企業資產中最重要的是員工，而員工的認知與行為深受主管的影響。過去研究也指出主管對員工與組織的績效與成功扮演關鍵因素。因此，本研究的目的在於瞭解不當督導與個體情緒耗竭、建言行為、退卻行為之關係。
本研究採用兩個階段發放問卷，受試者為一般企業員工，以第一階段回收之有效問卷進行第二階段發放，一共發放500份問卷，回收之有效問卷362份，回收率約72.4%。經由統計分析得出以下結果：
一、不當督導對情緒耗竭具有顯著的正向影響。
二、情緒耗竭對建言行為具有顯著的負向影響。
三、情緒耗竭對退卻行為具有顯著的正向影響。
四、情緒耗竭對不當督導和建言行為具有部分中介效果。
五、情緒耗竭對不當督導與退卻行為具有部分中介效果。
六、促進焦點對不當督導與情緒耗竭具有調節效果。
七、預防焦點對不當督導與情緒耗竭不具有調節效果。
根據本研究假設之驗證結果，期望能帶給企業或組織在管理實務方面的建議與參考。

Employees are the most important asset of the enterprise, and the perception and behavior of employees are deeply influenced by the supervisor. Past research has also pointed out that supervisors play a key role in the performance and success of employees and organizations. Therefore, the purpose of this study is to explore the relationships among abusive supervision, emotional exhaustion, voice, and withdrawal behavior.
The study was conducted by two stages questionnaire survey. 500 questionnaires were distributed and 362 collected questionnaires were valid. The valid return rate is 72.4%.
Through statistical analysis, the results are as follows:
1.Abusive supervision has a significantly positive influence on emotional exhaustion.
2.Emotional exhaustion has a significantly negative influence on voice behavior.
3.Emotional exhaustion has a significantly positive influence on withdrawal behavior.
4.Emotional exhaustion has partially mediating effect between abusive supervision and voice behavior.
5.Emotional exhaustion has partially mediating effect between abusive supervision and withdrawal behavior.
6.Promotion focus has a moderating effect between abusive supervision and emotional exhaustion.
7.Prevention focus has no moderating effect between abusive supervision and emotional exhaustion.
Based on the test of hypotheses of this study, the study provided some concrete suggestions to HRM practice and future study.

目錄 i
圖目錄 ii
表目錄 ii
第一章 緒論 1
第一節 研究背景和動機 1
第二節 研究目的 3
第三節 研究流程 4
第二章 文獻探討 5
第一節 不當督導 5
第二節 建言行為 8
第三節 退卻行為 12
第四節 情緒耗竭 15
第五節 調節焦點 18
第六節 各研究變項之關係 21
第三章 研究設計 27
第一節 研究對象和研究資料蒐集 27
第二節 各研究變項操作性定義與衡量工具 30
第三節 測量模式 37
第四節 資料分析方法 38
第四章 研究結果 40
第一節 研究變項相關分析 40
第二節 直接效果之迴歸分析 42
第三節 情緒耗竭之中介效果 43
第四節 調節焦點之調節效果 45
第五節 假設檢驗 47
第五章 結論與建議 48
第一節 研究結論 48
第二節 管理意涵 51
第三節 研究限制與未來研究建議 53
參考文獻 55
附錄 問卷 63

一、中文部分
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何瑞枝、蔡啟通、張瓊誼（2017）。知覺主管神經質特性是否影響員工建言：以情緒耗竭、主管認同及自我效能為中介變數。北商學報，32，1-26。
李旭梅、田耀誠（2017）。職場友誼與退卻行為之關係：以幸福感為中介因子。輔仁管理評論，24(3)，41-56。
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李根強（2016）。倫理型領導、組織認同與員工親組織非倫理行為：特質調節焦點的調節作用。科學學與科學技術管理，37(12)，125-135。
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林惠玲、劉彩娥、趙天凡、蘇文凱（2014）。職場靈性對護理人員情緒耗竭與助人行為之研究－正向心情的中介效果。休閒事業研究，12(3)，22-38。
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洪贊凱、陳維倫（2012）。社會工作領域中訓練發展程序公平、專業承諾與積極出勤之研究－調節焦點的中介型干擾角色。商略學報，4(2)，115-134。
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許惠珊（2012）。倫理領導與員工建言行為之關連性研究-感受當責與信任主管之中介效果。國立臺灣科技大學企業管理系碩士論文。
許境頤、詹介云（2014）。威權領導與情緒勞務之關聯研究。人力資源管理學報，14(4)，31-55。
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陸洛、李惠美、謝天諭（2005）。牙醫師職業壓力與身心健康及職業倦怠之關係：以高雄市牙醫師為例。應用心理學，27，59-80。
郭建志、蔡育菁（2012）。組織挫折與職場退縮：主管不當督導與工作內外控之研究。中華心理學刊，54(3)，293-313。
曹詠芃（2009）。心靈領導與變革承諾之關係探討─以調節焦點為中介變數。國立中山大學人力資源管理研究所碩士論文。
康榮民（2010）。家長式領導對組織承諾影響之研究：調節焦點的中介與干擾效果。長榮大學經營管理研究所博士論文。
曾信超、李元墩、康榮民（2008）。轉換型領導、工作滿足與組織承諾關係之研究：以調節焦點為中介變數。企業管理學報，78，84-121。
曾信超、康榮民（2010）。轉換型領導、組織變革不確定感與組織承諾關係之研究―以調節焦點為中介變數。中山管理評論，18(4)，915-947。
鄭仁偉、陳春希、袁梅玲、李姿瑩（2012）。不當督導、印象管理與退卻行為之研究—表層演出與深層演出的中介效果。輔仁管理評論，19(2)，1-28。
蕭婉鎔（2013）。服務銷售人員情緒勞動心理歷程之探討：資源保存理論觀點。中原企管評論，11(1)，27-54。
劉和楨、柯慧青、洪淑貞、蘇文凱（2014）。護理人員知覺職場靈性程度對離職意圖與退卻行為之研究－幸福感的中介效果。管理實務與理論研究，8(2)，105-119。
賴淑女、陳淑貞、王孝文（2014）。主管不當督導與部屬負向情感關係之研究：以情緒智力為干擾變數。多國籍企業管理評論，8，23-26。
韓明娟、黃品全、王堅楚（2014）。不當督導對旅館服務人員情緒耗竭與服務導向組織公民行為之影響：政治技能的調節效果。休憩管理研究，1(1)，51-62。
邊光輝、許至璿（2015）。探討國軍行政主管情緒表現對部屬行為影響之研究：以主管部屬關係為干擾變項。海軍學術雙月刊，49(3)，87-109。
二、英文部分
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