【作者】 李雪；

【导师】 卢纪华；

【作者基本信息】 东北大学 ， 企业管理， 2021， 硕士

【摘要】 工作倦怠是一个与入职时间有关的变量,它在员工入职一段时间后产生,并且工作岗位不变则工作倦怠相对稳定。但是目前有关工作倦怠的研究缺乏纵向模型,从而导致对工作倦怠提出的干预建议大多集中于稳定期,缺乏足够的针对性和预防性,这极大浪费了人力物力。一线服务员工由于其职业特征,成为工作倦怠高发且最具代表性的群体。因此,本文针对一线服务员工,探索其工作倦怠的发展阶段,以及不同阶段中工作倦怠的主要影响因素。本文首先基于工作需求资源理论(JD-R理论)和文献整理,总结形成影响服务员工工作倦怠的影响因素群,进而结合一线服务员工的访谈调研,整理形成影响一线服务员工工作倦怠的影响因素。通过对入职7年以内的一线服务员工的问卷调研(有效样本617份),运用徐变模型来对目标群体工作倦怠的发展情况进行拟合及阶段划分。最后,通过相关分析及逐步多元回归分析的方法找到各个阶段影响一线服务员工工作倦怠的显著预测因素,并建立了影响因素回归方程,提出了针对性干预建议。本文主要结论有:(1)可以通过徐变模型来描绘和预测一线服务员工的工作倦怠发展趋势。在员工入职7年内,工作倦怠的发展可以分为三个阶段,且如果岗位不变,员工在入职后第8个月左右便会到达工作倦怠的稳定期,与刚入职时相比工作倦怠得分提升了 128%左右。(2)一线服务员工工作倦怠在徐变发展的不同阶段预测因素不同,且人岗匹配和团队情感冲突在调查期间对一线服务员工的工作倦怠得分均有显著预测力。(3)研究证实了在调查期内随着入职时间的增长,对一线服务员工工作倦怠具有显著预测力的影响因素主要与工作情境相关。其中,一线服务员工工作倦怠在徐变发展第三阶段主要受长期压力源的作用。本文为工作倦怠纵向发展模型的建立提供了理论依据和实证支持,揭示了基于JD-R理论的一线服务员工工作倦怠成因机理,为工作倦怠研究提供了新的思路和方法,对切实提高相关职业社会职能的发挥及良性发展具有重要意义。更多还原

【Abstract】 Job burnout is a variable related to the entry time.It occurs after the employee entered the job for a period of time,and the job burnout is relatively stable if the job position remains unchanged.However,the current research on job burnout lacks a longitudinal model,which results in that most of the intervention suggestions for job burnout focus on the stable period and lack of enough pertinence and prevention,which greatly wastes human and material resources.Because of their professional characteristics,front-line service employees have become the most representative group with a high incidence of job burnout.Therefore,this paper aims at the front-line service employees to explore the development stages of job burnout and the main influencing factors of job burnout in different stages.Based on the job demands-resources theory and literature review,this paper first summarized and formed the influencing factors of job burnout of service employees,and then combined with the interview and survey of new front-line service employees,sorted and formed the influencing factors of job burnout of new front-line service employees.By carrying out a questionnaire survey of front-line service employees(617 valid samples),the creep model is used to fit the development situation of job burnout of target groups and divide the stages.Finally,through the method of correlation analysis and stepwise multiple regression analysis,the significant predictors of job burnout of new first-line service employees in each stage were found,and the regression equation of the influencing factors was established,and targeted intervention suggestions were put forward.The main conclusions of this paper are as follows:(1)The creep model can be used to describe and predict the development trend of job burnout of newly recruited front-line service employees.Within 7 years,the development of job burnout can be divided into three stages.If the position remains unchanged,the employee will reach the plateau of job burnout around 8 months after entry,and the score of job burnout will increase by about 128%compared with that at the beginning of entry.(2)The job burnout of new first-line service employees is predicted by different factors at different stages of creep model,and both man-post matching and team emotional conflict has significant predictive power on the job burnout scores of first-line service employees during the survey period.(3)The research has confirmed that with the growth of entry time during the survey period,the factors that have significant predictive power on job burnout of front-line service employees are mainly related to work situation.Among them,job burnout of front-line service employees is mainly affected by long-term stressors in the third stage of creep development.This paper of job burnout longitudinal development model provides a theoretical basis and empirical support,based on the theory of the JD-R reveals the frontline employees’ job burnout cause mechanism of the service industry,for job burnout research provides a new thought and method,the relevant professional and improve the social functions of play and the benign development is of great significance.更多还原