探討遠距工作者的工作品質與健康影響：質性訪談

Abstract

研究背景與目的：遠距工作從很早以前就出現在歐美地區，而在科技快速發展及疫情下更快速地增加遠距工作的使用，而臺灣對於遠距工作尚未熟悉，故沒有明確的規範。大部分遠距工作的研究關注於績效及組織層面上，鮮少會去探討遠距工作對健康層面的影響。故本研究以2022年年底仍持續施行遠距工作者為研究對象，來探討遠距工作的狀況與特質，以及其對工作負荷-控制-支持及身心健康層面的影響。 研究方法：本研究為質性研究，透過立意取樣及滾雪球取樣尋找受訪者。藉由一對一半結構式深度訪談，以遠距工作受僱者為研究對象，本研究之遠距工作(Telework)的定義為「非預設地點並且使用個人電子通訊設備來進行工作」。旨在了解遠距工作對工作品質與身心健康影響，並以工作負荷-控制-支持做為理論架構討論。 結果：本研究共訪談14位遠距工作受僱者。主要分成五個主題呈現：1.遠距工作的安排-受訪者均自認為責任制的工作型態，工作時數大約在8小時上下，不一定會記錄工時，方式有打卡及工作日記，工作場所大部分都在家中；2.工作特質-在遠距工作一段時間後，工作量沒變化，但工作時間在零碎分配下顯得增加。均有在遠距工作中感受到高度自由感。同時也減少了和同事們的互動，但因個人特質而異每個人有不同的感受；3.工作者健康的影響-在遠距工作期間也會改變他們的健康行為，主要會影響的是心理層面。由於遠距工作的自我控制感高，員工可以透過自行調適來獲得更好的身心健康；4.公司福利與政策保護-在臺灣的公司均有投保臺灣的勞健保，國外的公司則會給予員工相關的補助經費去讓員工自行加保。另外受訪者提到有抱病上班的情形。結果顯示了工作需求-控制-支持之間的作用對遠距工作者的工作品質和身心健康的影響。最後在5.對遠距工作的整體感受中，受訪者均對遠距工作表達出正面的態度。 結論：遠距工作提供了高自由度和高控制度，並且工作負荷在受僱者可接受的範圍內，因此相較於辦公室，遠距工作者在身心健康方面表現更好。然而，遠距工作對社交互動的需求有所不同，因此對心理健康的影響取決於個人對社會支持的需求。期許政府能對遠距工作的制定相關規範，包括工作時間和工作地點的要求，以及適用的職位和部門，避免模糊不清，以保障勞工權益。 關鍵字：遠距工作、工作負荷-控制-支持模型(JDCS)、質性訪談、健康、工作品質

Background: Telework has been existed in Europe and Northern America for a long time, and increased rapidly due to the development of technology and the COVID-19 pandemic. However, Taiwan is still relatively unfamiliar with telework and lacks clear regulations. Most existing studies on telework focus on performance and organizational aspects, with limited exploration of its impact on health. Therefore, this study aimed to investigate the effects of telework on work quality and overall physical and mental well-being among teleworkers of Taiwan. Method: This study adopted a qualitative research approach and utilized semi-structured in-depth interviews on a one-on-one basis. The theoretical framework of Job Demands-Control-Support (JDCS) Model was employed for analysis and discussion. Results: This study conducted interviews with 14 teleworkers (7 men; 7 women). The findings are presented in five main themes: 1.Arrangements of telework - Participants considered themselves to be in a responsibility-based work model, with work hours typically around 8 hours per day. They may or may not record their working hours, and methods used include clocking in/out or maintaining a work diary. Most of the telework was done from their homes. 2.Characteristics of telework - After a period of telework, participants perceived no significant change in workload, but the distribution of work time appeared more fragmented. They experienced a high sense of autonomy in telework. However, interaction with colleagues decreased, though this varied among individuals based on their personal traits. 3.Impact on workers' health - Telework also influenced participants' health behaviors, primarily affecting their psychological well-being. Due to a higher sense of self-control in telework, employees were able to adjust their work patterns to achieve better mental and physical health. 4.Company benefits and policy protection - Companies in Taiwan provided labor and health insurance coverage, while foreign companies offered subsidies for employees to obtain additional coverage. Some participants mentioned instances of working while ill. The results highlighted the role of job demands, control, and support in influencing teleworkers' work quality and overall well-being. 5.Overall perceptions of telework - Participants expressed positive attitudes toward telework in their responses. Conclusion: Telework provides high autonomy and control, and the workload remains within acceptable limits for employees, resulting in better physical and mental well-being compared to office-based work. However, the impact on psychological health varies depending on individual social interaction needs. It is recommended for the government to establish clear regulations and definitions regarding telework to protect the rights of both workers and employers. Lastly, the duration of telework experience can influence individuals' perceptions and health behavior patterns, which warrants further investigation in future research. Keywords: Telework, Job Demand-Control-Support (JDCS) Model, Qualitative Interviews, Health, Job Quality.