علاقة العمل الانفعالي بالاحتراق النفسي لدى موظفي خدمة الزبائن
Author
Source
مجلة الحكمة للدراسات التربوية و النفسية
Issue
Vol. 2014, Issue 3 (30 Jun. 2014), pp.207-239, 33 p.
Publisher
Publication Date
2014-06-30
Country of Publication
Algeria
No. of Pages
33
Main Subjects
Educational Sciences
Psychology
Topics
Abstract EN
The main purpose of this study was to investigate the influence of emotional labor on the experience of burnout among customer service employees.
Three hundred and thirty three participants from (13) customer service organizations completed a 38-item survey.
Participant jobs ranged from front office employees to customer service representatives, and encompass a wide range of customer service positions.
Participants were required to engage in a significant amount of customer interaction as a part of their job.
A number of interesting findings emerged from this study, as well as a partial support for the proposed hypotheses.
The main results of the study was that customer service employees suffer from the high Level of burnout at the Emotional exhaustion & Depersonalization dimensions, and average level at the third dimension of burnout (Lack of personal accomplishment), the findings also showed that there was: - A positive significant correlation between both emotional labor strategies, surface acting and deep acting, and emotional exhaustion.
- A positive significant correlation between surface acting and Depersonalization.
- A significant inverse correlation relationship between deep acting and Lack of personal accomplishment.
American Psychological Association (APA)
عشوي، عبد الحميد. 2014. علاقة العمل الانفعالي بالاحتراق النفسي لدى موظفي خدمة الزبائن. مجلة الحكمة للدراسات التربوية و النفسية،مج. 2014، ع. 3، ص ص. 207-239.
https://search.emarefa.net/detail/BIM-685324
Modern Language Association (MLA)
عشوي، عبد الحميد. علاقة العمل الانفعالي بالاحتراق النفسي لدى موظفي خدمة الزبائن. مجلة الحكمة للدراسات التربوية و النفسية ع. 3 (2014)، ص ص. 207-239.
https://search.emarefa.net/detail/BIM-685324
American Medical Association (AMA)
عشوي، عبد الحميد. علاقة العمل الانفعالي بالاحتراق النفسي لدى موظفي خدمة الزبائن. مجلة الحكمة للدراسات التربوية و النفسية. 2014. مج. 2014، ع. 3، ص ص. 207-239.
https://search.emarefa.net/detail/BIM-685324
Data Type
Journal Articles
Language
Arabic
Notes
يتضمن مراجع ببليوجرافية : ص. 236-239
Record ID
BIM-685324