Mối quan hệ giữa sự khiếm nhã và tình trạng kiệt quệ cảm xúc ở nhân viên tuyến đầu: Vai trò điều tiết của nhân tố tự tin năng lực bản thân
DOI:
https://doi.org/10.24311/jabes/2022.33.06.06Từ khóa:
Nhân viên tuyến đầu, Khiếm nhã nơi làm việc, Khiếm nhã từ cấp trên, Khiếm nhã từ khách hàng, Kiệt quệ cảm xúc, Tự tin năng lực bản thânTóm tắt
Nghiên cứu chỉ ra tác động tiêu cực của khiếm nhã công sở đến tâm lý của nhân viên tuyến đầu và khả năng điều tiết của sự tự tin năng lực bản thân như một giải pháp cho tác động trên. Nghiên cứu được thực hiện bằng phương pháp định lượng thông qua dữ liệu từ 316 nhân viên tuyến đầu trong lĩnh vực dịch vụ tài chính trên địa bàn Hà Nội bằng khảo sát trực tuyến. Dữ liệu thu thập được xử lý thông qua các bước phân tích độ tin cậy, phân tích khám phá nhân tố, phân tích khẳng định nhân tố, mô hình cấu trúc tuyến tính SEM, và phân tích hồi quy phân cấp cho tác động điều tiết. Các khuyến nghị như: Chính sách không khoan nhượng với khiếm nhã, và chương trình nâng cao tự tin năng lực cá nhân cho nhân viên được đưa ra.
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