心理资本对情绪工作要求影响工作倦怠的调节机制研究

发布时间：2018-04-06 06:22

本文选题：情绪工作要求　切入点：工作倦怠　出处：《云南财经大学》2017年硕士论文

【摘要】：在16年政府工作报告中,首提服务业占据GDP“半壁江山”,意味着中国经济正式从“工业型经济”进入到“服务型经济”。在“服务型经济”中,员工的服务过程其实是传递产品价值的过程,其服务质量已成为了企业成功的重要因素之一。如何提高员工情绪服务质量已成为企业的目标之一,同时员工的情绪问题也已成为组织行为管理研究的前沿问题。但越来越多的管理者已经意识到,一味地要求员工根据组织要求为顾客提供服务,将会对员工的工作健康造成消极影响。而员工的健康问题是维持和提高员工工作绩效的重要因素。因此,如何在复杂的管理环境中有效管理情绪,以提高工作效率并有效完成组织目标,同时尽可能的减少员工的工作健康问题,受到了理论界和实践界的共同关注。本文以资源保存理论为理论基础,基于情绪资源的视角,在对情绪工作要求、心理资本、工作重塑和工作倦怠相关文献综述的基础上,构建了我国组织情境下情绪工作要求对员工工作健康的影响机制模型。本文主要分析了目前员工面对的情绪工作要求是如何导致其产生工作倦怠感,以及心理资本对这一消极效应的缓冲作用的。在此基础上,本文通过引入工作重塑作为重要的边界条件(发挥调节作用)和作用机制(发挥中介作用),进一步探讨了心理资本如何具体发挥其积极的缓冲作用。最终构建了一个被中介的调节效应模型,来揭示心理资本以及工作重塑行为如何协同降低员工因情绪工作要求而产生的工作倦怠感的作用机理。本文通过对云南省联通10010话务中心的230名客服人员进行的间隔1周的两次问卷调查,并运用Stata13.0对数据进行信度分析、效度分析、方差分析和多元回归分析的检验。考察员工的情绪工作要求、心理资本、工作重塑和工作倦怠之间的关系及作用机制,最终基本证实了本文提出的各项研究假设。最后,本文系统概括了主要的研究结论、理论进展和管理实践意义,并指出了本研究存在的不足,并为将来的研究提供了研究建议。
[Abstract]:In the 16-year government work report, the first mention of the service sector accounts for half of GDP, which means that China's economy has formally moved from "industrial economy" to "service economy".In the "service economy", the service process of employees is actually the process of transferring the value of products, and its service quality has become one of the important factors for the success of enterprises.How to improve the quality of staff emotional service has become one of the goals of enterprises, and the emotional problems of employees have also become the forefront of organizational behavior management research.However, more and more managers have realized that blindly requiring employees to provide services to customers according to organizational requirements will have a negative impact on their work health.The health of employees is an important factor to maintain and improve their job performance.Therefore, how to effectively manage emotions in a complex management environment to improve work efficiency and achieve organizational goals effectively, and at the same time reduce the health of employees as much as possible, has been the common concern of both theoretical and practical circles.Based on the theory of resource conservation and the perspective of emotional resources, this paper reviews the literature on emotional work requirements, psychological capital, job remodeling and job burnout.The mechanism model of the influence of emotional work requirement on employee's work health in the organizational context of our country is established.This paper mainly analyzes how the emotional job demands of employees at present lead to job burnout and the cushioning effect of psychological capital on this negative effect.On this basis, this paper further discusses how psychological capital can play a positive buffer role by introducing work remodeling as an important boundary condition (to play a regulatory role) and a functional mechanism (to play an intermediary role).Finally, an mediated adjustment effect model is constructed to reveal the mechanism of psychological capital and job remodeling behavior how to reduce the sense of job burnout caused by emotional job requirements.In this paper, two questionnaires with one week interval were conducted on the 10010 call center of Yunnan Unicom, and the reliability analysis, validity analysis, variance analysis and multivariate regression analysis of the data were carried out by using Stata13.0.The relationship and mechanism between emotional work requirements, psychological capital, job remodeling and job burnout among employees were investigated. Finally, the research hypotheses proposed in this paper were basically confirmed.Finally, this paper systematically summarizes the main research conclusions, theoretical progress and management practical significance, and points out the shortcomings of this study, and provides suggestions for future research.
【学位授予单位】：云南财经大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92;F626

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