Research On Job Burnout And Its Intervention Measures Of The Telecom10000Staff

With the rapid development of economy and the intensification of the organizational reform, workers from all walks of life are facing the all-time pressure. The job burnout has become a hot issue in the research field of human resource, and it has increasingly become a career psychological problem which cannot be ignored by the enterprises’managers. Early in2006, thewell-known media in China such as Sina.com has launched the questionnaire survey on the "job burnout index". The majority of the informants admit that they have experienced the job burnout in different degrees, and they have delivered their own opinions about the causes of job burnout. The survey shows that the job burnout has become a social epidemic. There are39.2%of respondents in moderate level of job burnout, and13%in severe level. Thus, job burnout has become an unavoidable negative psychological state of career workers. The negative state will produce an invisible negative energy, which will constantly bring negative influence on the each aspect]of our work and life. Hence, comes the career worker’s psychological problem which cannot be neglected.As an information technology vendor, the Telecom enterprises act as a a service provider in economic development. The quality of information service has become another measure of economic development, In the telecom enterprises, customer service clerk, who do the most important part of the service, often answer the customers’ questions and solve their any problem in encountered in the information services. We take it for granted that the10000customer service is one of the most important departments of telecom enterprises. However, in the customer service Department, the mobility tends to be bigger than that in other departments. The customer service clerk in telecom enterprise are generally belonging to the category C staff, namely, the staff who are employed by contracts in job markets, who are given lower salaries but higher pressure. Nowadays, especially within the rapid development of information, and the continuing introductions of new products and services, the degree of work pressure of customer service staff, who are the first target for asking for help, can be imagined.The purpose of this study, is to focus on the customer service staff, who are the forerunners of information service. Through the interpretation of their work pressure and the analysis on the causes of their job burnout, this thesis aims to find the solutions from the management system to promote their work enthusiasm of customer service, and seek more possible solutions from the perspective of human resources in order to effect the reference functions for the similar research.There are five parts in this thesis.The first part is an introduction, which mainly states the research background, the aim and significance of the research on the issue, that is, the job burnout of the staff in China telecom customer service10000, and finally introduced the possible innovations of this study.The second part is a summary of the theoretical study of job burnout in and abroad, in which, the existing research theories of job burnout has been introduced, compared and analyzed.The third part elaborates the customer service10000staff’s performances of job burnout and the influence on the telecom enterprises.The fourth part first analyzes the reasons of the customer service10000staff’s job burnout, respectively form the personal, organizational and social aspects, and proposes the reasonable intervening measures form the above-mentioned three aspects.The fifth part summarizes the result of this study and states it’s possible inadequacy, and finally proposes the prospect and expectation for the further study.