呼叫中心员工人格特质、职业成长和离职倾向的关系研究

发布时间：2018-05-03 19:14

本文选题：呼叫中心 + 人格特质　；参考：《安徽大学》2017年硕士论文

【摘要】：呼叫中心是一个兼具科技密集型与劳动密集型的产业,能够为企业与客户间提供高度整合的沟通渠道,为客户提供高质量、高效率、全方位的服务。中国的呼叫中心行业起步较晚,但伴随着我国改革开放的深入推进,经过近二十年的发展,已经逐渐形成了一个朝气蓬勃的产业,完成了在金融业、通讯业、旅游业、教育业等诸多行业领域的垂直布局。然而,我们在欣喜于呼叫中心快速发展势头的同时,也不无担心的发现,这种急速发展为呼叫中心带来了一些运营管理上的隐患与问题,无论是自建呼叫中心还是对人员有庞大需求的外包呼叫中心都面临着一个共同的问题,那就是对人员流失率的控制。本文首先假设人格特质及其各维度与离职倾向存在相关关系。在此基础上,以无边界职业生涯理论为基础,引入职业成长这一变量,验证职业成长在人格特质与离职倾向关系中的作用。本文采用问卷调查法,以296名呼叫中心员工为样本,利用SPSS 22.0对数据进行了分析研究,实证研究的结果表明:人格特质各维度与离职倾向显著相关,其中神经质、开放性维度与离职倾向正相关,外倾性、责任心、随和性三个维度与离职负相关。此外,职业成长在人格特质对离职倾向的影响过程中能够起到部分调节的作用,具体来说:职业目标进展在外倾性维度对离职倾向的影响中起负向调节作用;职业能力发展在责任心对离职倾向的影响中起负向调节作用;晋升速度在神经质、开放性、责任心与离职倾向的影响中起负向调节作用;报酬增长在神经质、外倾性、随和性对离职倾向的影响中起负向调节作用。根据实证研究的结果,本文认为呼叫中心员工人格特质是影响离职的重要因素,在招聘时应当关注求职者的人格特质,此外,职业成长在员工离职过程中可以起到调节作用,因此企业应当关注员工的职业成长,有效地降低员工离职率,从而增强企业竞争力。在文章的最后部分从人格特质和职业成长两个角度针对呼叫中心员工离职问题提出了若干管理意见,同时指出了本研究的不足和未来研究的方向。
[Abstract]:Call Center is a technology-intensive and labor-intensive industry, which can provide a highly integrated communication channel between enterprises and customers, and provide customers with high quality, high efficiency and all-round service. China's call center industry started relatively late, but with the deepening of China's reform and opening up, after nearly 20 years of development, has gradually formed a vibrant industry, completed in the financial industry, communications industry, tourism, The vertical layout of many industries such as education. However, while we are pleased with the rapid development of the call center, we are also worried to find that this rapid development has brought some hidden dangers and problems in the operation and management of the call center. Both self-built call centers and outsourced call centers with huge demand for personnel face a common problem, that is, the control of staff turnover rate. This paper first assumes that personality traits and their dimensions are related to turnover intention. Based on the borderless career theory, this paper introduces the variable of career growth to verify the role of career growth in the relationship between personality traits and turnover intention. In this paper, a questionnaire survey was used to analyze the data of 296 call center employees using SPSS 22.0. The empirical results show that: personality traits are significantly related to turnover intention, among which neuroticism. The three dimensions of openness and turnover intention, extroversion, responsibility and easygoing are negatively correlated with turnover. In addition, career growth can play a partial role in regulating the influence of personality traits on turnover intention, specifically: career goal progress plays a negative role in the influence of extroversion dimension on turnover intention; Career ability development plays a negative role in the influence of responsibility on turnover intention; promotion speed plays a negative role in neuroticism, openness, responsibility and turnover intention; compensation growth plays a negative role in neuroticism and extroversion. Easiness plays a negative role in the influence of turnover intention. According to the results of the empirical study, this paper holds that the personality traits of call-center staff are the important factors that affect the turnover, and should pay attention to the personality traits of job seekers when recruiting. In addition, career growth can play a regulating role in the process of employee turnover. Therefore, enterprises should pay attention to the professional growth of employees, effectively reduce the employee turnover rate, and enhance the competitiveness of enterprises. In the last part of the paper, the author puts forward some management opinions on the turnover of call-center staff from the perspective of personality trait and career growth, and points out the deficiency of this study and the direction of future research.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92

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