商业银行客户经理工作压力、工作生活质量与工作绩效之间的关系研究
发布时间：2018-11-12 09:54
【摘要】：在新经济时代，我国银行业面临着严峻的竞争环境，作为银行业务的主要营销人员—客户经理面临着极大的压力，如果工作压力不能及时有效缓解的话，势必会影响商业银行客户经理的工作绩效问题。同时，更高的生活质量是每位员工追求的目标，良好的工作生活质量，可以减少消极怠工、离职倾向、抱怨烦躁的情况，从而提高员工工作绩效。在这样的背景下，本研究以商业银行客户经理为研究对象，以工作压力和工作生活质量为研究核心，对商业银行客户经理的工作绩效问题进行分析。最后，针对提升我国商业银行客户经理工作绩效问题，为商业银行管理部门提供参考性建议。 本研究首先对工作绩效、工作生活质量及工作压力的相关文献进行回顾和总结，在国内外学者关于三者关系研究的基础上，提出了本研究的相关假设，选取了国内外比较成熟的量表，，并进行了预测试。在对量表信、效度进行检验的基础上，形成正式问卷，并进行正式问卷的发放。最后，运用SPSS18.0统计软件对所得数据进行描述性统计分析、相关分析、回归分析以及中介作用的检验。 本研究对研究数据进行分析后，得到以下结论：（1）从整体上看，商业银行客户经理的工作压力分别与工作生活质量、工作绩效负向相关，这个结果是良、劣两类压力综合作用下的结果。（2）商业银行客户经理工作压力与工作生活质量之间显著相关，其中，良性压力对工作生活质量有正向影响，劣性压力对工作生活质量有负向影响。（3）商业银行客户经理工作压力与工作绩效之间显著相关，其中，良性压力对工作绩效有正向影响，劣性压力对工作绩效有负向影响。（4）商业银行客户经理工作生活质量整体对工作绩效有正向影响，而工作生活质量各维度中工作任务与组织环境对工作绩效有预测作用，并且组织环境对工作绩效的预测作用更为重要，但社会心理维度对工作绩效的影响并不显著。（5）工作生活质量在商业银行客户经理工作压力与工作绩效之间起部分中介作用，会减弱工作压力对工作绩效的影响。 针对以上结论，关于提升商业银行客户经理的工作绩效问题，对于商业银行管理部门可以从工作压力、工作生活质量两个方面来采取一些措施：例如维持好商业银行客户经理的良性压力；降低商业银行客户经理的劣性压力；增加关于如何调节工作压力的培训；开展适合员工个性特点的压力管理；提供更多的客户经理家庭联谊的机会；营建积极向上的文化氛围，树立良好的企业社会形象；丰富工作内容，提供更多成长机会。但是由于知识水平、时间、精力等方面的限制，本研究还存在一些不足之处，还有待于后续学者进一步完善和补充。
[Abstract]:In the new economic era, China's banking industry is facing a severe competitive environment. As the main marketer of banking business, the account manager is facing great pressure, if the working pressure can not be alleviated in time and effectively. It is bound to affect the performance of account managers in commercial banks. At the same time, higher quality of life is the goal of every employee, good quality of work and life, can reduce negative idle work, turnover tendency, complain about the situation of irritability, so as to improve the performance of the staff. Under this background, this research takes the commercial bank customer manager as the research object, takes the work pressure and the work life quality as the research core, carries on the analysis to the commercial bank customer manager's work performance question. Finally, in order to improve the performance of the customer manager of commercial banks in China, the paper provides reference suggestions for the management department of commercial banks. This study first reviews and summarizes the relevant literature on work performance, quality of work life and work stress, and puts forward the relevant hypotheses of this study on the basis of the research on the relationship among them by domestic and foreign scholars. Selected the domestic and foreign relatively mature scale, and carried on the forecast test. On the basis of testing the letter and validity of the scale, the formal questionnaire is formed and the formal questionnaire is issued. Finally, descriptive statistical analysis, correlation analysis, regression analysis and intermediary test are carried out with SPSS18.0 software. The results are as follows: (1) on the whole, the work stress of account managers in commercial banks is negatively correlated with the quality of work life and work performance. (2) there is a significant correlation between work stress and quality of work life of customer managers in commercial banks, in which benign stress has a positive effect on the quality of work and life. Poor stress has a negative impact on the quality of work and life. (3) there is a significant correlation between job stress and job performance of customer managers in commercial banks, among which, benign stress has a positive impact on job performance. (4) the overall quality of work and life of customer managers in commercial banks has a positive impact on job performance, and work tasks and organizational environments in all dimensions of quality of work life have a predictive effect on job performance. And the organizational environment is more important in predicting job performance. However, the influence of social psychological dimension on job performance is not significant. (5) the quality of work life plays a partial intermediary role between job stress and job performance of customer managers in commercial banks, which will weaken the impact of job stress on job performance. In view of the above conclusion, regarding the question of improving the work performance of the customer manager of the commercial bank, the management department of the commercial bank can start from the work pressure, Some measures should be taken in two aspects of quality of work and life: for example, to maintain the benign pressure of the customer manager of the commercial bank; Reduce the bad pressure of the customer manager of the commercial bank; increase the training on how to adjust the work stress; carry out the stress management that suits the individual characteristics of the staff; provide more opportunities for the family friendship of the customer manager; Build a positive cultural atmosphere, establish a good corporate social image; enrich the work content, provide more opportunities for growth. However, due to the limitation of knowledge level, time, energy and so on, there are still some deficiencies in this study, which need to be further improved and supplemented by follow-up scholars.
【学位授予单位】：河北经贸大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F832.33
本文编号：2326769
[Abstract]:In the new economic era, China's banking industry is facing a severe competitive environment. As the main marketer of banking business, the account manager is facing great pressure, if the working pressure can not be alleviated in time and effectively. It is bound to affect the performance of account managers in commercial banks. At the same time, higher quality of life is the goal of every employee, good quality of work and life, can reduce negative idle work, turnover tendency, complain about the situation of irritability, so as to improve the performance of the staff. Under this background, this research takes the commercial bank customer manager as the research object, takes the work pressure and the work life quality as the research core, carries on the analysis to the commercial bank customer manager's work performance question. Finally, in order to improve the performance of the customer manager of commercial banks in China, the paper provides reference suggestions for the management department of commercial banks. This study first reviews and summarizes the relevant literature on work performance, quality of work life and work stress, and puts forward the relevant hypotheses of this study on the basis of the research on the relationship among them by domestic and foreign scholars. Selected the domestic and foreign relatively mature scale, and carried on the forecast test. On the basis of testing the letter and validity of the scale, the formal questionnaire is formed and the formal questionnaire is issued. Finally, descriptive statistical analysis, correlation analysis, regression analysis and intermediary test are carried out with SPSS18.0 software. The results are as follows: (1) on the whole, the work stress of account managers in commercial banks is negatively correlated with the quality of work life and work performance. (2) there is a significant correlation between work stress and quality of work life of customer managers in commercial banks, in which benign stress has a positive effect on the quality of work and life. Poor stress has a negative impact on the quality of work and life. (3) there is a significant correlation between job stress and job performance of customer managers in commercial banks, among which, benign stress has a positive impact on job performance. (4) the overall quality of work and life of customer managers in commercial banks has a positive impact on job performance, and work tasks and organizational environments in all dimensions of quality of work life have a predictive effect on job performance. And the organizational environment is more important in predicting job performance. However, the influence of social psychological dimension on job performance is not significant. (5) the quality of work life plays a partial intermediary role between job stress and job performance of customer managers in commercial banks, which will weaken the impact of job stress on job performance. In view of the above conclusion, regarding the question of improving the work performance of the customer manager of the commercial bank, the management department of the commercial bank can start from the work pressure, Some measures should be taken in two aspects of quality of work and life: for example, to maintain the benign pressure of the customer manager of the commercial bank; Reduce the bad pressure of the customer manager of the commercial bank; increase the training on how to adjust the work stress; carry out the stress management that suits the individual characteristics of the staff; provide more opportunities for the family friendship of the customer manager; Build a positive cultural atmosphere, establish a good corporate social image; enrich the work content, provide more opportunities for growth. However, due to the limitation of knowledge level, time, energy and so on, there are still some deficiencies in this study, which need to be further improved and supplemented by follow-up scholars.
【学位授予单位】：河北经贸大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F272.92;F832.33
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