IT业销售人员情绪劳动与其离职倾向的关系研究.pdfVIP

论文摘要 在经济危机的背景之下，市场疲软，顾客更为挑剔，本来就流动率很高 的销售人员现在面临的压力进一步增大。因此，为了有效保留销售人员，此 时研究销售人员的情绪劳动与离职倾向之间的关系具有很强的现实意义。本 研究重点关注的是IT业销售人员。 本研究进行了IT业销售人员的情绪劳动和离职倾向之间的探索性研究。 在充分的文献回顾的基础之上，使用情绪劳动量表和离职倾向量表对 124 名 被试进行了调查，并借助 SPSS11.5 等统计软件对 IT 业销售人员的情绪劳动 和离职倾向之间的关系进行了考察。研究的结果表明，IT业销售人员的情绪 劳动和其离职倾向之间显著正相关，情绪劳动可以有效解释销售人员的离职 倾向。而且，情绪劳动的两个子维度——表面行为和深度行为也和离职倾向 正相关。 另外，本研究还发现，和其他IT业销售人员相比，工作年限在半年以下 的销售人员无论是情绪劳动还是离职倾向水平都是最高的，这点值得管理者 重点关注。 关键词：情绪劳动；离职倾向；销售人员 Abstract As the global economy crisis arising from America grows stronger, the global market gets weaker and customers are much more captious than before and they are harder to satisfy. Those salesmen who have already shown a significant job turnover rate now are under much stronger pressure. So in order to keep those excellent salesmen from flying away, it is of interest to carry on a research in the relationships between their emotional labor and turnover tendency. And in this research, the focus is the salesmen from IT industry. In this article, I carry on an explorative study on the relationships between the level of the emotional labor and the tendency to turn over of salesmen in IT industry. After done a broad review of the literature on this subject, the researcher employs the tools of the scale of emotional labor and turnover tendency to test a sample of 124 salesmen in IT industry. And the results are analyzed by some statistic software such as the SPSS 10.5. The final outputs are really encouraging, and I find out that the emotional labor has a significantly positive correlation with turnover tendency and can be used to predict the variety of turnover tendency. What is more, the surface acting and deep acting, which are the two dimensionalities