市區公車駕駛員情緒智力對工作壓力模式之調節效果

Moderating Effects of Emotional Intelligence of City Bus Drivers on the Job Stress Model

由於職業駕駛長時間於道路上行駛，若稍有疏失則導致交通事故，除了危及自身安全外，亦造成乘客或其他道路使用者傷亡：交通量的逐年提升也造成駕駛員面臨較複雜的工作環境，皆會產生不同程度的工作壓力。若駕駛員無法適當地調適，除了危害個人身心健康，組織整體績效，甚至危及乘客安全。因此在外在環境無法控制情境下，如何協助員工調適工作壓力為公車業者重要的課題之一。因此本研究針對情緒智力探討其對工作壓力源與壓力反應間之關係造成的影響，將有助於協助組織培養員工的情緒智力，降低工作壓力對個人及組織帶來的損害，以期能提升組織的績效。研究發現，駕駛員所成受到之總工作壓力源與工作壓力源五構面均對壓力反應產生顯著影響。其中對工作滿意為負向影響，對負面壓力反應為正向影響。特殊的是工作壓力源五構面中，來自工作本身因素的壓力對於駕駛員的工作滿意的影響大於對負面情緒的影響，但是工作壓力源之五構面並不會同時對壓力反應產生顯著影響，僅組織架構顯著負向影響工作滿意，另工作本身因素顯著正向影響負向壓力反應。最後，針對研究結果進行管理意涵的討論，並提出復續研究建議。

Due to professional drivers' long working hours on the road, drivers' careless mistake often leads to a traffic accident that not only endangers the drivers' personal life but also puts passengers and other roadway users in a potential hazardous situation. In recent years, the increase in traffic density further worsens the drivers' working environment hence adding varying degrees of job pressure to the workers. If the driver cannot adjust to the pressure, it will affect the drivers' personal health, the organization's performance and passengers' well being. Since the external environment cannot be controlled, the issue of how to assist the driver to better adjust and face a variety of working conditions and job stress is one of the most important issues to bus operators. This research was focused on emotional intelligence to study its effect on the relationship between work stressor and stress reaction. It can help organizations train up their staff's emotional intelligence in reducing damage caused by work stress to workers and organizations. This will improve the organizational performance. The results showed a striking effect of the work stressor and the five dimensions of work stressor on stress reactions. The empirical study indicated that there is a negative effect on job satisfaction and a positive effect on negative stress reaction. Specifically, the effect on job satisfaction from the stressor of work itself is more than its effect on negative stress reaction, in the five dimensions of work stressor. However, the five dimensions of work stressor do not affect the stress reactions at the same time. Only organization structure do significantly and negatively influences job satisfaction. Work itself has a significantly positive effect on the negative stress reaction. Finally, we discussed the managerial implications and proposed some suggestions to future research.