CAJ | 학술논문

服务业从业员工的心理素质是影响服务质量的重要因素之一。由于服务工作量大、接触性高、变化性强、客户至上等特点，导致从业员工容易产生情绪波动和心理问题，进而影响服务质量。所以，探讨服务业从业员工常见心理障碍、深刻分析形成问题的原因，并从服务业和员工自身两个角度提出保健措施，既是对服务业从业员工健康状况的负责，也是保障现代服务业健康发展的必然。
복무업종업원공적심리소질시영향복무질량적중요인소지일。유우복무공작량대、접촉성고、변화성강、객호지상등특점，도치종업원공용역산생정서파동화심리문제，진이영향복무질량。소이，탐토복무업종업원공상견심리장애、심각분석형성문제적원인，병종복무업화원공자신량개각도제출보건조시，기시대복무업종업원공건강상황적부책，야시보장현대복무업건강발전적필연。
Psychological quality of employees from service industry is one of the important factors affecting the quality of service. Owing to the features of service industry, such as the heavy duty, high contact, customer orientation and so on, employees prone to mood swings and psychological problems, which will affect service quality. Therefore, the discussion of common psychological barriers, deep analysis of the cause of the problem and putting forward protection measures from the angle of service and staff is not only responsible for the employees’ health, but necessary for guaranteeing the healthy development of modern service industry.