在激烈的金融市場競爭下，台灣銀行業為了接觸更多潛在客群，開始利用電話行銷團隊方式，銷售產品。由於行銷團隊主管的人格特質與領導風格可能會影響部屬的工作態度，而部屬自身的人格特質與公平知覺亦會影響其對主管領導風格的反應，本研究欲針對在電話行銷情境下，主管的時間緊迫性人格與不當督導，是否會對部屬的工作倦怠產生影響，以及部屬的核心自我評價與知覺公平是否會調節不當督導與工作倦怠間的關係。本研究以問卷方式53位電話行銷團隊主管與361位部屬之資料，採用層級迴歸進行分析。結果發現，主管時間緊迫性會對其不當督導有負向影響，而不當督導對部屬工作倦怠有正向影響。另外，部屬核心自我評價會減輕主管不當督導對部屬工作倦怠的正向影響；部屬知覺公平會加重主管不當督導對部屬工作倦怠的正向影響。最後，本研究根據上述結果，提出相關理論與實務管理意涵。

Encountered with fierce competition in the financial market, the banking industry in Taiwan has transformed to approach more potential customers via telemarketing team. In general, the personality traits and leadership styles of team managers may have influences on subordinates’ work attitudes. The personality traits of subordinates and their justice perceptions may also influence their responses to managers’ leadership styles. Thus, the purposes of this study are to examine whether time urgency and abusive supervision of team managers have influence on subordinates’ burnout job satisfaction as well as investigate the moderating effects of subordinates’ core self-evaluation and justice perceptions between abusive supervision and burnout in the context of telemarketing. Data was collected from 53 telemarketing team managers and their 361 subordinates of three financial institutions and analyzed using hierarchical regression. The results showed that time urgency of team managers had negative effects on abusive supervision, and abusive supervision had positive effects on burnout. Whereas subordinates’ core self-evaluation weakened the positive relationship between abusive supervision and burnout, subordinates’ justice perceptions strengthened the positive relationship between abusive supervision and burnout. Both theoretical and practical implications are discussed.

目錄
目錄	I
表目錄	III
圖目錄	V
第一章 緒論	I
第一節 研究背景	1
第二節 研究動機	3
第三節 研究目的	5
第四節 研究流程	5
第二章 文獻探討	7
第一節 時間緊迫性	7
第二節 不當督導	13
第三節 工作倦怠	23
第四節 核心自我評價	29
第五節 知覺公平	33
第六節 時間緊迫性與不當督導之關係	40
第七節 工作需求資源模型	42
第八節 不當督導與工作倦怠之關係	44
第九節 核心自我評價與工作倦怠之關係	45
第十節 知覺公平與工作倦怠之關係	46
第十一節 核心自我評價之干擾效果	47
第十二節 知覺公平之干擾效果	48
第三章 研究方法	50
第一節 研究架構	50
第二節 研究設計	50
第三節 變數衡量	52
第四節 信效度分析	54
第五節 部屬層級變數的聚集	58
第四章 結果與討論	59
第一節 敘述統計	59
第二節 差異分析	63
第三節 相關分析	70
第四節 迴歸分析	71
第五節 階層線性模式	73
第六節 干擾效果之影響	79
第五章 結論與建議	84
第一節 研究結論	84
第二節 理論意涵	87
第三節 管理意涵	90
第四節 研究限制與未來研究建議	92
參考文獻	94
中文文獻	94
英文文獻	103
附錄	122
附錄一 主管問卷	122
附錄二 部屬問卷	124


 
表目錄
表3-1研究變數之收斂效度表	55
表3-2研究變數之區別效度表	56
表3-3變數之信度表	56
表3-4時間緊迫性之內部一致性組合信度表	57
表3-5部屬層級之內部一致性組合信度表	58
表3-6不當督導之聚集	58
表4-1 主管樣本特性	60
表4-2 部屬樣本特性	62
表4-3主管性別與時間緊迫性的差異分析	63
表4-4主管年齡與時間緊迫性的差異分析	63
表4-5主管婚姻狀況與時間緊迫性的差異分析	64
表4-6主管教育程度與時間緊迫性的差異分析	64
表4-7主管年資與時間緊迫性的差異分析	64
表4-8主管平均月收入與時間緊迫性的差異分析	65
表4-9部屬性別與各變數間的差異分析	65
表4-10部屬年齡與各變數間的差異分析	66
表4-11部屬婚姻狀況與各變數間的差異分析	67
表4-12部屬教育程度與各變數間的差異分析	68
表4-13部屬年資與各變數間的差異分析	69
表4-14部屬平均月收入與各變數間的差異分析	70
表4-15相關分析-主管層級	71
表4-16相關分析-部屬層級	71
表4-17時間緊迫性對不當督導的影響	72
表4-18不當督導對工作倦怠跨層次影響分析之結果	75
表4-19核心自我評價對工作倦怠階層線性分析之結果	76
表4-20知覺公平對工作倦怠階層線性分析之結果	78
表4-21核心自我評價干擾效果檢定	79
表4-22知覺公平干擾效果檢定	81
表4-23假說驗證結果摘要表	83
 
圖目錄
圖1-1 研究流程圖	6
圖3-1 研究架構圖	50
圖4-1 核心自我評價與不當督導之交互作用圖	80
圖4-2 知覺公平與不當督導之交互作用圖	82
圖4-3 程序正義與不當督導之交互作用圖	82

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