本文从我国保险行业呼叫中心的实际情况出发，结合国内外先进的研究成果
与调查问卷获得的第一手资料，构建了保险行业呼叫中心员工责任感测评模型，
并通过专家咨询、层次分析法（AHP）对模型的各级评价指标进行了筛选和权重
的优化，进而按照确定的评价指标体系运用模糊综合评价法（FUZZY）对 DD 财
产保险公司电子商务山东分中心的员工心理资本及责任感现状进行实证研究，同
时针对公司目前所存在的人力资源管理问题进行了系统分析与思考，为如何提升
呼叫中心的员工责任感提出了合理的意见与建议。
本文在查阅大量文献资料的基础上，将研究的焦点关注于呼叫中心员工责任
感的影响因素结构，以及心理资本因素对员工责任感的影响研究，并期望通过本
研究能够为保险行业呼叫中心员工责任感的提升研究提供一些可借鉴的经验和
有价值的观点。
关键词：心理资本增值 员工责任感 呼叫中心 层次分析法 模糊综合评价法
STUDY ON PCA -BASED IMPROVEMENT OF
EMPLOYEES’ SENSE OF RESPONSIBILITY
—TAKE DD PROPERTY INSURANCE COMPANY
E-COMMERCE SHANDONG BRANCH CENTER AS AN
EXAMPLE
ABSTRACT
With prosperous development of internet technology, the e-commerce, as a kind
of brand-new service marketing model, is widely applied and developed in the
insurance industry. The e-commerce call center attracts great attention from numerous
insurance companies by virtue of its outstanding advantages in insurance service and
marketing field, which triggers the transformation of product form and resource form
of insurance industry. However, due to industrial characteristics of high labor intensity,
long working hours, and short career path of call center, there is a low employees’
degree of satisfaction and high mobility ratio. Currently, the human resource
management problem has become a main bottleneck which restrains sustainable
development of call center industry.
This paper starts from actual situation of call centers of Chinese insurance
industry, and combines with domestic and foreign advanced research result and first
hand information obtained via questionnaire to establish an evaluation model for sense
of responsibility of employees of call centers in insurance industry, and carry out
screening and weight optimization for various levels of evaluation indexes of model
through expert consultation and analytic hierarchy process, thus applying fuzzy
comprehensive evaluation method to carry out empirical study on current situation of
==>>