远程银行中心是以银行呼叫中心为基础，通过对业务和职能转型升级发展而 来，它的成立初衷是为了分流网点业务、缓解网点业务压力，从而迎合业务办理 从“线下到线上”的发展趋势。目前，虽然远程银行中心的主要职能还是电话客 户服务，但是它正在吸纳越来越多的中后台操作类业务。无论是客服业务还是中 后台业务，远程银行中心员工都面临着工作内容单一枯燥、薪酬水平较低、劳动 强度大、考核严苛等现实情况，而这将导致员工产生职业倦怠问题。 本文以 A 银行远程银行中心后台坐席人员为研究对象，通过访谈法和问卷调 查法对后台坐席职业倦怠水平进行了测评，利用描述性统计学方法分析了人口特 征学变量对于员工职业倦怠的影响，通过相关性和回归分析探讨了影响职业倦怠 水平的差异性因素，同时根据以上分析结果从组织薪酬福利设计、完善培训制度、 畅通晋升渠道、岗位设置与调整和改善员工关系等方面提出了改革方案。 通过本文的调查研究一是可以帮助企业准确评估员工的职业倦怠水平，引导 企业重视员工情绪管理、提高员工的投入产出水平，进而促进企业稳步发展；二 是可以帮助员工建立正确的自我评价体系，提高员工对职业倦怠的自我察觉能力， 从而自我调节和改善，必要时可以寻求外界的帮助。 关键词：职业倦怠；情绪管理；薪酬福利；员工培训；职业发展A 银行远程银行中心后台坐席职业倦怠问题研究 II ABSTRACT The remote banking center is based on the bank call center, through the business and function transformation and upgrading development, its original intention is to divert the network business, ease the network business pressure, so as to cater to the business management from "offline to online" development trend. At present, although the main function of remote banking center is telephone customer service, it is absorbing more and more background operation business. Whether it is customer service business or background business, the employees of remote banking center are faced with the reality that the work content is single and boring, the salary level is low, the labor intensity is large, the examination is strict and so on, which will lead to the employees' job burnout. Based on the research object of A bank remote banking center, this paper evaluates the level of job burnout by interview and questionnaire, analyzes the influence of demographic characteristics variables on job burnout by descriptive statistical method, affecting job burnout through correlation and regression analysis, and puts forward the reform plan from the aspects of organizational salary and welfare design, perfect training system, unblocked promotion channel, post setting and adjustment and improving employee relationship. The first is to help enterprises to accurately evaluate the level of job burnout, guide enterprises to pay attention to employee emotional management, improve the level of input and output, and then promote the steady development of enterprises. Keywords: burnout; emotional management; compensation and benefits; employee training; career development河北地质大学硕士学位论文 III 目 录 摘要........................................................................................................................I ABSTRACT..............................................................................................................II 第一章 绪论.............................................................................................................1 1.1 选题的背景及意义....................................................................................1 1.1.1 研究背景........................................................................................1 1.1.2 研究意义........................................................................................2 1.2 国内外研究现状........................................................................................3 1.2.1 国外研究现状................................................................................3 1.2.2 国内研究现状................................................................................4 1.3 研究方法与论文结构框架........................................................................6 1.3.1 研究方法和技术路线....................................................................6 1.3.2 论文框架........................................................................................7 1.3.3 创新点和不足................................................................................8 第二章 职业倦怠理论综述.....................................................................................9 2.1 职业倦怠理论模型....................................................................................9 2.1.1 存在心理学理论............................................................................9 2.1.2 资源保存理论................................................................................9 2.1.3 匹配-不匹配模型........................................................................10 2.1.4 工作需求-资源模型....................................................................10 2.2 职业倦怠的测量...................................................................................... 11 2.2.1 定性的测量.................................................................................. 11 2.2.2 定量的测量.................................................................................. 11 2.3 职业倦怠的影响因素..............................................................................13 2.3.1 工作和角色特点..........................................................................13 2.3.2 组织特点......................................................................................13 2.3.3 个性特点......................................................................................13A 银行远程银行中心后台坐席职业倦怠问题研究 IV 第三章 A 银行远程银行中心介绍及人员管理现状............................................15 3.1 A 银行远程银行中心概述......................................................................15 3.1.1 A 银行远程银行中心总体情况..................................................15 3.1.2 A 银行远程银行中心组织构架..................................................16 3.1.3 A 银行远程银行中心管理模式..................................................17 3.1.4 A 银行远程银行中心工作环境..................................................17 3.1.5 A 银行远程银行中心业务分类和研究对象的界定..................17 3.2 A 银行远程银行中心研究对象人员状况..............................................18 第四章 后台坐席职业倦怠调查...........................................................................22 4.1 员工访谈..................................................................................................22 4.1.1 员工访谈实施方案......................................................................22 4.1.2 员工访谈情况总结......................................................................22 4.2 问卷调查研究..........................................................................................23 4.2.1 问卷设计与介绍..........................................................................23 4.2.2 问卷调查方法..............................................................................25 4.3 数据分析..................................................................................................26 4.3.1 信效度分析..................................................................................26 4.3.2 描述统计性分析..........................................................................26 4.4 后台坐席产生职业倦怠的原因分析......................................................35 4.4.1 薪酬水平缺乏弹性，福利补贴单一..........................................35 4.4.2 培训缺乏多元化，难成体系......................................................36 4.4.3 晋升渠道不畅，职业发展不明朗..............................................37 4.4.4 后台坐席存在角色模糊和角色冲突..........................................38 第五章 后台坐席职业倦怠管理对策...................................................................40 5.1 薪酬福利改进方案..................................................................................40 5.1.1 优化工资结构，实现梯形增长........................