MBA学位论文
作者：李薇薇
兰州农商银行柜员情绪管理问题及应对策略研究
兰州农商银行柜员情绪管理问题及应对策略研究
中文摘要
兰州农商银行于 2015年改制成立，是甘肃省的一家地方性银行，在成立以
来一直以服务伴您身旁的理念发展业务，提高企业核心竞争力，所以对柜员窗口
服务质量要求很高。近年来，由于市场竞争加剧，不良资产逐渐增加，企业内部
转型变革等诸多问题，兰州农商银行临柜人员在工作时的情绪受到各类因素的影
响变得起伏不定，导致工作积极性不高、工作热情不足等诸多问题，给企业形象、
工资绩效等带来负面影响，影响企业长远发展，虽然企业尝试有效管理柜员情绪，
但是效果不明显。
本文以兰州农商银行柜员情绪管理为研究对象，基于情绪管理相关理论，通
过问卷调查与访谈，分析了柜员情绪管理的现状，总结了存在的问题，包括：企
业现行情绪管理制度过于刚性化；管理者对柜员的情绪管理缺乏足够重视；柜员
缺乏被检查后的服务提升；企业缺乏针对柜员情绪管理的相关培训。并深入剖析
了问题存在的原因，包括：柜员经常释放消极情绪，无法激发积极情绪；柜员个
体情绪管理能力缺失；管理者对柜员消极情绪管理导致的结果处理方式单一；管
理者对情绪管理认识不足。
针对存在的问题，利用情绪管理的理论并结合银行实际提出了应对策略，包
括：通过提高柜员情绪觉察能力，提高柜员自身情绪管理技巧，加强柜员心理辅
导，培养柜员良好工作心态，企业情绪管理培训体系的构建，完善情绪管理制度，
情绪管理文化氛围的塑造，提高管理者对情绪管理的重视程度的方式，优化柜员
情绪管理的应对策略，并提出应对策略实施时的保障措施。使银行更加重视柜员
的情绪管理，进而促使柜员提供更好更高质量的服务，让柜员愉悦工作的同时创
造出更大的价值。
关键词：农商银行，银行柜员，情绪管理，应对策略
II
MBA学位论文
作者：李薇薇
兰州农商银行柜员情绪管理问题及应对策略研究
STUDY ON EMOTIONAL MANAGEMENT PROBLEMS
AND COPING STRAREGIES OF TELLER IN
LANZHOU RURAL COMMERCIAL BANK
COMMERCIAL BANK
Abstract
Lanzhou Rural Commercial Bank was restructured and established in 2015. It is
a local bank in Gansu Province. Since its establishment, Lanzhou Rural Commercial
Bank has been developing business with the concept of service beside you and
improving the core competitiveness of enterprises, so it has high requirements for the
service quality of teller Windows. In recent years, due to the market competition
intensifies, the bad assets increase gradually, enterprise internal transformation
change many problems, such as Lanzhou Rural Commercial Bank’s tellers staff
emotions under the influence of various factors at work become volatile, lead to job
enthusiasm is not high, lack of enthusiasm, and many other issues, to the enterprise
image, performance have a negative impact of wages, affect the enterprise long-term
development, Although enterprises try to effectively manage the emotions of tellers,
the effect is not obvious.
This paper takes the emotion management of the teller in Lanzhou Rural
Commercial Bank as the research object. Based on the related theory of emotion
management, through questionnaire survey and interview, it analyzes the current
situation of the emotion management of the teller and summarizes the existing
problems, including: the current enterprise emotion management system is too rigid;
Managers do not pay enough attention to the emotional management of the teller; The
teller lacks the service improvement after being inspected; Enterprises lack relevant
training for the emotion management of tellers. And in-depth analysis of the reasons
for the existence of the problem, including: tellers often release negative emotions,
unable to stimulate positive emotions; The lack of individual emotional management
ability of the teller; Managers have a single way to deal with the results caused by
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MBA学位论文
作者：李薇薇
兰州农商银行柜员情绪管理问题及应对策略研究
negative emotion management of the teller; Managers have insufficient understanding
of emotion management.
In view of the existing problems, strategies are proposed based on the theory of
emotion management and the practice of the bank, including: By raising the teller
emotional awareness, improve oneself mood teller management skills, strengthen the
teller psychological guidance, cultivating good work attitude, teller building
enterprise emotional management training mechanism, improve the enterprise the
current emotion management system, create a good working atmosphere of enterprise,
improve the management level of attention to the emotion management, optimize the
teller emotion management strategy, And put forward the safeguard measures for the
implementation of coping strategies. So that the bank pays more attention to the
emotion management of the teller, and then urges the teller to provide better and
higher quality service, so that the teller can work happily and create greater value.
Keywords: Rural commercial bank，bank teller, emotion management, coping
strategies
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