Abstract
Coming with evolution of social structure, the industrial structure has been changed continually. From earliest agriculture and industrial society. Taiwan has gradually moved into modern society¡Vservice society. Within service society, department store is the most typical business. For the clerks of department store the most significant job is providing face-to-face service to customers. The working hours for the clerks are mainly concentrate on vacation and nighttime combined with long period standing. Hence the influential of physical and psychological stress will cause job burnout. Precisely, clerks are not directly employed by the department store, even they affect the sales and quality of department store nevertheless the department store could not implement the same motivation on clerks as they were hired by boutique. Managerial methods and strategies have become the critical topic for human resource mangers.
This study focus on the source of job burnout, the clerk is the main component, job burnout is the media variance, using those factors to discuss the mediating effect among leadership, role stress, social support, turnover intention, sales performance and sales attitude to the job burnout.
The consequence indicated that:
1.The clerks gained highest degree in the leadership of goal achievement.
2.With role stress, the role overloads that affect clerks is more seriously.
3.With social support, the colleagues supporting provide the highest support.
4.With job burnout, the exhaustion that affects clerks is more thoughtfully.
5.A negative correlation was identified between leadership and job burnout.
Along the leadership, it emphasizes the goal and depersonalization has negative interaction but the interactive to the diminished personal accomplishment among leadership result positive effect.
6.The positive correlation was identified between role stress and job burnout of clerks. Once the role overloads of the role stress occur, the positive effect of exhaustion may take place and the negative effect may diminish personal accomplishment.
Further the role ambiguity and role conflict of role stress may show the positive correlation.
7.A notable correlation was identified between social support and job burnout. The workman support of social support may have negative correlation on job burnout. Moreover, a negative correlation was identified between family supports of depersonalization and diminishes personal accomplishment.
8.A predictable correlation was identified between job burnout and turnover intention. The job burnout and turnover has positive correlation.
9.A diligent positive correlation was identified between job burnout and turnover intention. The exhaustion of job burnout and turnover intention has positive effect.
10.A significant correlation was identified between exhaustion of job burnout and diminishes personal accomplishment. Exhaustion of job burnout to the sales performance has positive effect, in addition diminish personal accomplishment of job burnout has positive effect to the sales performance.
11.A notable negative correlation was associated with job burnout and service attitude. Depersonalization of job burnout and diminished personal accomplishment creates negative effect.
12.In mediating effect, the leadership will affect the turnover intention by job burnout; the role stress will cause turnover intention and service attitude by job burnout.
13.The interaction among leadership, role stress and social support will influence job burnout precisely.
KEY WORDS: Leadership, Role Stress, Social Support, Department Store, and Clerk of Boutique, Job Burnout
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0731101-105340 |
| Date | 31 July 2001 |
| Creators | Hsu, Chia-Hung |
| Contributors | none, none, none |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0731101-105340 |
| Rights | restricted, Copyright information available at source archive |
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