Research Of Job Burnout And Its Influencing Factors For Customer Service Staff Of Power Grid Enterprise

With China’s rapid economic development and increasingly competitions, the phenomenon of job burnout among employees has become more and more common due to work pressure and other factors. The problem of job burnout would not only cause serious damage to health, but also will bring negative influence to the company. Within power grid companies, customer service staffs are the high risk population of job burnout because they face directly towards customers, and need to bear many aspects of internal and external pressures. Taking customer service staff of power grid enterprise as the research object has positive effects on decreasing the risk of job burnout and increasing the quality of power supply service.By using Literature reviews and Personal interviews, this research teased out six possible factors to affect job burnout status of customer service staffs, and create a job burnout influence factor scale. Base on the scale and taking customer service staff as samples, the paper did some researches on the customer service staffs’job burnout status,effects of related factors to job burnout, and the moderating effect of partial population characteristics between influence factors and job burnout.By empirical research, this paper drew conclusions as follows:Firstly, there exist job burnout phenomenon among customer service staffs of power grid enterprise, but at a low level.Secondly, there’re significant differences on partial dimensions of job burnout and its influence factors among customer service staffs with different personality traits.Thirdly, each dimension of the influence factor has a correlation with partial or all the dimensions of job burnout.Fourthly, educational background, position type, working years and personnel identities all have regulating effects on the relationship between partial influence factors and job burnout.According to the conclusions, this research paper proposed suggestions on how to prevent and alleviate the job burnout problem of customer service staffs. Subject to various conditions, this research still has many deficiencies which need to be improved by follow-up studies.