话务员工作压力与工作满意度、离职倾向性的关系

Relationship between work satisfaction,turnover intention and job stress in telephone operators

目的:探讨话务员工作压力与工作满意度、离职倾向性之间的关系.方法:选择移动公司350名话务员,应用企业员工工作压力量表、自编的工作满意度量表和离职倾向性量表进行调查.结果:话务员压力量表各个维度均数分别为工作负荷S1(3.15±0.60)、压力反应S5(3.13±0.69)、公司管理S3(2.87±0.68)、与领导的冲突S2(2.61±0.68)、与同事的冲突S4(2.38±0.67);话务员的工作满意度与工作压力的相关系数为-0.568(P<0.01),离职倾向性与工作压力的相关系数为0.578(P<0.01).话务员工作满意度与工作压力的回归方程为MY(满意度)=4.455-0.220S2-0.211S5-0.127S4,离职倾向性与工作压力的回归方程为LZ(离职倾向性)=1.721+0.197S3+0.168S5+0.133S2.结论:话务员压力由大到小依次为工作负荷、公司管理、与领导的冲突、与同事的冲突.与领导的冲突和公司管理所造成的压力分别是影响话务员工作满意度和离职倾向性的主要因素.

AIM： To explore the relationship between telephone operator＇s work satisfaction, turnover intention and their job stress. METHODS： By randomized sampling method, 350 operators were assessed with stress scale of company personnel, selfmade operator work satisfaction scale and turnover intention scale. RESULTS： The scores of each subtest were working load S1 （3.15 ±0.60）, stress reaction S5 （3.13 ±0.69）, company management S3 （2.87 ±0.68）, the conflicts with leaders S2 （2.61± 0.68 ）, and the conflicts with colleagues S4 （ 2.38± 0.67 ）. The correlation coefficient between job stress and work satisfaction was - 0.568 （ P 〈 0.01 ）, and the correlation coefficient between job stress and turnover intention was 0. 578 （ P 〈 0. 01 ）. The regression equation of job stress and work satisfaction was MY = 4. 455 - 0.220 S2 - 0. 211S5 - 0. 127S4, and the regression equation of job stress and turnover intention was LZ = 1. 721 ＋ 0. 197S3 ＋ 0. 168S5 ＋ 0. 133S2. CONCLUSION： The sources which may cause working pressure to operators can be listed from high to low： working load, company management, the conflicts with leaders, and the conflicts with colleagues. The stresses caused by contradiction between leader and staff and the company management are the most impotant factors which influence operator＇s work satisfaction and their turnover intention.