, high LMX would strengthen this association.

1. 吳宗祐, T. Y.(2008)。由不當督導到情緒耗竭部屬正義知覺與情緒勞動的中介效果。中華心理學刊，50(2)，201-221。
   連結：
2. 紀乃文, N. W,葉思妤, S. Y.(2017)。每日偽裝情緒的負面效應：探討服務人員每日表層演出對其職家衝突與身心健康的影響、以及員工協助方案的緩衝效果。組織與管理，10(1)，91-129。
   連結：
3. 彭台光, T. K.,高月慈, Y. T.,林鉦棽, C. C.(2006)。管理研究中的共同方法變異：問題本質、影響、測試和補救。管理學報，23(1)，77-98。
   連結：
4. Aiken, L. S.,West, S. G.(1991).Multiple regression: Testing and interpreting interactions.Newbury Park, CA:Sage.
5. Anderson, J. C.,Gerbing, D. W.(1988).Structural equation modeling in practice: A review and recommended two-step approach.Psychological Bulletin,103(3),411-423.
6. Bakker, A. B.,Demerouti, E.,Oerlemans, W.,Sonnentag, S.(2013).Workaholism and daily recovery: A day reconstruction study of leisure activities.Journal of Organizational Behavior,34(1),87-107.
7. Barrick, M. R.,Mount, M. K.(1991).The Big Five personality dimensions and job performance: A meta- analysis.Personnel Psychology,44(1),1-26.
8. Barrick, M. R.,Mount, M. K.,Judge, T. A.(2001).Personality and performance at the beginning of the new millennium: What do we know and where do we go next?.International Journal of Selection and Assessment,9(1-2),9-30.
9. Barrick, M. R.,Stewart, G. L.,Piotrowski, M.(2002).Personality and job performance: Test of the mediating effects of motivation among sales representatives.Journal of Applied Psychology,87(1),43-51.
10. Binnewies, C.,Sonnentag, S.,Mojza, E. J.(2009).Daily performance at work: Feeling recovered in the morning as a predictor of day-level job performance.Journal of Organizational Behavior,30(1),67-93.
11. Bono, J. E.,Foldes, H. J.,Vinson, G.,Muros, J. P.(2007).Workplace emotions: the role of supervision and leadership.Journal of Applied Psychology,92(5),1357-1367.
12. Bryk A. S., Raudenbush S. W.(1992).Hierarchical linear models: Applications and data analysis methods.Newbury Park, CA:Sage.
13. Butts, M. M.,Becker, W. J.,Boswell, W. R.(2015).Hot buttons and time sinks: The effects of electronic communication during nonwork time on emotions and work-nonwork conflict.Academy of Management Journal,58(3),763-788.
14. Byron, K.(2008).Carrying too heavy a load? The communication and miscommunication of emotion by email.Academy of Management Review,33(2),309-327.
15. Carstensen, L. L.,Pasupathi, M.,Mayr, U.,Nesselroade, J. R.(2000).Emotional experience in everyday life across the adult life span.Journal of Personality and Social Psychology,79(4),644-655.
16. Cheung, G. W.,Lau, R. S.(2008).Testing mediation and suppression effects of latent variables: Bootstrapping with structural equation models.Organizational Research Methods,11(2),296-325.
17. Chi, N. W.,Chang, H. T.,Huang, H. L.(2015).Can personality traits and daily positive moods buffer the harmful effects of daily negative mood on task performance and service sabotage? A self-control perspective.Organizational Behavior and Human Decision Processes,131,1-15.
18. Chi, N. W.,Ho, T. R.(2014).Understanding when leader negative emotional expression enhances follower performance: The moderating roles of follower personality traits and perceived leader power.Human Relations,67(9),1051-1072.
19. Cohen, S.,Janicki-Deverts, D.,Miller, G. E.(2007).Psychological stress and disease.Journal of the American Medical Association,298(14),1685-1687.
20. Colella, A.,Varma, A.(2001).The impact of subordinate disability on leader-member exchange relationships.Academy of Management Journal,44(2),304-315.
21. Cortina, J. M.(1993).What is coefficient alpha? An examination of theory and applications.The Journal of Applied Psychology,78(1),98-104.
22. Costa, P. T., Jr.,McCrae, R. R.(1992).Revised NEO personality inventory (NEO-PI-R) and NEO five- factor inventory (NEO-FFI): Professional manual.Odessa, FL:Psychological Assessment Resources.
23. de Jonge, J.,Spoor, E.,Sonnentag, S.,Dormann, C.,van den Tooren, M.(2012).Take a break?!" off-job recovery, job demands, and job resources as predictors of health, active learning, and creativity.European Journal of Work and Organizational Рsychology,21(3),321-348.
24. DeLongis, A.,Coyne, J. C.,Dakof, G.,Folkman, S.,Lazarus, R. S.(1982).Relationship of daily hassles, uplifts, and major life events to health status.Health Psychology,1(2),119-136.
25. Demerouti, E.,Bakker, A. B.,Geurts, S. A. E.,Taris, T. W.(2009).Daily recovery from work-related effort during non-work time.Research in occupational stress and well being: Current perspectives on job- stress recovery,Bingley, UK:
26. Demerouti, E.,Bakker, A. B.,Sonnentag, S.,Fullagar, C. J.(2012).Work-related flow and energy at work and at home: A study on the role of daily recovery.Journal of Organizational Behavior,33(2),276-295.
27. Derks, D.,Bakker, A. B.(2014).Smartphone use, work - home interference, and burnout: A diary study on the role of recovery.Applied Psychology: An International Review,63(3),411-440.
28. Derks, D.,van Mierlo, H.,Schmitz, E. B.(2014).A diary study on work-related smartphone use, psychological detachment and exhaustion: Examining the role of the perceived segmentation norm.Оссuраtional Health Psychology,19(1),74-84.
29. Duffy, M. K.,Ganster, D. C.,Pagon, M.(2002).Social undermining in the workplace.Academy of Мапagement Journal,45(2),331-352.
30. Ertel, K. A.,Koenen, K. C.,Berkman, L. F.(2008).Incorporating home demands into models of job strain: Findings from the work, family, and health network.Journal of Оссuрational and Environmental Medicine,50(11),1244-1252.
31. Fischer, A. H.,Rodriguez Mosquera, P. M.,van Vianen, A. E. M.,Manstead, A. S. R.(2004).Gender and culture differences in emotion.Emotion,4(1),87-94.
32. Geisser, M. E.,Roth, R. S.,Theisen, M. E.,Robinson, M. E.,Riley, J. L., III.(2000).Negative affect, self- report of depressive symptoms, and depression: Relation to the experience of chronic pain.Clinical Journal of Pain,16(2),110-120.
33. Gerstner, C. R.,Day, D. V.(1997).Meta-analytic review of leader-member exchange theory: Correlates and construct issues.Journal of Applied Psychology,82(6),827-844.
34. Geurts, S. A. E.,Sonnentag, S.(2006).Recovery as an explanatory mechanism in the relation between acute stress reactions and chronic health impairment.Scandinavian Journal of Work, Environment and Нealth,32(6),482-492.
35. Gibson, D. E.,Schroeder, S.(2002).Grinning, frowning, and emotionless: Agent perceptions of power and their effect on felt and displayed emotions in influence attempts.Managing emotions in the workplace,Armonk, NY:
36. Goldberg, L. R.(1999).A broad-bandwith, public-domain, personality inventory measuring the lower-level facets of several Five-Factor models.Personality psychology in Europe,Tilburg, Netherlands:
37. Graen, G. B.,Uhl-Bien, M.(1995).Relationship-based approach to leadership: Development of leader- member exchange (LMX) theory of leadership over 25 years: Applying a multi-level multi-domain perspective.The Leadership Quarterly,6(2),219-247.
38. Graziano, W. G.,Jensen-Campbell, L. A.,Hair, E. C.(1996).Perceiving interpersonal conflict and reacting to it: The case for agreeableness.Journal of Personality and Social Psychology,70(4),820-835.
39. Hobman, E. V.,Restubog, S. L. D.,Bordia, P.,Tang, R. L.(2009).Abusive supervision in advising relationships: Investigating the role of social support.Applied Psychology: An International Review,58(2),233-256.
40. Hofmann, D. A.(1997).An overview of the logic and rationale of hierarchical linear models.Journal of Маnagement,23(6),723-744.
41. Hogan, R.(Ed.),Johnson, J.(Ed.),Briggs, S.(Ed.)(1997).Handbook of personality psychology.San Diego, CA:Academic Press.
42. Ilies, R.,Scott, B. A.,Judge, T. A.(2006).The interactive effects of personal traits and experienced states on individual patterns of citizenship behavior.Academy of Management Journal,49(3),561-575.
43. Jensen-Campbell, L. A.,Graziano, W. G.(2001).Agreeableness as a moderator of interpersonal conflict.Journal of Personality,69(2),323-362.
44. Jensen-Campbell, L. A.,Knack, J. M.,Waldrip, A. M.,Campbell, S. D.(2007).Do big five personality traits associated with self-control influence the regulation of anger and aggression?.Journal of Research in Personality,41(2),403-424.
45. Jensen-Campbell, L. A.,Rosselli, M.,Workman, K. A.,Santisi, M.,Rios, J. D.,Bojan, D.(2002).Agreeableness, conscientiousness, and effortful control processes.Journal of Research in Personality,36(5),476-489.
46. Jöreskog, K. G.,Sörbom, D.(1989).LISREL 7 user’ s reference guide.Mooresville, IN:Scientific Software International, Inc..
47. Lian, H.,Ferris, D. L.,Brown, D. J.(2012).Does taking the good with the bad make things worse? How abusive supervision and LMX Interact to impact need satisfaction and organizational deviance.Organizational Behavior and Human Decision Processes,117(1),41-52.
48. Liden, R. C.,Maslyn, J. M.(1998).Multidimensionality of leader- member exchange: An empirical assessment through scale development.Journal of Management,24(1),43-72.
49. Lu, L.,Tseng, H. J.,Cooper, C. L.(1999).Managerial stress, job satisfaction and health in Taiwan.Stress & Нealth,15(1),53-64.
50. Mauss, I. B.,Levenson, R. W.,McCarter, L.,Wilhelm, F. H.,Gross, J. J.(2005).The tie that binds? Coherence among emotion experience, behavior, and physiology.Emotion,5(2),175-190.
51. Meijman, T. F.,Mulder, G.(1998).Psychological aspects of workload.Handbook of work and organizational psychology,Hove, UK:
52. Meijman, T. F.,Mulder, G.,van Dormolen, M.,Cremer, R.(1992).Workload of driving examiners: A psychophysiological field study.Enhancing industrial performance: Experiences with integrating the human factor,London, UK:
53. Muthén, L. K.,Muthén, B. O.(2007).MPLUS user' s guide.Los Angeles, CA:Muthen & Muthen.
54. Ng, W.(2011).Prior negative mood buffers some individuals from subsequent negative events: The moderating role of neuroticism.Psychology,2(5),445-449.
55. Nixon, A. E.,Mazzola, J. J.,Bauer, J.,Krueger, J. R.,Spector, P. E.(2011).Can work make you sick? A meta-analysis of the relationships between job stressors and physical symptoms.Work & Stress,25(1),1-22.
56. Ode, S.,Robinson, M. D.(2007).Agreeableness and the self-regulation of negative affect: Findings involving the neuroticism/somatic distress relationship.Personality and Individual Differences,43(8),2137-2148.
57. Oerlemans, W. G. M.,Bakker, A. B.,Demerouti, E.(2014).How feeling happy during off-job activities helps successful recovery from work: A day reconstruction study.Work and Stress,28(2),198-216.
58. Podsakoff, P. M.,MacKenzie, S. B.,Lee, J. Y.,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.
59. Skarlicki, D. P.,Folger, R.,Tesluk, P.(1999).Personality as a moderator in the relationship between fairness and retaliation.Academy of Management Journal,42(1),100-108.
60. Sonnentag, S.(2003).Recovery, work engagement, and proactive behavior: A new look at the interface between nonwork and work.Journal of Applied Psychology,88(3),518-528.
61. Sonnentag, S.(2001).Work, recovery activities, and individual well-being: A diary study.Journal of Occupational Health Psychology,6(3),196-210.
62. Sonnentag, S.,Binnewies, C.,Mojza, E. J.(2008)."Did you have a nice evening?" A day-level study on recovery experiences, sleep, and affect.Journal of Applied Psychology,93(3),674-684.
63. Sonnentag, S.,Fritz, C.(2015).Recovery from job stress: The stressor-detachment model as an integrative framework.Journal of Organizational Behavior,36(S1),S72-S103.
64. Sonnentag, S.,Fritz, C.(2007).The recovery experience questionnaire: Development and validation of a measure assessing recuperation and unwinding from work.Journal of Occupational Health Psychology,12(3),204-221.
65. Sonnentag, S.,Zijlstra, F. R. H.(2006).Job characteristics and off-job activities as predictors of need for recovery, well-being, and fatigue.Journal of Applied Psychology,91(2),330-350.
66. ten Brummelhuis, L. L.,Bakker, A. B.(2012).Staying engaged during the week: The effects of off-job activities on next day work engagement.Journal of Оссираtional Health Psychology,17(4),445-455.
67. Trougakos, J. P.,Beal, D. J.,Green, S. G.,Weiss, H. M.(2008).Making the break count: An episodic examination of recovery activities, emotional experiences, and positive affective displays.Academy of Management Journal,51(1),131-146.
68. Trougakos, J. P.,Hideg, I.(2009).Momentary work recovery: The role of within-day work breaks.Research in оссираtional stress and well-being: Current perspectives on job-stress recovery,Bingley, UK:
69. Uhl-Bien, M.,Maslyn, J. M.(2003).Reciprocity in manager-subordinate relationships: Components, configurations, and outcomes.Journal of Management,29(4),511-532.
70. van Wijhe, C.,Peeters, M.,Schaufeli, W.,Ouweneel, E.(2013).Rise and shine: Recovery experiences of workaholic and non-workaholic employees.European Journal of Work and Organizational Psychology,22(4),476-489.
71. Varma, A.,Stroh, L. K.(2001).The impact of same-sex LMX dyads on performance evaluations.Human Resource Management,40(4),309-320.
72. Wagner, D. T.,Barnes, C. M.,Lim, V. K. G.,Ferris, D. L.(2012).Lost sleep and cyberloafing: Evidence from the laboratory and a daylight saving time quasi- experiment.Journal of Applied Psychology,97(5),1068-1076.
73. Wagner, D. T.,Barnes, C. M.,Scott, B. A.(2014).Driving it home: How workplace emotional labor harms employee home life.Personnel Psychology,67(2),487-516.
74. Wayne, S. J.,Liden, R. C.(1995).Effects of impression management on performance ratings: A longitudinal study.Academy of Management Journal,38(1),232-260.
75. Yang, J.,Diefendorff, J. M.(2009).The relations of daily counterproductive workplace behavior with emotions, situational antecedents, and personality moderators: A diary study in Hong Kong.Personnel Psychology,62(2),259-295.

1. 蔡秦倫,劉平成,夏侯欣鵬(2020)。社會經濟組織工作者的熱情與耗損：工作特徵立基視角。臺大管理論叢，30(3)，183-213。
2. 郭馥甄,唐荷婷,林玠妤(2022)。部屬難為：領導者利組織不道德行為與部屬離職傾向、越級建言、主管導向組織公民行為與沉默行為之關係：以領導者－部屬交換關係為調節效果。人力資源管理學報，22(2)，1-27。
3. 黃建翔,連志剛,張育菁,阮宜庭(2022)。工作便利？還是工作壓力？教師下班後即時通訊軟體公務使用情形與工作倦怠之關係－以教師工作價值觀為調節變項。教育心理學報，53(3)，717-743。
4. 王偉琴(2023)。運動休閒服務業員工自由時間管理、活動涉入、恢復經驗與主觀幸福感之研究。臺灣體育運動管理學報，23(1)，133-161。
5. 楊文芬(2019)。需求與知行的落差？初探招募資訊揭露對應徵者及新進員工組織工作認知之影響。管理學報，36(4)，391-419。
6. (2024)。不要太晚打擾我！探討下班後工作訊息接收時段對於工作與家庭的影響：疆界管理策略的調節效果。管理學報，41(3)，285-306。
7. (2024)。華人組織中的人際關係：回顧與展望。中華心理學刊，66(1)，153-193。