客服代表心理资本对离职倾向和幸福感的影响：多层次模型

发布时间：2018-02-14 10:41

本文关键词： 心理资本幸福感离职倾向　出处：《上海师范大学》2017年硕士论文　论文类型：学位论文

【摘要】：处在不稳定、不确定、复杂、模糊时代,企业面临着激烈的竞争,复杂多变的管理情境给组织带来了前所未有的挑战,团队成员时刻面临着快速变化的工作环境和日益增长的工作要求的压力。而团队的整体氛围是团队成员开展工作的重要背景,对成员的工作态度、行为表现和心理健康等有重要的影响。本研究致力于探索工作场所中团队成员心理资本和团队整体心理资本对团队成员离职倾向和幸福感的作用机制。研究选取国内一家呼叫中心的24个客服团队作为研究被试,采用问卷调查法共收集24个团队和配对的248位团队成员数据,并对所得数据进行了描述性统计分析、信度分析、相关分析和多层线性分析等统计处理。研究结果显示:(1)团队成员心理资本对其幸福感具有显著的正向预测作用;(2)团队成员心理资本对其离职倾向具有显著的负向预测作用;(3)不仅如此,团队整体心理资本能够正向预测团队成员的幸福感,负向预测团队成员的离职倾向。研究进一步丰富了心理资本的研究,结果启示组织管理者应当重视提升团队成员的心理资本,使这一积极的心理品质成为团队成员有效应对工作压力的重要资源,进而提升他们的满意度、工作表现和心理健康。此外,团队整体的氛围是团队成员重要的工作背景,提升团队整体的心理资本对提升团队成员的幸福感,降低团队成员的离职率有重要的现实意义,提供给组织管理者多方位的人力资源管理方法。
[Abstract]:In the unstable, uncertain, complex and fuzzy era, enterprises are facing fierce competition, and the complex and changeable management situation has brought unprecedented challenges to the organization. Team members are under constant pressure from a rapidly changing work environment and growing job requirements. The overall environment of the team is an important background for the team members to work in, and their attitude towards the work of the team members. Behavior performance and mental health play an important role. This study aims to explore the role of team members' psychological capital and team's overall psychological capital on turnover intention and well-being of team members in the workplace. Twenty-four customer service teams from a call center in China were selected as subjects. The data of 24 teams and 248 matched team members were collected by questionnaire, and the data were analyzed by descriptive statistical analysis and reliability analysis. Correlation analysis and multilevel linear analysis. The results show that: 1) the psychological capital of team members has a significant positive predictive effect on their well-being. 2) the psychological capital of team members has a significant negative effect on their turnover intention. Not only that, The overall psychological capital of the team can positively predict the happiness of the team members, and negatively predict the turnover intention of the members of the team. Results Organization managers should attach importance to enhancing the psychological capital of team members so that this positive psychological quality becomes an important resource for team members to deal with job stress effectively and then enhance their satisfaction. In addition, the overall atmosphere of the team is an important working background for the team members. Improving the overall psychological capital of the team is of great practical significance to enhance the happiness of the team members and reduce the turnover rate of the team members. Provide multiple human resource management methods to organization managers.
【学位授予单位】：上海师范大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92

【参考文献】