本研究主要目的在探討，外表光鮮亮麗的電視新聞主播在工作中所面臨的工作倦怠現象，並探討哪些因素可能使電視新聞主播產生工作倦怠感與工作壓力？本研究以半結構式訪問法，共訪問國內十二位電視新聞主播，從主播的個人特質、媒體組織及社會情境三個層面，探討電視新聞主播工作倦怠的成因，並嘗試分析工作倦怠對主播的工作表現及職業生涯規劃的影響。 研究發現，新聞主播的工作倦怠現象是普遍性的存在，其工作倦怠感會受到個人、組織、工作特性與媒體環境變化等因素的影響，其中工作角色職務的不同也會影響主播的工作倦怠程度。 本研究主要發現如下： （一）新聞主播的工作壓力大，工作倦怠感並非單純個人問題，組織支持很重要。 （二）新聞團隊的合作與組織溝通很重要。 （三）新聞主播的工作倦怠感，會因工作職務角色區分而有不同。 （四）台灣的新聞主播角色面臨轉型的重要階段、外界觀感影響主播自我認知。 關鍵字：新聞主播、電視新聞、工作倦怠、工作壓力 / This research mainly conducts the job burnout phenomenon of anchors with glittery outfits, and also conducts the causes of job stress and job burnout of anchors. This research adopts semi-structured interview method, interviewed twelve domestic anchorpersons to figure out the causes of job burnout of anchors in three levels, including personal characteristics, media organizations, and social situation, this research also tries to analyze how the job burnout influence anchors’ performance and career planning. This research finds out that job burnout phenomenon is common among anchorpersons, which is influenced by individuals, organizations, working characters, and the changing media environment, in which working character and identity is also influential to the level of anchors’ tiredness. Findings of this research: 1. Anchorpersons have great job stress, job burnout is not a simple individual problem, it is also important gaining support from organization. 2. It is very important having communication inside organization and teamwork. 3. Job burnout of anchors could be different due to working characters. 4. Anchorpersons in Taiwan now facing an important stage of transforming, external impression influences the self-recognition of anchors. Keywords: anchor、television news、 job burnout、 job stress

本研究旨在探討教育行政機關之主管家長式領導、行政人員情緒勞動及職業倦怠之關係，以瞭解目前我國教育行政機關主管領導型態，並進一步分析行政人員知覺家長式領導與其情緒勞動及職業倦怠之關係。研究方法以文獻分析及問卷調查法為主，係以臺北縣市教育局之行政人員為對象，隨機抽樣400位行政人員，回收有效樣本260人，回收率達65%。問卷調查結果採用描述性統計、單因子變異數分析以及多元迴歸分析法進行分析，獲得研究結論如下： 一、教育行政機關行政人員在知覺主管家長式領導中，「德行領導」之程度最高。 二、教育行政機關行政人員在情緒勞動中，以「深層偽裝」較高。 三、教育行政機關行政人員在職業倦怠中，以「情緒耗竭」最高。 四、不同背景變項之教育行政機關行政人員在知覺主管家長式領導、情緒勞動及職業倦怠等變項上或分向度上有顯著差異。 五、教育行政機關行政人員知覺主管不同之家長式領導類型程度分別與其情緒勞 動有顯著差異。 六、教育行政機關行政人員知覺主管不同之家長式領導類型程度分別與其職業倦 怠有顯著差異。 七、教育行政機關行政人員情緒勞動與其職業倦怠有顯著差異。 八、教育行政機關行政人員知覺主管家長式領導中之「威權領導」及其情緒勞動皆可有效預測其職業倦怠。 根據上述研究結論，本研究提出下列建議： 一、對教育行政機關主管之建議 （一）發揮仁慈領導，主動關懷提供支援之環境， （二）重視德行領導，以身作則俾利型塑使命感。 （三）慎用威權領導，展現理性的人治手段。 （四）建立職場情緒腳本，並納入公務人員訓練課程之中。 （五）加強甄選機制，篩選具合適人格特質之行政人員。 二、對教育行政機關行政人員之建議 （一）主動積極請主管指引政策擬辦方向，以減少情緒勞動。 （二）向資深同仁請益，以有效轉化情緒勞動。 （三）找尋適當的情緒表達管道，以降低表層偽裝的情緒勞動。 （四）瞭解公部門服務之本質，以提升專業效能。 三、對未來研究之建議 分別就研究對象、研究變項及研究方法等方面提出進一步之建議，俾使未來相關研究更臻完善。 / The purpose of this study is to investigate the relationships among paternalistic leadership of supervisors, emotional labor and job burnout of administrators, to realize the status in Taiwan. The research method this study adopted were literature analysis and survey research which data were collected from random sample of 400 administrators of Department of Education Administration Authority in Taipei City and County. The valid samples were 260, and usable responses rates were 65%. The collected data were analyzed by using the statistical methods of descriptive statistics, one-way ANOVA, and multiple regression analysis. And the findings of this study are as follows: 1. Among the perception from the administrators of supervisors’ paternalistic leadership, “moral leadership” is the highest. 2. As to the emotional labor of administrators, “deep acting” is higher. 3. As to the job burnout of administrators, “emotional exhaustion” is the highest. 4. The administrators with different background variables have significant differences in perceptions of supervisors’ paternalistic leadership, their emotional labor and job burnout. 5. The administrators with different level of perceptions of supervisors’ have significant differences in emotional labor. 6. The administrators with different level of perceptions of supervisors’ have significant differences in job burnout. 7. The administrators with different level of emotional labor have significant differences in job burnout. 8. The levels of administrators’ perceptions of supervisors’ “authority leadership” and administrators’ emotional labor can effectively predict the job burnout of administrators. Based on the above findings, this study makes the following recommendations: 1. For supervisors of education administration authority (1) Play a benevolent leadership to provide the supported environment. (2) Emphasis on moral leadership to make a sample for shaping the missions. (3) Use authoritarian leadership carefully to show a rational person. (4) Establish the workplace emotional scripts, and add them in the public service training curriculum. (5) Strengthen the selection mechanisms to select the administrators with appropriate personality traits. 2. For administrators of education administration authority (1) Proactively get the guidelines of proposed direction from the supervisors in order to reduce the emotional labor. (2) Ask senior colleagues to effectively transform the emotional labor. (3) Find the appropriate ways to express emotions in order to reduce the “surface acting” emotional labor. (4) Realize the nature of public sector services in order to promote the professional performance. 3. For future studies: This study provide suggestions on research subjects, variables and methods for future studies as well.

L’objectif principal de ce mémoire est l’étude de la relation entre le navettage, soit le fait de faire la navette quotidiennement entre le domicile et le travail, et l’épuisement professionnel. Plus précisément, les rôles de modération du moyen de transport et de la région du milieu de travail, tant distinctement que simultanément, sur la relation entre la durée et la distance de navettage et l’épuisement professionnel sont examinés. L’épuisement professionnel a été mesuré grâce au MBI-GS (Maslah Burnout Inventory – General Survey). Les données proviennent de l’étude SALVEO menée au Canada par l’Équipe de Recherche sur le Travail et la Santé Mentale (ERTSM). Les données ont été recueillies entre 2009 et 2012 dans 63 milieux de travail selon un taux de réponse de 71.3 %, équivalent à 2162 employés. Les multiples analyses de régression effectuées sont pamis lespremières à lier significativement le navettage à l’épuisement professionnel. En effet, les navetteurs qui travaillent en grandes régions urbaines sont significativement plus épuisés émotionnellement que les travailleurs des petites régions urbaines ou des régions rurales. Il existe une relation curvilinéaire entre la durée de navettage et la dimension du cynisme. Une relation curvilinéaire existe également entre la durée de navettage et la mesure globale de l’épuisement professionnel. Enfin, le moyen de transport ainsi que la région dans laquelle se situe l’établissement de travail modèrent simultanément la relation entre la durée de navettage et la dimension de l’efficacité professionnelle. Globalement, les résultats suggèrent que le stress de navettage provient de l’ajustement quotidien des travailleurs à leurs conditions de navettage, qui se répercute en emploi. Les organisations devraient donc s’intéresser au développement de pratiques de gestion en ressources humaines misant sur l’amélioration des conditions de navettage de leurs employés. Ces pratiques RH pourraient moduler la relation entre le navettage et les problèmes de santé mentale au travail. / The main goal of the thesis was to study the relationship between commuting and burnout. Specifically, we assessed the moderation effect of both the mode of transportation and the workplace areas, distincly and simultaneously, on the relationship between commuting duration and distance with burnout, Burnout was measured using the MBI-GS (Maslah Burnout Inventory-General Survey). Data was collected during the SALVEO Canadian study by the Équipe de Recherche sur le Travail et la Santé Mentale (ERTSM) between 2009 and 2012 in 63 workplaces. 2,162 employees participated, resulting in a response rate of 71.3%. The multiple regression analysis performed are among the firsts to significantly associate commuting to burnout. Indeed, commuters who work in large urban areas are significantly more emotionally exhausted than workers in small urban or rural areas. There is a curvilinear relationship between commuting time and dimension of cynicism. A curvilinear relation also exists between commuting time and the overall measure of burnout. Finally, the means of transport as well as the workplace area simultaneously moderate the relationship between commuting time and dimension of inefficacy. Overall, results suggest that the stress of commuting comes from the daily adjustment of workers to their commuting conditions, which is reflected in employment. Organizations should therefore be interested in the development of human resources management practices focusing on improving their employees' commuting conditions. These HR practices could modulate the relationship between commuting and mental health problems at work.

本研究係以內政部入出國及移民署公務人員為研究對象，探討不同個人屬性的公務人員在工作倦怠、工作滿意度與離職傾向上的差異性及工作倦怠、工作滿意度對離職傾向的影響情形，藉由問卷調查蒐集資料，計發放320份問卷，回收有效問卷300份（回收率93.8%），後以描述性分析、獨立樣本t檢定、單因子變異數分析、Pearson積差相關分析及多元迴歸分析等統計方法進行資料分析，並獲致研究結論如下： 一、個人屬性中以「本機關服務年資」和「服務單位」在各變項及構面上均有顯著差異。 二、工作倦怠及其各構面對離職傾向及其各構面均呈現顯著之正相關。 三、工作滿意度對離職傾向呈現顯著之負相關，其中「工作成就感」、「報償滿意」及「升遷機會」等構面與離職傾向之各構面亦均呈現顯著負相關。 四、在聯合預測力的分析結果中，以工作倦怠的「苟且態度」對離職傾向最具正向預測力，工作滿意度的「報償滿意」最具負向預測力。 本研究依據研究結論提出實務上之研究建議，以供機關作為人力資源管理之參考。 關鍵字：公務人員、工作倦怠、工作滿意度、離職傾向 / This research takes the officers in National Immigration Agency as the object to discuss their personalities contributes the job burnout, job satisfaction and the difference of the turnover intention , and it also discuss the influence about the job burnout, job satisfaction to the turnover intention. The research is implemented by questionnaire that issued for 320, the valid questionnaire is three hundreds and in 93.8% response rate. The data is analyzed by the descriptive statistics, Independent t Test, One Way ANOVA, Pearson’s Correlation Analysis and Multiple Regression Analysis and the conclusion are as follows： 1.The personal “seniority in National Immigration Agency” and “service” have significant differences in all variables and structure. 2.Job burnout and turnover intention showed a significant positive correlation between two of them. 3.There is a significant negative correlation between job satisfaction and turnover intention. The “job achievement”, “Payroll Satisfation” , “Promotion Satisfaction” and the various structures of turnover intention showed a fairly significant negative correlation. 4.The analysis results in joint predictive power, the “cynicism” in job burnout has the most positive predictive power to the turnover intention, and the “Payroll Satisfation” in the job satisfaction has the most negative predictive power to the turnover intention. Bsaed on above findings, some recommendations are proposed and expected it helps the human resources management in National Immigration Agency. Keywords：Officer, Job burnout, Job satisfaction, Turnover intention

Syftet med denna studie var att förstå hur arbetstagare upplever sin återgång i arbete efter en utmattningsdiagnos och hur upplevelser, erfarenheter, tankar och känslor upplevs främja återgång i arbete. Studien var kvalitativ och datainsamlingen bestod av fenomenologiska intervjuer med en person i taget med totalt åtta deltagare. I studien konstaterades huvudsakligen en kongruens mellan det som tidigare forskning visat och det som framkommit i införskaffad empiri. En del upplevelser som visat sig vara effektiva för återgång i arbete i tidigare forskning har också av deltagarna i denna studie visat sig upplevas som särskilt effektiva och värdefulla. De interna resurserna i form av bekräftelse, insikt och coping var av stor betydelse för tillfrisknande och återgång i arbete i kombination med ett upplevt praktiskt och emotionellt stöd av framförallt vården, chef och familj. En skillnad från tidigare studier var att det upplevda stödet från familjen uttrycktes och påtalades i högre utsträckning i denna studie än i tidigare studier. Den viktigaste slutsatsen som kan dras av studien är att ett upplevt praktiskt som emotionellt stöd, såväl under sjukskrivning som vid återgången i arbete är av oerhörd vikt för både tillfrisknande och återgång i arbete. / The purpose of this study was to understand how workers experience their return to work after a job burn out and how experiences, thoughts and feelings are perceived to promote return to work. The study was qualitative and the data collection consisted of phenomenological interviews with one person at a time with a total of eight participants. The study found mainly a congruence between what has been shown in previous research and what emerged from acquired empirical evidence. Some experiences that have proven to be effective for returning to work in previous research have also been shown by participants in this study to be particularly effective and valuable. The internal resources in terms of confirmation, insight and coping were of great importance for recovery and return in work combined with experienced practical and emotional support, especially by the care, manager and family. A difference from previous studies was that the perceived support from the family was expressed and addressed to a greater extent in this study than in previous studies. The main conclusion that can be drawn from the study is that experienced support, both practical and emotional, both during sick leave and at return to work, is of crucial importance both for recovery and return to work.

Job-related aspects of the work environment, such as work pressure, workload, leadership, and management support cause occupational stress and increase costs to organizations. Grounded in the job demands-resources model theory, the purpose of this single case study was to explore strategies some bank managers use to reduce employees' occupational stress. The interview process included 5 managers employed at a bank in the Caribbean who successfully implemented strategies that reduced employees' occupational stress. The data collection and analysis process involved face-to-face, semistructured interviews and analysis of organizational documentation. Using the exploratory approach in data analysis, data were systematically integrated, evaluated, and summarized through a process of coding and generating themes and patterns. During the coding process, 4 major themes emerged: organizational protection and leadership, supportive organization, occupational health and well-being, and prevention. Business managers who develop and execute strategies centered on these themes might reduce job-related stress factors and the negative consequences of occupational stress. The study results might prompt business leaders to develop prevention strategies to address the causes of potential stressors linked to work conditions. The implications for positive social change include the potential for improving employee health and reducing health costs to employees, their families, and communities.

Private security forms part of a key strategy component in South Africa in terms of the alignment of the safety and security sector. Both private and public sector businesses in South Africa depend on private security systems to safeguard their assets. Although the growth in the private security sector has not provided for outstanding qualities and high levels of qualification criteria for employment in the sector, this quiet transformation of South Africa’s every day security landscape has potentially wide-ranging concerns. It raises important questions about the accountability and responsibility of security companies in providing their clients with disciplined security officers. There are reasons for concerns at Eskom because of the disciplinary problems experienced by security officers. These disciplinary problems create an environment of instability and uncertainty, which impacts on the core purpose of Eskom which is to provide sustainable electricity solutions to grow the economy and improve the quality of life of people in South Africa. Accordingly, the main purpose for the deployment of security officers to Eskom centres is to create a safer environment for Eskom and to safeguard its assets. Currently, disciplinary problems in the workplace constitute one of the most basic problems facing employers in both the public and private sectors. Therefore, developing and maintaining a disciplined security workforce is a priority that should be on the agenda of all private security companies. The objectives of this research included the following:  Examine which factors contribute to disciplinary problems;  Determine what the causes of these factors are that contribute to disciplinary problems; and  Identify what solutions can be used to address the factors contributing to disciplinary problems. A qualitative research approach was used in this study, in that verbal non-numerical data was collected from people in their natural environments who experience xiv everyday situations in the workplace in order to gain a more complete understanding of the problem area. The main method of data collection was by means of face-to-face interviews between the researcher and the interviewees which took place according to a standardised interview schedule. Thirty (30) respondents drawn by means of probability and non-probability sampling processes and were individually interviewed by the interviewer. Accordingly, this study has examined issues as to why security officers do not reliably uphold the discipline that is required of them in the provision of security services at the Eskom centres. The problem of poor discipline at Eskom centres compromises security, which impacts negatively on profitability when a site experiences losses and theft because security officers do not adhere to Eskom’s security requirements while they are deployed at Eskom centres. It is important for any institution to first examine and identify the disciplinary problems experienced by its employees before those problems can be addressed successfully. Accordingly, the nature and extent of disciplinary problems by security officers were examined within this study to assess the effectiveness of security management practices within the private security companies supplying a security service to Eskom. This study, therefore, examined disciplinary problems at Eskom centres (on the north coast of KwaZulu-Natal) to identify the specific problems which the security officers have been experiencing and to indicate how effective their company management systems were in dealing with those problems. The study also assisted with formulating adequate recommendations with regard to managing the disciplinary problems at Eskom centres. / Criminology and Security Science / M. Tech. (Security Management)

Private security forms part of a key strategy component in South Africa in terms of the alignment of the safety and security sector. Both private and public sector businesses in South Africa depend on private security systems to safeguard their assets. Although the growth in the private security sector has not provided for outstanding qualities and high levels of qualification criteria for employment in the sector, this quiet transformation of South Africa’s every day security landscape has potentially wide-ranging concerns. It raises important questions about the accountability and responsibility of security companies in providing their clients with disciplined security officers. There are reasons for concerns at Eskom because of the disciplinary problems experienced by security officers. These disciplinary problems create an environment of instability and uncertainty, which impacts on the core purpose of Eskom which is to provide sustainable electricity solutions to grow the economy and improve the quality of life of people in South Africa. Accordingly, the main purpose for the deployment of security officers to Eskom centres is to create a safer environment for Eskom and to safeguard its assets. Currently, disciplinary problems in the workplace constitute one of the most basic problems facing employers in both the public and private sectors. Therefore, developing and maintaining a disciplined security workforce is a priority that should be on the agenda of all private security companies. The objectives of this research included the following:  Examine which factors contribute to disciplinary problems;  Determine what the causes of these factors are that contribute to disciplinary problems; and  Identify what solutions can be used to address the factors contributing to disciplinary problems. A qualitative research approach was used in this study, in that verbal non-numerical data was collected from people in their natural environments who experience xiv everyday situations in the workplace in order to gain a more complete understanding of the problem area. The main method of data collection was by means of face-to-face interviews between the researcher and the interviewees which took place according to a standardised interview schedule. Thirty (30) respondents drawn by means of probability and non-probability sampling processes and were individually interviewed by the interviewer. Accordingly, this study has examined issues as to why security officers do not reliably uphold the discipline that is required of them in the provision of security services at the Eskom centres. The problem of poor discipline at Eskom centres compromises security, which impacts negatively on profitability when a site experiences losses and theft because security officers do not adhere to Eskom’s security requirements while they are deployed at Eskom centres. It is important for any institution to first examine and identify the disciplinary problems experienced by its employees before those problems can be addressed successfully. Accordingly, the nature and extent of disciplinary problems by security officers were examined within this study to assess the effectiveness of security management practices within the private security companies supplying a security service to Eskom. This study, therefore, examined disciplinary problems at Eskom centres (on the north coast of KwaZulu-Natal) to identify the specific problems which the security officers have been experiencing and to indicate how effective their company management systems were in dealing with those problems. The study also assisted with formulating adequate recommendations with regard to managing the disciplinary problems at Eskom centres. / Criminology and Security Science / M. Tech. (Security Management)

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