| Summary: | 碩士 === 國立政治大學 === 公共行政研究所 === 100 === The main purpose of this study was to explore the recently psychological situation and the relationships among job satisfaction, burnout and turnover intention, and Taipei City Government 1999 Citizen Hotline as a case.
This study collected and absorbed the essence of other related documents and records, to construct the model of effectiveness and to raise the hypotheses what the study wanted to examine and conclude. The questionnaires were supervised by experts, and then they were sent to ninety nine Telephonists of Taipei City Government 1999 Citizen Hotline and retrieved 81 effective questionnaires. The statistical methods used to analyze the data were descriptive statistics, t-test and one-way ANOVA. The conclusions were as follows:
1. The 1999 telephonists’ recently situation of the extent of the job satisfaction was “medium”, the burnout was “medium low”, and the turnover intention was “medium”.
2. The individual status variables were no significant difference except for “marriage status” among turnover intention of the 1999 telephonists.
3. Both the eternal and external job satisfactions were determined and had negative correlation with Emotional Exhaustion and Diminished Personal Accomplishment.
4. Both the eternal and external job satisfactions were determined and had negative correlation with turnover intention.
5. Both the Emotional Exhaustion and Diminished Personal Accomplishment were determined and had negative correlation with turnover intention.
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