摘要摘要
近年来我国商业银行业同质化竞争日趋激烈，且客户对于服务质量的要
求也不断提高。商业银行客服中心作为后台支持、客户关系的维系平台，是
树立企业品牌形象的关键部门，对于现代商业银行的生存和发展起着至关重
要的作用。现代商业银行客服中心具有风险性高、知识密集、情绪密集、保
密要求高、零差错容忍度的特殊性质，且实行 7*24 连续不间断运行，这些
都对客服员工提出较高的职业要求及挑战。目前，客服员工普遍呈现年轻化
的年龄分布，他们长期从事高强度、单调性、机械性的客服工作，再加上无
正常节假日的轮班制度，容易引起情绪紧张、工作压力大，进而产生职业倦
怠；对客服中心而言，容易引发人员流失，增加招聘、培训成本，人员管理
效率下降等一系列问题。这些问题都会对客服中心的发展及客服员工自身发
展带来负面影响

本文以 A 银行客服中心为样本对一线客服员工的工作压力、心理调适及
情绪管理开展研究。在充分参考国内外情绪劳动和心理调适的相关文献基础
上，设计调查问卷，对该中心 412 名一线客服员工的压力感知情况、压力来
源情况、满意度情况、绩效及行为情况、压力调适情况等展开调查。对问卷
调查收集的数据作描述性统计分析，以研究一线客服员工的压力成因、来源
情况及压力调适的整体情况。基于描述性统计分析，引入多元线性回归模型，
对客服员工的心理压力的来源，心理压力对绩效行为的影响，即心理压力的
传导路径开展研究。进一步，以心理调适指标为调节变量，对心理调适的调
节效应展开实证分析。研究结论有：一是该中心一线客服员工中有 89.06%
的被调查者感觉工作压力较大，且压力主要来自于工作性质，其次是工作环
境、同事关系。二是一线客服员工的压力调适更加倾向于自我调节，其次是
同事之间的帮助。三是心理调适对一线客服员工的企业评价及满意度有显著
的调节缓解作用。A 银行一线客服员工压力及其应对策略研究在对调查数据实证分析的结论支持下，针对 A 银行客服中心一线客服员
工存在的心理压力问题，首先从人力资源管理角度、员工管理角度和员工情
绪管理三个方面对企业提出策略建议：一是建立起高标准的招聘流程；二是
建立起切实有效的绩效激励体系；三是提供可达成的职业晋升发展规划；四
是营造轻松舒适的办公环境；五是建立各种非正式性组织；六是建立顺畅有
效的上下级沟通渠道。其次对一线客服员工自身提出心理调适的建议：一是
掌握必要的心理调适技巧，增强自身情绪的恢复能力；二是注意对本职工作
的规划设计，明确努力方向；三是有效平衡家庭生活、同事朋友间的社交活
动，为工作建立良好的后方支持

关键词：客服员工 心理压力 心理调适AbstractAbstract
In recent years, the homogenized competition between China&39;s commercial
banks is becoming increasingly fierce, and the requirements for customer service
quality are also increasing. As a support department, the customer service center of
the commercial bank is the key part to contact the customer and to establish the
brand image. It plays an important role in the survival and development of a
modern commercial bank. The customer service center of a modern commercial
bank is with high risk, knowledge intensive, emotion intensive, high security, zero
error tolerance, and the implementation of 7*24 continuous uninterrupted
operation, which result to high professional requirements and challenges for
customer service representatives(CSRs). CSRs generally show the trend of
younger age, who have long been engaged in customer service work with
relatively high strength, monotonicity, and mechanization, which will easily lead
to tense mood, mental pressure, and job burnout; meanwhile it may lead to a
higher rate of turnover, higher cost of recruitment and training, and also a series of
problems in personnel management efficiency. These problems will bring greater
adverse effects on the development of customer service centers and the employees
for their own development.
In this paper, the A bank customer service center is set as a sample of the CSR
working stress, psychological adjustment and emotional management strategies for
research. Based on full reference at domestic and abroad document on emotional
labor and psychological adjustment, the design of the questionnaire, perceived the
stress of 412 CSRs of the center, the sources of stress, satisfaction, performance
and behavior investigation and pressure adjustment and so on. On this basis, we
make a descriptive statistical analysis of the survey data, in order to study the
causes of stress, the source and the overall situation of pressure regulation. Based
on descriptive statistical analysis and the introduction of multiple linear regression
model, this paper studies the influence of the source of psychological stress andResearch on Stress and Coping Strategies of Customer Service Representative of A Bankthe effect of psychological stress on the behavior of the CSRs. Furthermore, the
psychological adjustment index was used as the moderator variable to analyze the
moderating effect of psychological adjustment. The research conclusions are:
Firstly, 89.06% of respondents feel greater pressure on work, and the pressure
comes mainly from the nature of the work, followed by the working environment,
the relationship between colleagues. The second, the CSR pressure adjustment is
more inclined to self-regulation, followed by the help between colleagues. The
third, the psychological adjustment to the front-line employees plays a significant
role in the mitigation of the enterprise evaluation and satisfaction.
In the support of the analysis of survey data, there are some suggestions for
the customer service center and the employees who have psychological problems:
Firstly, we need to establish a high standard of recruitment process; secondly
establish a practical and effective performance evaluation system; the third is to
provide a career development plan can be achieved; fourthly, we should create a
relaxed and comfortable working environment; fifthly, we can establish a variety
of informal organizations; in the end, a smooth communication channel should be
established. Suggestions for the employees: They may master the necessary
psychological adjustment skills to enhance their ability to restore emotions and
keep optimistic; and then pay attention to the planning and design of their own
work, set clear career goals; and an effective balance between family life and work
is important, which will provide a good support for the work.
Keywords: CSR; Mental Pressure; Psychological Adjustment目 录目 录
1 绪论.......... 1
1.1 选题背景与研究意义 1
1.1.1 选题背景. 1
1.1.2 研究的意义 ......... 2
1.2 研究思路与框架 ........ 3
1.2.1 研究思路. 3
1.2.2 研究框架. 5
1.3 研究的方法和可能的创新点6
1.3.1 研究的主要方法 .. 6
1.3.2 可能的创新点 ...... 7
2 概念界定及文献综述...... 8
2.1 客服中心与一线客服员工 .... 8
2.1.1 客服中心的概念及发展 .. 8
2.1.2 客服中心组织架构及一线客服员工情况 ........ 10
2.2 情绪劳动及心理调适.......... 11
2.2.1 情绪劳动的理论界定及有关文献 ....... 11
2.2.2 心理调适的理论概述及有关文献 ....... 14
2.3 文献的总结及对本文的启示 .......... 17
3 A 银行客服中心员工管理概况 . 19
3.1 主要经营业务及关键指标.. 19
3.2 一线客服员工绩效考核...... 22
3.3 主要生产经营情况.. 23A 银行一线客服员工压力及其应对策略研究3.4
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