JS银行一线员工工作倦怠和工作满意度现状调查及对策研究

发布时间：2018-06-20 18:14

本文选题：一线员工 + 工作倦怠　；参考：《吉林大学》2012年硕士论文

【摘要】：服务业的激烈竞争迫切要求组织提升其服务质量。而作为组织服务质量载体的员工，则被组织提出了更高的要求。我国银行业就处于这样一种状态。顾客服务质量的感知与员工的表现密切相关，尤其是与员工的心理状态密切相关。传统管理更多关注员工的能力尤其是技术技能，现代服务业的管理则要求关注员工的情绪智能。而与员工情绪智能相关的作业则被称为情绪劳动。情绪劳动要求员工展现组织要求的情绪，如快乐、热情、友善等等，从而增强顾客购买产品时的愉悦性体验，进而影响顾客忠诚。但员工要保持这种良好的心理状态，就必须员工本身也有愉悦性体验，如果员工的积极情绪并不是发自内心，一方面会影响顾客体验，另一方面，也会造成员工本身的情绪负荷。这种情绪负荷就成为员工本身工作压力的重要来源。本研究从工作压力导致的工作倦怠入手，研究工作倦怠的前导性因素工作满意度对工作倦怠的影响，从理解影响工作满意度的结构，分析工作满意度各维度与工作倦怠的关系，，为缓解银行一线员工工作倦怠状况提供理论依据与支持。工作倦怠是由于工作压力导致的员工情感耗竭的一种现象。工作倦怠的员工会感到精疲力尽，对工作疏离，没有成就感，个性丧失等状态。这种状态严重影响服务业员工自身的健康并影响服务质量。研究表明，工作满意度对工作倦怠有重要影响。工作满意度是员工对环境因素的一种满足感受，这种感受同时具有生理与心理二重性。学者研究认为，工作满意度包含许多维度。最为通用的是明尼苏达满意度量表，其中包括了能力使用、报酬、同事、赏识等诸多维度。工作满意度维度对工作倦怠的影响，有助于细化工作倦怠的影响因素。对于服务业而言，接触顾客的一线员工是顾客对组织形成态度与印象的直接载体。因此，一线员工是服务业的核心员工。银行业的一线员工是由银行柜员为主体的多种基层岗位的员工。使一线员工感到满意，并减少其工作倦怠，是基于现代人力资源管理理念的银行业管理所面临的重要课题。因此，研究选取JS银行一线员工150名，并对他们做了问卷调查。问卷由三部分构成：基本人口统计变量，工作倦怠问卷（MBI-GS），工作满意度问卷(明尼苏达满意度问卷)。通过对数据进行相关性分析，得出的结论是银行总体工作倦怠程度较高；工作满意度和工作倦怠成明显的负相关。其中，领导力水平、工作自主性、人际关系这三个工作满意度的维度对工作倦怠相关性较强。通过对调查问卷数据处理结果的分析，本研究也对银行提出了相应的管理性建议，包括企业层面与员工自身层面。企业层面的对策有：提升银行领导力水平；从员工个体差异入手，对员工进行重点分类管理；为员工创建良好的工作环境；提升银行的人力资源管理水平；建立良好的沟通机制；营造和谐的同事关系。员工层面的对策包括：建立终生学习的理念；努力实现自身的价值；积极适应企业环境。最后，本研究也探讨了研究的不足之处，如研究的样本量较小，施测过程的控制不够严密，同时，由于研究本身的实践性，涉及到工作倦怠以及工作满意度相关的其它变量较少等问题。需要银行在建立科学的工作倦怠管理制度的实践中不断加以丰富和完善。
[Abstract]:The competition of the service industry requires the organization to improve its quality of service . As an employee of the organizational service quality carrier , the organization puts forward higher requirements . The perception of the service quality of the customer is closely related to the performance of the employee , especially the employee ' s mental state .

Job burnout is a kind of phenomenon of employee ' s emotional exhaustion due to working stress . Job burnout employee can feel exhausted , work alienation , lack of accomplishment , loss of personality and so on . The research shows that job satisfaction has important influence on job burnout . The research shows that job satisfaction includes many dimensions : ability to use , reward , colleague , appreciation and so on . Job satisfaction dimension affects job burnout and helps to refine the influence factors of job burnout .

The first - line worker is the core staff of the service industry . Therefore , the first - line worker is the core staff of the service industry . Therefore , the first - line worker is the core staff of the service industry . The first - line staff of the banking industry is the core staff of the service industry . The first - line staff of the banking industry is the core staff of the service industry . Therefore , the first - line staff of the bank is the core staff of the service industry . Therefore , the research selects 150 employees of JS Bank and investigates them . The questionnaire is composed of three parts : basic demographic variables , job burnout questionnaire ( MBI - GS ) and job satisfaction questionnaire ( Minnesota Satisfaction Questionnaire ) . The conclusion is that the overall job burnout of the bank is relatively high ;
There was a negative correlation between job satisfaction and job burnout . Among them , the level of leadership , the autonomy of work and the relationship between job satisfaction and job burnout were more relevant to job burnout .

Through the analysis of the data processing results of the questionnaire , this study also puts forward corresponding management suggestions to the bank , including the enterprise level and the employee ' s own level .
Starting from the individual differences of the employees , the employees should be classified and managed ;
Create a good working environment for employees ;
To improve the level of human resources management in banks ;
Establish good communication mechanism ;
Building a harmonious co - worker relationship . The countermeasure of employee level includes : establishing the concept of lifelong learning ;
Efforts should be made to achieve its own value ;
In the end , the research also discusses the shortcomings of the research , such as the small sample size of the study and the inadequate control of the application process . At the same time , due to the practical nature of the study itself , there are few other variables related to job burnout and job satisfaction . It is necessary to enrich and perfect the practice of establishing a scientific job burnout management system .
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F830.3

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