[[alternative]]The Study on the Relationships among Job Stress, Leisure Coping, and Quality of Life for the Call Center Representatives

[[abstract]]本研究目的為探討電話客服人員工作壓力、休閒因應與生活品質之現況與 關係,透過問卷調查法,立意取樣收集樣本,共發放 400 份問卷,回收 300 份,回收率 77%。以 SPSS 22.0 版,進行敘述性統計、t 檢定、變異數分析、相 關分析及迴歸分析。研究結果顯示:不同性別對休閒參與呈顯著差異;婚姻狀 況對生活品質呈顯著差異;工作壓力對生活品質有顯著負向影響;休閒因應對 生活品質有顯著正向影響;休閒參與對生活品質有顯著正向影響;工作壓力、 休閒因應及休閒參與對生活品質具有預測力,即工作壓力感受程度越高,生活 品質越差;增加休閒因應與休閒參與,有助於生活品質之提升。本研究針對研究結果加以討論,並提出建議,提供給相關產業及後續研究參考,期許企業能減少員工工作壓力源,避免惡化生活品質狀況,並增加休閒參與活動之機會,提升員工生活品質。[[abstract]]This study aims to explore the relationships between job stress, leisure coping and quality of life for call center representatives. A survey was used to collect data. Using the purposive sampling method, 400 questionnaires were sent out and 300 valid questionnaires were collected with the response rate of 77%. SPSS 22.0 was used to conduct analysis of descriptive statistics, t-test, ANOVA, product-moment correlation and stepwise regression analysis. The results show that there is significant difference between gender and leisure participation; marital status had significant differences in quality of life; job stress had a significant negative effect on quality of life; leisure coping had a significant positive effect on quality of life; leisure participation had a significant positive effect on quality of life; job stress, leisure coping and leisure participation had predictive effects on the quality of life; the higher the degree of job stress perception, the worse the quality of life was. With leisure coping and leisure participation, the quality of life could be improved.The findings of this study can provide reference to related industries. It is hoped that these employees’ job stress can be reduced, to avoid the deterioration of their quality of life. Related industries can encourage employees’ leisure participation and improve their quality of life