Research On The Causes And Countermeasures Of Job Burnout Of Customer Service Manager In FZ Branch Of ICBC

There are more and more people with job burnout in the workplace,which will seriously hinder the enterprise development.The working status of bank employees will directly affect personal performance and enterprise revenue,so it is necessary to research the issue of bank employees’ job burnout.Based on the Two-factor Theory,the Matching Theory,the Conservation Of Resource Theory,the Effort-reward Imbalance Theory,the Occupational Stress Theory and the Equity Theory,firstly,this paper investigates the current situation of job burnout around the three dimensions of emotional exhaustion,depersonalization and reduced personal accomplishment by using the MBI-GS scale of job burnout.Secondly,we conducted a questionnaire survey on the key factors of job burnout from three levels of individual,organization and society.Then,by the method of depth interview to analyze the typical cases on the basis of the questionnaire survey,this paper deeply analyze the problem of job burnout.Main findings of the research:The customer service manager group of FZ branch of ICBC has existed symptoms of job burnout and is generally at a moderate level of job burnout.Among them,the score of emotional exhaustion dimension is the highest and the group feels great pressure in daily work,feels physically and mentally tired after work,is unwilling to go to work,and often faces emotional collapse;The score of depersonalization dimension shows that the customer service manager group of FZ branch of ICBC lacks enthusiasm for work,is indifferent to service objects,and is unconcerned to the surrounding environment,and begins to doubt the significance and value of work.The score of the reduced personal accomplishment dimension shows that the customer service manager group of FZ branch of ICBC Identify the realization of personal and social values at work with low verb,is not confident in their own abilities,and has a low sense of achievement brought by work.The managers of FZ branch of ICBC should pay attention to the job burnout of the customer service manager.This paper proposes solutions at the individual,organizational and social levels: at the individual level,we should objectively carry out self-cognition and learn to decompress ourselves;Correctly treat job choices and make clear career plans.At the organizational level,the organization should reasonably arrange the work load,adjust the person-post matching degree,and improve the work efficiency;Improve and widen customer service managers’ promotion channel,tap the potential of employees,give sufficient space for personal development,and improve personal effectiveness;Fully consider the system optimization of humanized demand and establish a sound communication mechanism;Strengthen employee care and improve their sense of belonging to the organization.At the social level,the whole society should increase publicity,strengthen social identification,increase interaction,enhance social trust,improve the social situation of customer service managers in front-line positions of banks,and enhance industry confidence.Hopefully,the above measures can be helpful to improve the current situation of job burnout and improve the competitiveness of the branch.