Study On The Influencing Factors Of Job Burnout Of Front-line Service Employees Based On Creep Model

Job burnout is a variable related to the entry time.It occurs after the employee entered the job for a period of time,and the job burnout is relatively stable if the job position remains unchanged.However,the current research on job burnout lacks a longitudinal model,which results in that most of the intervention suggestions for job burnout focus on the stable period and lack of enough pertinence and prevention,which greatly wastes human and material resources.Because of their professional characteristics,front-line service employees have become the most representative group with a high incidence of job burnout.Therefore,this paper aims at the front-line service employees to explore the development stages of job burnout and the main influencing factors of job burnout in different stages.Based on the job demands-resources theory and literature review,this paper first summarized and formed the influencing factors of job burnout of service employees,and then combined with the interview and survey of new front-line service employees,sorted and formed the influencing factors of job burnout of new front-line service employees.By carrying out a questionnaire survey of front-line service employees(617 valid samples),the creep model is used to fit the development situation of job burnout of target groups and divide the stages.Finally,through the method of correlation analysis and stepwise multiple regression analysis,the significant predictors of job burnout of new first-line service employees in each stage were found,and the regression equation of the influencing factors was established,and targeted intervention suggestions were put forward.The main conclusions of this paper are as follows:(1)The creep model can be used to describe and predict the development trend of job burnout of newly recruited front-line service employees.Within 7 years,the development of job burnout can be divided into three stages.If the position remains unchanged,the employee will reach the plateau of job burnout around 8 months after entry,and the score of job burnout will increase by about 128%compared with that at the beginning of entry.(2)The job burnout of new first-line service employees is predicted by different factors at different stages of creep model,and both man-post matching and team emotional conflict has significant predictive power on the job burnout scores of first-line service employees during the survey period.(3)The research has confirmed that with the growth of entry time during the survey period,the factors that have significant predictive power on job burnout of front-line service employees are mainly related to work situation.Among them,job burnout of front-line service employees is mainly affected by long-term stressors in the third stage of creep development.This paper of job burnout longitudinal development model provides a theoretical basis and empirical support,based on the theory of the JD-R reveals the frontline employees’ job burnout cause mechanism of the service industry,for job burnout research provides a new thought and method,the relevant professional and improve the social functions of play and the benign development is of great significance.