旅行社经理人工作倦怠的影响因素研究

Research on the Affecting Factors of Job Burnout for Travel Agency Managers

旅行社企业内外部众多的新老问题困扰着旅行社经理人的工作,长期的高压工作很容易转化成工作倦怠,严重影响他们的工作幸福感。了解旅行社经理人工作倦怠产生的影响因素及发展过程对提升旅行社经理人工作幸福感,促进旅游业的健康、可持续发展有着重要的理论和实践意义。文章采用内容分析法,通过与旅行社经理人的访谈搜集资料,并运用扎根理论对资料进行处理与分析,研究发现:①旅行社经理人工作倦怠产生的影响因素包括角色冲突、工作控制感、组织和社会支持感3个正向因素和情绪智力这一负向因素。②旅行社经理人工作倦怠的产生过程是情感耗竭—情绪调动—个人成就感降低,这与其他行业从业人员工作倦怠的情感耗竭—去人性化—个人成就感降低发展过程有所不同。

Travel agency managers have always been perplexed by numerous old and new problems inside and outside companies. Working under long-term high pressure is prone to develop to job burnout, which will seriously affect their sense of happiness. Knowing the affecting factors resulting from their work burnout and the developing process are of important theoretical and practical significance to the improvement of their sense of happiness, promoting the sound and sustainable tourism development. The study, using content analysis, collects data through interviews with managers and analyzes the date by adopting Grounded Theory. The study indicates that： 1. the affecting factors include three positive factors of role conflict, sense of work control and sense of organizational and social support and one negative factor of emotional intelligence; 2. the developing process of job burnout is emotional exhaustion-depersonalization-diminished personal accomplishment, which is different from those of other industries.