在當今繁忙的職場環境中，有效溝通被視為提升工作效率與促進團隊合作的關鍵。然而，除了清晰的表達與積極的傾聽，職場中的「沉默行為」也逐漸顯現出其重要性。當員工選擇保持沉默時，這一行為不僅可能削弱信任與協作，還可能對組織面對挑戰與壓力的應對能力產生深遠影響。儘管沉默行為已在過去的研究中引起關注，許多研究大多集中於探討其成因，而對其後果的探討則相對較少。因此本研究的目的是聚焦於沉默行為對員工個人層面的影響，特別是其作為慢性壓力源如何影響員工的情緒狀態。已有研究指出，沉默行為與情緒耗竭之間存在關聯，因此本研究將沉默行為視為一種慢性壓力源，並探討其如何通過反芻思考和工作焦慮這一序列的中介效應，進而導致情緒耗竭。本研究整合「持續認知理論」與「資源保存理論」，建構了一個理論模型來檢視沉默行為對情緒耗竭的影響。研究以臺灣地區金融業的全職員工為對象，回收456份有效資料。研究結果顯示，沉默行為透過反芻思考和工作焦慮對情緒耗竭產生顯著的間接影響。最後，本研究針對結果討論管理實務意涵以及對未來研究方向提出建議。

In today’s fast-paced work environment, effective communication is seen as a key factor in enhancing work efficiency and promoting team collaboration. However, beyond clear expression and active listening, "silence behavior" in the workplace is also emerging as an important factor. When employees choose to remain silent, this behavior can not only undermine trust and collaboration but also have a profound impact on an organization’s ability to respond to challenges and pressures. While silence behavior has garnered attention in past research, many studies have primarily focused on its causes, with relatively less exploration of its consequences. Therefore, the aim of this study is to focus on the impact of silence behavior on individuals, particularly how it acts as a chronic stressor affecting employees’ emotional states. Previous studies have indicated a relationship between silence behavior and emotional exhaustion. Consequently, this study views silence behavior as a chronic stressor and explores how it leads to emotional exhaustion through the mediating effects of rumination and work-related anxiety. This study integrates the "Perseverative Cognition Theory" and the "Conservation of Resources Theory" to construct a theoretical model to examine the effects of silence behavior on emotional exhaustion. The study targeted full-time employees in the financial sector in Taiwan, collecting 456 valid responses. The results show that silence behavior significantly impacts emotional exhaustion indirectly through rumination and work-related anxiety. Finally, the study discusses the practical implications for management based on the results and offers suggestions for future research directions.

論文審定書 i
摘 要 ii
Abstract iii
目 錄 iv
圖 次 vi
表 次 vii
第壹章 緒論 1
第貳章 文獻探討 4
第一節、沉默行為 4
第二節、反芻思考 5
第三節、工作焦慮 6
第四節、情緒耗竭 7
第五節、研究變項間之關係 8
第參章 研究方法 15
第一節、研究架構與假設 15
第二節、研究對象與抽樣方法 15
第三節、研究工具 16
第四節、資料分析方法 17
第肆章 研究結果 18
第一節、敘述性統計 18
第二節、相關分析 19
第三節、驗證性因素分析 20
第四節、研究假設檢定 23
第伍章 結論 27
第一節、理論意涵 28
第二節、管理實務意涵 30
第三節、研究限制與未來研究建議 31
參考文獻 33

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