【作者】 王琪；

【导师】 柴富成；

【作者基本信息】 石河子大学 ， 企业管理， 2014， 硕士

【摘要】 工作满意度反应了员工对工作的整体感受和需求的满足程度，对员工的多种行为都具有较强的解释与预测作用，在提高员工工作效率、降低离职率等过程中扮演重要角色。通讯行业作为我国迅猛发展的重要行业之一，能否提供周到有效的服务吸引更多的顾客成为决定企业生死存亡的关键，而员工的工作满意度问题是影响企业员工积极性和团队稳定性的重要因素之一。服务性企业一般都以“顾客总是对的”为服务宗旨，忽视了来自顾客的对员工造成的伤害。为了遵守公司规定，员工只能忍气吞声，压抑自己的真实情绪，严重影响员工的工作满意度，员工的自身情绪调节能力成为了影响工作满意度的重要因素。本文旨在通过问卷调查与访谈研究中国移动石河子分公司的员工满意度现状与存在问题，分析不同性别、岗位类别、工龄、学历与民族等个人特征的员工在工作满意度的差异。针对被调查企业员工工作特征，以资源保存理论与情感事件理论为基础，提出顾客不公平负向影响员工工作满意度、情绪智力正向影响员工工作满意度与情绪智力对顾客不公平与员工工作满意度之间的关系具有调节效应三个研究假设。研究被调查企业员工满意度现状，分析满意度的影响因素，确定符合员工特征的满意度评价指标体系。通过SPSS统计软件进行主成分分析，分析工作本身、工作报酬、工作条件、工作关系、组织环境、尊重与自我实现六个影响因子以及不同个人特征员工在不同因子上的差异。通过相关分析与回归分析使研究假设得到验证，确定了情绪智力、顾客不公平与员工工作满意度之间的关系。根据研究结论，提出改进建议。第一，建立公平、透明与合理的薪酬福利分配体系。第二，建立公平、透明与合理的晋升机制，公平合理的提供培训机会。第三，提高员工从工作中获得的成就感与满足感。第四，创造和谐的工作关系。第五，注意对直接为顾客提供服务的员工的管理，重视顾客对员工的影响，采取措施减轻顾客不公平的危害，通过对情绪智力的培养提高员工应对顾客不公平的能力。第六，了解员工情绪智力情况，对员工情绪智力进行培养。将员工情绪智力与工作满意度相结合，对员工进行分类管理。第七，引入PDACR循环管理，定期对员工的工作满意度状况进行调查。第八，开展员工职业生涯规划工作。第九，根据员工不同的个人特征，采取不同的管理措施。更多还原

【Abstract】 Employees’ job satisfaction is the reflection of the overall experience and satisfaction degree ofrequirements of employees for jobs, has strong interpretative and predictive effects for a variety ofbehaviors of employees and plays significant role in the process of improving productivity and reducingturnover, etc. As one of the important industry with rapid development, the key factor deciding the survivalof communications industry is whether the enterprise can provide thoughtful and efficient services to attractmore customers. Employees’ job satisfaction as one of the most important factors affecting staff enthusiasmand team stability. Service businesses aims at the customer are always right and ignore the harm fromcustomers to employees. In order to obey the rules, employees can only submit to humiliation and constrainthe true feelings which seriously impact their job satisfaction. So customers and the ability of regulatingemotions are also major elements effecting job satisfaction.The purpose of this study was to using questionnaire survey and interview to study the employees’job satisfaction of China mobile Shihezi branch, analyzing the difference of job satisfaction in differentgenders, stations, length of service, education background and nations. Pointing at the job characteristics ofsurveyed enterprise and based on the theories of conservation of resource and affective events, building thehypothesis of customers injustice influences staff’s job satisfaction negatively, emotional intelligenceinfluences staff’s job satisfaction positively, emotional intelligence moderates the relationship betweencustomers injustice and staff’s job satisfaction. Studying the current situation of staff’s job satisfaction,analyzing the influence factors of job satisfaction, ascertaining the evaluation index system of jobsatisfaction which conforms to the characteristics.Adopting the method of principal component analysis to get six impact factors of work itself, salary,working conditions, working relationship, organization environment, respect and self-realization. Usingcorrelation analysis and analysis of regression to verify the hypothesis and get the relationship of emotionalintelligence, customers injustice and staff’s job satisfaction.Put forward the improvement proposal according to the conclusion. First, establish fair, reasonableand transparent welfare distribution system. Second, establish fair, reasonable and transparent promotionmechanism, providing training opportunity fairly. Third, improve the achievement and satisfaction fromwork. Forth, create a harmonious working relationship. Fifth, pay attention to the management of theemployees who service customers directly, attach importance to the influence from customers and takeaction to reduce the harm from customers, foster the ability of dealing with customer injustice by trainingemotional intelligence. Sixth, investigate the situation of emotional intelligence. Seventh, introduce cyclemanagement of PDACR, research the condition of job satisfaction. Eighth, carry out the work of careerplanning. Ninth, take different management actions on the basis of personal characteristics.更多还原