情绪管理干预对催收员工工作投入的影响研究

Abstract

Against the backdrop of a downturn in the macroeconomy and the expansion of non-performing assets in financial institutions, the importance of the debt collection industry has become increasingly prominent. However, company X’s frontline collection staff exhibit a high turnover rate, with emotional issues having a significant impact. This study explores, through two experiments, the impact mechanism of emotional management intervention on frontline collection staff’s work engagement. The experiments found that positive emotional management interventions, by adjusting emotional regulation strategies in specific emotional scenarios, can reduce emotional exhaustion and improve positive work engagement. The empirical results support the positive impact of emotional management intervention on work engagement and clarify the mediating role of customer ambiguity tolerance and emotional exhaustion. The study indicates that Y company’s collection staff are generally young and experience emotional exhaustion easily, with weak emotional management ability, which significantly impacts work engagement. This study provides valuable insights for practical management in financial services enterprises and proposes that companies should focus on employees emotional adjustment strategies, implement targeted emotional management, and continuously optimize intervention methods.

Date of Award	27 May 2025
Original language	Chinese (Simplified)
Awarding Institution	China Europe International Business School
Supervisor	Katherine Rong Xin (Supervisor) & Ho Kwong Kwan (Supervisor)