【正文】 唐 山 學(xué) 院 畢 業(yè) 論 文 論文題目： 銷售人員工作倦怠的成因及對策研究 系 別： 經(jīng)濟管理系 班 級： 07 市場營銷（ 1）班 姓 名： （ 4070525133） 指 導(dǎo) 教 師： 2 0 1 1 年 6 月 銷售人員工作倦怠的成因及對策研究 摘要 近年來，由于工作壓力逐漸增加，工作倦怠已成為職場普遍存在的現(xiàn)象，然而，國內(nèi)外現(xiàn)有研究大多限于一 般性服務(wù)行業(yè)，對銷售人員工作倦怠的研究則很少見。銷售人員出現(xiàn)工作倦怠不利于他們的身心健康和職業(yè)發(fā)展，對企業(yè)的發(fā)展也構(gòu)成了一定的威脅 本文在借鑒國內(nèi)外研究成果的基礎(chǔ)上，通過對銷售人員的工作狀況進行問卷調(diào)查，搜集并整理相關(guān)數(shù)據(jù)，認識到工作倦怠在年齡、性別、受教育程度方面存在差異，銷售人員總體上存在較嚴(yán)重的工作倦怠，同時，工作倦怠所包括的情緒疲憊、非人格化、成就感三個維度都比較高，這種嚴(yán)重的工作倦怠會導(dǎo)致銷售人員工作效率的降低。從理論和實踐兩方面探究銷售人員的工作倦怠，分析銷售人員工作倦怠的成因，從個體層面和組織 層面對銷售人員工作倦怠提出了預(yù)防和干預(yù)措施，并提出了相應(yīng)的對策建議。 關(guān)鍵詞：銷售人員；工作倦?。讳N售特性；組織層面；個體層面 Research on the strategies and causes of Sales personnel job burnout Abstract In recent years, due to the work pressure increasing gradually, job burnout has bee a mon phenomenon. However, existing research mostly is confined to the general service industry of sales personnel job burnout at home and abroad. The research on sales personnel job burnout is very rarely. Sales personal burnout is harmful to their healthy and career development. In some extent, it has threaten the development of enterprise. In this paper, on the basis of research on sales personnel at home and abroad, it collects and anizes related data by doing questionnaire about sales personnel job burnout. It realizes differences in job burnout, age, gender, education level. sales staff exists serious job burnout in general. At the same time, job burnout mainly includes mood exhaustion, impersonal, the sense of achievement. The serious job burnout of sales staff will lead to the decrease of efficiency. This article researches sales personnel job burnout in two aspects of theory and practice, analysis the causes of sales personnel job burnout. it will put forward some respective some measures and suggestions basing on analysis for sales personnel job burnout from perspective of individual and anization. Keywords: sales personnel。 Job burnout。 Emotional exhaustion。 Prevention。 Intervention 目錄 1 引言 ................................................................................................................................... 1 2 銷售人員工作倦怠的相關(guān)概念 ............................................................................................ 2 工作倦怠的定義 ........................................................................................................ 2 工作倦怠的本質(zhì) ........................................................................................................ 2 工作倦怠的影響因素 ................................................................................................. 3 工作態(tài)度 ......................................................................................................... 3 工作資源 ......................................................................................................... 3 工作特性 ......................................................................................................... 3 公平感 ............................................................................................................ 3 組織特征 ......................................................................................................... 4 銷售人員的相關(guān)概念 ................................................................................................. 4 銷售人員的概念與分類 .................................................................................... 4 銷售人員的群體特點 ....................................................................................... 4 銷售工作的特性 ........................................................................................................ 5 進入壁壘較低 .................................................................................................. 5 在銷售中需要情感的導(dǎo)入 ................................................................................ 5 需要把握銷售中的機會 .................................................................................... 5 3 銷售人員工作倦怠調(diào)查方案設(shè)計 ......................................................................................... 6 調(diào)查問卷設(shè)計 ........................................................................................................... 6 調(diào)查對象 .................................................................................................................. 6 調(diào)查方法 .................................................................................................................. 6 數(shù)據(jù)處理方法 ........................................................................................................... 6 調(diào)查結(jié)果 ....................................................................................................