抱怨是日常生活中相當常見的行為，而在繁忙的新世代，工作和生活已經是密不可分，從日常對話和社群軟體不時可接收到關於工作抱怨的訊息。然而，回顧過去與抱怨行為相關之研究，卻鮮少聚焦在工作抱怨這個議題上，更沒有相關的測量工具。因此本論文的研究目的為編修出工作抱怨量表，以探討不同類型的工作抱怨對於員工和企業有何影響。本研究以Kowalski (1996) 所發表的人際行為抱怨傾向量表為基礎，結合因應策略(Coping Strategies) 和Kowalski所提出抱怨的型態，將工作抱怨區分成情緒型工作抱怨及工具型工作抱怨，並編修出工作抱怨量表。本研究樣本透過Mechanical Turk平台，採線上問卷方式蒐集，共得231份有效樣本。本論文在進行信效度檢驗後得到研究結果如下：工作抱怨量表分為兩因素，分別是情緒型工作抱怨及工具型工作抱怨。量表總題數共有10題，其Cronbach’s α係數為0.893。此外，情緒型工作抱怨顯著影響員工的工作表現，如員工若傾向情緒型工作抱怨時，則可能導致其工作滿意度降低，組織歸屬感降低，離職意願提升等現象。而在五大人格特質方面，外向性、勤勉審慎性、情緒穩定性、經驗開放性人格與工具型工作抱怨呈現正向相關；親和性、情緒穩定性人格和情緒型工作抱怨呈現負向相關。

關鍵字：工作抱怨、抱怨行為、因應策略、量表編修、五大人格

Complaining behavior is a social phenomenon that is frequently seen in daily life. Work complaints can be received from daily conversations and social media. However, the previous literature related to complaint mostly focused on consumer complaints rather than work complaints. Besides, there is no measurement tool for work complaints. Therefore, the purpose of this study is to revise a work complaint scale and explore how different types of work complaints affect employees and companies. According to the concept of Coping Strategies and the types of complaints which propounded by Kowalski, this study revised the Complaining Propensity Scale (Kowalski, 1996) to Work Complaint Scale and classified work complaints into emotional work complaints and instrumental work complaints.
The major findings of the current study were as follows：
1. The Work Complaint Scale is divided into two factors, emotional work complaints and instrumental work complaints. The total number of questions on the work complaint scale is ten, and The Cronbach's α of the scale is 0.893.
2. Emotional work complaints significantly affect employees' work performance. If employees tend to have emotional work complaints, it may lead to a reduction in their job satisfaction, and an increase in turnover intention.

Keywords：Work Complaint, Complaining Behavior, Coping Strategies, Scale Revision, The Big Five Personality Model

Alberts, J. K. (1988). An Analysis of Couples' Conversational Complaint Interactions. Communication Monographs, 55:184–197.
Aldwin, C., & Revenson, T. (1987). Does Coping Help? A Reexamination of the Relation between Coping and Mental Health. Journal of Personality and Social Psychology, 53, 337-348.
Alicke, M. D., Braun, J. C., Glor, J. E., Klotz, M. L., Magee, J., Sederhoim, H., & Siegel, R. (1992). Complaining behavior in social interaction. Personality and Social Psychology Bulletin, 18(3), 286–295.
Andrew G. Billings & Rudolf H. Moos. (1981). The role of coping responses and social resources in attenuating the stress of life events. Journal of Behavioral Medicine, 4, 139–157.
Bård Kuvaas. (2006). Performance appraisal satisfaction and employee outcomes: Mediating and moderating roles of work motivation. The International Journal of Human Resource Management, 17(3):504-522.
Bearden, W. O., & Teel, J. E. (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(1), 21–28.
Boujut, E., Dean, A., Grouselle, A., & Cappe, E. (2016). Comparative study of teachers in regular schools and teachers in specialized schools in France, working with students with an Autism Spectrum Disorder: Stress, social support, coping strategies and burnout. Journal of Autism and Developmental Disorders, 46(9), 2874-2889.
Carver, C. S., & Scheier, M. F. (1981). The self-attention-induced feedback loop and social facilitation. Journal of Experimental Social Psychology, 17(6), 545-568.
Carver, C. S., Scheier, M. F., & Weintraub, J. K. (1989). Assessing coping strategies: A theoretically based approach. Journal of Personality and Social Psychology, 56(2), 267–283.
Carver, C. S., & Connor-Smith, J. (2010). Personality and coping. Annual Review of Psychology, 61, 679-704.
Day, R.L. and Landon, E.L.J. (1977). Toward a theory of consumer complaining behavior. Consumer and Industrial Buying Behavior, North-Holland Publishing, New York, NY, pp. 425-37
Folkman, S., & Lazarus, R. S. (1980). An analysis of coping in a middle-aged community sample. Journal of Health and Social Behavior, 21(3), 219-239.
Gibbons, F. X. (1990). Self-attention and behavior: A review and theoretical update. Advances in experimental social psychology, 23, 249-303.
Gosling, S. D., Rentfrow, P. J., & Swann, W. B., Jr. (2003). A very brief measure of the Big-Five personality domains. Journal of Research in Personality, 37(6), 504–528.
Hunt, H. K. (1991). Consumer satisfaction, dissatisfaction, and complaining behavior. Journal of Social Issues, 47(1), 107–117.
Ingram, R. E., & Smith, T. W. (1984). Depression and internal versus external focus of attention. Cognitive Therapy and Research, 8(2), 139-151.
Jacoby, J., & Jaccard, J. J. (1981). The sources, meaning, and validity of consumer complaint behavior: A psychological analysis. Journal of Retailing, 57(3), 4–24.
Jennifer L. Welbourne. (2007). Coping strategies in the workplace: Relationships with attributional style and job satisfaction. Journal of Vocational Behavior, 70(2):312-325.
Kowalski, R. M. (1993). Complaining behavior among college students. Unpublished manuscript, Western Carolina University, Cullowhee, NC.
Kowalski, R. M. (1996). Complaints and complaining: Functions, antecedents, and consequences. Psychological bulletin, 119(2), 179-196.
Kowalski, R. M. (2003). Complaining, Teasing, and Other Annoying Behaviors. America: Yale University Press.
Lazarus, R.S.,& Folkman, S. (1984). Stress, appraisal, and coping. New York：Springer
Macdonald, S., & MacIntyre, P. (1997). The generic job satisfaction scale: Scale development and its correlates. Employee Assistance Quarterly, 13(2), 1–16.
Maslach, C., Jackson, S. E., & Leiter, M. P. (1996). Maslach burnout inventory manual. Palo Alto, Calif. (577 College Ave., Palo Alto 94306: Consulting Psychologists Press.
Meyer, J. P., Allen, N. J., & Gellatly, I. R. (1990). Affective and continuance commitment to the organization: Evaluation of measures and analysis of concurrent and time-lagged relations. Journal of Applied Psychology, 75(6), 710–720.
Michael Buhrmester, Tracy Kwang, & Samuel D. Gosling. (2011). Perspectives on Psychological Science, 6(1), 3-5.
Nancy M. Ridgway, Monika Kukar‐Kinney & Kent B. Monroe. (2008). An Expanded Conceptualization and a New Measure of Compulsive Buying. Journal of Consumer Research, 35(4), 622-39.
Naresh Khatri & Chong Tze Fern. (2001). Explaining employee turnover in an Asian context. Human Resource Management Journal, 11(1), 54-74.
Paolacci, G., & Chandler, J. (2010). Running experiments on Amazon Mechanical Turk.  Judgment and decision making, 5(5), 411-419.
Paolacci, G., & Chandler, J. (2014). Inside the Turk: Understanding Mechanical Turk as a participant pool. Current Directions in Psychological Science, 23(3), 184-188.
Parkes, K. R. (1984). Locus of control, cognitive appraisal, and coping in stressful episodes. Journal of Personality and Social Psychology, 46(3), 655–668.
Pearson, J. C. (1985). Gender and communication. Dubuque, IA: Brown
Pinquart, M. & Silbereisen, R.K. (2008). Coping with increased uncertainty in the field of work and family life. International Journal of Stress Management, 15, 209-221.
Pyszczynski, T., & Greenberg, J. (1987). Self-regulatory perseveration and the depressive self-focusing style: a self-awareness theory of reactive depression. Psychological bulletin, 102(1), 122-138.
Pyszczynski, T., Hamilton, J. C., Greenberg, J., & Becker, S. E. (1991). Self-awareness and psychological dysfunction. Handbook of social and clinical psychology: The health perspective, 162, 138-157.
Richins, M. L., & Dawson, S. (1992). A consumer values orientation for materialism and its measurement: Scale development and validation. Journal of Consumer Research, 19(3), 303–316.
Richter, A., Näswall, K., De Cuyper, N., Sverke, M., De Witte, H., & Hellgren, J. (2013). Coping with job insecurity: Exploring effects on perceived health and organizational attitudes. The Career Development International, 18(5), 484–502.
Sedikides, C. (1992). Mood as a determinant of attentional focus. Cognition & Emotion, 6(2), 129-148.
Singh, J. (1988). Consumer complaint intentions and behavior: Definitional and taxonomical issues. Journal of Marketing, 52(1), 93–107.
Smith, T. W., & Greenberg, J. (1981). Depression and self-focused attention. Motivation and Emotion, 5(4), 323-331.
Wallace, S. L., Lee, J., & Lee, S. M. (2010). Job Stress, Coping Strategies and Burnout among Abuse-Specific Counselor. Journal of Employment Counseling, 47, 111-122.
Whitney Van den Brande. (2016). The role of work stressors, coping strategies and coping resources in the process of workplace bullying: A systematic review and development of a comprehensive model. Aggression and Violent Behavior,
29, 61-71
Will Bowen. (2007). A Complaint Free World: How to Stop Complaining and Start Enjoying the Life You Always Wanted. America: Harmony.