資訊人員在資訊系統專案中情緒失調的成因及其影響

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邱騰揚(Teng-yang Chiu) 查詢紙本館藏

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資訊管理學系

論文名稱

資訊人員在資訊系統專案中情緒失調的成因及其影響
(The Causes and Effects of Emotional Dissonance Experienced by IT Professionals in IT Projects)

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摘要(中)

為了達到良好的專案管理，資訊科技（IT）專業人員必須具備熟練的人際技巧，以達到良好的溝通。因此，IT專案人員為了要達到良好的溝通，與其他專案人員互動時，必須壓抑自身的負面情緒而不表現出來，這種情況即為情緒失調。相關研究指出，負面情緒失調會導致員工產生工作衰竭，進而影響其工作滿意與組織承諾；正面情緒失調則能降低員工工作衰竭。本研究試著找出IT專案進行期間，專案中IT人員正面與負面情緒失調之成因與影響，亦期望能發現此兩種情緒失調與其影響間關係的干擾因子。
本研究以曾經參與過IT專案的IT人員為主要受測對象，以受測者過去參與IT專案的經驗，探討IT專案中IT成員在專案進行期間情緒失調的成因與影響，最後研究結果與過去相關文獻並不全然相同。研究結果指出，角色模糊、知覺的工作負荷等壓力源與報酬公平、工作自主性會影響IT人員負面情緒失調的產生，而角色模糊與知覺的工作負荷亦會促使IT人員產生正面情緒失調。此外，專案期間IT人員工作情緒勞務的高低亦是產生情緒失調的主因。然而，IT人員自身的負面情感特質以及專案團隊的支持也對部分情緒失調的成因與影響有著顯著的調節作用，影響日後IT人員的工作滿意，工作衰竭與組織承諾。本研究指出與過去文獻的研究差異，並同時也為日後公司進行IT專案時，提出可能的改善之道。

摘要(英)

To achieve well project managing, IT professionals must be skilled at interaction skills for good communication. Thus, when they take interactions with other members of IT projects, they may suppress their real negative emotions, called emotional dissonance. Researches suggest that negative emotional dissonance relates to work exhaustion, but positive emotional dissonance may reduce the exhaustion. Work exhaustion will cause IT professionals to reduce job satisfaction and organization commitment. This study tries to find the causes, effects and moderators of positive and negative emotional dissonance experienced by IT professionals in IT projects.
This study focus on who has experiences of IT projects. By the experiences, we examine the causes and effects of emotional dissonance experienced by IT professionals in IT projects. The results indicate role ambiguity and perceived workload by IT professionals may cause both negative and positive emotional dissonance. Fairness of reward and autonomy may also cause negative emotional dissonance. Moreover, both negative and positive emotional dissonance is influenced by emotional labor of jobs which IT professionals do. Besides, trait negative affectivity of IT professionals and team support has significant moderating between emotional dissonance and its causes or effects, influencing job satisfaction and organizational commitment of IT professionals. We not only discuss the differences with previous researches, but implications for management of IT projects in the future.

關鍵字(中)

★ 工作壓力源
★ 工作衰竭
★ 情緒勞務
★ 專案管理
★ 情緒失調

關鍵字(英)

★ emotional labor
★ project management
★ emotional dissonance
★ work exhaustion
★ work stressor

論文目次

第一章、緒論........................1
第一節研究背景與研究動機........................1
第二節研究目的........................4
第三節研究流程........................4
第四節論文架構........................6
第二章、文獻探討........................7
第一節情緒失調........................7
第二節情緒失調前置因子........................8
第三節情緒失調的影響........................16
第四節文獻總結........................21
第三章、研究方法........................22
第一節研究架構與模型........................22
第二節研究假說........................24
第三節研究變數........................29
第四節問卷設計........................32
第五節資料收集........................34
第四章、資料分析........................35
第一節樣本基本資料分析........................35
第二節構念測量模型的信度與效度........................36
第三節假說檢定........................40
第四節假說檢定結果........................45
第五節其他研究發現........................47
第六節資料分析結果總結........................52
第五章、結論及建議 ........................55
第一節研究結論........................55
第二節研究限制........................58
第三節研究建議與未來方向........................59
參考文獻........................61
中文文獻........................61
英文文獻........................61
附錄：研究問卷........................69

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指導教授

何靖遠(Chin-yuan Ho)

審核日期

2009-7-20

推文