城市社区工作者作为我国社区治理的主要力量，在落实党的政策、服务群众、强化基层治理等方面发挥了巨大作用，尤其是在此次抗击新型冠状病毒肺炎期间，社区工作者发挥的作用得到了社会各方肯定。然而，城市社区工作者较高的离职率导致这支队伍极不稳定，给我国社区治理带来了不利影响。已有的研究强调提高薪资待遇解决离职率高的问题，但在乌鲁木齐市，在提高薪资待遇的前提下，社区工作者离职率仍然较高，队伍依然不稳定。因此，本文对情绪劳动、繁文缛节、公共服务动机对社区工作者离职意愿的影响作用展开研究，以期找到降低社区工作者离职意愿，稳定这只队伍的方法，为加强我国社区治理提供参考借鉴。本研究依据工作要求—资源理论，提出研究假设和分析框架。以乌鲁木齐市J区为例，通过问卷调查法收集数据，运用多层级回归分析法分析数据。本研究表明，在控制性别、年龄和工作年限的影响后，社区工作者情绪劳动、繁文缛节对其离职意愿有显著正向影响。社区工作者在工作过程中需要付出大量情绪劳动，应对工作中的繁文缛节，这些都可以导致社区工作者产生情绪耗竭，进而产生离职意愿。情绪耗竭在社区工作者情绪劳动、繁文缛节与离职意愿的关系之间发挥了中介作用。研究发现，公共服务动机对情绪劳动和繁文缛节对离职意愿的影响有调节作用。社区工作者公共服务动机的强弱，对其感知情绪劳动和繁文缛节程度有不同的影响。公共服务动机强的社区工作者，对情绪劳动和繁文缛节感受越不明显，越不容易产生情绪耗竭，从而降低了离职意愿的产生。针对上述结论，本研究提出采取加强社区工作者能力培训、营造担当作为工作氛围、减少督查检查、推进社区工作者职业化建设等措施降低社区工作者离职意愿。
As the main force of community governance in China, urban community workers have played a great role in implementing the party's policies, serving the masses and strengthening grass-roots governance. However, the high turnover rate of urban community workers leads to the instability of this team, which has a negative impact on community governance in China. The existing research emphasizes improving the salary to solve the problem of high turnover rate, but in Urumqi, under the condition of improving the salary, the turnover rate of community workers is still high, and the team is still unstable. Therefore, this paper studies the influence of emotional labor, red tape and public service motivation on the turnover intention of community workers, in order to find ways to reduce the turnover rate of community workers and provide reference for strengthening community governance in China.Based on the work requirement resource theory, this study puts forward the research hypothesis and analysis framework. Taking J District of Urumqi City as an example, the data were collected by means of network questionnaire survey. A total of 631 community workers were collected. This study uses multilevel regression analysis to analyze the data collected to test the impact of emotional labor, red tape and public service motivation on turnover intention.This study shows that emotional labor and red tape of community work have a significant positive impact on the turnover intention of community workers. Emotional labor and red tape will lead to emotional exhaustion and turnover intention of community workers. Emotional exhaustion plays a mediating role in the relationship between emotional labor, red tape and turnover intention of community workers. Community workers who are eager to serve residents and get along with residents show lower emotional exhaustion and lower turnover intention in the face of emotional labor and red tape. This shows that public service motivation can weaken the impact of emotional labor and red tape on emotional exhaustion, and can also weaken the impact of emotional labor and red tape on turnover intention. Public service motivation plays a moderating role between emotional labor, red tape and emotional exhaustion, and between emotional labor, red tape and turnover intention.In view of the above findings, this study proposes to reduce the turnover intention of community workers from four aspects. In terms of political incentives, it is suggested to strengthen the selection and use of community secretaries and directors; continue to broaden the promotion channels of community cadres on the staff; smooth the growth path of community non staff on the staff; improve the proportion of outstanding members in the annual assessment; and improve the honor recognition system. In terms of work support, it is suggested to strengthen education and training, implement fault tolerance and error correction mechanism, and reduce the burden of community workers. In terms of salary guarantee, it is suggested to increase the salary, implement the daily welfare, and do a good job of union sympathy. In terms of life security, it is suggested to improve the physical examination system; strengthen care and assistance; smooth communication channels; care about the mental health of cadres; enrich the cultural and sports activities of community workers.
