PSYCH OpenIR  > 中国科学院心理研究所回溯数据库(1956-2010)
杨泳波; 张建新; 周明洁
Source Publication中国临床心理学杂志
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
Funding Project一室张建新课题组
Citation statistics
Document Type期刊论文
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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