工作倦怠歷程模式之探索：以餐飲企業主管為例

Explore the Process Model of Job Burnout: A Study of Food and Beverage Managers

本研究之目的在於細緻描述與呈現工作倦怠的歷程，以瞭解倦怠的起因、促發與惡化的因素及其作用，並在時間歷程與性質上能清楚區分工作倦怠與工作壓力之差異。本研究採用現象學研究取向，針對3 名餐飲企業主管為訪談對象，先對3 名個案進行個別倦怠歷程描述與分析，然後再做整合，形成跨個案的共通工作倦怠「一般結構」。結果發現倦怠的起因來自個人—環境失衡或失調，它們可以用資源—要求不平衡與個人—環境不契合等觀點來解釋，同時這些起因其實就是過去研究所稱的壓力源與工作壓力知覺。而工作壓力知覺進入倦怠歷程的關鍵啟動點則是理想—現實的巨大差距或「幻滅」，它因為個體努力解決或因應問題，問題反而更顯著惡化而產生。因為此差距或幻滅使個體對環境或者自我產生高度負面評價與不滿，後續過程反覆累積的是對環境與問題的無力感、對自我的無價值感、對工作未來的無望感。而當三者累積超過個體能容忍的閾值或環境更劇烈惡化時，將引發個體的離職意念或離職行動。整體而言，本研究提供了個體如何從工作承諾(job engagement)演變至倦怠的詳細歷程，未來研究可再探究如何從倦怠狀態重回工作承諾的復原或療癒歷程。

The purpose of this study is to subtly describe and present the process of burnout, and to enhance to understanding of the burnout causes, arousal and deterioration factors, and their interactions. This study uses phenomenological research approach, where three food and beverage managers were interviewed. The authors describe and analyze their burnout process individually, then making an integration to form a general structure of burnout. The result indicates that the cause of burnout is from imbalance between individual and environment, which can explain by the viewpoint of resource-demand balance and person-environment fit. In the past researches, these causes were called stressors and perceived as work stresses. The key point to turn work stresses into burnout processes is the ideal at huge discrepancies or disillusionment with reality. The harder the individual tries to solve the problem, the worse the problem is. The discrepancies or disillusionment make the individual has strong negative self-approval and feels dissatisfied, which then accumulates sense of powerfulness toward environment and the sense of unworthiness and hopelessness toward one’s career. When all these feelings surpass the individual will have the thought of redsignation. To sum up, this study provides the procsee of how individual job engagement evolving into burnout. Future researches may inquire the process of how individual regain job engagement from burnout state.