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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
The Relationship Between Call Center Agents' Ways of Emotional Labor and Job Burnout
查看参考文献9篇
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文摘
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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。 |
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其他语种文摘
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Objective: 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. |
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来源
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中国临床心理学杂志
,2010,18(3):377-378 【核心库】
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关键词
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职业枯竭
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情绪劳动
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表面表现
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深层表现
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地址
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中国科学院心理研究所, 北京, 100101
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语种
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中文 |
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文献类型
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研究性论文 |
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ISSN
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1005-3611 |
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学科
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基础医学 |
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文献收藏号
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CSCD:3888111
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参考文献 共
9
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