發(fā)布時間：2018-06-16 22:34

  本文選題：房地產銷售人員情 + 緒勞動��； 參考：《西南財經大學》2013年碩士論文

【摘要】：情緒是人類心理活動的重要組成部分,深刻地響人們生活和工作,因此有關情緒的研究也就涉及到了個人及社會生活的方方面面。情緒勞動(Emotional labor)作為情緒研究的重要部分,是由社會學家Hochschild于1979年提出的,他認為情緒勞動是“個體通過情感的管理來創(chuàng)造出公眾可觀察的面部表情和身體動作”。隨后,研究者采用定性研究的方法來探討各行各業(yè)的情緒勞動。 情緒勞動的研究主要集中在服務性產業(yè),企業(yè)向顧客提供的服務不僅體現(xiàn)在可見的商品上,員工與顧客接觸的服務質量更被看重,這就要求員工在工作時有一定的情緒表現(xiàn)(Emotional display),同時,員工在勞動或工作中的情緒問題也隨之而來,如倦怠(Burnout)、情緒失調(Emotional disorder)、工作壓力(Workstress)和工作不滿(Work dissatisfaction)等問題(文書生,2004),甚至產生離職傾向(Turnover intention)。 房地產行業(yè)與服務性行業(yè)相比,具有其特殊性和更深遠的影響。房地產業(yè)在中國是一個高速發(fā)展的行業(yè),經過近十多年的發(fā)展,已經成為國民經濟的支柱性產業(yè),但在全球經濟低迷和房產地產管制相關政策的出臺的雙重背景下,企業(yè)面臨著前所未有的市場競爭。同時,房地產銷售人員也有別與普通的服務性行業(yè)員工,房地產銷售人員,已經不再是一個簡單的樓盤銷售員,而是具有專業(yè)房產銷售知識和服務營銷意識的復合人才,被稱為客戶經理或是置業(yè)顧問,他們是開發(fā)商和樓盤招牌,客戶對開發(fā)商和樓盤的第一印象的好壞往往是從他(她)們身上得來的,他們背負著更大的企業(yè)經濟發(fā)展指標,面對著需求各異的消費者,無時無刻不進行著情緒勞動,更易產生工作倦怠(Job Burnout),員工中離職率也處在較高水平。因此,對房地產銷售人員情緒勞動進行深入系統(tǒng)的研究,顯得愈發(fā)重要,既可以預防情緒勞動對員工造成傷害,也可以有效地維護保持企業(yè)的競爭力,為整個社會經濟的穩(wěn)定發(fā)展做出一定的貢獻。 本文以房地產銷售人員為研究對象,詳細闡述研究背景、目的和意義,運用相關理論基礎,并對情緒勞動、工作倦怠和離職傾向進行研究綜述,并且對相關概念進行了界定,根據(jù)研究目的提出本研究的研究模型和對研究假設進行推導,并借助于SPSS和AMOS分析軟件深入研究了房地產銷售人員情緒勞動、工作倦怠和離職傾向量表的信效度,以及房地產銷售人員情緒勞動、工作倦怠和離職傾向特點和關系,特別探討了工作倦怠在情緒勞動對離職傾向影響機制中的中介作用。 對比以往的研究,本研究的創(chuàng)新之處體現(xiàn)在,第一,雖然情緒勞動和工作倦怠在各自領域的研究都已相對成熟,也已取得不錯的成果,但是有關情緒勞動各維度與工作倦怠各維度的關系論證并不完善,如情緒勞動中表層行為和深層行為與工作倦怠中成就感低落這一維度的關系就沒有相關的結論,本文將對此次進行補充和完善。第二,以往對于情緒勞動的研究的對象多集中在服務業(yè),以酒店服務員和客服人員為主,或是以知識型員工為研究對象,并以教師和護士兩個群體為主要樣本,而本研究將房地產銷售人員作為研究對象,將情緒勞動的研究對象進一步細分,對于房地產企業(yè)銷售人員管理具有借鑒意義。第三,雖然,情緒勞動、工作倦怠和離職傾向這三個概念的研究屢見不鮮,但將三者構成一個研究模型的研究較少,本文將采用逐步回歸分析來探討工作倦怠在情緒勞動對離職傾向影響機制中的中介作用。 本文研究得出,首先,回歸分析結果表明,工作倦怠在房地產銷售人員的深層行為和離職傾向中起到了部分中介作用,同時,工作倦怠在房地產銷售人員的自然行為和離職傾向中起到了部分中介作用。而工作倦怠在表層行為和離職傾向之間的關系中,并沒有起到中介作用。另外,相關分析結果表明,表層行為與情緒衰竭、去人格化、成就感低落和離職傾向呈顯著正相關,深層行為和自然行為與情緒衰竭、去人格化、成就感低落和離職傾向呈顯著負相關：情緒衰竭、去人格化、成就感低落與離職傾向呈顯著正相關。最后從人口統(tǒng)計變量的角度來講,房地產銷售人員的情緒勞動中表層行為在性別、年齡、學歷和工作年齡上有顯著差異,深層行為在工作年齡上有顯著差異,自然行為在年齡學歷和工作年齡上有顯著差異；工作倦怠中情緒衰竭在性別、年齡、學歷和工作年齡上有顯著差異,去人格化在年齡和工作年齡上存在顯著差異,成就感低落在工作年齡上有顯著差異；離職傾向在性別、年齡、學歷和工作年齡上沒有明顯。 綜上所述,基于本研究假設,我們?yōu)榉康禺a企業(yè)經營管理,特別是對銷售人員的管理,提出幾點管理建議,包括甄選最合適的房地產銷售人才,注重技巧培訓與文化建設,注重房地產銷售人員的職業(yè)生涯規(guī)劃,為房地產銷售人員提供競爭性的薪酬,提高房地產銷售人員的社會形象等。
[Abstract]:Emotion is an important part of human mental activity, which deeply affects people's life and work, so the study of emotion is involved in all aspects of personal and social life. Emotional labor (Emotional labor), an important part of emotional research, was proposed by sociological Hochschild in 1979, and he thinks emotional labor. "The individual creates an observable facial expression and body movement through the management of the emotions." then, the researchers used qualitative research to explore the emotional labor of all walks of life.
The research of emotional labor is mainly concentrated in the service industry. The service provided by the enterprise is not only reflected in the visible goods, but also the quality of the service which the employees and the customers are in contact with. This requires the employees to have a certain emotional expression (Emotional display) in the work, and the emotional problems of the employees in the work or work are also followed. And come, such as Burnout, Emotional disorder, work pressure (Workstress) and job discontent (Work dissatisfaction) and other issues (clerical, 2004), and even Turnover intention (Turnover intention).
The real estate industry has its particularity and far-reaching influence compared with the service industry. The real estate industry is a fast developing industry in China. After nearly more than 10 years' development, the real estate industry has become the pillar industry of the national economy, but under the dual background of the global economic downturn and the related policy of real estate management system, the enterprise faces the enterprise face. At the same time, there is an unprecedented market competition. At the same time, real estate sales staff are also different from ordinary service workers. Real estate salesmen are no longer a simple real estate salesman, but a compound talent with professional property sales knowledge and service marketing awareness, known as customer manager or home consultant, they are open. The first impression of the developer and the real estate is often obtained from his (her). They bear a larger index of the economic development of the enterprise. They are faced with the different demands of the consumers, all the time and the emotional labor, the Job Burnout, and the turnover rate in the staff. Therefore, the in-depth and systematic study of the emotional labor of the real estate sales staff is becoming more and more important. It can not only prevent emotional labor from causing harm to employees, but also effectively maintain the competitiveness of the enterprises and make certain contributions to the stable development of the whole social economy.
This article takes the real estate salesman as the research object, expounds the research background, the purpose and the significance, uses the relevant theoretical basis, and summarizes the research on emotional labor, job burnout and turnover intention, and defines the related concepts. According to the purpose of the research, it puts forward the research model of this research and deduces the research hypothesis, and borrows it. SPSS and AMOS analysis software are used to study the reliability and validity of the emotional labor of real estate salesmen, job burnout and turnover intention, the characteristics and relationship of emotional labor, job burnout and turnover intention of real estate salesmen, and the intermediary role of job burnout in the influence mechanism of job burnout on turnover intention.
In contrast to previous studies, the innovation of this study is embodied in the first. Although the research of emotional labor and job burnout in their respective fields has been relatively mature and has achieved good results, the relationship between the various dimensions of emotional labor and the various dimensions of job burnout is not perfect, such as the surface behavior and deep behavior in emotional labor. There are no relevant conclusions on the relationship between the decline of sense of achievement in job burnout. This article will supplement and improve this. Second, the previous research on emotional labor focused on service industry, mainly hotel attendants and customer service personnel, or knowledge workers as the research object, and two teachers and nurses. The group is the main sample, and this study takes the real estate salesman as the research object, further subdivides the research object of emotional labor, and has the reference significance for the management of the sales personnel of the real estate enterprise. Third, although the three concepts, such as emotional labor, job burnout and turnover intention, are common, but the three constitute a research. Study on the model of this paper will use less, to explore the stepwise regression analysis of job burnout emotional labor intermediary role in the influence mechanism on turnover intention.
Firstly, the results of regression analysis show that job burnout plays a part of mediating role in the deep behavior and turnover intention of real estate salesmen. At the same time, job burnout plays a part of mediating role in the natural behavior and turnover intention of real estate salesmen. The job burnout is in surface behavior and turnover intention. In addition, the correlation analysis showed that there was a significant positive correlation between surface behavior and emotional exhaustion, depersonalization, depression of achievement and turnover intention. Deep behavior and natural behavior and emotional exhaustion, depersonalization, low achievement and turnover were negatively related to turnover intention: emotional exhaustion and depersonalization. In terms of demographic variables, the surface behavior of real estate salesmen has significant differences in gender, age, education and working age, and there are significant differences in the working age, and natural behavior in age and working age. There are significant differences in the emotional exhaustion of job burnout in gender, age, educational background and working age. There are significant differences in age and working age. There is a significant difference in the sense of achievement in the working age. The tendency of turnover is not obvious in sex, age, education and working age.
To sum up, based on the hypothesis of this study, we put forward several management suggestions for the management of real estate enterprises, especially for the management of the sales staff, including the selection of the most suitable real estate sales personnel, the training of skills and the cultural construction, the career planning of the real estate salesmen, and the competition for the real estate salesmen. The salary increase, real estate sales staff's social image.
【學位授予單位】：西南財經大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F272.92;F299.233.4

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本文編號：2028335