【摘要】：在新經(jīng)濟時代，我國銀行業(yè)面臨著嚴(yán)峻的競爭環(huán)境，作為銀行業(yè)務(wù)的主要營銷人員—客戶經(jīng)理面臨著極大的壓力，如果工作壓力不能及時有效緩解的話，勢必會影響商業(yè)銀行客戶經(jīng)理的工作績效問題。同時，更高的生活質(zhì)量是每位員工追求的目標(biāo)，良好的工作生活質(zhì)量，可以減少消極怠工、離職傾向、抱怨煩躁的情況，從而提高員工工作績效。在這樣的背景下，本研究以商業(yè)銀行客戶經(jīng)理為研究對象，以工作壓力和工作生活質(zhì)量為研究核心，對商業(yè)銀行客戶經(jīng)理的工作績效問題進(jìn)行分析。最后，針對提升我國商業(yè)銀行客戶經(jīng)理工作績效問題，為商業(yè)銀行管理部門提供參考性建議。 本研究首先對工作績效、工作生活質(zhì)量及工作壓力的相關(guān)文獻(xiàn)進(jìn)行回顧和總結(jié)，在國內(nèi)外學(xué)者關(guān)于三者關(guān)系研究的基礎(chǔ)上，提出了本研究的相關(guān)假設(shè)，選取了國內(nèi)外比較成熟的量表，，并進(jìn)行了預(yù)測試。在對量表信、效度進(jìn)行檢驗的基礎(chǔ)上，形成正式問卷，并進(jìn)行正式問卷的發(fā)放。最后，運用SPSS18.0統(tǒng)計軟件對所得數(shù)據(jù)進(jìn)行描述性統(tǒng)計分析、相關(guān)分析、回歸分析以及中介作用的檢驗。 本研究對研究數(shù)據(jù)進(jìn)行分析后，得到以下結(jié)論：（1）從整體上看，商業(yè)銀行客戶經(jīng)理的工作壓力分別與工作生活質(zhì)量、工作績效負(fù)向相關(guān)，這個結(jié)果是良、劣兩類壓力綜合作用下的結(jié)果。（2）商業(yè)銀行客戶經(jīng)理工作壓力與工作生活質(zhì)量之間顯著相關(guān)，其中，良性壓力對工作生活質(zhì)量有正向影響，劣性壓力對工作生活質(zhì)量有負(fù)向影響。（3）商業(yè)銀行客戶經(jīng)理工作壓力與工作績效之間顯著相關(guān)，其中，良性壓力對工作績效有正向影響，劣性壓力對工作績效有負(fù)向影響。（4）商業(yè)銀行客戶經(jīng)理工作生活質(zhì)量整體對工作績效有正向影響，而工作生活質(zhì)量各維度中工作任務(wù)與組織環(huán)境對工作績效有預(yù)測作用，并且組織環(huán)境對工作績效的預(yù)測作用更為重要，但社會心理維度對工作績效的影響并不顯著。（5）工作生活質(zhì)量在商業(yè)銀行客戶經(jīng)理工作壓力與工作績效之間起部分中介作用，會減弱工作壓力對工作績效的影響。 針對以上結(jié)論，關(guān)于提升商業(yè)銀行客戶經(jīng)理的工作績效問題，對于商業(yè)銀行管理部門可以從工作壓力、工作生活質(zhì)量兩個方面來采取一些措施：例如維持好商業(yè)銀行客戶經(jīng)理的良性壓力；降低商業(yè)銀行客戶經(jīng)理的劣性壓力；增加關(guān)于如何調(diào)節(jié)工作壓力的培訓(xùn)；開展適合員工個性特點的壓力管理；提供更多的客戶經(jīng)理家庭聯(lián)誼的機會；營建積極向上的文化氛圍，樹立良好的企業(yè)社會形象；豐富工作內(nèi)容，提供更多成長機會。但是由于知識水平、時間、精力等方面的限制，本研究還存在一些不足之處，還有待于后續(xù)學(xué)者進(jìn)一步完善和補充。
[Abstract]:In the new economic era, China's banking industry is facing a severe competitive environment. As the main marketer of banking business, the account manager is facing great pressure, if the working pressure can not be alleviated in time and effectively. It is bound to affect the performance of account managers in commercial banks. At the same time, higher quality of life is the goal of every employee, good quality of work and life, can reduce negative idle work, turnover tendency, complain about the situation of irritability, so as to improve the performance of the staff. Under this background, this research takes the commercial bank customer manager as the research object, takes the work pressure and the work life quality as the research core, carries on the analysis to the commercial bank customer manager's work performance question. Finally, in order to improve the performance of the customer manager of commercial banks in China, the paper provides reference suggestions for the management department of commercial banks. This study first reviews and summarizes the relevant literature on work performance, quality of work life and work stress, and puts forward the relevant hypotheses of this study on the basis of the research on the relationship among them by domestic and foreign scholars. Selected the domestic and foreign relatively mature scale, and carried on the forecast test. On the basis of testing the letter and validity of the scale, the formal questionnaire is formed and the formal questionnaire is issued. Finally, descriptive statistical analysis, correlation analysis, regression analysis and intermediary test are carried out with SPSS18.0 software. The results are as follows: (1) on the whole, the work stress of account managers in commercial banks is negatively correlated with the quality of work life and work performance. (2) there is a significant correlation between work stress and quality of work life of customer managers in commercial banks, in which benign stress has a positive effect on the quality of work and life. Poor stress has a negative impact on the quality of work and life. (3) there is a significant correlation between job stress and job performance of customer managers in commercial banks, among which, benign stress has a positive impact on job performance. (4) the overall quality of work and life of customer managers in commercial banks has a positive impact on job performance, and work tasks and organizational environments in all dimensions of quality of work life have a predictive effect on job performance. And the organizational environment is more important in predicting job performance. However, the influence of social psychological dimension on job performance is not significant. (5) the quality of work life plays a partial intermediary role between job stress and job performance of customer managers in commercial banks, which will weaken the impact of job stress on job performance. In view of the above conclusion, regarding the question of improving the work performance of the customer manager of the commercial bank, the management department of the commercial bank can start from the work pressure, Some measures should be taken in two aspects of quality of work and life: for example, to maintain the benign pressure of the customer manager of the commercial bank; Reduce the bad pressure of the customer manager of the commercial bank; increase the training on how to adjust the work stress; carry out the stress management that suits the individual characteristics of the staff; provide more opportunities for the family friendship of the customer manager; Build a positive cultural atmosphere, establish a good corporate social image; enrich the work content, provide more opportunities for growth. However, due to the limitation of knowledge level, time, energy and so on, there are still some deficiencies in this study, which need to be further improved and supplemented by follow-up scholars.
【學(xué)位授予單位】：河北經(jīng)貿(mào)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F272.92;F832.33

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