Study On PCA-based Improvement Of Employees’ Sense Of Responsibility

With prosperous development of internet technology, the e-commerce, as a kindof brand-new service marketing model, is widely applied and developed in theinsurance industry. The e-commerce call center attracts great attention from numerousinsurance companies by virtue of its outstanding advantages in insurance service andmarketing field, which triggers the transformation of product form and resource formof insurance industry. However, due to industrial characteristics of high labor intensity,long working hours, and short career path of call center, there is a low employees’degree of satisfaction and high mobility ratio. Currently, the human resourcemanagement problem has become a main bottleneck which restrains sustainabledevelopment of call center industry.This paper starts from actual situation of call centers of Chinese insuranceindustry, and combines with domestic and foreign advanced research result and firsthand information obtained via questionnaire to establish an evaluation model for senseof responsibility of employees of call centers in insurance industry, and carry outscreening and weight optimization for various levels of evaluation indexes of modelthrough expert consultation and analytic hierarchy process, thus applying fuzzycomprehensive evaluation method to carry out empirical study on current situation of psychological capital and sense of responsibility of employees of DD propertyinsurance company e-commerce Shandong branch center according to the determinedevaluation index system. Meanwhile, this paper carries out system analysis andthought on human resource management problem currently existing in the companyand also proposes reasonable suggestions on how to improve sense of responsibility ofemployees in call centers.On the basis of reference to large quantity of document literature, this paperfocuses on the structure of factors influencing the sense of responsibility of employeesin call centers, and the influence of psychological capital factor on employees’ sense ofresponsibility, for the expectation of providing some referential experience andvaluable opinions for study on improvement of sense of responsibility of employees ofcall centers in insurance industry through this study.