自2007年高速鐵路開始營運以來，帶給台灣交通運輸業的劃時代的改變，民眾的生活圈從北中南三大區塊升級為一日生活圈，在便利性提升的同時，服務面也需一起升級，列車上帶領列車服務的列車長成為一種重要的腳色，在面對不同旅客的服務需求及公司所要求的服務標準下，列車長如何帶領車上員工以達成服務需求及標準。本文旨在探討列車長工作一職的工作壓力影響之研究，將列車長工作壓力來源分為工作內容及管理制度兩者所造成的工作壓力，並探討工作壓力對列車長生理及心理方面的影響，進而探討列車長調適工作壓力的方法。 本研究以台灣高鐵的列車長為研究對象，共發出105份紙本問卷，回收後取得有效問卷為92份，有效問卷回收率為87 62%，經由描述性統計分析、信度分析、T檢定、單因子變異數分析及相關分析，得出以下研究結論。 1 本研究所設計衡量列車長工作壓力的「列車長個人工作壓力度量表」，經信度分析結果顯示具有良好的量表信度，適合衡量現階段列車長工作壓力影響因子。 2 就工作內容對工作壓力的影響，最大的是「面對暴力或精神異常旅客的處理」。就管理制度對工作壓力的影響，最大的是「班表的異動造成生活作息的干擾」。且不同工作壓力來源所造成列車長的壓力影響將隨著不同個人屬性及工作背景而有所差異。 3 就工作壓力對心理健康的影響，最大的是「假日或假期無法休假造成工作與家庭無法兼顧」。就工作壓力對生理健康的影響，最大的是「連續三日長工時工作班，個人體力負荷的影響」。且工作壓力對生心理健康狀況的影響將隨著不同個人屬性及工作背景而有所差異。 4 就工作壓力來源對工作壓力感受程度的相關分析來看，就生理或心理層面的影響而言，管理制度比工作內容所帶給受訪者的工作壓力更大。 最後，本研究針對實證研究所發現的結果，分別就列車長的工作內容、組織管理制度方針、工作壓力調適方法及後續研究方向等方面提出建議。 ; From the beginning of the high-speed rail operations in 2007 it brings an epochal change in Taiwan's transportation the people’ living area upgrading from northern central and south of three blocks to one-day live trip while THSR enhancing the convenience the service supply level also need to be upgrade Train master the head of to lead the train service becomes an important role on this issue Train master in the face of different passenger service needs and service standards required by the company how to lead employees to reach the passenger service needs and standards In this study it was to investigate the effects of working pressure on train master its working pressure source into job content and management system And to explore the physiological and psychological effects of working pressure and then discusses the methods of working pressure adjustment by train master In this case the Taiwan High Speed Rail Corporation's train master for the study was isued a total of 105 copies on paper questionnaires and then gets 92 valid questionnaires the effective response rate was 87 62% via descriptive statistics analysis reliability analysis T test one way ANOVA and correlation analysis the following was found: 1 The study was designed to measure the train master working pressure " Train Master individuals working pressure Scale" by reliability analysis test results show a good scale reliability suitable for measuring the influence of the train master 's working pressure 2 The working content on the impact of working pressure the greatest impact was "the handling to face of violence or mental abnormalities passenger " Impact by the management system the greatest impact was “the work sheet’s change caused the life rhythms interfered " And the impact by different working pressure sources will have difference influence due to personal attributes and backgrounds 3 The impact of working pressure on mental health the greatest impact was "due to holidays or vocations can not be leave off caused the work and family cannot be balance " On the impact of working pressure on physical health the greatest impact was "the long hour’s work sheet on the third consecutive day physical condition can not load " And the impact of physical /mental health by working pressure will have difference influence due to personal attributes and backgrounds 4 The correlation analysis on sources of working pressure to the personal perceived degree of working pressure the working pressure by management system is greater than the working pressure by work content on the impact of physiological or psychological for respondents Finally this study found that the results of empirical research and to make recommendations in respect of the train master's work content organization and management approach adaptation methods on working pressure and subsequent research and so on