中断任务的范式对电商客服工作绩效的影响研究  

Research on the Influence of Interruption Task Pattern on the Work Performance of E-commerce Customer Service

作　　者：孙林辉[1,2] 师佳娴 陆彬亮 袁晓芳[1,2] SUN Lin-hui;SHI Jia-xian;LU Bin-liang;YUAN Xiao-fang(School of Management,Xi'an University of Science and Technology,Xi'an 710054,China;Engineering Research Center for Human Cause and Management,Xi'an University of Science and Technology,Xi'an 710054,China;Business College,Xinjiang University,Urumqi 830000,China)

机构地区：[1]西安科技大学管理学院,西安710054 [2]西安科技大学人因与管理工效学研究中心,西安710054 [3]新疆大学商学院,乌鲁木齐830000

出　　处：《人类工效学》2023年第6期1-7,共7页Chinese Journal of Ergonomics

基　　金：国家自然科学基金青年项目(71701025)。

摘　　要：目的研究中断任务类型、复杂度及时长对电商客服工作绩效的影响。方法设计了3(类型:图标、计算及听力)×2(复杂度:高复杂度、低复杂度)×2(时长:短时、长时)的中断实验。基于E-prime 3.0对被试进行无中断实验和有中断实验,采用多元方差分析处理实验数据。结果中断任务类型、复杂度及时长对被试的正确率及反应时均存在消极影响,且其影响程度有显著差异。中断类型中,数字计算的影响最为显著,图表控件最弱;复杂度中,高复杂度的影响较低复杂度显著;而中断时长中,长时任务的影响更为显著。结论揭示了在电商客服工作中受不同中断任务的影响程度,为提高电商客服工作效率、减少资源消耗及负面情绪提供理论依据。Objective In order to study the effect of interruption task type,complexity and duration on the performance of e-commerce customer service.Methods A 3(type:icon,calculation and listening)×2(complexity:high complexity,low complexity)×2(duration:short-term,long-term)interruption experiment was designed based on E-prime 3.0.The correct rate and response time of the subjects completing the main task and interrupting task were obtained.Experimental data were processed using a multivariate ANOVA analysis.Results The complexity and duration of interruption tasks all have negative effects on the correct rate and response time of the subjects,and the magnitude of the impact varies significantly depending on the type,complexity and duration.Numerical calculations in the interrupt type have the most significant impact,and chart controls the weakest;the effect of high complexity in complexity is significant for lower complexity;the impact of long-term tasks in the interruption duration is more significant.Conclusion The research results reveal the influence of different interruption tasks in the e-commerce customer service work,and provide a theoretical basis for improving the efficiency of e-commerce customer service.Thus,the resource consumption and negative emotions of e-commerce customer service during work are reduced,their work enthusiasm is enhanced,and a good working atmosphere is built to improve consumer satisfaction.

关 键 词：组织行为 负面情绪 中断任务 电商客服 工作绩效 任务复杂度 任务时长 

分 类 号：F7246[经济管理—产业经济]