Today, the Institute of Behavioural and Decision Science at HKU Business School (HKUBS), in collaboration with the Hong Kong Association for Customer Service Excellence (HKACE), released a study focusing on employee wellbeing and stress intervention. The findings show that employees at different levels face varying levels of stress. The study indicates that relying only on stress education is not very effective; companies need to implement targeted intervention measures.
The study involved 215 employees from member companies and focused on burnout and three types of stress: challenge stress, hindrance stress, and interpersonal stress. The findings revealed:
• Middle management generally experiences higher stress levels than non-manager employees.
• Targeted intervention strategies work differently depending on the employee’s level.
Mr. Derek Choi, Chairman of the HKACE, stated, “These findings are not just academic; they have practical value for our member companies. When businesses truly embrace and support their employees, they not only enhance service quality but also strengthen a culture of care, bringing deeper meaning to customer service.”
We are very grateful to all member companies for their active participation in this study, especially to Barbie, a representative from the Hong Kong Jockey Club’s Telephone Betting Department, who shared their practical experiences and insights today, allowing us to understand the practices of employee stress management from different perspectives.
We look forward to seeing more companies adopt these strategies to enhance employee welfare and productivity!
