感情労働におけるスキルの形成と人材育成 : 損害保険業における損害サービス部門の事例

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In this paper, I clarify how employees who interact with customers develop the skills to manage their emotions and to cope with their stress. Employees who interact with customers often feel stress in relationship with customers. Therefore, it is important that employees develop skills to manage their emotions and to cope with their stress. Nonetheless, previous studies pay little attention to how employees develop their skills in the firms. This paper focuses on the skill development in the claims service department in general insurance company. To collect the data, I conducted interviews with employees and participant observation of induction course of general insurance company X. I interviewed seventeen employees. The interviews with each participant lasted 30-70 minutes. These interviews were recorded and transcribed. The induction course ran for 7 days. I participated in the induction course in a similar way as inductees. From this study, it was found that the employees develop their skills with experience. The inductees feel stress frequently. With experience, however, the employees have got to be able to cope with their stress. In this study, I identified two sources of stress. One is lack of knowledge about operations, and another is interaction with emotional customers. The inexperienced employees feel stress because they tend to think they don't have enough knowledge to deal with customers in an appropriate manner. The employees get to be able to avoid this type of stress by gaining enough knowledge. Meanwhile, another type of stress is avoided by dealing with customers with a favorable balance between customer's point of view and firm's point of view. The employees developed enough skills to be able to avoid extreme stress in three or four years. They experienced interactions with a huge variety of customers during the period.
2011-06-25

著者

佐藤秀典
東京大学ものづくり経営研究センター

感情労働におけるスキルの形成と人材育成 : 損害保険業における損害サービス部門の事例

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