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Alternative TitleThe Influences of Occupational Stress on Job Burnout
宋璐芳; 高金金; 陈毅文
Source Publication人类工效学
Contribution Rank1
Abstract目的:探讨企业客户服务人员工作压力、一般自我效能感与工作倦怠的关系。方法:采用问卷调查法对金融、物业、销售行业292名客户服务人员进行调查。结果:(1)工作压力与工作倦怠的玩世不恭和成就感低落2个维度显著正相关,一般自我效能感与工作倦怠的情绪衰竭、玩世不恭、成就感低落3个维度均显著负相关;(2)工作压力对女性的影响比男性大,男性的一般自我效能感显著高于女性;(3)未婚员工比已婚员工表现出更大的焦虑和忧郁,工作压力更大;(4)国有企业、民营企业、外资企业客服人员的工作压力依次增大;(5)一般自我效能感在工作压力与工作倦怠的关系中起到了中介作用。结论:工作压力越大,工作倦怠越严重,一般自我效能感在工作压力与工作倦怠的关系中起到了中介作用。; Objective:To explore the relationship between occupational stress,general self-efficacy and job burnout of customer service representatives.Methods: A survey of 292 customer service representatives on the scale of occupational stress,general self-efficacy and job burnout.Results(: 1)Correlation analysis showed significantly positive correlation between occupational stress and cynicism,reduced personal accomplishment;and negative correlation between general self-efficacy and emotional exhaustion,cynicism,reduced personal accomplishment(.2)From a gender perspective,the impact of occupational stress on the females than the males,and male in general self-efficacy is significantly higher than females(.3)From a marital status perspective,unmarried representatives than married representatives to show more anxiety and depression,and unmarried representatives had more pressure(.4)Customer service representatives in State-owned enterprises,private enterprises,foreign were gradually increasing occupational stress(.5)General self-efficacy had mediation effect on the relation between occupational stress and job burnout.Conclusion: The higher the occupational stress,the more serious job burnout.General self-efficacy had mediation effect on the relation between occupational stress and job burnout.
Keyword客户服务人员 工作压力 一般自我效能感 工作倦怠
Subject Area工业与组织心理学
Document Type期刊论文
Corresponding Author宋璐芳
Recommended Citation
GB/T 7714
宋璐芳,高金金,陈毅文. 压力对工作倦怠的影响[J]. 人类工效学,2012,18(3):2014-07-11.
APA 宋璐芳,高金金,&陈毅文.(2012).压力对工作倦怠的影响.人类工效学,18(3),2014-07-11.
MLA 宋璐芳,et al."压力对工作倦怠的影响".人类工效学 18.3(2012):2014-07-11.
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