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الرئيسية > علاقة العمل الانفعالي بالاحترا...>الوصف

علاقة العمل الانفعالي بالاحتراق النفسي لدى موظفي خدمة الزبائن

المصدر: مجلة الحكمة للدراسات التربوية والنفسية
الناشر: مؤسسة كنوز الحكمة للنشر والتوزيع
المؤلف الرئيسي: عشوي، عبدالحميد (مؤلف)
المجلد/العدد: ع29
محكمة: نعم
الدولة: الجزائر
التاريخ الميلادي: 2014
الصفحات: 202 - 233
DOI: 10.12816/0044012
ISSN: 2353-0456
رقم MD: 652264
نوع المحتوى: بحوث ومقالات
قواعد المعلومات: EduSearch
مواضيع:
الاحتراق المفسي | علاقات العمل | خدمة العملا | موظفو خدمة الزبائن
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المستخلص: The main purpose of this study was to investigate the influence of emotional labor on the experience of burnout among customer service employees. Three hundred and thirty three participants from (13) customer service organizations completed a 38-item survey. Participant jobs ranged from front office employees to customer service representatives, and encompass a wide range of customer service positions. Participants were required to engage in a significant amount of customer interaction as a part of their job. A number of interesting findings emerged from this study, as well as a partial support for the proposed hypotheses. The main results of the study was that customer service employees suffer from the high Level of burnout at the Emotional exhaustion & Depersonalization dimensions, and average level at the third dimension of burnout (Lack of personal accomplishment), the findings also showed that there was: - A positive significant correlation between both emotional labor strategies, surface acting and deep acting, and emotional exhaustion. - A positive significant correlation between surface acting and Depersonalization. - A significant inverse correlation relationship between deep acting and Lack of personal accomplishment.
ISSN: 2353-0456

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