石河子大学学报（哲学社会科学版）
石河子大學學報（哲學社會科學版）
석하자대학학보（철학사회과학판）
JOURNAL OF SHIHEZI UNIVERSITY (PHILOSOPHY AND SOCIAL SCIENCE)
2014年
3期
94-99
,共6页
顾客不公平%工作满意度%情绪智力%劳动关系氛围
顧客不公平%工作滿意度%情緒智力%勞動關繫氛圍
고객불공평%공작만의도%정서지력%노동관계분위
customer’s-partiality%work-satisfaction%emotion-and-intelligence%working-environment
该文以新疆某通讯公司的服务厅前台业务员与客服接线员为案例，以情绪智力与劳动关系氛围分别作为个人与组织层面的调节变量，运用相关分析、回归分析等统计方法，探讨了其对顾客不公平与工作满意度关系的调节作用。结果显示：被调查员工总体满意度不高，不满意的因素除顾客不公平行为的侵犯，主要还有工作量大、工作要求与监督过于严格等。为此，企业应重视顾客对员工满意度的影响；应采取措施减轻顾客不公平的危害，并通过改善劳动关系氛围缓解顾客不公平对满意度的负面影响；应通过对情绪智力的培养来提高员工应对顾客不公平的能力。
該文以新疆某通訊公司的服務廳前檯業務員與客服接線員為案例，以情緒智力與勞動關繫氛圍分彆作為箇人與組織層麵的調節變量，運用相關分析、迴歸分析等統計方法，探討瞭其對顧客不公平與工作滿意度關繫的調節作用。結果顯示：被調查員工總體滿意度不高，不滿意的因素除顧客不公平行為的侵犯，主要還有工作量大、工作要求與鑑督過于嚴格等。為此，企業應重視顧客對員工滿意度的影響；應採取措施減輕顧客不公平的危害，併通過改善勞動關繫氛圍緩解顧客不公平對滿意度的負麵影響；應通過對情緒智力的培養來提高員工應對顧客不公平的能力。
해문이신강모통신공사적복무청전태업무원여객복접선원위안례，이정서지력여노동관계분위분별작위개인여조직층면적조절변량，운용상관분석、회귀분석등통계방법，탐토료기대고객불공평여공작만의도관계적조절작용。결과현시：피조사원공총체만의도불고，불만의적인소제고객불공평행위적침범，주요환유공작량대、공작요구여감독과우엄격등。위차，기업응중시고객대원공만의도적영향；응채취조시감경고객불공평적위해，병통과개선노동관계분위완해고객불공평대만의도적부면영향；응통과대정서지력적배양래제고원공응대고객불공평적능력。
Taking the receptionist and customer service operator from a communications company,Xinjiang branch as a case,and taking emotion,intelligence and working environment as invariables,this paper studies the relationship between customer’s partiality and staff's work satisfaction by regression analysis. The research shows that the work satisfaction of the staff investigated is not high, besides customer’s partiality, the reason of which lies instaff’s overwork as well as over-rigid requirement and regulations. It follows that more emphasis should be put on customer’s influence on staff’s work satisfaction and effective measures shoud be taken to alleviate the influence of customer’s partiality by improving working environment, and to raise staff’s adaptability by emotional and intelligent regulation.
