The Research On The Sense Of Emotional Intelligence And Job Burnout Of Customer Service Staffs In E-commerce Company

With the development of electronic commerce and Internet era, the turnover of customer service staff is becoming more and more serious. Due to the customer service staff becoming the electronic commerce enterprise grass-roots staff and management the main crowd, the high turnover intention and frequent job hopping problem for the morale of the employees is extremely unfavorable, and frequent employee turnover cause enterprise high operating costs. If an enterprise wants to keep its competitive advantage, it needs to avoid the phenomenon of employee turnover. And employees turnover intention is to make the premise of turnover behavior. Therefore, this paper will research the two aspects of emotional intelligence, job burnout of the personnel of the service turnover intention, and explore the mechanism of the influence, and for the enterprise personnel management.Firstly, with the domestic and foreign literature review, we found that the turnover intention of employee personal emotional intelligence and job burnout. In the past, the research on turnover intention is a single factor. Therefore, this article will study the comprehensive influence of emotional intelligence and job burnout on turnover intention. And according to this goal, the three aspects of the concept, definition, measurement methods and related theory of turnover intention, emotional intelligence and job burnout are sorted out.Secondly, with Mobley employees turnover decision-making process model, this paper build the theoretical model of emotional intelligence, job burnout of impact on turnover intention. And the turnover intention, emotional intelligence and Job Burnout Questionnaire was designed based on the previous measuring method, for the following empirical research to make theoretical support and data support.Then, the statistical analysis of 306 valid questionnaires was carried out by using the 314 valid questionnaires. This article first through the descriptive analysis about the general description, and the reliability and validity of the questionnaire was based on analysis results, determine the questionnaire data with the effectiveness and correctness and factor analysis to extract the turnover intention and the relevant dimensions of emotional intelligence and job burnout index, and correlation analysis of emotional intelligence, job burnout of the single factor influence research. The results show that emotional intelligence and turnover tend to have a significant negative correlation, job burnout and turnover intention has a significant positive correlation.Finally, we use the principal component analysis method for each variable again to reduce the dimensionality of the feature space, and using the logarithm regression analysis method of emotional intelligence and job burnout of turnover intention research.The results show that vocational tendency from the emotional intelligence can relieve job burnout has increased. According to the research results, this paper puts forward should be adopted to improve the recruitment system and employee training program to enhance the emotional intelligence of employees, and the compensation incentive system alleviate job burnout reduce the turnover intention of the personnel of the service.