电子商务企业客服人员离职倾向研究

发布时间：2018-12-18 12:54

【摘要】：随着电子商务和互联网时代的发展,电子商务企业客服人员的离职现象日趋严重。由于客服人员已经成为电子商务企业的基层员工和管理层的主力人群,其离职倾向高、频繁跳槽等问题对于企业员工士气极为不利,并且员工的频繁离职给企业造成很高的运营成本。企业若想保持其竞争优势,需对员工的离职现象进行规避。因此本文将通过情绪智力、工作倦怠两个方面对客服人员离职倾向产生离职倾向的原因进行研究,进而为企业的人才管理提出相应对策。首先,本文通过对国内外文献梳理,对离职倾向、情绪智力与工作倦怠的现有研究进行总结,并对离职倾向、情绪智力、工作倦怠这三方面的概念、测量方法相关理论进行梳理。其次,本文在Mobley所提出的员工离职决策过程模式以及其他经典离职倾向模型的基础上,构建了情绪智力、工作倦怠对离职倾向影响的理论模型并提出相关假设,同时根据此模型与传统测量量表对本文所需的离职倾向、情绪智力及工作倦怠的问卷量表进行设计,为接下来的统计分析提供数据支撑。再次,本文根据306份有效问卷的统计结果先进行描述性分析,以对其总体情况进行描述,再基于问卷量表的信效度分析结果,确定问卷数据具有有效性与正确性。本文先通过因子分析对离职倾向、情绪智力与工作倦怠指标的相关分量指标进行计算,利用相关性分析对情绪智力、工作倦怠及其分量的单一因素影响进行研究。结果表明情绪智力及其各分量与离职倾向具有显著负相关、工作倦怠及其各分量与离职倾向具有显著正相关;利用主成分分析方法对各变量再次进行降维处理,并利用对数回归分析方法,对情绪智力与工作倦怠对离职倾向的共同影响进行研究。最后,根据上述统计分析结构对本文所提出的假设结果进行汇总。针对研究结果本文认为企业应通过提升情绪智力与降低工作倦怠两个方面降低员工的离职倾向。其中提升情绪智力的方法包括:完善招聘体系、建立员工培养方案提升员工的情绪智力。而降低工作倦怠的方法包括:薪酬的激励制度、轮岗制以及降低员工工作压力。
[Abstract]:With the development of e-commerce and internet era, the phenomenon of customer service turnover in e-commerce enterprises is becoming more and more serious. As customer service personnel have become the main group of grass-roots employees and management in e-commerce enterprises, their high turnover tendency and frequent job hopping are extremely detrimental to the morale of their employees. And the frequent turnover of employees to the enterprise caused a high operating cost. If an enterprise wants to maintain its competitive advantage, it needs to circumvent the phenomenon of employee turnover. Therefore, this paper will study the causes of turnover intention of customer service personnel from two aspects of emotional intelligence and job burnout, and then put forward corresponding countermeasures for talent management of enterprises. First of all, this paper summarizes the existing researches on turnover intention, emotional intelligence and job burnout by combing the literature at home and abroad, as well as the concepts of turnover intention, emotional intelligence and job burnout. The related theory of measurement method is combed. Secondly, based on the model of employee turnover decision-making process and other classical turnover intention models proposed by Mobley, this paper constructs a theoretical model of emotional intelligence and job burnout on turnover intention, and puts forward some hypotheses about the influence of emotional intelligence and job burnout on turnover intention. At the same time, according to this model and traditional measurement scale, the questionnaire of turnover intention, emotional intelligence and job burnout is designed to provide data support for the next statistical analysis. Thirdly, based on the statistical results of 306 valid questionnaires, this paper first carries on descriptive analysis to describe the overall situation, and then based on the reliability and validity of the questionnaire analysis results, determine the validity and correctness of the questionnaire data. In this paper, the factors of turnover intention, emotional intelligence and job burnout index are calculated by factor analysis, and the influence of single factor on emotional intelligence, job burnout and its component is studied by correlation analysis. The results showed that emotional intelligence and its components were negatively correlated with turnover intention, while job burnout and its components were positively correlated with turnover intention. The principal component analysis (PCA) was used to reduce the dimension of each variable again, and the logarithmic regression analysis was used to study the influence of emotional intelligence and job burnout on turnover intention. Finally, according to the above statistical analysis structure, the hypotheses presented in this paper are summarized. In view of the research results, this paper argues that enterprises should reduce employee turnover intention by improving emotional intelligence and reducing job burnout. The methods of improving emotional intelligence include perfecting the recruitment system and establishing employee training programs to improve the emotional intelligence of employees. The methods to reduce job burnout include: incentive system of salary, job rotation and reducing job stress.
【学位授予单位】：吉林财经大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：F272.92;F724.6

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