| Over the past years,the burnout situation of enterprise employees has received more and more attention,and related research has become a hot spot in the field of human resource management in China,with the rapid development of economy and growing vitality of market objects.However,the research involving customer service staff burnout in e-commerce remains a blank slate.This thesis takes e-commerce customer service staff in X business park as the research object,uses literature research,interview and questionnaire survey ways to study the current situation of their burnout.The main dimensions causing the case are revealed from job factors,organizational system,interpersonal relationship and psychological capital.By the way,the suggestions for alleviating their sense are gave around the enterprise,employee and social levels,respectively.In this thesis,e-commerce customer service employees in the X business park are tired at work,passive and indifferent at work,and having a negative attitude towards the development of industry and the plan of their career,which shows much job burnout.There are four reasons leading to their job burnout: factors about the work,organizational institution,interpersonal relationship and psychological state,including heavy workload,rapid demand for skill iteration,low salary level,unreasonable performance appraisal,limited promotion manners,tense interpersonal relationship and poor emotional regulation ability.According to the research results,combined with experts’ opinions,this thesis puts forward the following countermeasures to alleviate the job burnout of the e-commerce customer service employees.Firstly,from the perspective of the enterprises,they should clarify the job responsibilities and optimize job settings,performance appraisal and salary system;expand the promotion channels,enhance the development space;strengthen employee concern and creat corporate culture.Secondly,from the perspective of employees,they are supposed yo regulate emotion reasonably;improve professional skills;focus on themselves physical and mental health.Thirdly,from the perspective of the society,it is expected to create a positive social environment and comfortable home atmosphere. |
