G银行呼叫中心一线员工工作压力和职业倦怠现状调查与对策研究

发布时间：2018-06-06 16:23

本文选题：电话银行 + 呼叫中心　；参考：《西南交通大学》2014年硕士论文

【摘要】：近年来随着我国银行业的迅速发展,其同质化趋势也越来越严重,因此很多银行将竞争的焦点转向了客户服务。电话银行是银行业和呼叫中心的结合体,它成为各银行维系客户、塑造品牌的重要手段。银行业呼叫中心属于服务行业,既有银行业的高度保密、高风险、零差错的严格服务性质,又有呼叫中心劳动密集型的布局。一线员工年龄呈年轻化趋势,长时间情绪劳动加上全年日夜无休的轮班制度,在高度的身心压力下,他们是职业倦怠的典型高发群体。这样会导致人力资源管理绩效显著下降、员工流失率居高不下等多方面问题。本文以G银行呼叫中心为蓝本对一线员工工作压力和职业倦怠进行了研究。首先在参考国内外学者相关研究成果的基础上,阐述了本文研究背景及其意义。其次,在G银行呼叫中心内部,用深度访谈法对428位一线员工的工作压力现状进行认真调研,结果表明其工作压力主要来自于六个方面：工作本身因素、人际关系因素、客户因素、组织机制与风格、职业发展因素、工作家庭冲突。再次,使用MBI—GS量表,对G银行呼叫中心的500名一线员工进行问卷调查,运用SPSS 19.0软件对相关数据进行深入分析,结果表明G银行呼叫中心一线员工的倦怠程度接近中等水平。最后针对G银行呼叫中心一线员工工作压力和职业倦怠的具体问题,从人力资源管理的角度提出了针对企业和个人的解决方案与对策。本文的研究成果一方面有利于对G银行呼叫中心一线员工的情绪进行有效管理,帮助其保持乐观的心态,实现不断自我激励；另一方面,有利于帮助员工主动培养对职业的兴趣,建立正确的自我评价体系,强化对职业倦怠的自我觉察,并能积极寻求的外界帮助。
[Abstract]:In recent years, with the rapid development of China's banking industry, its homogenization trend is becoming more and more serious, so many banks turn the focus of competition to customer service. Telephone banking is a combination of banking and call centers. It has become an important means for each bank to maintain its customers and shape the brand. The banking call center belongs to the service industry. The high security of the banking industry, the strict service nature of the high risk, the zero error, the labor intensive layout of the call center. The age of the front-line employees is younger, the long time emotional labor is combined with the day and night shift system. Under the high physical and mental pressure, they are the typical high risk groups of job burnout. This will lead to manpower. The performance of resource management has been significantly reduced and the rate of employee turnover is high. This paper studies the job stress and job burnout of the front-line employees based on the G bank call center. First, on the basis of reference to the relevant research results from domestic and foreign scholars, this paper expounds the background and significance of the research. Secondly, in the G bank call Within the heart, the depth interview method was used to investigate the work stress status of 428 front-line employees. The results showed that the work pressure was mainly from six aspects: the work itself, the interpersonal factors, the customer factors, the organizational mechanism and style, the career development factors, the working family conflict. Again, the MBI GS scale was used to call for the G bank. 500 front-line employees of the center are asked to carry out a questionnaire survey and analyze the related data with SPSS 19 software. The results show that the burnout of the G bank call center staff is close to the middle level. Finally, the specific problems of the working pressure and job burnout of the G bank call center staff are from the perspective of human resource management. On the one hand, the results of this study are beneficial to the effective management of the mood of the staff in the G bank call center, to help them maintain an optimistic attitude and to achieve constant self motivation; on the other hand, it is beneficial to help the employees develop their interest in the profession and establish the right self. I evaluate the system, strengthen self-awareness of job burnout, and actively seek outside help.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F832.3

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