探索工作壓力對幸福感之影響，休閒調適、知覺組織支持與知覺主管支持之調節效果—以臺灣連鎖咖啡廳為例

Abstract

根據行政院主計處於2019年在受雇員工薪資調查資料顯示，餐飲業員工每月平均薪資在所有產業之中偏低，但平均工時與離職率卻皆為所有產業中較高的指標。本研究以臺灣地區連鎖咖啡廳從業人員為對象，探討其工作壓力、休閒調適、知覺組織支持、知覺主管支持與幸福感之影響，採立意抽樣方式進行問卷調查，受測對象為現職三個月以上之正式員工，並以多元線性迴歸分析探討其工作壓力、休閒調適、知覺組織支持、知覺主管支持與幸福感之影響程度。本研究之正式問卷透過實體與網路方式進行發放，共計發放392份，有效問卷為319份，有效樣本率為81.4%，研究工具為工作壓力量表、休閒調適量表、知覺組織支持量表、知覺主管支持量表與幸福感量表，並以敘述性統計、獨立樣本t檢定、單因子變異數分析與多元線性迴歸分析進行資料處理與分析。研究結果顯示：工作壓力當中的四個構面對幸福感皆有顯著的負向影響，其中以角色衝突的負面影響最為明顯，而在休閒調適的三個構面當中，以友伴式休閒的調節效果最為明顯，且知覺組織支持與知覺主管支持，皆對工作壓力影響幸福感具有正向的調節效果。本研究之結果建議管理者與員工可透過降低雙方之間做事原則相互衝突的情況，以及員工可嘗試將自身人格特質與公司理念相互結合，以降低工作壓力當中角色衝突與角色模糊的負面影響，同時也建議員工可適時透過休閒參與來減輕工作壓力以達到舒緩身心的效果，而在管理者方面亦可透過來自組織或主管的支持以協助提升員工在工作中整體的幸福感受。Taiwan’s coffee market has been booming over the last decade. According to the statistics of the Ministry of Finance, the number of coffee beans imported has grown 2.1 times from 2008 to 2018. The import volume of coffee beans is estimated to reach new heights in the future. The Ministry of Economic Affairs has also indicated that there were more than 3,403 coffee shops in Taiwan as of March 2019. However, in the coffee shop industry, especially branded coffee chains, the working environment is often characterized by irregular and long working hours, high level of role pressure, and frequent work overload. When an employee faces such a stressful situation, he or she may easily become anxious, which in turn leads to dissatisfaction and negative emotions towards work, and eventually a decreased sense of well-being. Previous studies have identified a negative relationship between work-related stress and employees’ well-being in other industries. Moreover, some research has showed that leisure coping, and higher levels of perceived organizational support and perceived supervisor support may have positive moderating effects on the relationship between job stress and well-being both in and outside of work. Nonetheless, these relationships and effects have not been empirically investigated in the coffee shop industry context. To reduce this research gap, this study attempts to examine the effect of job stress on the well-being by using the employees of branded coffee chains in Taiwan, and to explore the moderating effects of leisure coping, perceived organizational support, perceived supervisor support on the relation between job stress and well-being. A quantitative survey approach has been adopted. The measuring instruments were developed based on a comprehensive literature review and were further validated by eight experts in the hospitality field. A purposive sampling was used to recruit eligible respondents in this study. The respondents were full-time employees who have been employed for more than three months in branded coffee chains. A total of 392 responses were received, and 319 valid responses was obtained, with a response rate of 81.4%. Multiple linear regression analysis was used to explore the relationship among job stress, leisure coping, perceived organizational support, perceived supervisor support, and well-being. The results showed that all the four dimensions of job stress (i.e., workload, utilization of skills, role conflict, and role ambiguity) have significant negative effects on well-being. Among these dimensions, the negative impact of role conflict was found to be the most significant., Among the two dimensions of leisure coping (i.e., leisure palliative coping, and leisure companionship), leisure companionship has the most significant moderating effect. The results also indicated that both perceived organizational support and perceived supervisor support have a significant positive moderating effect on well-being. Based on the results of this study, it is suggested that employees may try to adjust their mindset to the company's philosophy to reduce the negative effects of role conflicts and job stress. Moreover, employees may participate in leisure activities, especially leisure companionship to reduce job stress. Finally, branded coffee chains managers may also increase the level of organization or supervisor support as a means to enhance employee’s overall well-being.