目的:探讨企业客户服务人员工作压力、一般自我效能感与工作倦怠的关系。方法:采用问卷调查法对金融、物业、销售行业292名客户服务人员进行调查。结果:(1)工作压力与工作倦怠的玩世不恭和成就感低落2个维度显著正相关,一般自我效能感与工作倦怠的情绪衰竭、玩世不恭、成就感低落3个维度均显著负相关;(2)工作压力对女性的影响比男性大,男性的一般自我效能感显著高于女性;(3)未婚员工比已婚员工表现出更大的焦虑和忧郁,工作压力更大;(4)国有企业、民营企业、外资企业客服人员的工作压力依次增大;(5)一般自我效能感在工作压力与工作倦怠的关系中起到了中介作用。结论:工作压力越大,工作倦怠越严重,一般自我效能感在工作压力与工作倦怠的关系中起到了中介作用。Objective：To explore the relationship between occupational stress,general self-efficacy and job burnout of customer service representatives.Methods： A survey of 292 customer service representatives on the scale of occupational stress,general self-efficacy and job burnout.Results（： 1）Correlation analysis showed significantly positive correlation between occupational stress and cynicism,reduced personal accomplishment;and negative correlation between general self-efficacy and emotional exhaustion,cynicism,reduced personal accomplishment（.2）From a gender perspective,the impact of occupational stress on the females than the males,and male in general self-efficacy is significantly higher than females（.3）From a marital status perspective,unmarried representatives than married representatives to show more anxiety and depression,and unmarried representatives had more pressure（.4）Customer service representatives in State-owned enterprises,private enterprises,foreign were gradually increasing occupational stress（.5）General self-efficacy had mediation effect on the relation between occupational stress and job burnout.Conclusion： The higher the occupational stress,the more serious job burnout.General self-efficacy had mediation effect on the relation between occupational stress and job burnout
