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呼叫中心座席员情绪劳动方式与职业枯竭的关系
杨泳波; 张建新; 周明洁
2010
Source Publication中国临床心理学杂志
ISSN1005-3611
Volume18Issue:3Pages:377-378
Abstract目的:探讨呼叫中心座席员不同情绪劳动方式与其职业枯竭程度的关系。方法:采用情绪劳动方式量表、职业枯竭量表(MBI-GS量表),对1962名座席员进行评定。结果:性别与深层表现呈显著正相关;年龄与表面表现和深层表现均呈显著正相关;年龄与职业枯竭呈显著负相关;婚姻状况与深层表现呈显著负相关,与职业枯竭呈显著正相关。在控制了人口统计学变量后,表面表现与职业枯竭呈显著正相关,并具有正向预测作用(P<0.001),深层表现与职业枯竭呈现显著负相关,并具有负向预测作用(P<0.001)。结论:采用深层表现的方式更不易导致职业枯竭,采用表面表现的方式,更易导致职业枯竭。
Other AbstractObjective: To explore the relationship between the call-center agents and their job burnout degree when they adopt different ways in emotional labor.Methods: Assessing 1962 call-center agents’ performances by using Style Scale For Emotional Labor and Job Burnout Inventory(MBI-GS Scale).Results: Gender is significantly positively correlated with deep action;age has a significantly positive correlation with both deep action and surface action,and is more deep action-related;age is significantly negatively correlated with job burnout;marital status is significantly negatively corelated with deep action,and demonstrates a significantly positive correlation with job burnout.After controlling the demographic variables,surface action will be significantly positively correlated with job burnout and has a positive predictive effect(P<0.001),while deep action presents a significantly negative correlation with job burnout and has a negative predictive effect(P<0.001).Conclusion: Using deep action at work is less likely to result in job burnout,while using the surface action at work is more likely to lead to job burnout.
Keyword职业枯竭 情绪劳动 表面表现 深层表现
Subject Area工业与组织心理学
Indexed ByCSCD
Language中文
Funding Project一室张建新课题组
CSCD IDCSCD:3888111
Citation statistics
Document Type期刊论文
Identifierhttp://ir.psych.ac.cn/handle/311026/6690
Collection中国科学院心理研究所回溯数据库(1956-2010)
Corresponding Author张建新
Recommended Citation
GB/T 7714
杨泳波,张建新,周明洁. 呼叫中心座席员情绪劳动方式与职业枯竭的关系[J]. 中国临床心理学杂志,2010,18(3):377-378.
APA 杨泳波,张建新,&周明洁.(2010).呼叫中心座席员情绪劳动方式与职业枯竭的关系.中国临床心理学杂志,18(3),377-378.
MLA 杨泳波,et al."呼叫中心座席员情绪劳动方式与职业枯竭的关系".中国临床心理学杂志 18.3(2010):377-378.
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