The Relationship Between Emotional Labor,Job Burnout And Job Performance Of Call Center Staff

With the rapid development of today's society,In recent years,with the rapid development of China's banking industry,its homogeneity trend is becoming more and more serious,so many Banks have turned the focus of competition to customer service.As a combination of banking and call center,telephone banking has become an important means for Banks to maintain customers and build brands.The banking call center belongs to the service industry,which is not only the highly confidential,high-risk and zero-error strict service nature of the banking industry,but also the labor-intensive layout of the call center.Front-line employees tend to be younger in age.With long emotional labor and round-the-clock shift system throughout the year,they are a typical group with high incidence of job burnout under high physical and mental pressure.This will lead to a significant decline in human resource management performance,high staff turnover rate and other problems.Therefore,this paper analyses the relationship between emotional labor,job burnout and job performance in many aspects,such as the status quo of emotional labor,the influencing factors of job burnout,the status quo of job performance and the existing problems.This study is helpful to understand the emotional labor status of employees,to establish the evaluation criteria of their work performance,and to weaken the negative impact of job burnout.Based on domestic and foreign research data,this paper analyses the significance of emotional labor,job burnout and job performance,and provides the basis for the design of the questionnaire.According to the current situation and existing problems,some hypotheses are drawn.Questionnaires are designed for callcenter employees,and the answers collected are analyzed by SPSS19 to verify the previous hypothesis.Whether or not,the potential relationship between emotional labor and job burnout,job burnout and job performance,emotional labor and job performance is obtained.Finally,according to the conclusions drawn in this paper,the author makes analysis and suggestions on how to alleviate job burnout and improve job performance in practical management work.