压力对工作倦怠的影响

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	压力对工作倦怠的影响
	宋璐芳; 高金金; 陈毅文
刊名	人类工效学
	2012
卷号	18 期号:3 页码:2014-07-11
关键词	客户服务人员工作压力一般自我效能感工作倦怠
ISSN号	1006-8309
其他题名	The Influences of Occupational Stress on Job Burnout
通讯作者	宋璐芳
产权排序	1
中文摘要	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。
英文摘要	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.
学科主题	工业与组织心理学
原文出处	http://159.226.100.28/qk/83524X/201203/43637003.html
语种	中文
内容类型	期刊论文
源URL	[http://ir.psych.ac.cn/handle/311026/15035]
专题	心理研究所_中国科学院行为科学重点实验室
作者单位	中国科学院心理研究所行为科学重点实验室
推荐引用方式 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.