I 摘要 随着我国知识经济时代的到来，知识型员工在企业竞争中的作用日益突出，而知识型 员工由于身上的重担与压力，职业倦怠现象也越来越严重，其产生的负面影响也越来越被 人们所关注。知识型员工的职业倦怠如果没有及时得到有效的干预，不仅对知识型员工的 身心健康，而且对组织和社会都会产生不同程度的负面影响。本研究以组织行为学和人力 资源管理理论为指导，以 WH 集团知识型员工为研究对象，采用 CMBI 通用量表，通过“职 业倦怠情况调查问卷”和“职业倦怠产生原因”两个调查问卷以及面对面访谈的方式，在 深入调查研究 WH 集团知识型员工职业倦怠的表现形式及 WH 集团目前在人力资源管理方面 存在的主要问题后，从个体、组织和社会三个层面探究 WH 集团知识型员工在职业倦怠三 个维度：情感衰竭、去人格化、成就感降低等方面的影响因素，并针对 WH 集团的现实情 况及存在问题，从个体、组织和社会三个层面有针对性地提出有效干预措施，旨在帮助 WH 集团知识型员工有效预防和缓解因职业倦怠产生的种种消极影响，走出倦怠的阴影，并为 WH 集团人才发展战略提供参考。同时也希望为存在同样问题的企业提供实证与理论借鉴。 关键词：知识型员工 职业倦怠 成因探析 干预措施研究Abstract II Abstract With the coming of the era of knowledge economy in China,he role of knowledge economy in enterprise competition has become increasingly prominent,and because of the heave burden and pressure on knowledge employees the phenomenon of job burnout has become more and more serious,and the negative impact has become more and more popular.If the burnout of knowledge employees is not effectively interned in time,it will not be relieved for a long time under the shadow of job burnout.It will not only affect the physical and mental health of knowledge employees,but also have negative effects on organizations and society.Guided by the theory of organizational behavior and human resource management ,this study used WH Groups’ knowledge employees as the research object and adopted the MBI General Questionnaire of Job burnout and the Questionnaire of the reason of job burnout.After the deep study of the problems of WH Group and the state of knowledge employees’ job burnout,the article explored the influence factors of job burnout in three dimensions of emotional exhaustion 、 depersonalization 、 decreased achievementof knowledge employees form three levels of individual,organization and society.In view of the reality and existing problems of WH Group,the effective intervention measures were put forward from three levels of individual,organization and society.Aiming at helping the knowledge employees of WH Group effectively prevent and alleviate job burnout. All kinds of effects of burnout,out of the shadow of burnout,and provide a reference for WH Group’s development strategy.At the same time,we hope to provide empirical and theoretical reference for enterprises with the same problems. Key words: knowledge employees job burnout study of causes study of countermeasures目 录 目 录 摘要..............................................................................................................................................I Abstract.......................................................................................................................................II 第 1 章 绪论.................................................................................................................................1 1.1 研究背景..........................................................................................................................1 1.2 研究目的和意义..........................................................................................................2 1.2.1 研究目的..................................................................................................................2 1.2.2 研究意义..................................................................................................................3 1.3 研究内容与方法..............................................................................................................3 1.3.1 研究内容..................................................................................................................3 1.3.2 研究方法..................................................................................................................4 1.4 创新点与技术路线..........................................................................................................5 1.4.1 创新点..................................................................................................................... 5 1.4.2 技术路线................................................................................................................. 5 第 2 章 知识型员工职业倦怠的相关理论概述...................................................................7 2.1 知识型员工相关概述......................................................................................................7 2.1.1 知识型员工的概念..................................................................................................7 2.1.2 知识型员工的特点..................................................................................................7 2.2 职业倦怠相关概述..........................................................................................................9 2.2.1 职业倦怠的概念......................................................................................................9 2.2.2 国内外理论综述......................................................................................................9 2.2.3 职业倦怠测量........................................................................................................11 2.3 本章小结........................................................................................................................13 第 3 章 WH 集团知识型员工职业倦怠实证分析..................................................................... 15 3.1 公司简介....................................................................................................................... 15 3.1.1 集团概况............................................................................................................... 15 3.1.2 组织机构............................................................................................................... 15 3.1.3 员工构成............................................................................................................... 16 3.1.4 知识型员工界定....................................................................................................17 3.2 职业倦怠现状调研........................................................................................................18 3.2.1 调查问卷及访谈提纲设计....................................................................................19目 录 3.2.2 编制职业倦怠量表................................................................................................20 3.2.3 研究样本选择....................................................................................................... 21 3.3 调查结果的数据分析................................................................................................. 22 3.3.1 调查问卷数据统计结果........................................................................................22 3.3.2 调查问卷计分情况................................................................................................24 3.3.3 调查问卷诊断标准................................................................................................24 3.4 职业倦怠现状分析........................................................................................................25 3.4.1 不同维度的分析....................................................................................................25 3.4.2 存在问题................................................................................................................27 3.5 本章小结........................................................................................................................28 第 4 章 WH 集团知识型员工职业倦怠的成因探析...........................