| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 89 === For recent years domestic economy is going down and down. From early 1990’s growing competitiveness caused by the openings of many new banks in the limited financial market lowers the profitability of banks. Moreover, the amount of over-due loan is increasing because of poor loan quality, moving-out of traditional industries and increasing unemployment rate. Under the impact of dramatic change of circumstances, the stress which clerks now under is growing. Former days the position of clerks is thought to be stable and well paid. Nowadays clerks, however, are under the threat of being laid-off and various uncertainties and apt to tiredness of job. Present investigation is trying to find out stress source of clerks. The relation between stress source with burnout and working attitude is also investigated to find out ways of releasing pressure, decreasing burnout and building-up good working attitude.
Present investigation was accomplished through questionnaires. Major findings are the following:
1.Among the job characteristics, burnout is decreased with increasing working autonomy and task identity; increasing the skill variety, task significance and working feedback can prevent from decreasing professional efficacy in the burnout category.
2.Regarding role stress, increasing confliction, ambiguity, over-load (quantitative) and over-load (qualitative) tend to increase emotion exhaustion in the burnout category; increasing ambiguity enhances decreasing professional efficacy in the burnout category.
3.Maintaining better relationship with supervisor, colleague, subordinate and organization can restrain emotion exhaustion and professional efficacy decrease in the burnout category.
4.Regarding personality, emotion exhaustion and professional efficacy decrease in the burnout category can be decreased by type-A personality.
5.From aspect of job characteristics, service attitude can be improved by increasing working autonomy, task identity, skill variety, task significance and working feedback; resigning intention can be restrained by increasing working autonomy.
6.Regarding role stress, increasing ambiguity makes service attitude more poor; resigning intention is enhanced by increasing confliction, over-load (quantitative) and over-load (qualitative).
7.Maintaining better relationship with supervisor, colleague, subordinate and organization can enhance better service attitude; resigning intention is restrained.
8.Increasing emotion exhaustion in the burnout category enhances resigning intention.
9.Service attitude becomes poorer by more professional efficacy decrease.
10.Regarding stress source job characteristics, role stress and personal relationship have outstandingly direct effect on emotion exhaustion and professional efficacy decrease in the burnout category; burnout has distinctively direct effect on service attitude and resigning intention in the working attitude category.
11.From aspect of service attitude, task identity and task significance in the job characteristics category have mediating effect on burnout; As to resigning intention, working autonomy in the job characteristics category has mediating effect on burnout.
12.Burnout has mediating effect between roll stress and working attitude; from aspect of service attitude, there is no mediating effect between roll stress and burnout; from aspect of resigning intention, roll stress has mediating effect between roll conflict and burnout.
13.Burnout has mediating effect between personal relationship and working attitude; from aspect of service attitude, personal relation has mediating effect between relation with supervisor and burnout; from aspect of resigning intention, personal relation has no mediating effect between relation with supervisor and burnout.
14.Burnout has mediating effect between personality and working attitude; from aspect of service attitude, there is no mediating effect between Type-A personality and burnout; from aspect of resigning intention, there is mediating effect between Type-A personality and burnout.
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