銀行客服人員工作壓力與諮商意願及形式之調查研究

• Main Authors: Kuo,Chao-Chin, 郭詔今
• Other Authors: 周麗玉
• Format: Others
• Language: zh-TW
• Published: 2006
• Online Access: http://ndltd.ncl.edu.tw/handle/69189539505319837903

碩士 === 中國文化大學 === 心理輔導研究所 === 95 === This research aims at probing into the present situation of workplace stress, the will of counseling and the counseling form. Regarding to the CSRs of the bank as the research object. Researcher hope the workplace stress, the will of counseling and the counseling form that they hope for that can be further concerned and understanded. This research adopts the investigate method of the questionnaire, with ' the workplace stress questionnaire ' that the researcher revised and ' the will of counseling questionnaire ', ' the counseling form questionnaire ' which the researcher made up as studying tools. Utilize conception to sample in the way, carry on questionnaire investigation with altogether 750 customer service representatives of bank of area of Taipei, the effective sample is 565 people. After the questionnaire was mailed back and accepted, adopt descriptive statistics, one-way ANOVA, one-way MANOVA, Pearson product-moment correlation coefficient etc., to analysis, and then summarize the results of study as the following now: First, difference analysis the workplace stress of CSRs of bank CSRs’ workplace stress will be difference by different marital status, education degree, age and the period of work, etc. The result of study shows that the workplace stress is general with in ' the married one ', ' the persons who have bachelor degree and master degree ', ' age lie between 20-29 years old person ', was experienced relatively high. Second, difference analysis of the will of counseling of CSRs of bank The result of study shows that the will of counseling of CSRs of bank will be difference by different education degree. In other words, the consulting will of CSRs will not be difference by different gender, marital status, age and the period of work, etc. Third, difference analysis of the form counseling The result of study shows that the counseling form of CSRs of the bank ill be difference by different ' gender', ' marital status ', ' education degree ', ' age 'and ' the period of work '. Fourth, relevant analysis of workplace stress and counseling will The result of study shows that these issue ' work relationship ', ' work- life balance '' overload ', ' job security ', ' control ', ' resources & communication ', ' pay & benifit ', ' aspects of job ' which between workplace stress and counseling will of CSRs of the bank have positive correlation. In other words, the higher workplace stress of CSRs of bank is, the higher counseling will is . The researcher proposes relevant suggestions to employee counselors, CSRs of bank, enterprise's administrator and future research separately according to the result of study.