隨著智慧型手機的蓬勃發展，利用手機、平板中的非同步型通訊工具進行工作聯絡已經是相當常見的溝通管道。但當科技為工作帶來便利的同時，也可能衍生出職場通訊壓力為職場帶來負面影響。本研究在文獻回顧的過程中，發現職場上的職場通訊壓力可能會使員工產生離職行為。故本研究針對雙北市294名保險業務員為研究對象實施問卷調查，共計回收237份有效問卷，以SPSS與AMOS統計軟體分析「ICT工作要求」、「職場通訊壓力」與「離職傾向」間的互動關係，與檢驗「知覺主管支持」的調節作用，並討論研究結果在實務上的管理意涵。研究結果發現：(1)ICT工作要求和職場通訊壓力的現象在職場中對雙北市保險業務員來說相當普遍、(2)保險業務員的「ICT工作要求」會顯著正向影響「職場通訊壓力」、(3)保險業務員的「職場通訊壓力」會顯著正向影響「離職傾向」、(4)保險業務員的「知覺主管支持」會減緩原先「ICT工作要求」對「職場通訊壓力」產生的正向影響，扮演調節的角色。本研究建議組織應持續關注ICT工具與職場通訊壓力的相關議題，並透過管理手段預防其對員工產生的潛在危害。

With technological advances, more and more ICT tools had been applied to both our lives and works. People started to utilize the smartphone as an asynchronous communication tool for business use. However, while technology brought convenience to work, it may also generate workplace telepressure that negatively affects the workplace. This study examined the relationship among ICT work demands, workplace telepressure, intention to leave, and the moderating effect of perceived supervisor support. The data was collected from insurance solicitors in Taipei and New Taipei City (n=237). The findings of this study reveal that (1)ICT work demands and telepressure are ubiquitous in the workplace to insurance solicitors, (2)ICT work demands have a significant positive effect on workplace telepressure, (3)workplace telepressure has a significant positive effect on the intention to leave, (4)the positive relationship between ICT work demands and workplace telepressure is negatively moderated by perceived supervisor support. We suggest that organizations should keep paying attention to workplace telepressure, and prevent potential harm to employees through management methods.

中央社（2020）。南山人壽上半年總資產近5兆大關創歷史新高。經濟日報。取自https://money.udn.com/money/story/5613/4824063
中華民國人壽保險商業同業公會（2021）。保險業從業人員統計表。取自https://www.tii.org.tw/export/sites/tii/information/files/6_130.pdf
中華民國內政部戶政司全球資訊網（2021）。歷年全國人口統計資料。取自https://www.ris.gov.tw/app/portal/346
李德治、洪麗美、童惠玲、陳巧孟（2010）。壽險業務人員離職傾向影響因素之研究。弘光人文社會學報，13（1），49-70。
吳柏林、謝名娟（2012）。市場調查實務：問卷設計與研究分析。臺北市：新陸。
吳明隆（2007）。SPSS操作與應用：問卷統計分析實務。臺北市：五南。
林瑞雅（2006）。人際壓力源、尋求社會支持、工作倦怠、及員工工作態度之關係：中介歷程之探討（未出版之碩士論文）。東吳大學心理系，臺北市。
高鳳霞、鄭伯壎（2014）職場工作壓力：回顧與展望。人力資源管理學報，14（1），77-101。
黃玉君（2020）。人壽保險產業新進業務員核心職能之研究（未出版之博士論文）。國立臺灣師範大學工業教育學系博士班，臺北市。
許佳安（2020）。員工知覺主管支持、工作價值對組織公民行為影響之研究－以感恩、心理契約為中介（未出版之博士論文）。國立臺南大學教學學系教育經營與管理博士班，臺南市。
褚麗絹、許秀琴、陳淑慧（2005）。司法矯正人員角色衝突、工作態度、工作壓力與離職傾向關係之研究。經營管理論叢，1（1），35-46。
陳怡慈（2020）。因應疫情 宏泰人壽業務大會頒獎典禮延期舉辦。經濟日報。取自 https://money.udn.com/money/story/6092/4448784
陳欽雨、蔡宜雯 (2016)。服務業員工自我概念、正向態度與專業契合對升遷機會之影響。人力資源管理學報，1（1），81-114。
戴瑞瑤（2020）。憂疫情，健康險逆勢成長。經濟日報。取自 https://money.udn.com/money/story/5617/4792630
現代保險（2009，5月）。壽險業薪資與業務制度大公開。取自 https://www.rmim.com.tw/news-detail-1813
管呂浩（2019）。讓客戶黏上你—通訊App時代的約訪課。Advisers財務顧問雜誌。取自 https://www.advisers.com.tw/?p=6321
Google（2013）。2013我們的行動星球：台灣。易普索市場調查研究公司。取自: http://think.withgoogle.com/mobileplanet/zh-tw/
Bakker A. B., & Demerouti, E. (2007). The dob demands‐resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328. doi:10.1108/02683940710733115
Baranik, L. E., Roling, E. A., & Eby, L. T. (2010). Why does mentoring work? The role of perceived organizational support. Journal of Vocational Behavior, 76(3), 366–373. doi.org/10.1016/j.jvb.2009.07.004
Barber, L. K., & Santuzzi, A. M. (2015). Please respond ASAP: Workplace telepressure and employee recovery. Journal of Occupational Health Psychology, 20(2), 172-189. doi:10.1037/a0038278
Belkin, L. Y., Becker, W. J., & Conroy, S. A. (2020). The invisible leash: The impact of organizational expectations for email monitoring after-hours on employee resources, well-being, and turnover intentions. Group & Organization Management, 45(5), 709-740. doi:10.1177/1059601120933143
Barber, L. K., & Santuzzi, A. M. (2017). Telepressure and college student employment: The costs of staying connected across social contexts. Stress and Health, 33(1), 14-23. doi:10.1002/smi.2668
Brod, C. (1982). Managing technostress: Optimizing the use of computer technology. Personnel Journal, 61(10), 753-757.
Day, A., Scott, N., & Kelloway, E. K. (2010). Information and communication technology: Implications for job stress and employee well-being. In L. P. Pamela & C. G. Daniel (Eds.), New developments in theoretical and conceptual approaches to job stress (Vol. 8, pp. 317-350). Bingley, England: Emerald. https://doi.org/10.1108/S1479-3555(2010)0000008011
Day, A., Paquet, S., Scott, N., & Hambley, L. (2012). Perceived information and communication technology (ICT) demands on employee outcomes: The moderating effect of organizational ICT support. Journal of Occupational Health Psychology, 17(4), 473. doi:10.1037/a0029837
Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology , 86(3), 499-512. doi:10.1037/0021-9010.86.3.499
Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71(3), 500. doi:10.1037/0021-9010.71.3.500
Eisenberger, R., Stinglhamber, F., Vandenberghe, C., Sucharski, I. L., & Rhoades, L. (2002). Perceived supervisor support: Contributions to perceived organizational support and employee retention. Journal of Applied Psychology, 87(3), 565. doi:10.1037//0021-9010.87.3.565
Ellenbecker, C. H. (2004). A theoretical model of job retention for home health care nurses. Journal of Advanced Nursing, 47(3), 303-310. doi:10.1111/j.1365-2648.2004.03094.x
Fishbein, M. (1967). Readings in attitude theory and measurement. Oxford, England: Wiley.
Greenhaus, J. H., Parasuraman, S., & Wormley, W. M. (1990). Effects of race on organizational experiences, job performance evaluations, and career outcomes. Academy of Management Journal, 33(1), 64-86. doi:10.2307/256352
Guzzo, R. A., Noonan, K. A., & Elron, E. (1994). Expatriate managers and the psychological contract. Journal of Applied Psychology, 79(4), 617. doi:10.1037/0021-9010.79.4.617
Hussain, T., & Asif, S. (2012). Is employees’ turnover intention driven by organizational commitment and perceived organizational support. Journal of Quality and Technology Management, 8(2), 1-10.
Ilies, R., Dimotakis, N., & De Pater, I. (2010). Psychological and physiological reactions to high workloads: Implications for well-being. Personnel Psychology, 63(2), 407-436. doi:10.1111/j.1744-6570.2010.01175.x
Jackofsky, E. F. (1984). Turnover and job performance: An integrated process model. The Academy of Management Review, 9(1), 74-83. doi:10.2307/258234
Kaiser, H.F. (1974). An index of factorical simplicity. Psychometrica, 3(9), 31-36. doi:10.1007/BF02291575
Kao, K. Y., Chi, N. W., Thomas, C., Lee, H. T., & Wang, Y. F. (2020). Linking ICT availability demands to burnout and work-family conflict: The roles of workplace telepressure and dispositional self-regulation. Journal of Psychology, 154(5), 325-345 doi: 10.1080/00223980.2020.1745137
Karasek, R. (1979). Job demands, job decision latitude, and mental strain: Implications for job redesign. Administrative Science Quarterly, 24(2), 285-308. doi:10.2307/2392498
Kottke, J. L., & Sharafinski, C. E. (1988). Measuring perceived supervisory and organizational support. Educational and Psychological Measurement, 48(4), 1075-1079. doi:10.1177/0013164488484024
Lee, T. W., & Mowday, R. T. (1987). Voluntarily leaving an organization: An empirical investigation of steers and Mowday's Model of turnover. Academy of Management Journal, 30(4), 721-743. doi:10.5465/256157
Lu, L., Siu, O. L., & Lu, C. Q. (2010). Does loyalty protect Chinese workers from stress? The role of affective organizational commitment in the Greater China Region. Stress and Health, 26(2), 161-168. doi:10.1002/smi.1286
Magliano, J. (2015). Are you suffering from telepressure? Time for the cure. Retrieved from https://www.psychologytoday.com/us/blog/the-wide-wide-world-psychology/201504/are-you-suffering-telepressure-time-the-cure
Meyer, J. P., Allen, N. J., & Smith, C. A. (1993). Commitment to organizations and occupations: Extension and test of a three-component conceptualization. Journal of Applied Psychology, 78(4), 538. doi:10.1037/0021-9010.78.4.538
Meijman, T. F., & Mulder, G. (1998). Psychological aspects of workload. In P. J. D. Drenth, H. Thierry, & C. J. de Wolff (Eds.), Handbook of work and organizational: Work psychology (pp. 5–33). Psychology Press/Erlbaum (UK) Taylor & Francis.
Mendis, M. V. S. (2017). The impact of reward system on employee turnover intention: A study on logistics industry of Sri Lanka. International Journal of Scientific & Technology Research, 6(9), 67-72.
Milkovich, G. T., & Newman J. M. (2002). Compensation (7th Edition). New York: McGraw-Hill.
Mobley, W. H. (1977). Intermediate linkages in the relationship between job satisfaction and employee turnover. Journal of Applied Psychology, 62(2), 237–240. doi:10.1037/0021-9010.62.2.237
Morrison, E. W., & Robinson, S. L. (1997). When employees feel betrayed: A model of how psychological contract violation develops. The Academy of Management Review, 22(1), 226–256. doi:10.2307/259230
Nunnally, J. C. (1978). An overview of psychological measurement. In B. B. Wolman (Ed.), Clinical diagnosis of mental disorders: A handbook (pp. 97-146). Boston, MA: Springer US.
O’Driscoll, M. P., Brough, P., Timms, C., & Sawang, S. (2010). Engagement with information and communication technology and psychological well-being. In P. L. Perrewe & D. C. Ganster (Eds.), Research in Occupational Stress and Well-being. Volume 8: New developments in theoretical and conceptual approaches to stress (pp. 269–316). Bingley, UK: Emerald. Doi:10.1108/S1479-3555(2010)0000008010
O'Reilly, C. A., Chatman, J., & Caldwell, D. F. (1991). People and organizational culture: A profile comparison approach to assessing person-organization fit. Academy of Management Journal. 34(3). 487-516. doi:10.2307/256404
Podsakoff, N. P., LePine, J. A., & LePine, M. A. (2007). Differential challenge stressor-hindrance stressor relationships with job attitudes, turnover intentions, turnover, and withdrawal behavior: A meta-analysis. Journal of Applied Psychology, 92(2), 438–454. doi:10.1037/0021-9010.92.2.438
Price J. L. (2001). Reflections on the determinants of voluntary turnover. International Journal of Manpower, 22(7), 600-624. doi:10.1108/EUM0000000006233
Rainey, V. P. (2000). The potential for miscommunication using e-mail as a source of communication. Transaction of the SDPS, 4(4), 21-43. doi: 10.5555/1241699.1241702
Ramirez Jr, A., Walther, J. B., Burgoon, J. K., & Sunnafrank, M. (2002). Information-seeking strategies, uncertainty, and computer-mediated communication: Toward a conceptual model. Human Communication Research, 28(2), 213-228. doi:10.1093/hcr/28.2.213
Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87(4), 698. doi:10.1037//0021-9010.87.4.698
Scanlan, J. N., & Still, M. (2013). Job satisfaction, burnout and turnover intention in occupational therapists working in mental health. Australian Occupational Therapy Journal, 60(5), 310-318. doi: 10.1111/1440-1630.12067
Scott, C. R., Connaughton, S. L., Diaz-Saenz, H. R., Maguire, K., Ramirez, R., Richardson, B., Shaw, S. P., & Morgan, D. (1999). The impacts of communication and multiple identifications on intent to leave: A multimethodological exploration. Management Communication Quarterly, 12(3), 400-435. doi:10.1177/0893318999123002
Shore, L. M., & Tetrick, L. E. (1991). A construct validity study of the survey of perceived organizational support. Journal of Applied Psychology, 76(5), 637. doi:10.1037/0021-9010.76.5.637
Taylor, J. C., & Bowers, D. G. (1972). Survey of organizations: A machine-scored standardized questionnaire instrument. Oxford, England: U. Michigan.
Thatcher, S. M. B., Jehn, K. A., & Zanutto, E. (2003). Cracks in diversity research: The effects of diversity faultlines on conflict and performance. Group Decision and Negotiation, 12(3), 217-241. doi:10.1023/A:1023325406946
Thompson, L. F., & Coovert, M. D. (2003). Teamwork online: The effects of computer conferencing on perceived confusion, satisfaction and postdiscussion accuracy. Group Dynamics: Theory, Research, and Practice, 7(2), 135–151. doi.org/10.1037/1089-2699.7.2.135
Wang, I. A., Lee, B. W., & Wu, S. T. (2017). The relationships among work-family conflict, turnover intention and organizational citizenship behavior in the hospitality industry of Taiwan. International Journal of Manpower, 38(8), 1130-1142. doi:10.1108/IJM-04-2015-0056
Wynen, J., & Op de Beeck, S. (2014). The impact of the financial and economic crisis on turnover intention in the US federal government. Public Personnel Management, 43(4), 565-585. doi: 10.1177/0091026014537043
Wood, C. (2001). Dealing with tech rage. MacLean's, 114(12), 41-42.
Yang, H., Lv, J., Zhou, X., Liu, H., & Mi, B. (2017). Validation of work pressure and associated factors influencing hospital nurse turnover: A cross-sectional investigation in Shaanxi Province, China. BMC Health Services Research, 17(1), 1-11. doi:10.1186/s12913-017-2056-z
Zimmerman, R. D., & Darnold, T. C. (2009). The impact of job performance on employee turnover intentions and the voluntary turnover process: A meta-analysis and path model. Personnel Review, 38(2), 142-158. doi:10.1108/00483480910931316