I 摘要 工作倦怠是一个在职业领域比较常见的问题，不论从事什么行业，几乎所 有的企业都会面临员工产生工作倦怠的问题，这些倦怠更多表现在心理层面而 非生理层面，这对企业的整体效益和员工的个体发展都是不利的。近年来，民 营快递企业高速发展，业务工作量也呈现出逐年递增的态势，而大量的工作任 务、机械单一的工作内容使得快递企业员工的情感精力不断被消耗，极易产出 工作倦怠情绪，进而对企业整体的效益产生负面影响。 以此为背景，本文先通过对有关工作倦怠的相关文献资料的收集和整理， 了解国内外相关工作倦怠的概念、测量工具、影响因素等等研究结果。再以 A 快递企业的一线员工为调查对象，运用 Maslach 等人的工作倦怠理论对该快递企 业员工进行工作倦怠情况测量，了解公司一线员工工作倦怠情况。再通过访谈、 问卷调查等方式收集资料数据，并利用 EXCLE 统计软件对数据进行分析处理， 探讨员工工作倦怠的影响因素，并以此得出结论和对策建议。 本次研究得出影响 A 快递企业员工工作倦怠的因素主要为收入水平低、工 作压力大等原因，并提出采用制定科学合理的薪酬激励机制、改善工作方式、 提高沟通能力和做好职业规划等方法对策来缓解员工的工作倦怠情绪，从而达 到激发员工工作热情和活力，提高企业内人员办事效率、促进快递企业的健康 稳定发展的作用。同时，期望本次研究能给类似的人口密集型企业带来参考借 鉴价值。 关键词：快递企业；员工；工作倦怠因素；对策建议Abstract II Abstract Job burnout is a relatively common problem in the professional field. No matter what industry you are engaged in, almost all companies will face the problem of employee burnout. These burnouts are more manifested at the psychological level rather than the physical level, which is beneficial to the overall benefits of the company. The individual development of employees is unfavorable. In recent years, private express companies have developed rapidly, and their business workloads have also shown a trend of increasing year by year. A large number of work tasks and a single mechanical work content have caused the emotional energy of express company employees to continue to be consumed, and it is easy to produce job burnout. This has a negative impact on the overall benefits of the enterprise. With this as a background, this article first collects and organizes related literature on job burnout to understand the concepts, measurement tools, and influencing factors of job burnout at home and abroad. Taking the front-line employees of A express delivery company as the survey object, using the job burnout theory of Maslach and others to measure the job burnout of the employees of the express delivery company to understand the job burnout of the company's front-line employees. Then collect data through interviews, questionnaire surveys, etc., and use EXCLE statistical software to analyze and process the data, discuss the influencing factors of employee burnout, and draw conclusions and countermeasures. This study found that the main factors affecting job burnout of A express company ’ s employees were low income levels, high work pressure, etc., and proposed to adopt scientific and reasonable salary incentive mechanisms, improve working methods, improve communication skills, and make career planning. Methods and countermeasures to alleviate employee burnout, so as to stimulate the enthusiasm and vitality of employees, improve the efficiency of personnel in the enterprise, and promote the healthy and stable development of express companies.At the same time, it is hoped that this research can bring reference value to similar population-intensiveAbstract III enterprises. Key words:Expressenterprises;employees; job burnout factors; countermeasures and suggestions目录 IV 目录 第一章 绪论...............................................................................................1 第一节 课题研究的背景和意义............................................................................1 一、研究的背景........................................................................................................................ 1 二、研究的意义........................................................................................................................ 2 第二节 课题研究的内容、方法和思路..................................................................3 一、研究的内容........................................................................................................................ 3 二、研究的方法........................................................................................................................ 4 三、研究的思路及框架............................................................................................................5 第二章 国内外相关文献研究综述...........................................................7 第一节 相关概念、理论基础................................................................................7 一、工作倦怠的概念................................................................................................................7 二、工作倦怠相关理论模型....................................................................................................8 三、工作倦怠的测量工具........................................................................................................9 第二节 国内外研究动态......................................................................................11 一、国外研究动态..................................................................................................................11 二、国内研究动态..................................................................................................................12 三、小结.................................................................................................................................. 13 第三章 A 快递公司及一线员工工作情况.............................................. 15 第一节 快递从业人员现状概况..........................................................................15 第二节 A 快递公司基本概况...............................................................................16 第三节 A 快递公司员工工作基本情况...............................................................18 第四章 A 快递公司一线员工工作倦怠分析.......................................... 20 第一节 A 快递公司员工工作倦怠情况...............................................................20 一、工作倦怠情况测量量表..................................................................................................20 二、数据收集及分析结果......................................................................................................21 第一节 A 快递公司一线员工工作倦怠影响因素分析.......................................23 一、访谈调查.......................................................................................................................... 23目录 V 二、问卷调查.......................................................................................................................... 26 第五章 A 快递公司一线员工工作倦怠干预对策建议.........................35 一、优化薪酬管理制度，建立公平合理的激励机制..........................................................35 二、缓解员工工作压力，营造良好的企业环境氛围..........................................................37 三、树立乐观心态，培养员工沟通协调的能力..................................................................39 四、做好自我提升，从容应对市场发展变化......................................................................39 五、完善内部奖惩制度，理性看待外部政策变化..............................................................40 第六章 结论.............................................................................................42 一、研究的主要结论..............................................................................................................42 二、存在的不足之处及对未来研究的建议..........................................................................42