Study On The Leaving Reason And Its Effect Of Customer Service Representative In T Logistic Company

With the continuous development of China’s market economy, human resources market continues to open up. The whole society in general has an incensement in employee turnover. The turnover problems have more and more concerned various industries and enterprises. Because turnover problems began only after the end of the planned economy in China, our study of turnover problems started much later than in Western countries. Employee turnover has now become one of major issues which stunt the growth of enterprises in China. With the development of domestic logistics enterprises, international logistics enterprises that early entry into the Chinese market, competition pressures is increasing. The growing turnover is becoming a big problem. This paper selects T Logistics Company as research subject, and studies the turnover effect on enterprise operation, proposed employee retention management strategy to enterprise’s customer service center.This paper base on classic turnover models of foreign study:Mobley turnover model, Price-Muller model, combined with the psychological contract as the core, to explore the causes and the process of employ turnover. This paper analyzes the current situation of logistics enterprises, selects T Logistics Company as an example, on the basis of theoretical research, and analyzes the characteristics and causes of the customer service staff turnover problem. According to the triangle validation framework from different viewing angles, different research methods, this paper verify the three main hypotheses: because different concerns on the occupation development, different qualifications has big impact on employee turnover, historical appraisal is an important reason for poor performance of employee turnover, the achievement of the psychological contract between employees and managers is an important factor affecting the employee turnover. The ultimate goal of the study is to propose effective solutions, namely how to reduce unnecessary customer service staff turnover. Base on study of employee turnover reason and effect, this paper put forward methods to manage and control customer service turnover from different points of staff recruitment, career development and motivation system.