Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch
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Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch
UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo Phat TaiEMOTIONAL EXHAUSTIONIN RETAIL OPERATIONAT BANK FOR INVESTMENTAND DE Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch EVELOPMENT OF VIETNAM- NORTH SAIGON BRANCHID:22140042MASTER OF BUSINESS ADMINISTRATIONSI PERVISOR: DR. PHAM PHV QUOCHo Chi Minh City-2017Executive summaryIn recent years. BIDV North Saigon brancli has showed some symptom of poor performance in retail banking operation in comparison with average of e Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch ntire BIDV system as well as with other branches in Ho Chi Minh City region. Through in-depth analysis and theory informed, •‘emotional exhaustion” waLuận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch
s identified as the main problem that leads to poor performance of retail operation in the branch. There are 3 causes considered to be reason for the UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo Phat TaiEMOTIONAL EXHAUSTIONIN RETAIL OPERATIONAT BANK FOR INVESTMENTAND DE Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch the branch and theories support, “coworker incivility” was appointed the main cause leading to the problem “emotional exhaustion” in retail operation. Four potential solutions was suggested and evaluated, two of them (Issuing Branch Code of Conduct and Setting up extracurricular activities) were sel Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch ected to solve the main problem “emotional exhaustion” to improve the performance of retail operation in BIDV North Saigon branch.1Table of contentExeLuận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch
cutive summary..............................................................1CHAPTER 1: PROBLEM IDENTIFICATION........................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo Phat TaiEMOTIONAL EXHAUSTIONIN RETAIL OPERATIONAT BANK FOR INVESTMENTAND DE Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch ......61.1.2.Retail banking overview:...........................................81.1.3.Symptoms:..........................................................91.2.Problem Identification................................................141.3.Problem definition............................................... Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch .....221.4.Problem existence.....................................................231.5.Importance of the problem-consequences and the validation......Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch
.......261.6.Causes of problem and the validation..................................28CHAPTER 2: SOLUTION..............................................UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo Phat TaiEMOTIONAL EXHAUSTIONIN RETAIL OPERATIONAT BANK FOR INVESTMENTAND DE Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch ...............362.3.Action Plan:..........................................................41References...................................................................45Appendix 1: Symptoms.........................................................50Appendix 2: Problem Identification:.............. Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch ............................54Appendix 3: Problem existence: (Question list from research of Maslach and Jackson, 1981):..............................Luận văn thạc sĩ UEH emotional exhaustion in retail operation at bank for investment and development of vietnam – north saigon branch
................................56Appendix 4: Problem importance and causes validation:........................59UNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo Phat TaiEMOTIONAL EXHAUSTIONIN RETAIL OPERATIONAT BANK FOR INVESTMENTAND DEUNIVERSITY OF ECONOMICS HO CHI MINH CITYInternational School of BusinessDo Phat TaiEMOTIONAL EXHAUSTIONIN RETAIL OPERATIONAT BANK FOR INVESTMENTAND DEGọi ngay
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