旅游景区星级酒店一线服务人员工作压力与职业倦怠的关系——特质应对方式的调节作用

采用工作压力问卷、特质应对方式问卷和职业倦怠问卷对乐山市旅游景区星级酒店的98名一线服务人员进行调查研究,以考查三者的关系,以及特质应对方式在工作压力和职业倦怠间的调节作用.研究表明：（1）酒店一线服务人员的工作压力处于中等水平;习惯采用积极应对的方式;（2）职业倦怠与工作压力、消极应对呈正相关（r分别为0.72、0.66）,与积极应对呈负相关（r=-0.33）;工作压力与积极应对呈负相关（r=-0.33）,与消极应对呈正相关（r=0.50）;（3）分层线性回归分析表明工作压力对职业倦怠有正向预测作用,两种应对方式在工作压力与职业倦怠间的调节作用显著.结论：对于旅游酒店一线服务人员,应该多采用积极的应对策略来缓解工作压力所致的职业倦怠.

On the Relationship between Work Pressure and Job Burnout among Front-line Employees of Star-rated Hotels in Scenic Spots---Regulation Effect of Trait Coping Style

The Work Stress Questionnaire,Trait Coping Style Questionnaire（TCSQ）and Maslach Burnout Inventory-General Survey（MBI-GS）were used to investigate 98 front-line employees of star-rated hotels in Leshan.The purpose is to find out about the relationship among work stress,coping style and job burnout,and to test the regulation effect of coping style on work stress and job burnout.The results are shown as follows：①The front-line employees’work stress in the star-rated hotels was at the middle level,and they were more likely to use positive coping style;②Job burnout was positively related to work stress and negative coping style（r=0.72,r=0.66）,but negatively related to the positive coping style （r=-0.33）;Work stress was negatively related to positive coping style （r=-0.33）,but positively related to negative coping style（r=0.50）;③Hierar-chical linear regression analysis showed that job burnout was positively predicted by work stress,and two coping styles were found to have a significant regulating effect between work stress and job burnout.Conclusion：For frontline hotel employees more positive coping strategies rather than negative coping ones should be used to ease the job burnout resulted from work stress.