摘要
市场经济时代,面临着激烈的竞争环境和不断更新的客户诉求,服务行业的从业人
员不同程度地遭受着职业倦怠现象的困扰。职业倦怠症侵蚀员工的身心健康,进而也影
响组织的绩效。管理者应该更多地重视员工的心理建设,了解职业倦怠症产生的原因,
采取有效的干预手段,努力减少职业倦怠对组织带来的危害,这一内容已成为现代企业
管理不可忽视的一个课题。本文对职业倦怠的概念与结构作出了阐述,回顾了职业倦怠
研究史上的重要理论,以问卷调研法和理论研究法为手段,并以国际SOS客服中心服务
人员为研究对象,对职业倦怠现象产生的原因进行研宄,对缓解职业倦怠现象的干预手
段作出分析,并得出以下两点结论:

1.职业倦怠的影响因素很多,其中性别差异不明显,年龄、工作年限及婚姻状况的相
关性更大;

2.要缓解职业倦怠,应该把干预工作的重点放在指向组织的干预上。
关键词:职业倦怠;工作匹配理论;职业倦怠原因;干预
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华东理工大学硕士学位论文

The Research of the Cause and the Intervention Methods of the Burnout

Phenomenon of International SOS Call Center Staff

Abstract

Today is market economy time,facing intense competitive environment and continuously

updated customer demands,service industry practitioners suffered varying degrees of burnout

troubles. Burnout hurt staff physical and psycho health,and thus also affect the organization's

performance. Managers should pay more attention to employees' psychological construction,

to understand the causes of burnout syndrome, hence take effective interventions, try their

efforts to reduce harm to the organization caused by burnout. This topic has become the one

which a modern enterprise management should not ignore. In this paper, the writer elaborate

the concept and structure of burnout,recalling the history of the study of burnout, using the

questionnaire survey method and theoretical research methods as the tool for research, taking

International SOS call center staff as the samples for burnout phenomenon research, trying to

find out the cause of burnout and to analyze the interventions of burnout. Then come the

following two conclusions:

1A number of factors affect Occupational burnout,among which gender difference is not

obvious, but age,work experience and marriage status relate more;

2. To alleviate burnout, interventions should focus on the organization's efforts.

Keywords: burnout; job matching theory; cause of burnout; intervention