跨境电商客服职业倦怠问题的企业社会工作介入研究  

A Study on the Corporate Social Work Intervention in Cross-Border E-Commerce Customer Service Job Burnout Problems

作　　者：罗丹 

机构地区：[1]贵州大学公共管理学院,贵州 贵阳

出　　处：《电子商务评论》2025年第1期381-388,共8页E-Commerce Letters

摘　　要：随着全球电子商务的蓬勃发展,作为连接企业与国际买家重要桥梁的跨境电商客服在机械重复和高强度的工作体验中,职业倦怠问题日益凸显。及时预防、识别和干预跨境电商客服的职业倦怠问题,不论是对个人成长还是企业发展都具有较强的理论意义与实践意义。本研究聚焦于跨境电商客服职业倦怠的表现特征,通过深度访谈法与参与式观察法研究发现,跨境电商客服当前存在的职业倦怠表现主要可概括为基本性职业倦怠、归属性职业倦怠和发展性职业倦怠三类,并基于此分析探讨了造成跨境电商客服职业懈怠的个人因素与企业因素。最后从社会工作视角出发,提出预防性介入策略和治疗性介入策略,其中治疗性介入策略包括个案、家庭和小组三个层面,以期帮助跨境电商客服这一从业群体树立正确的工作认知,提升工作的幸福感与归属感,实现与企业的互利共赢,同时促进企业社会工作理论的完善和发展。With the vigorous development of global e-commerce, cross-border e-commerce customer service, as an important bridge connecting enterprises and international buyers, is increasingly experiencing the problem of job burnout in the repetitive and high-intensity work. Timely prevention, identification and intervention in the job burnout of cross-border e-commerce customer service are of great theoretical and practical significance for both personal growth and enterprise development. This study focuses on the manifestation characteristics of job burnout of cross-border e-commerce customer service. Through in-depth interviews and participatory observations, it is found that the current manifestations of job burnout of cross-border e-commerce customer service mainly can be summarized into three types: basic job burnout, attributed job burnout and developmental job burnout. Based on this, the personal and enterprise factors causing job burnout of cross-border e-commerce customer

关 键 词：跨境电商客服 职业倦怠 企业社会工作 社会工作介入 

分 类 号：F72[经济管理—产业经济]