Using the Job Demands – Resources Model, this study investigates the moderating role of support in the organization, such as coworker, supervisor, and perceived organizational support, in attenuating the relationship between emotional job demand and employees’ emotional exhaustion. A series of hierarchical regression analysis on 237 respondents indicate that emotional job demand is negatively related to emotional exhaustion. With respect to the moderating role of support variables, although both instrumental and emotional support from supervisors are shown to moderate the relationship between emotional job demand and emotional exhaustion, only instrumental support is associated with lower levels of emotional exhaustion. This finding provides evidence for the buffering effect. Findings indicate several promising theoretical and managerial implications, and suggestions for future research.

本研究主要的目的以工作要求—資源模式(Job Demands-Resources model)為基礎，延伸JD-R模式之相關基本假定。雖然此模式之基本假定已獲許多實證研究支持，然而，卻仍無法有效解釋工作要求與工作投入之間的相關為何未能有穩定的關係。本研究欲衍伸以了解工作要求與工作資源是否具有不同的內涵，而這不同的內涵是否影響其與工作投入與倦怠的關係。 本研究依據理論分析將工作要求內涵分為挑戰型與阻礙型。而工作資源內涵則包括自由與發展及社會支持。以了解是否不同內涵的工作要求與工作資源，其對於工作投入和工作倦怠間的關係會有所差異，並探討其交互作用效果。 本研究採用結構式問卷調查，調查對象為台灣地區各類組織之279位全職工作者。研究結果發現:不論是挑戰型或是阻礙型要求皆會導致工作倦怠；而挑戰型要求對工作投入有正向影響。社會支持及自主與發展資源皆會引發工作投入；其中，社會支持對工作倦怠有負向影響。在交互作用效果方面，社會支持能有效調節阻礙型要求所引發的工作倦怠，而自主與發展資源在調節阻礙型要求所引發的工作倦怠亦達邊緣顯著。 依據研究結果，本研究建議，企業應給予員工充分的工作資源，不但可以增加員工工作投入的程度，更能減緩其工作倦怠。並且適當的給予挑戰型的要求，降低阻礙型的工作要求，以提升員工心理與生理健康，並提升組織的整體表現。 / Most researchers applied Job Demands-Resources model (JD-R model) to study the job stress. The JD-R model proposes job demands and job resources influenced. Although the part researches showed job demand could predict the burnout, but the results about relationship between job demands and engagement is inconsistent. Therefore, the aim of this study want to resolve this inconsistent result. This study recruited 279 Taiwanese employees. The study’s results showed: First, job demands and burnout were positively associated. Second, relationships among resources and engagement were consistently positive, while relationships among demands and engagement were highly dependent on the different characteristics of the job demand. When employees appraise the job demand as challenges, this job demand were positively associated with engagement. Third, the interaction between social support and hindrance demands significantly predicted the burnout.