角色压力对顾客接触型员工工作倦怠的影响——社会支持的调节作用

角色压力容易造成员工的工作倦怠,而这一情况特别容易发生在人际接触频繁、密切的服务型职业当中。基于社会支持缓冲效应模型,本研究考察了情感型和信息型社会支持对两种主要角色压力(角色冲突与角色模糊)与工作倦怠关系的调节作用。采用层级回归等统计方法对样本数据进行分析,结果显示:情感型社会支持能够有效缓解角色冲突导致的工作倦怠,而信息型社会支持则能够有效缓解角色模糊对工作倦怠的影响。根据研究结论,提出了注重防范角色压力的产生、鼓励对员工的情感型社会支持建设、建立和完善信息型社会支持等相关管理建议。

Role stress can easily lead to job burnout of employee,which is particularly prone to service-type occupations with frequent interpersonal contact.According to the theory of social support buffering effect,this study examines the moderating effects of emotional and informational social support on the relationship between role stress(including role conflict and role ambiguity)and job burnout.Hierarchical regression and other statistical methods are used to analyze the sample data.The results show that emotional social support can significantly relieve job burnout caused by role conflict,while the informational social support can significantly relieve job burnout caused by role ambiguity.According to the research conclusions,relevant management suggestions are proposed,such as paying attention to the prevention of role stress,encouraging the construction of emotional social support for employees,and establishing and improving information-based social supportt.