| Summary: | 碩士 === 淡江大學 === 企業管理學系碩士在職專班 === 99 === For enterprises, the first-line staffs not only can represent the essential corporate image but also become the very defining competence. Therefore, the organizations should pay more attention on their staff’s emotional fluctuations. In the past, most of the documents only emphasized on the relationship between work pressure and tiredness. However, they have not looked into how the supports from the executives and colleagues influence the intensity of the work pressure and work exhaustion. This thesis focuses on analyzing if the supports from the executives and colleagues will impact the effect of work pressure and self monitoring on the emotional exhaustion.
Because there are more than 310 service centers and up to more than 2000 counter staffs statewide, in order to proceed this research more efficiently, this study uses the convenience sampling method, taking 314 first-line counter staffs of Chunghwa Telecom who are based in northern Taiwan as the sample. And the result reveals that the work pressure has a positive effect on the emotional exhaustion for first-line counter staff and no negative effect on the self-monitoring and emotional exhaustion. And as for the interference effect, while the supports from the executives will lower the positive effect on it, the supports from the colleagues will have no impact on it. To conclude, the work pressure does affect emotional exhaustion and the support from the superiors does mitigate the working stress. And this result can definitely become a reference for the enterprises.
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