Liệu hy vọng có làm trung gian ảnh hưởng của căng thẳng công việc đến hiệu suất trong vai trò và ngoài vai trò của nhân viên ngân hàng tuyến đầu?
Tóm tắt
Mục đích của bài báo này là xem xét liệu hy vọng như một nguồn lực cá nhân có làm trung gian cho mối quan hệ giữa sự cạn kiệt nghề nghiệp và hiệu suất trong vai trò cũng như ngoài vai trò của các nhân viên ngân hàng tuyến đầu hay không.
Các nhân viên tuyến đầu của nhiều ngân hàng trên toàn Cộng hòa Bắc Cyprus Thổ Nhĩ Kỳ được chọn làm bối cảnh cho nghiên cứu này.
Kết quả của nghiên cứu cho thấy sự cạn kiệt nghề nghiệp có liên quan đáng kể đến hiệu suất trong vai trò và ngoài vai trò của nhân viên tuyến đầu, và hy vọng làm trung gian cho các mối quan hệ này.
Mặc dù sai lệch phương pháp chung dường như không phải là một mối đe dọa tiềm tàng đối với quy mô của các mối quan hệ, nhưng trong các nghiên cứu trong tương lai, việc sử dụng nhiều nguồn thông tin (ví dụ: dữ liệu hiệu suất từ quản lý hoặc khách hàng) sẽ hữu ích. Thêm vào đó, các nghiên cứu lặp lại giữa các nhân viên tuyến đầu ở các quốc gia khác sẽ mang lại lợi ích cho các kết luận chung hơn.
Ban quản lý ngân hàng nên xem xét các đặc điểm tính cách của từng cá nhân trong quá trình lựa chọn. Điều này rất quan trọng, vì hy vọng làm giảm tác động tiêu cực của sự cạn kiệt nghề nghiệp đối với kết quả hiệu suất. Ban quản lý cũng nên giữ lại những nhân viên có hy vọng cao, vì những nhân viên như vậy có thể tạo ra một môi trường làm việc tích cực và làm gương cho các đồng nghiệp có hy vọng thấp.
Nghiên cứu thực nghiệm trong tài liệu dịch vụ ngân hàng liên quan đến ảnh hưởng của hy vọng đến hiệu suất ngoài vai trò và hy vọng như một yếu tố trung gian ảnh hưởng của sự cạn kiệt nghề nghiệp đến hiệu suất trong vai trò và ngoài vai trò là rất hiếm. Vì vậy, nghiên cứu này đã đóng góp vào tài liệu trong dòng nghiên cứu này bằng cách điều tra các mối quan hệ đã nêu.
Từ khóa
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