PSYCH OpenIR  > 社会与工程心理学研究室
Alternative TitleResearch of Relationship between Occupational stress, General self-efficacy, and Job burnout of Customer service
Thesis Advisor陈毅文
Degree Grantor中国科学院研究生院
Place of Conferral北京
Degree Discipline心理学
Keyword客户服务人员 工作压力 一般自我效能感 工作倦怠
Other Abstract 
Customer service for business and community has important social function and services, the community mental health standards and acts of direct impact on society. the customer service staff psychology and behavior happens to explore the mechanism will be a need to study psychology develop new areas. This study in real estate, banking and electrical distribution for 292 customer service representatives of the respondents, a mature and measurement tools, used to explore the overall situation of occupational stress, general self-efficacy and job burnout of customer service representatives and the relationship between the three variables. Hoping that this study to our enterprises human resources management staff and relieving the pressure of work and enhance their sense of staff performance and reference to offer a theoretical basis and for the management of china's enterprises to provide some examples, and reference. Analysed a survey of customer service representatives on the scale of occupational stress, general self-efficacy and job burnout, the results indicate: (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. This shows the 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.
Subject Area应用心理学
Document Type学位论文
Recommended Citation
GB/T 7714
宋璐芳. 客户服务人员工作压力、自我效能感与工作倦怠的关系研究[D]. 北京. 中国科学院研究生院,2011.
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