政府机关窗口工作人员的心态调查

Research on attitude of service official

窗口工作人员的心态和行为直接影响了政府的服务效率和公众形象。文章采用自编调查问卷的方式,从工作价值感、内部管理、压力管理这三个方面对北京某政府机关单位220名员工进行调查。结果表明:多数员工存在自我认知偏差,感觉受到的待遇不公平,不能以积极心态从事工作;同时管理者的正反馈偏少,也很大程度上影响着员工的心态。

With the progress in building a service - oriented government, there are more and more service officials. They directly influence the government＇s efficiency and level of service. We have surreied 220 officials from Beijing municipal government by self - developed questionnaire, including the following factors as sense of worth of work. inner management, stress management. The paper makes the following conclusions： the service officials work with passive attitude because of unfair feeling and devious cognition, the feedback from higher officials seriously influence the attitude of the service officials.