随着“互联网+金融”理念和模式逐渐深入人心，各大银行利用互联网和智能 新技术，相继推出了智能服务机器人，期望能够扩大市场份额进而占领市场。但 随着智能服务机器人的应用，银行员工尤其一线员工的工作压力也逐渐增加，因 此，探索智能服务机器人应用背景下银行一线员工的工作压力，一方面能够调动 银行员工工作积极性，另一方面能够优化智能服务机器人的使用，这对于银行业 健康有序发展有着重要意义。 本文在研究过程中依托工作压力和银行员工压力的相关概念和理论，通过理 论描述和分析奠定本文研究的基础。在研究方法上，本文主要采用了文献综述法、 访谈法、问卷调查法、统计分析法，通过问卷调查收集了相关的数据，利用SPSS22.0 展开了分析。 本研究以智能服务机器人应用背景下，JZ银行一线员工工作压力状况以及压 力管理策略作为研究主题，以已经应用智能服务机器人的银行网点一线员工为研 究对象，在国内外压力源及压力管理相关理论的指导下，通过调查问卷和访谈的 方式分析和研究了银行一线员工面对智能服务机器人的压力状况，以及智能服务 机器人对其工作压力的影响，进而对压力源通过描述性统计分析、信度效度检验、 回归分析等方法进行分析解读，分析出智能服务机器人的应用在一定程度上增加 了银行一线员工的工作压力。最后，结合压力管理的相关理论，制定出适用于JZ 银行员工工作压力管理的策略，以期帮助该行结合自身特点，理性对待智能服务 机器人对银行服务的影响，推动JZ银行员工压力管理制度方面的建设与完善。 关键词：智能服务机器人银行一线员工工作压力 II Abstract Withtheconceptandmodeof"Internet+finance"graduallygainingpopularity, majorbanksgraduallyusetheInternetandintelligentnewtechnologytolaunch intelligentservicerobots,hopingtooccupythemarketandexpandtherelevantshare. However,withtheuseofintelligentservicerobots,thepressureofbankemployeesis graduallyincreasing.Therefore,exploringtheworkpressureofbankemployeesunder theAIenvironmentplaysanimportantroleinthedevelopmentofthebankingindustry. Ontheonehand,itcanmobilizetheenthusiasmofbankemployees,ontheotherhand, itcanoptimizetheuseofintelligentservicerobots. Intheprocessofresearch,thispaperreliesontherelatedconceptsandtheoriesof workpressureandbankemployeepressure,andlaysthefoundationofthisstudy throughthedescriptionandanalysisofthetheory.Intermsofresearchmethods,this papermainlyadoptsthemethodsofliteraturereview,interview,questionnairesurvey andstatisticalanalysis.Throughthequestionnairesurvey,relevantdataarecollected andanalyzedbySPSS22.0. Thisstudyfocusesontheimpactofintelligentservicerobotsontheworkstressof employeesinbankofJZandstressmanagementstrategies.Takingthebankemployees whohaveappliedtheintelligentservicerobottohandlebusinessastheresearchobject, undertheguidanceofdomesticandforeignpressuresourcesandrelatedtheoriesof pressuremanagement,thispaperanalyzesandstudiesthepressuresituationofthebank employeesfacingtheintelligentservicerobotandtheimpactoftheintelligentservice robotontheirworkpressurethroughquestionnaireandinterview,andthenmakes descriptivestatisticsonthepressuresourcesThroughanalysis,reliabilityandvalidity test,regressionanalysisandothermethods,itisfoundthattheapplicationofintelligent servicerobotincreasestheworkpressureofbankemployeestoacertainextent. Combinedwiththerelatedtheoryofstressmanagement,thepapermakesthestrategy suitableforJZbankemployees'workstressmanagement,inordertohelpthebankto rationallytreattheimpactofintelligentservicerobotsonbankservices,andpromotethe establishmentandimprovementofJZbankemployees'stressmanagementsystem. Keywords:SmartrobotBankemployeesworkingpressure III 目录 第一章绪论...............................................................................................1 1.1研究背景.....................................................................................................1 1.2研究的目的与意义.........................................................................................2 1.3研究的主要内容与方法.................................................................................3 1.3.1研究内容.................................................................................................................3 1.3.2研究方法.................................................................................................................4 1.3.3研究路线图.............................................................................................................5 第二章理论基础与文献综述...................................................................6 2.1工作压力概念及相关理论研究.....................................................................6 2.1.1工作压力相关理论研究.........................................................................................6 2.1.2银行行业压力源研究.............................................................................................7 2.2智能服务机器人概念及相关研究.................................................................8 2.2.1智能服务机器人的基本概念.................................................................................8 2.2.2智能服务机器人的特点.........................................................................................8 第三章JZ银行一线员工工作压力现状分析........................................10 3.1JZ银行智能服务机器人应用情况..............................................................10 3.1.1JZ银行简介..........................................................................................................10 3.1.2JZ银行智能服务机器人应用现状......................................................................10 3.2JZ银行一线员工工作压力现状..................................................................12 第四章智能服务机器人应用背景下一线员工工作压力状况............14 4.1访谈设计.......................................................................................................14 4.2访谈内容分析...............................................................................................14 4.3调查问卷设计...............................................................................................18 4.3.1OSI-R成熟量表及量表设计................................................................................18 4.3.2调查对象...............................................................................................................19 4.3.3预调研...................................................................................................................19 IV 4.3.4量表修正...............................................................................................................20 4.4数据分析.......................................................................................................20 4.4.1数据说明及概况...................................................................................................20 4.4.2描述性分析...........................................................................................................20 4.4.3信度分析...............................................................................................................21 4.4.4效度分析...............................................................................................................21 4.4.5相关性分析...........................................................................................................22 4.4.6探索性因子分析...................................................................................................25 4.4.7回归分析...............................................................................................................30 4.5数据分析结论...............................................................................................30 第五章员工压力管理对策.....................................................................32 5.1提升一线员工对智能服务机器人的认识...................................................32 5.1.1正确认识智能服务机器人背景下的压力...........................................................32 5.1.2优化办公环境，倡导有序竞争...........................................................................32 5.2制度建设缓解智能服务机器人下的员工压力...........................................33 5.2.1建立健全员工的职业发展机制...................................................