當自由成為壓力源：資源保存觀點下彈性辦公對情緒耗竭與工作敬業之影響與緩衝機制

When Flexibility Becomes a Stressor: The Impact of Flexible Work on Emotional Exhaustion and Work Engagement and the Buffering Mechanisms From a Conservation of Resources Perspective

本研究聚焦於疫情期間的彈性辦公情境，探討其轉變成壓力源時，對員工心理耗竭與工作敬業的影響歷程，並進一步檢驗兩種社會支持資源的緩衝效果。根據事件系統理論（ Morgeson, Mitchell, & Liu, 2015） 與McFarland、Reeves、Porr與Ployhart（ 2020） 的觀點， COVID-19疫情為高強度的情境事件，可能改變個體對工作經驗的認知與反應。在此背景下，本研究進一步援引資源保存理論，認為彈性辦公雖提供自主性，卻在疫情的高壓情境中，可能加劇員工的不確定感與資源耗損，進而提升情緒耗竭，並削弱其工作敬業度。為回應此一問題，本研究納入兩種緩衝資源：其一為組織層面的彈性辦公準備程度，其二為個人層面的家庭支持，並檢驗二者在上述歷程中的調節作用。本研究以美國全職員工為樣本，採三階段問卷調查設計，共取得213份有效樣本。研究結果顯示，彈性辦公阻礙型壓力源顯著提升情緒耗竭，並進一步降低工作敬業；而家庭支持可緩解情緒耗竭與工作敬業間的負向關係，組織彈性辦公準備度則可降低彈性辦公阻礙型壓力源對情緒耗竭的影響。研究結果凸顯，在重大事件構成的高強度事件下，彈性辦公安排可能對員工產生反效果，管理者應同步強化組織與家庭層面的支持措施，以降低其對員工心理資源的侵蝕。

This study investigates the impact of flexible work arrangements during the COVID-19 pandemic, conceptualized as a stressor, on employees’ emotional exhaustion and work engagement. Drawing on event system theory (Morgeson, Mitchell, & Liu, 2015) and the perspective of McFarland, Reeves, Porr and Ployhart (2020), the pandemic is viewed as a high-strength event– novel, disruptive, and critical– that significantly reshaped individuals’ perceptions and responses to their work environment. Within this context, and based on conservation of resources theory, the study argues that although flexible work offers autonomy, under the pressure of a high-intensity event such as the pandemic, it can heighten uncertainty and accelerate resource depletion. This, in turn, increases emotional exhaustion and undermines work engagement. To address these challenges, the study examines the moderating roles of two forms of social support: organizational preparedness for flexible work and perceived family support. A three-wave survey was conducted with 213 full-time employees in the United States. The results show that flexible work, when perceived as a hindrance stressor, significantly increases emotional exhaustion, which in turn decreases work engagement. Moreover, family support mitigates the negative relationship between emotional exhaustion and engagement, while organizational preparedness buffers the impact of flexible work stressors on emotional exhaustion. These findings underscore that during high-strength events, flexible work arrangements may backfire unless accompanied by adequate organizational and familial support to protect employees’ psychological resources.