第一線服務人員工作倦怠因素之探究—行動學習法

Exploring The Factors Related to Job Burnout of Frontline Service Workers—Action Learning Method

謝依庭(I-Ting Hsieh)

指導教授 ： 蔡文鈞

中原大學/商學院/企業管理研究所/碩士(2020年)

https://doi.org/10.6840/cycu202000234

摘要

傳統的學習方法已不足夠應付所有新興產業，大部分的消費者都希望可以得到最佳的服務品質，為了能夠在第一時間提供最適當的服務給顧客，第一線服務人員需要經過專業的訓練才能勝任，但假設第一線服務人員長期無法調適在工作遇到的困境或瓶頸，可能會造成工作倦怠。
為了提供更多有效改善產業在處理第一線服務人員問題的方法，本研究將介紹一項新的學習方法─行動學習法，提出對於可能產生工作倦怠的因素進行研究與分析，分別有關於奧客的影響與員工之間互動的影響，依序提出相關可執行之行動方案進行研究，接著分析後提出可以改善工作倦怠的方法，以及第一線服務人員在無法自行解決時管理者可以給予幫助的方法，也給予企業在使用行動學習法時，提出三項方法、建議讓各企業可以對照參考。
最後提出本研究兩大結論：第一線服務人員的工作倦怠，會來自於與奧客互動的負面情緒，特別是當管理者無法給予適當的支持與第一線服務人員的工作倦怠；會來自於員工間的不良互動，特別是當管理者與員工間在新進人員的訓練上產生衝突。根據結論提出個人的建議與想法，以及個人在實際操作行動學習後的歷程與反思，分別有個人心理層面與工作環境層面，而在本研究的最後，提出對未來的建議：在操作行動學習法時，可以將三個月的學習過程增加至五個月或六個月、在改善工作倦怠的問題時，可以多尋求管理者或其餘員工共同檢討、對於企業在進行員工培訓時可以多加利用不同的方法去探究各方面的問題，或許會得到意想不到的收穫。

關鍵字

第一線服務人員 ； 工作倦怠 ； 行動學習法

並列摘要

Traditional learning methods are not enough to cope with all emerging industries, most consumers want to get the best quality of service. In order to provide the most appropriate services to customers at first, the frontline service workers need to undergo the professional training to be qualified, but if the frontline service workers cannot fully adapt to the difficulties or bottlenecks encountered in the work for long, it may cause job burnout.
In order to provide more effective ways to improve the industry’s approach to the problem of the frontline service workers, this study will introduce a new learning method─action learning, put forward the study and analysis of the factors that may cause job burnout, respectively, on the impact of the difficult customers and the interaction between employees. Put forward the relevant action plans to study, and analysis of the methods that can improve job burnout. Also, the frontline service workers in the inability to solve their own problems when the manager can’t give help, the study would give the three methods and recommendations to enterprises in the use of action learning method for comparing references.
Finally, this study puts forward two conclusions, the work burnout of the frontline service workers will come from the negative emotion of interaction with the difficult customers, especially when the manager cannot give proper support and job burnout of the frontline service workers, and will come from the bad interaction between the employees, especially when the manager and the employees in the training of new personnel conflict. According to the conclusion, provide the individual's suggestions and ideas, and put the individual's course and reflection after the actual action study, respectively, the personal psychological level and the working environment level. At the end of this study, put forward the future proposal, in the operation of action learning method, may can increase the three-month learning process to five months or six months; in improving the problem of job burnout, may can seek more managers or the rest of the staff to check again together; for enterprises in staff training can make more use of different methods to explore various aspects of the problem, may get unexpected gains.

並列關鍵字

The Frontline Service Workers ； Job Burnout ； Action Learning

參考文獻

參考文獻

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