目 录摘 要....................................................................................................................IAbstract.....................................................................................................................II引 言...................................................................................................................11 文献综述................................................................................................................31.1 反生产行为...................................................................................................31.2 挑战-阻碍性压力..........................................................................................41.3 挑战-阻碍性压力与反生产行为的相关研究..............................................62 研究对象与方法....................................................................................................72.1 研究对象.......................................................................................................72.2 研究工具.......................................................................................................72.3 统计方法.......................................................................................................83 结果与分析............................................................................................................83.1 客服人员基本情况.......................................................................................83.2 挑战-阻碍性压力与反生产行为描述性分析..............................................93.3 挑战-阻碍性压力与反生产行为人口学特点分析....................................103.4 挑战-阻碍性压力与反生产行为的相关分析............................................154 讨论与展望..........................................................................................................154.1 讨论............................................................................................
