A Study on the Bank Teller’s Burnout and Recovery at Banking Industry in Taipei City

• Main Authors: Hsin-Pei Tsai, 蔡欣蓓
• Other Authors: I-Hsuan Lin
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/vw2h96

碩士 === 國立臺北科技大學 === 技術及職業教育研究所 === 97 === The economic type in our country kept changing, so did the industrial structure. The industry has changed into service-oriented economic type. The change in external environment of financial business caused the banking staffs needed to face the layoff, performance-oriented and competitive work environment. Therefore, the staff in banking industrial became the high burnout group. Related research indicated that the negative impact would appear when the staffs were in the long-term physical and mental burnout. Hence, the purpose of this study aimed to explore the level of banking teller’s burnout and the recovery strategy for 952 bank tellers in Taipei City. Questionnaire survey and semi-structured interviews were used, then 391 questionnaires were collected from 945 bank tellers, 377 subjects responded to most or all of the questions in the survey resulting in a 39.89% response rate. At the same time, based on the experience of job burnout scale screening, three bank tellers with successful experience burnout recovery were pick up as the interviewers in order to figure out the recovery strategy of burnout in bank industry. According to the result, there were the conclusions as the follows: 1. The phenomenon of bank teller in Taipei City needed to be considerate such as, emotional exhaustion, depersonalization, and lack of personal accomplishment. 2. The degree in depersonalization was high in young and inexperienced bank tellers. 3. The lack of personal accomplishment of bank tellers with bachelor degree or below was lower than the bank tellers with master degree. 4. National public bank tellers had a high emotional exhaustion and depersonalization than private bank tellers. 5. To adapt burnout was the recover strategy for the bank tellers’ burnout. 6. The support from family and friends were the recover strategy for the bank tellers’ burnout. 7. The support from company and organization were the recover strategy for the bank tellers’ burnout.