有鑑於經濟科技日益進步，智慧型手機普及化，亦帶動3G行動通信的快速發展，惟此產業之消費趨力，並未帶動該行業的就業人數，由相關數據觀測發現從業人數反而具有持續下降趨勢。此外，電信業門市人員面對日益繁雜的工作內容、公司業績考核、客戶滿意度與投訴等工作要求，衍生工作壓力容易產生身心健康之影響與障礙，持續累積造成情緒耗竭，產生工作倦怠；工作倦怠則可使員工產生負面工作行為，包括工作效率下降、離職率上升等。因此，研究工作者面臨工作倦怠感受之現況及相關因素，有其重要性。本研究經由相關文獻探討，以成就動機、勞資關係氣氛與工作倦怠關係為研究架構，工作倦怠相關研究中，成就動機與工作倦怠關係已有相關實證研究，而勞資關係氣氛與工作倦怠相關研究並不多見，亦鮮少有成就動機、勞資關係氣氛與工作倦怠三者間研究。故本研究以電信業為範圍，試圖探討成就動機、勞資關係氣氛與工作倦怠之關聯性。本研究採取文獻探討與調查研究法，以電信公司員工為問卷調查對象，以隨機抽樣方式發放問卷，回收370份樣本，剔除無效樣本數40份，共計回收有效樣本數330份。進行資料輸入與分析後，研究發現：1.電信公司員工部份背景變項對成就動機有顯著差異。2.電信公司員工部份背景變項對勞資關係氣氛有顯著差異。3.電信公司員工部份背景變項對工作倦怠有顯著差異。4.成就動機對勞資關係氣氛部份存在顯著正相關。5.成就動機對工作倦怠有顯著正向影響。6.勞資關係氣氛對工作倦怠有顯著負向影響。依據研究結論提出研究建議供後續研究者、電信業從業人員及管理者進行參考。
The study aimed to explore the relationship of achievement motivation, industrial relation climate and job burnout of telecom company employees. Through related literary review to adopt Achievement Motivation, Industrial Relation Climate and Job Burnout as research framework. Then, questionnaire survey method was adopted to collect the empirical data of telecom company employees. There were 330 valid respondents by random sampling. Research findings were as follow: 1. some background variables of employees in telecommunication company had significant differences in achievement motivation; 2. some background variables of employees in telecommunication company had significant differences in industrial relation climate; 3. some background variables of employees in telecommunication company had significant differences in job burnout; 4. part of achievement motivation can notably positive effect industrial relation climate; 5. achievement motivation can notably positive effect job burnout; 6. industrial relation climate can notably negative effect job burnout. The research suggestions were to be the references by further research, telecom company employees and managers.
