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Title:	海關工作倦怠之探究−以建制民族誌觀點分析 The study of burnout in Customs Administration–A perspective of Institutional Ethnography
Authors:	陳怡如
Contributors:	黃東益陳怡如
Keywords:	海關工作倦怠建制民族誌 Customs Burnout Institutional Ethnography
Date:	2020
Issue Date:	2020-08-03 18:03:19 (UTC+8)
Abstract:	工作倦怠是職場常見的疾病之一，關務人員肩負國家邊境查緝與稅費稽徵。其倦怠不僅會造成個人身心方面的疾病，更會影響政府服務品質甚至損害公共利益。本文研究目的旨在探究海關人員工作倦怠之情形，並還原其工作現場與真實，從而解構關務業務與倦怠的連結。本文採用建制民族誌為研究方法，透過參與觀察與訪談法並藉由斷裂經驗、工作知識與文本等論述，呈現關務工作的內涵並分析關員倦怠的情形與成因。研究結果顯示，導致關員倦怠的主因為工作內容與輪班/論調制度。在工作方面，專業的要求、繁雜的執勤法規與被檢調偵辦的風險，皆會造成關員的倦怠；在輪班制度方面，部分關員反映健康狀況受影響，且現行制度產生超量的加班時數，已符合勞動部對過勞的定義；輪調制度方面，關員的不公平感明顯，機關內部有勞逸不均的現象。關員倦怠的因素是綜合性的，因此本文建議管理者先從修改內部規定、改善輪班制度與建立公平且透明的輪調制度做起，營造一個安全且鼓勵關員勇於任事的職場。 Burnout is a common illness in the occupational context. Customs administration in Taiwan is in charge of border force and taxation. Burnout among the Customs officers not only causes physical and mental illness but also affects the quality of government services and even damages the public interest. Therefore, this study aimed to explore the state of burnout in Customs and demonstrate the actual working contexts and the connection between Customs and job burnout. Institutional Ethnography was applied in the study as the analytical approach. Through observing and interviewing, I collected the disjuncture of experiences, working process, and texts in Customs to examine the cause and effect of burnout in Customs officers. The results revealed that the major causes of burnout in Customs were work contents, the shifts system, and the rotating system. Firstly, the job demanding of professions, complicated regulations, and the risk of being prosecuted led to deteriorating health condition of Custom officers. Secondly, the shifts system brought about exceeding extra working hours, and that affected officers’ physical condition. Lastly, the rotating system was not equitable and resulted in uneven allocation of work. Causes of burnout in Customs are tangled. To build a safe and encouraging workplace, I suggest that the personnel managers start from amending the handbook, improving the shifts system, and creating a more equitable rotating system.
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Description:	碩士國立政治大學公共行政學系 106256030
Source URI:	http://thesis.lib.nccu.edu.tw/record/#G0106256030
Data Type:	thesis
DOI:	10.6814/NCCU202001058
Appears in Collections:	[Department of Public Administration] Theses

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