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研究生: 張景嘉
Chang, Ching-Chia
論文名稱: 即時通訊軟體的使用對於員工績效之影響
The Effects of Using Instant Messaging Software on Employee Performance
指導教授: 鄭詩瑜
Cheng, Shih-Yu
學位類別: 碩士
Master
系所名稱: 管理學院 - 工業與資訊管理學系碩士在職專班
Department of Industrial and Information Management (on the job class)
論文出版年: 2017
畢業學年度: 105
語文別: 中文
論文頁數: 94
中文關鍵詞: 即時通訊軟體工作績效工作-生活平衡情感事件理論
外文關鍵詞: Instant Messaging, Task Performance, Work-Life Balance, Affective Events Theory
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  • 隨著通信技術的進步,使得組織在正常工作時間以外,更容易連繫到團隊的成員。因此,針對智慧型手機即時通訊 (Instant Messaging) 軟體快速溝通的特性,本研究探討即時通訊的使用對於員工績效之影響。正當部屬們離開辦公室後,掛心未完成的工作,接踵而來的可能會面臨工作與生活平衡的衝突。回顧相關文獻發現,針對企業使用即時通訊對工作績效影響的研究較少,從溝通程度與多元訊息回饋的型態,以及社交感知易用的意向,參照回應情緒與任務的效能。因此,以使用即時通訊軟體做為溝通工具的企業員工,視為本研究的研究對象。
    本研究探討組織以即時通訊軟體的使用情況,並對員工即時通訊的使用分類成三個層面,分別為即時通訊傳遞「內容」、接收「頻率」、接收「時間」點為第一個層面,以及「情緒」反應的第二層面與影響「工作表現」的第三層面。以個人特徵資料做為控制變數,採用多元迴歸進行分析,做為即時通訊軟對員工工作績效影響的探索與驗證。
    本研究調查使用問卷方式,以某上市公司的員工為研究對象,收集500份有效問卷為研究樣本。研究結果發現,頻率構面的即時通訊接收頻率的影響和工作表現有正相關的顯著影響;時間構面的即時通訊讓時間沒有分界對工作表現有正相關的顯著影響;頻率構面的即時通訊訊息干擾的頻率對工作表現則呈顯著負相關。
    對未來企業領導階層使用即時通訊,提供了員工職場家庭生活、情緒與工作績效三方面的相關建議,在領導階層可以藉由適當的政策,建立團隊的關係,特別在即時通訊的使用頻率與時間可以締約但不明禁,使員工有樂趣的使用即時通訊,再者,情緒的感知是經年的累積,以正面情緒來優化即時通訊軟體的使用方式,給予員工和諧的情緒以及工作與生活平衡,可提昇工作績效與滿意度,希望藉由本研究結果,能有助於使用即時通訊在工作場所影響的認知。

    This study explores the effects of using instant messaging via smartphones on employees’ emotional responses and performance in businesses in Taiwan. The factors used for assessing instant messaging in this study are categorized into content, frequency, and timing. Employees’ emotional responses are assessed as positive and negative. A total of 500 valid questionnaires were collected from employees working in a TFT-LCD manufacturing company in Taiwan. The results from multiple regression analysis showed that the content of instant messaging and emotional response greatly affect the task performance of staff; frequency and emotional response partly affect the work performance of staff; timing and emotional response greatly affect the task performance of staff; and emotional response greatly affects the task performance of staff. The results of this research provide suggestions with regard to staff’s work and family life, emotions and task performance for managers.

    第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的與問題 3 第三節 研究範圍與限制 4 第四節 研究流程與架構 4 第二章 文獻探討 6 第一節 即時通訊軟體的相關概況 6 2. 1. 1 通訊技術對於個人的影響 6 2. 1. 2 即時通訊軟體的溝通型態 7 第二節 科技接受模式相關研究 8 2. 2. 1 計畫行為理論 9 2. 2. 2 社交焦慮 10 2 .2. 3 資訊和通訊技術 10 2 .2. 4 資訊訊息超載 11 第三節 科技對組織影響的相關研究 13 2. 3. 1 即時通訊軟體對組織與員工發展的影響 13 2. 3. 2 工作生活平衡 17 2. 3. 3 工作家庭衝突對員工的影響 20 2. 3. 4 情感事件理論 22 第四節 文獻小結 23 第三章 研究方法 24 第一節 概念模型與假設 24 3. 1. 1 研究架構 24 3. 1. 2 研究假設 25 3. 1. 3 研究資料收集 28 第二節 問卷設計 30 3. 2. 1 問卷設計流程 30 3. 2. 2 研究對象與問卷發放 37 第三節 資料分析與統計方法 37 3. 3. 1 敘述性統計分析 37 3. 3. 2 信度檢定 37 3. 3. 3 效度分析 38 3. 3. 4 迴歸分析 38 3. 3. 5 中介效果 38 第四章 實證分析結果 40 第一節 基本統計分析 40 第二節 信效度分析 43 4. 2. 1 信度分析 43 4. 2. 2 效度分析 46 4. 2. 3 控制變數 51 第三節 假設驗證 53 4. 3. 1 迴歸分析驗證 53 4. 3. 2 中介效果 70 第五章 結論與建議 74 第一節 研究結果 74 5. 1. 1 即時通訊的內容對接收端情緒的影響 74 5. 1. 2 即時通訊的發送頻率對接收端情緒與工作表現的影響 75 5. 1. 3 即時通訊發送的時間點對接收端情緒的影響 75 5. 1. 4 即時通訊接收者的情緒對工作表現的影響 76 5. 1. 5 即時通訊的發送內容對接收端工作表現的影響 76 5. 1. 6 即時通訊的發送時間點對接收端工作表現的影響 77 第二節 實務貢獻與管理意涵 78 5. 2. 1 實務貢獻 78 5. 2. 2 管理意涵 79 第三節 研究限制與未來研究方向建議 80 5. 3. 1 研究限制 80 5. 3. 2 未來研究方向建議 81 參考文獻 82 附錄 88

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