摘要
随着经济社会不断向前发展，社会竞争与行业竞争也愈加激烈，员工的工作压力
逐渐增加，员工的安全感不断降低，长期处于这种环境，工作倦怠现象频发。现代社
会中，基本每个行业都存在工作倦怠情况，工作倦怠在生理层面与心理层面均对员工
造成影响，对企业的效益和发展也造成不利的影响。
基于这种背景，笔者查阅相关资料，从国内外研究动态两部分，对工作倦怠文献
进行收集与整理。以曾经的行业老大，邮政速递物流公司为例子，进行工作倦怠问题
的调查研究。随着民营快递行业的冲击， Z县邮政速递物流公司的生存空间不断被挤
压，工作压力逐渐增大，其快递员的工作倦怠现象也越来越明显，对该公司 126名快
递员进行研究，采用问卷调查与访谈两种方法，通过对调查结果的分析统计， Z县邮
政速递物流公司快递员处于中度倦怠程度，其中工作倦怠总分为 3.95分，情绪衰竭平
均值 4.34、去个性化平均值 4.04、个人成就感降低平均值 3.56分。
通过问卷与访谈得到的结果进行归因，在个人因素层面，笔者认为存在工作与家
庭难兼顾、自身心理调节不足、个人规划不明晰的原因；在工作因素层面，存在工作
压力大、工作环境待改善、工作分工不明确的原因；在组织因素层面，存在薪酬制度
不完善、晋升渠道狭窄、公司关怀不足的原因；在社会因素层面，存在社会地位不
高、客户关系难处理的原因。
在解决对策方面，对应个人、工作、组织、社会四个因素，提出解决 Z县邮政速
递物流公司快递员工作倦怠问题的对策。在个人层面，提出平衡家庭生活、注重身心
健康、加强个人能力的对策；在工作层面，提出合理利用科技、改善工作环境、明确
职工职责的对策；在组织层面，提出改善薪酬制度、拓展晋升渠道、厚植公司文化的
对策；在社会层面，提出加强正面报道、出台监管政策的对策。
关键词：快递员；工作倦怠；员工管理
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ABSTRACT
With the continuous liberation of productivity and the continuous development of economy and
society, Social and industrial competition is becoming increasingly fierce. Employees are under increasing
pressure, and the employees' sense of security is decreasing. In this environment for a long time, job
burnout emerges as the times require. In modern society, job burnout exists in almost every industry. Job
burnout has an impact on employees at both physiological and psychological levels, and has a negative
impact on the efficiency and development of enterprises.
Based on this background, the author consults relevant information and collects the literature of
job burnout. This paper takes Postal Express Logistics Company ,the former industry leader , as an example
to investigate and study job burnout. Z County Postal Express Logistics Company is facing great pressure.
With the impact of the private express delivery industry, its living space is constantly squeezed and the
working pressure is gradually increasing. The job burnout of couriers is becoming more and more
obvious .This paper studies 126 couriers in Z County Postal Express Logistics Company and adopts
questionnaire survey and interview methods.Through analysis and statistics, the average total score of job
burnout of couriers in Z County Postal Express Logistics Company is 3.96 points, which is in a moderate
degree of burnout. The average of emotional exhaustion is 4.34, and the average of depersonalization is
4.04, and the average reduction of personal accomplishment is 3.56.
At the level of personal factors, the author believes that there are reasons for marriage, lack of
psychological adjustment and unclear personal planning. At the level of work factors, there are reasons for
high work pressure, working environment to be improved, and unclear division of work. At the level of
organizational factors, imperfect salary system, narrow promotion channels, insufficient enterprise care and
other reasons. At the level of social factors, there are reasons for low income and difficult handling of
customer relationship.
In terms of countermeasures, corresponding to personal, work, organization, social four factors,
this paper puts forward countermeasures to solve the problem of job burnout of couriers in Z County Postal
Express Logistics Company. At the individual level, this paper puts forward countermeasures to pay
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