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职业倦怠领域研究使用的测量方法主要有两类:问卷测量法和客观测量法。问卷测量法又包括自陈问卷测量法和他评问卷测量法。本文从行业特点出发选择MBIHSS问卷对呼叫中心的工作人员的职业倦怠水平做出考查,并对MBI-HSS量表在呼叫中心的适用性做出了验证性分析。本研究得出了中国国内呼叫中心工作人员的一般的职业倦怠水平,为今后进一步对中国的呼叫中心行业工作人员的职业倦怠水平的研究提供了基础和参考。本研究对呼叫中心座席代表的职业倦怠水平与工作绩效的关系作了分析,在前人的基础上,进一步丰富了国内职业倦怠领域的实证研究。
There are two main types of measurement methods used in occupational burnout research: questionnaire measurement and objective measurement. Questionnaire measurement method includes self-report questionnaire measurement method and his questionnaire measurement method. This paper selects MBIHSS questionnaire from the characteristics of the industry to test the level of job burnout of call center staff and makes a confirmatory analysis on the applicability of MBI-HSS in call center. This study concludes the general burnout level of call center staff in China and provides a basis for future research on the burnout level of call center staff in China. This study analyzes the relationship between job burnout and job performance of call center agents, and further enriches the empirical research on job burnout in China based on the previous studies.