电信企业客服人员工作倦怠问题探究

　　摘要

　　随着经济的快速发展和组织变革的加剧，各行各业的劳动者都面临着前所未有的压力，工作倦怠已经成为人力资源研究领域的一个热点问题，也日益成为企业管理者不可忽视的一个职场心理问题。新浪网等国内知名媒体早在2006年就发起了关于工作倦怠问题的问卷调查，绝大多数被调查者均表达了有不同程度的工作倦怠的现象，并对自己的工作倦怠成因发表了各自的看法。这次调查结果显示，“工作倦怠”己成为社会的一种流行病，受访者中，分别有39.2%、13%的职场人处于中度工作倦怠状态和重度工作倦怠状态。由此可见，工作倦怠已经成为广大职场人不可避免的一种消极心理状态，而这种消极的心理状态将产生一股无形的负能量，不断地全面地影响我们的工作和生活，对我们的方方面面产生一种消极的影响，成为职场人不可忽视的一个心理健康问题。

　　电信企业作为一个信息技术供应商，在经济发展中充当一个服务者的角色。信息服务质量俨然成为衡量经济发展的另一个标尺。在电信企业里，客服作为服务工作中最为重要的一环，往往为人们答疑解惑，帮助人们解决在享受信息服务时遇到的任何问题。我们理所当然地认为，电信10000客服是电信企业中最为重要的一个部门。而这样一个部门，往往人员的流动性较其他部门大很多，客服的工作人员在电信企业里一般是C类员工也就是聘用制员工，薪水较之其他类工作人员低，承受的压力却超出其他类员工。特别是信息飞速发展的今天，新的产品和服务不断推出的时候，客服作为人们可以求助的第一对象，工作压力更是可想而知。

　　本文研究的目的，是将关注点放在电信10000客服员工这样一群信息服务先行者身上，透过对他们工作压力的解读，进而分析产生工作倦怠的原因，从而可以在制度层面找到解决的方案，调动客服的工作积极性，从人力资源的角度寻求更多的可能性，以力求对同业态有借鉴作用。

　　本文共分为五个部分，第一部分绪论，主要阐述了电信10000客服员工工作倦怠问题的研究背景、目的和意义以及研究的思路与方法，最后介绍了可能的创新点。第二部分是对工作倦怠理论研究的综述，将国内外已有的工作倦怠研究理论进行对比、述评。第三部分针对电信10000客服，阐述了他们的工作倦怠的表现及对电信企业产生的影响。第四部分首先分析了电信10000客服产生工作倦怠的原因，从个体、组织、社会三个方面去分析，并从上述三个方面对工作倦怠提出合理的干预措施。第五部分对本文的研究结果做了一个总结，可能的不足之处予以说明，并对工作倦怠的进一步研究提出展望和期望。

　　关键词：工作倦怠；个体因素；组织因素；社会因素；干预措施

　　Abstract

　　With the rapid development of economy and the intensification of theorganizational reform, workers from all walks of life are facing the all-time pressure.

　　The job burnout has become a hot issue in the research field of human resource, and ithas increasingly become a career psychological problem which cannot be ignored bythe enterprises' managers. Early in 2006,thewell-known media in China such asSina.com has launched the questionnaire survey on the “job burnout index”. Themajority of the informants admit that they have experienced the job burnout indifferent degrees, and they have delivered their own opinions about the causes of jobburnout. The survey shows that the job burnout has become a social epidemic. Thereare 39.2% of respondents in moderate level of job burnout, and 13% in severe level.

　　Thus, job burnout has become an unavoidable negative psychological state of careerworkers. The negative state will produce an invisible negative energy, which willconstantly bring negative influence on the each aspect ]of our work and life. Hence,comes the career worker's psychological problem which cannot be neglected.

　　As an information technology vendor, the Telecom enterprises act as a a serviceprovider in economic development. The quality of information service has becomeanother measure of economic development. In the telecom enterprises, customerservice clerk, who do the most important part of the service, often answer thecustomers' questions and solve their any problem in encountered in the informationservices. We take it for granted that the 10000 customer service is one of the mostimportant departments of telecom enterprises. However, in the customer serviceDepartment, the mobility tends to be bigger than that in other departments. Thecustomer service clerk in telecom enterprise are generally belonging to the category Cstaff, namely, the staff who are employed by contracts in job markets, who are givenlower salaries but higher pressure. Nowadays,especially within the rapiddevelopment of information, and the continuing introductions of new products andservices,the degree of work pressure of customer service staff,who are the first targetfor asking for help, can be imagined.

　　The purpose of this study, is to focus on the customer service staff,who are theforerunners of information service. Through the interpretation of their work pressureand the analysis on the causes of their job burnout, this thesis aims to find thesolutions from the management system to promote their work enthusiasm of customerSCTvice, and seek more possible solutions from tiie perspective of human resources inorder to effect the reference functions for the similar research.

　　There are five parts in this thesis.

　　The first part is an introduction, \^iich mainly states the research background,the aim and significance of the research on the issue, fhat is,the job burnout of fhestaff in China telecom customer service 10000,and finally introduced the possibleinnovations of this study.

　　The second part is a summaiy of the theoretical study of job burnout in andabroad, in A^hich, the existing research theories of job burnout has bem introduced,compared and analyzed.

　　The third part elaborates the customer service 10000 staff 's perfonnances of jobburnout and fhe influence on the telecom enterprises.

　　The fourth part first analyzes the reasons of the customer service 10000 staff fisjob burnout, respectively form the personal, organizational and social aspects, andproposes the reasonable intervening measures form the above-mentioned threeaspects.

　　The fifth part summarizes the result of this study and states it's possibleinadequacy, and finally proposes the prospect and e?q）ectation for the further study.

　　Keywords: Job burnout; Organizational factors; Social factors; Individualfactors. Intervention measures

    目录

　　第一章绪论

　　一、研究背景

　　二、研究目的与意义

　　三、研究思路与方法

　　四、可能的创新点

　　第二章工作倦怠研究综述

　　一、工作倦怠的概念

　　二、国外研究综述

　　三、国内研究综述

　　四、工作倦怠研究发展的新趋势

　　第三章电信10000客服员工工作倦怠现象及其成因

　　一、电信10000客服员工工作倦怠的表现

　　二、电信10000客月尉式〔卫作倦怠的成因

　　三、电信10000客服员工工作倦怠的影响

　　第四章电信10000客服员工工作倦怠现象的干预对策

　　一、个体干预

　　二、组织干预

　　三、社会干预

　　第五章研究结论与展望

　　一、研究结论

　　二、研究展望

　　参考文献

　　致谢