The Study Of The Relationship Between Operators' Job Stress And Their Work Satisfaction And Turnover Intention

This dissertation focuses on the relationship among work stress, job satisfaction and turnover intention which are the three very important factors impacting employee's work behavior and impeding the development of company. On the basis of the survey of these three factors of operator, we analyze the source of the work stress, the index of job satisfaction and the turnover intention. And then, by analyzing their relationship, we present some effective suggestions for the employee's work behavior management.By selecting 325 operators working in China Mobile as investigation sample, we collect the data of these three variables mentioned above paragraph by questionnaire. And we can make the following results by statistically analyzing 323 effective questionnaires:1.Working pressure is located in a medium-high level, the sources which may cause working pressure to operators can be listed from high to low: working load, company management, the conflicts with leaders, and the conflicts with colleagues;2.Job satisfaction is located in a medium-low level, and can be listed from high to low: colleague relationship, leader, capability, and the present condition of company, wage and salary. Operators are most satisfied with colleague relationship, and most dissatisfied with wage and salary;3.Turnover intention is located in a medium-high level, and can be listed from high to low: working conditions, capability, wage and salary, have no methods to leave, emotion between colleague and company, have no confidence with the company.4.There is a negative relation between working pressure and job satisfaction, and a positive relation between working pressure and demission tendency; 5.The demission tendency of stable personality is low, and the turnover intention has no relationship with the introversion and theextroversion.The main conclusions of this research are:1.Sorted by the possible pressure strength, the main sources which may cause working pressure to telephonists is working load.2.Telephonists are most dissatisfied with salary and wage; and most satisfied with colleague relationship.3.Although the factors for telephonists to leave their jobs are various, the main reasons include working conditions, capability revelation, wage and salary.4.The dissatisfied with company management and the conflicts with leaders are the most important factors which can predict turnover intention effectively.5.The demission tendency of stable personality is low.