公車駕駛員工作壓力量表之設計與測試－－以大有巴士、福和客運為例

Design and Test on Job Stress Inventory of Bus Drivers - Taking Da-You and Fu-He Bus Companies as Examples

公車駕駛員比其他行業從業人員有著更高的罹病率、缺勤率及離職率，這些多與工作壓力有關。工作壓力不僅傷害公車駕駛員個人的身心健康，也可能造成其與乘客之間的衝突而影響服務品質。本研究有系統地回顧影響公車駕駛員身心健康與績效的相關變項，並參酌其特殊的工作情境與訪談駕駛員和管理人員後，推演出工作壓力模式的研究架構，包括工作壓力來源、調節變項、工作壓力反應或結果共26個變項。根據此架構發展出公車駕駛員工作力量表，並對大有巴士與福和客運駕駛員進行調查，以期發掘最重要因素。本研究也發現，整體而言，對公車駕駛員職業環境的「要求」很多，而「資源」卻很少，以致呈現不平衡狀況，進而產生壓力。在抒解壓力方面，因為其環境的要求可減少的很有限，因此本研究分別從政府主管機關、公司、站長以及駕駛員個人可以提供的資源提出對策。

City bus drivers suffer higher health risks, striking levels ofabsenteeism and medical disability that may be related to occupational stress.Job stress not only causes the illness of drivers but also generates low servicequality to their customers. According to related literature and interviews withthe drivers and managers, we formulated a conceptual framework to analyze jobstress of bus drivers. It includes 9 stressors, 7 responses or results ofstress, and 10 moderators. An appropriate inventory is then developed to measurejob stress among bus drivers. This study also finds that there are more demandson occupational environment of bus drivers than supportive and encouragingresources. It forms a serious unbalance status that causes their job stress. Fewdemands can be reduced so far to reliese job stress. Some suggestions areprovided according to the resources available to goverment agencies, buscompanies, terminal directors, and drivers.