Employees’ Job Burnout In Xi’an Customer Service Center Of ZG Bank And Its Countermeasures’ Research

Faced with the rapid development of society and the continuous progress of science and technology,job burnout has become an inevitable problem.If not properly handled,it will bring great negative effects to individuals,organizations and even the whole society.In the bank customer service center,the staff’s words and manners not only represent themselves,but also represent the image of the bank.Therefore,banks and customers have high expectations for customer service personnel.With the progress of the times and the expansion of business,the pressure of customer service industry is increasing day by day,and the harm of job burnout can not be ignored.In order to find effective measures to improve,we must thoroughly explore the current situation of burnout and study the reasons for its formation,in order to solve the problem.This paper aims to study the current situation of job burnout in Xi’an Customer Service Center of ZG Bank and explore its countermeasures,mainly using random interviews and questionnaires.The author collates and analyses the relevant theories and models at home and abroad,finds out the dimensions and scales used to measure job burnout in previous studies,and explores the influencing factors of job burnout from three aspects: individual factors,work factors and organizational factors.Taking the employees of Xi’an Customer Service Center of ZG Bank as the research object,based on the existing MBI-GS scale and other measurement tools,this paper investigates the specific situation of the research object through interviews,takes full account of the objective reality,finds out the influencing factors that are most concerned by the respondents,and designs the Questionnaire of Occupational Burnout and Its Influencing Factors in the Bank Customer Service Center.Then we use the questionnaire survey method to carry out the research,and randomly select some employees of the customer service center to send out questionnaires.Through the collection and collation of the questionnaires,we analyze the current situation of job burnout in Xi’an Customer Service Center of ZG Bank,and find that the incidence of job burnout of employees in Xi’an Customer Service Center of ZG Bank is relatively high,and the overall level is remarkable.In the three dimensions of emotional decline,dehumanization and low sense of achievement,they all show different degrees of burnout tendency,among which the emotional decline dimension is the most significant.Research data show that there are some differences in job burnout among employees with different demographic characteristics.According to the differences of gender,age,marital status,education level,job position and working years,this paper makes a concrete analysis of the current situation of job burnout in different groups,and explores the differences among them.And the factors that affect the job burnout level of employees in Xi’an Customer Service Center of ZG Bank are sorted according to the proportion from high to low.The order is workload,career development,organizational justice,role pressure,other aspects,organizational support and interpersonal relationship.In order to help managers reduce the negative impact of job burnout and help employees avoid the harm caused by job burnout,this paper provides some countermeasures and suggestions to help reduce job burnout,including optimizing intelligent customer service,formulating career development plan,improving salary system,positioning employees’ roles scientifically,and stimulating employees’ self-determination.Respect for self-confidence,improve the management of staff leaving,and establish multi-channel communication.This study is of great theoretical and practical significance to alleviate personal burnout of employees or to strengthen staff management in Xi’an Customer Service Center of ZG Bank.