近年受惠於社群通訊軟體的方便，主管可以不受到時間、地域的限制聯絡員工處理公務並獲得最新資訊，提升了企業的工作生產力效率；但以員工的角度來看，卻是在下班後都得隨時待命，無法得到心理抽離。本研究以「工作要求─資源」模式為論點，意圖窺探工作接觸與領導─成員交換關係造成員工之工作倦怠程度影響。本研究施測對象為台灣的全職員工，共分析246筆問卷調查資料，實證結果顯示，工作接觸對於工作倦怠具有正向的影響；領導─成員交換關係對於工作倦怠具有負向的影響；領導─成員交換關係對於工作接觸與工作倦怠具有調節作用。其中，高領導─成員交換關係的群體，員工的工作倦怠顯著低於低領導─成員交換關係的群體，但我們卻發現高領導─成員交換關係群體，其工作接觸對於工作倦怠的正向影響顯著高於低領導─成員交換關係群體。本研究最後亦提出相關的理論與實務管理意涵。

In recent years, the convenience of social communication software allows supervisors can contact subordinates for official duties and get the latest information without being limited by time and location, which improves work efficiency. However, the subordinates cannot detach psychologically from their jobs because they are required to be on standby after work. This study used the job demand–resources model to explore the impact of work contact and leader member exchange on employees’ burnout. This study analyzed 246 questionnaires from full-time employees in Taiwan. The empirical results revealed that the work contact is positively associated with the employees’ burnout, the leader member exchange is negatively associated with the employees’ burnout, and the leader member exchange has a moderating effect on the relationship between the work contact and the employees’ burnout. Employees in the group of high leader member exchange experience significantly lower burnout than those in the group of low leader member exchange; however, the work contact of the high leader member exchange group has a significantly higher positive impact on burnout than the low leader member exchange group. Related theoretical and practical managerial implications were proposed in the end.

致 謝 I
摘 要 III
AbstractV
目 錄 VII
圖目錄 IX
表目錄 XI
第一章 緒 論 1
第一節 研究背景與動機 1
第二節 研究目的與問題 4
第三節 研究流程 5
第二章 文獻回顧與研究假設 7
第一節 工作倦怠 7
第二節 工作要求-資源模式 9
第三節 工作接觸 12
第四節 領導-成員交換關係 14
第五節 研究觀念性架構 18
第三章 研究方法 21
第一節 研究對象 21
第二節 研究變數操作型定義 21
第三節 控制變數 25
第四節 資料分析方法 25
第四章 研究結果 27
第一節 樣本基本資料分析 27
第二節 相關分析 29
第三節 假設檢驗 31
第五章 結論與建議 35
第一節 理論意涵 35
第二節 管理意涵 37
第三節 研究限制與未來研究建議 38
參考文獻 41
附錄
附錄一Time 1 問卷
附錄二Time 2 問卷

中文
吳宗祐，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，50，201-221。
李文陽，2016。能者多勞：主管青睞與組織誘因的調節效果研究，國立政治大學心理學系研究所碩士論文。
卓明德，2008。情緒勞務負擔、情緒經驗、與領導─部屬交換關係對工作倦怠之關聯性探討：以台灣高速鐵路之第一線服務人員為例，國立雲林科技大學企業管理研究所碩士論文。
周惠櫻，2012。情緒勞動與員工福祉之關聯性，中華管理評論國際學報，第十五卷第三期，1–23。
林姿葶、鄭伯壎，2012。華人領導者的噓寒問暖與提攜教育：仁慈領導之雙構面模式。本土心理學研究，第三十七期，253-302。
林婉渝，2016。領導者與成員交換關係對角色績效的影響：組織公平的效果，國立中山大學人力資源管理研究所在職專班碩士論文。
洪瑞斌，2013。職業倦怠研究在台灣之回顧與前瞻，人力資源管理學報，第十三卷第三期，107–140。
紀乃文、蔡宜衿，2018。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，管理學報，第三十五卷第三期，307 – 331。
崔來意，2000。高科技公司女性專業人員工作－家庭衝突、工作倦怠及離職意願關係之研究，國立中山大學人力資源管理研究所碩士論文。
張仁杰，2001。領導者─部屬交換理論與組織行為有關變數關係之研究，國立成功大學企業管理研究所碩士論文。
張婷婷、陸洛、黃睦芸，2011。工作負荷與工作行為之關聯：主動性人格為調節變項，台灣管理學刊，第十一卷第二期，177-195。
梁雅芳，2014。員工績效與職涯成功之關聯性-以LMX為調節變項，國立中央大學人力資源管理研究所碩士論文。
陳光宗，陳美燕，2018。區隔或整合？剖析學生運動員的邊界管理，中華體育季刊，第三十二卷第二期，107-116。
陳佳雯、陸洛、許雅玉，2012。工作要求、工作資源與員工工作態度之關聯：以勤勉審慎性及主動性人格為調節變項，人力資源管理學報，第十二卷第一期，23-49。
陳春希、張緯杰、李旭梅，2008。領導-成員交換關係、內外控人格、心理賦能與工作態度之相關研究－以高科技產業為例，2008台灣科技大學管理新思維學術研討會，台北市。
陳春希、謝佩如，2018。主管與部屬交換關係對服務業第一線人員情緒耗竭的影響：心理賦能與組織支持的中介角色，輔仁管理評論 ，第二十五卷第二期，51-78。
陸洛、黃茂丁、高旭繁，2005。工作與家庭的雙向衝突:前因、後果與調節變項之探討。應用心理研究，第二十七期，133-166。
黃瓊慧，2019。當工作要求在不該出現的時候出現：探討非工作時間工作要求即時通訊對工作—家庭平衡之影響，人力資源管理學報，第十九卷第一期，27-52。
葉萌、唐漢瑛、謝菊蘭、馬紅宇、岳閃閃，2018。非工作時間使用通信技術處理工作的「雙刃劍」效應及心理機制，心理科學，第十四卷第一期，160-166。
詹雅惠，2015。國民小學組長知覺主任轉型領導、領導者─部屬交換關係對於工作投入影響之研究，國立嘉義大學教育學系博士論文。
熊欣華、陳欽洲，2012。自己人更優惠，或是更辛苦？領導部屬交換關中的矛盾，人力資源管理學報，第十二卷第四期，29-52。
劉侑學、王安祥，2018。工作生活平衡與職場健康促進：國際經驗比較。台灣勞工季刊_秋季號_樂說頭條，第五十五期，4-47。
蔡松純、鄭伯壎、周麗芳、姜定宇、鄭弘岳，2009。領導者上下關係認定與部屬利社會行為：權力距離之調節效果。中華心理學刊，第十五卷第一期，121-138。
蕭子辰、黃芳銘，2016。組織支持、心理資本和健康影響國中教師工作倦怠之研究，嘉大體育健康休閒期刊 ，第十五卷第一期，121-135。
錢怡文，2011。工作投入、心理抽離與職家衝突之關係：以職家區隔與職家界線一致性為干擾變項，國立彰化師範大學人力資源管理研究所論文。
網站
楊宗斌，2019。yes123求職網，勞動節願望與職場幸福指數，五月，取自：https://www.yes123.com.tw/admin/white_paper/article.asp?id=20190503155006
楊宗斌，2019。yes123求職網，網紅商機VS.宅經濟與職場，七月，取自：https://www.yes123.com.tw/admin/white_paper/article.asp?id=20190726141313
英文
Ahola, K., Honkonen, T., Isometsa, E., Kalimo, R., Nykyri, E., Aromaa, A. & Lonnqvist, J., 2005, The relationship between job related burnout and depressive disorders results from the Finnish Health 2000 Study, Journal of Affective Disorders, 88(1), 55-62.
Aiken, L. S., & West, S. G., 1991. Multiple regression: Testing and interpreting interactions. Newbury Park, CA: Sage.
Arlinghaus, A., & Nachreiner, F., 2013. When work calls-associations between being contacted outside of regular working hours for work-related matters and health. Chronobiology International, 30(9), 1197-1202.
Arlinghaus, A., & Nachreiner, F., 2014. Health effects of supplemental work from home in the European Union. Chronobiology International, 31(10), 1100-1107.
Aryee, S., & Chen, Z. X., 2006. Leader–member exchange in a Chinese context: Antecedents, the mediating role of psychological empowerment and outcomes. Journal of Business Research, 59(7), 793-801.
Ashforth, B. E., Kreiner, G. E., & Fugate, M., 2000. All in a day’s work: Boundaries and micro role transitions. Academy of Management Review, 25, 472−491.
Ayyagari, R., Grover, V., & Purvis, R., 2011. Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831-858.
Bakker, A. B., & Demerouti, E., 2007. The job demands-resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328.
Bakker, A. B., & Schaufeli, W. B., 2008. Positive organizational behavior: Engaged employees in flourishing organizations. Journal of Organizational Behavior, 29, 147-154.
Bakker, A. B., Demerouti, E., & Euwema, M. C., 2005. Job resources buffer the impact of job demands on burnout. Journal of Occupational Health Psychology, 10(2), 170-180.
Bakker, A. B., Demerouti, E., & Verbeke, W., 2004. Using the job demands-resources model to predict burnout and performance. Human Resource Management, 43(1), 83-104.
Bakker, A. B., Demerouti, E., De Boer, E., & Schaufeli, W. B., 2003, Job demands and job resources as predictors of absence duration and frequency, Journal of Vocational Behavior, 62(2), 341-356.
Bakker, A. B., Hakanen, J. J., Demerouti, E., & Xanthopoulou, D., 2007. Job resources boost work engagement particularly when job demands are high. Journal of Educational Psychology, 99, 274–284.
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, 763–788.
Byrne, A. L., Harvey, C., Baldwin, A., Heritage, B., Chamberlain, D., Wood, E., 2019. Evaluating the efficacy and impact of the Nursing and Midwifery Exchange Program: a study protocol. Australian Journal of Advanced Nursing, 36(4), 18-27.
Byron, K ., 2008. Carrying too heavy a load? The communication and miscommunication of emotion by email. Academy of Management Review, 33(2), 309-327.
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.
Chen, Z., Lam, W., & Zhong, J.A., 2007. Leader-member exchange and member performance: A new look at individual-level negative feedback-seeking behavior and team-level empowerment climate, Journal of Applied Psychology, 92, 202-212.
Chesley, N., 2010. Technology use and employee assessments of work effectiveness, workload, and pace of life. Information Communication and Society, 13(4), 485-514.
Choi, J. N., Price, R. H., & Vinokur, A. D., 2003. Self-efficacy changes in groups: effects of diversity, leadership, and group climate. Journal of Organizational Behavior, 24, 357-372.
Clark, S. C., 2000. Work/family border theory: A new theory of work/family balance. Human Relations, 53, 747−770.
Crawford, E. R., LePine, J. A., & Rich, B. L., 2010. Linking job demands andresources to employee engagement and burnout: a theoretical extension and metaanalytictest. Journal of Applied Psychology, 95(5), 834-848.
Daft, R. L., 1995. No more tears. Journal of Management Education, 19, 31-34.
Dansereau, F., Graen, G. & Haga, W. J., 1975. A vertical dyad linkage approach to leadership with formal organizations— a longitudinal investigation of the role making process1. Organizational Behavior and Human Performance, 13, 46-78.
Day, A., Paquet, S., Scott, N., & Hambley, L., 2012. Perceived information and communication technology (ICT) demands on employee outcomes:The moderating effect of organizational ICT support. Journal of Occupational Health Psychology, 17(4), 473-491.
Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B., 2001. The job demands-resources model of burnout. Journal of Applied Psychology, 86, 499-512.
Derks, D., van Mierlo, H., & Schmitz, E. B., 2014. A diary study on work-related smartphone use, psychological detachment and exhaustion:Examining therole of the perceived segmentation norm. Journal of Occupational Health
Psychology, 19(1), 74-84.
Dettmers, J., Vahle-Hinz, T., Bamberg, E., Friedrich, N., & Keller, M., 2016. Extended work availability and its relation with start-of-day mood and cortisol. Journal of Occupational Health Psychology, 21(1), 105-118.
DeVellis R. F., 1998. Scale Development: Theory and Applications. CA: Sage.
Diaz, I., Chiaburu, D. S., Zimmerman, R. D., & Boswell, W. R., 2012. Communication technology: Pros and cons of constant connection to work. Journal of Vocational Behavior, 80(2), 500-508.
Dulebohn, J. H., Bommer, W. H., Liden, R. C., Brouer, R. L., & Ferris, G. R., 2012. A meta-analysis of antecedents and consequences of leader-member exchange integrating the past with an eye toward the future. Journal of Management, 38(6), 1715-1759.
Erdogan, B., & Enders, J., 2007. Support from the top: Supervisors’ perceived organizational support as a moderator of leader-member exchange to satisfaction and performance relationships, Journal of Applied Psychology, 92,.321-330.
Etzion, D. , D. Eden & Y. Lapidot., 1998. Relief from job stressors and burnout: Reserve service as a respite. Journal of Applied Psychology,83(4), 577-585.
Ferguson, M., Carlson, D., Boswell, W., Whitten, D., Butts, M. M., & Kacmar, K.M., 2016. Tethered to work: A family systems approach linking mobile device use to turnover intentions. Journal of Applied Psychology, 101(4), 520-534.
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.
Freeman, N., & Muraven, N., 2010. Don’t interrupt me! Task interruption depletes the self’s limited resources. Motivation and Emotion, 34, 230−241.
Freudenberger, H. J., 1974. Staff burnout. Journal of Social Issues, 30(1): 159-165.
Gaines, J., & Jermier, J. M., 1983. Emotional exhaustion in a high stress organization. Academy of Management Journal, 26(4), 567-586.
Graen, G., Liden, R. C., Hoel, W., 1982. Role of leadership in the employee withdrawal process.Journal of Applied Psychology, 69.
Graen, G., Novak, M. A. & Sommerkamp, P., 1982. The effects of leader-member exchange and job design on productivity and satisfaction: testing a dual attachment model. Organizational Behavior and Human Performance, 30, 109-131.
Graen, G.B., & Uhl-Bien, M., 1991. The transformation of professionals into self-managing and partially self-designing contributions: Toward a theory of leader-making. Journal of Management Systems, 3(3), 33-48.
Graen, S. G., Cashman, J. F., 1975. A role-making model of leadership in formal organizations: A development approach. Organization and Administrative Sciences, 6, 143-165.
Halbesleben, J. R., 2006, Sources of social support and burnout: a meta-analytic test of the conservation of resources model. Journal of Applied Psychology, 91(5), 1134-1145.
Harris, K. J., & Kacmar, K. M., 2006, Too much of a good thing: The curvilinear effect of leader-member exchange on stress. Journal of Social Psychology, 146(1), 65-84.
Harris, K. J., Wheeler, A. R., & Kacmar, K. M., Leader–member exchange and empowerment: Direct and interactive effects on job satisfaction, turnover intentions, and performance, The Leadership Quarterly, 20(3), 2009, 371-382.
Hesselgreaves, H. & Scholarios, D., 2014. Leader–member exchange and strain: A study of job demands and role status. Human Resource Management Journal, 24(4), 459–478.
Hochwarter, W., 2005. LMX and job tension: Linear and non-linear effects and affectivity. Journal of Business and Psychology, 19(4), 505-520.
Hoeven, C. L. T., van Zoonen, W., & Fonner, K. L., 2016. The practical paradox of technology: The influence of communication technology use on employee burnout and engagement. Communication Monographs, 83(2), 239-263.
Homans, G. C., 1958. Social behavior as exchange. American journal of sociology, 63, 597-606.
Honkonen, T., Ahola, K., Pertovaara, M., Isometsa, E., Kalimo, R., Nykyri, E., Aromaa, A. and Lonnqvist, J., 2006. The association between burnout and physical illness in the general population-results from the Finnish Health 2000 Study, Journal of Psychosomatic Research, 61(1), 59-66.
Janssen, O., & Van Yperen, N.W., 2004. Employees’ goal orientations, the quality of leader-member exchange, and the outcomes of job performance and job satisfaction, Academy of Management Journal, 47, 368-384.
Jian, G., 2012. Revisiting the association of LMX quality with perceived role stressors: Evidence for inverted U relationships among immigrant employees, Communication Research, 41(1), 52-73.
Kahill, S., 1988. Symptoms of Professional Burnout: A Review of the Empirical Evidence. Canadian Psychology, 29, 284-297.
Karasek, R. A., 1979. Job demands, job decision latitude, and mental strain: Implications for job redesign. Administrative Science Quarterly, 24, 285-308.
Karunaharan, D., 2019. Running head:business travel and perceived stress psychological stress among business travelers in malaysia. Journal of Psychological Research, 1(1), 4-14.
Khan, O. F., & Fazili, A. I., 2016. Work life balance: A conceptual review. Journal of Strategic Human Resource Management, 5(2), 20-25.
Khatoon, B., Hill, K. B., & Walmsley, A. D., 2015. Instant messaging in dental education. Journal of Dental Education, 79(12), 1471-1478.
Lanaj, K., Johnson, R. E., & Barnes, C. M., 2014. Beginning the workday yet already depleted? Consequences of late-night smartphone use and sleep. Organizational Behavior and Human Decision Processes, 124(1), 11-23.
Lee, K.-E., 2011. Moderating effects of leader-member exchange (LMX) on job burnout in dietitians and chefs of institutional foodservice. Nutrition research and practice, 5(1), 80-87.
Lee, R. T. & Ashforth, B. E., 1996, A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), 123-133.
Lee, Y.-K., Chang, C.-T., Lin, Y., & Cheng, Z.-H., 2014. The dark side of smartphone usage: Psychological traits, compulsive behavior and technostress. Computers in Human Behavior, 31, 373-383.
Leung, L., 2011. Effects of ICT connectedness, permeability, flexibility, and negative spillovers on burnout and job and family satisfaction. Human Technology, 7(3), 250-267.
Liden, R. C. , Wayne, S. J. & Stilwell, D., 1993. A longitudinal study on the early development of leader-member exchanges. Journal of Applied Psychology, 78(4): 662-674.
Liden, R. C., Wayne, S. J., & Sparrowe, R. T., 2000. An examination of the mediating role of psychological empowerment on the relations between the job, interpersonal relationships, and work outcomes. Journal of Applied Psychology, 85(3), 407– 416.
Liden, R.C., Erdogan, B., Wayne, S.J., Sparrowe, R.T., 2006. Leader-member exchange, differentiation, and task interdependence: Implications for individual and group performance. Journal of Organizational Behavior, 27, 723-746.
Malach-Pines, A., 2005. The burnout measure,short version. International Journal of Stress Management, 12(1), 78–88.
Maslach, C., & Jackson, S.,1981. The measurement of experienced burnout. Journal of Occupational Behavior, 2, 99-113.
Maslach, C., 1976. Burned out. Human Behavior, 5(1), 16-22.
Maslach, C., Schaufeli, W. B. & Leiter, M. P., 2001. Job burnout. Annual Review of Psychology, 52, (1), 397-422.
Muraven, M., & Baumeister, R. F., 2000. Self-regulation and depletion of limited resources: Does self-control resemble a muscle? Psychological Bulletin, 126, 247−259.
Olson-Buchanan, J. B., & Boswell, W. R., 2006. Blurring boundaries: Correlates of integration and segmentation between work and nonwork. Journal of Vocational Behavior, 68, 432−445.
Park, Y., Fritz, C., & Jex, S. M., 2011. Relationships between work–home segmentation and psychological detachment from work: The role of communication technology use at home. Journal of Occupational Health Psychology, 16, 457-467.
Philip, J., Najmi, H., Orudzheva, L., & Struckell, E., 2017. Work life overlap in the millennial generation:The role of ubiquitous technology. Journal of Strategic Innovation and Sustainability, 12(1), 80-98.
Ragsdale, J. M., & Hoover, C. S., 2016. Cell phones during nonwork time: A source of job demands and resources. Computers in Human Behavior, 57, 54-60.
Richardson, K. M., & Thompson, C. A., 2012. High tech tethers and work-family conflict: A conservation of resources approach. Engineering Management Research, 1(1), 29-43.
Schermuly, C. C., & Meyer, B., 2015. Good relationships at work: The effects of leader–member exchange and team–member exchange on psychological empowerment, emotional exhaustion, and depression. Journal of Organizational Behavior, 37, 673– 619.
Schieman, S., & Glavin, P., 2008. Trouble at the border? Gender, flexible work conditions, andthe work-home interface. Social Problems, 55, 590-611.
Schieman, S., & Young, M. C., 2013. Are communications about work outside regular working hours associated with work-to-family conflict, psychological distress and sleep problems? Work and Stress, 27(3), 244-261.
Sonnentag, S. & U. Bayer., 2005. Switching off mentally: Predictors and consequences of psychological detachment from work during off-job time. Journal of Occupational Health Psychology,10(4), 393-414.
Sonnentag, S., & Fritz, C., 2007. The recovery experience questionnaire: Development and validation of a measure for assessing recuperation and unwinding from work. Journal of Occupational Health Psychology, 12, 204−221.
Sonnentag, S., Binnewies, C., & Mojza, E. J., 2010. Staying well and engaged when demands are high: The role of psychological detachment. Journal of Applied Psychology, 95, 965−976.
Spector, P. E. & Jex, S. M., 1998. Development of four self-report measures of job stressors and strain: international conflict at work scale, organizational constraints scale, quantitative workload inventory, and physical symptoms inventory. Journal of Occupational Health Psychology, 3(4), 356-367.
Thomas, C. H., & Lankau, M. J., 2009. Preventing burnout: The effects of LMX and mentoring on socialization, role stress, and burnout. Human Resource Management, 48(3), 417-432.
Thomas, K. W.,Velthouse, B. A., 1990. Cognitive elements of empowerment. Academy of Management Review, 15(4), 666-681.
Tordera, N., González-Roma, V., & Peiró, J.M., 2008. The moderator effect of Psychological climate on the relationships between leader-member exchange (LMX) quality and role overload. European Journal of Work and Organizational Psychology, 17(1), 55-72.
Towers, I., Duxbury, L., Higgins, C., & Thomas, J., 2006. Time thieves and space invaders: Technology, work and the organization. Journal of Organizational Change Management, 19, 593-618.
Voydanoff, P., 2007. Work, family, and community: Exploring interconnection. Mahwah, NJ: Lawrence Erlbaum Asso ciates.
Yaghoubi, N. M., Pourghaz, A, Toomaj, H. G., 2014. Study of perceived organizational support‘s relationship with job burnout. International Journal of Academic Research in Business and Social Sciences, 4 (6), 315-324.
Zerubavel, E., 1991. The fine line: Making distinctions in everyday. New York: Free