达州市某电话呼叫中心话务员职业紧张与倦怠状况调查  

Investigation on occupational stress and occupational burnout of telephone operators in a telephone call center of Dazhou City

作　　者：李勇[1] 李俊卿[1] 陈雪[1] 李彦 程淼淼 曾丽 LI Yong;LI Jun-qing;CHEN Xue;LI Yan;CHENG Miao-miao;ZENG Li(Affiliated Hospital,Dazhou Center for Disease Control and Prevention,Dazhou Sichuan,635000,China)

机构地区：[1]达州市疾病预防控制中心附属医院

出　　处：《职业与健康》2019年第21期2895-2898,共4页Occupation and Health

摘　　要：目的了解四川省达州市某电话呼叫中心话务员职业紧张与职业倦怠状况及其关系。方法2018年4—7月,采用职业紧张量表(OSI-R)和职业倦怠问卷(MBI-GS),对四川省达州市某电话呼叫中心336名话务员进行问卷调查,并对数据进行分析。结果话务员职业任务与个体紧张反应得分高于西南地区女性职业人群常模(P<0.05);职业倦怠检出率为63.69%。二元logistic回归分析结果显示,职业任务、个体紧张反应及个体应变能力是职业倦怠的影响因素(P<0.05)。结论降低职业紧张水平,提升个体应变能力,可减少话务员职业倦怠的发生。Objective To explore the status of occupational stress and occupational burnout of telephone operators in a telephone call center of Dazhou City,explore their relationship.Methods From April to July in 2018,Occupational Stress Inventory-Revised(OSI-R)and Maslach Burnout Inventory-General Survey(MBI-GS)were used to investigate 336 telephone operators in a telephone call center of Dazhou City,and the data were analyzed.Results The scores of occupational task and individual nervous response of telephone operators were higher than norm of female occupational papnlation in xi'nan area(P<0.05).The detection rate of occupational burnout was 63.69%.Logistic regression analysis showed that occupational task,individual stress response and individual strain capacity were the main factors influencing o ccupational burnout(P<0.05).Conclusion Reducing occupational stress level and improving individual strain capacity can reduce the occurrence of occupational burnout of telephone operators.

关 键 词：电话呼叫中心 话务员 职业紧张 职业倦怠 

分 类 号：R181.31[医药卫生—流行病学]