识别知识型员工职场抱怨的成因，是进行有效抱怨管理的重要前提。通过两次问卷调查获取知识型员工样本，然后分别进行探索性和验证性因子分析，揭示了知识型员工职场抱怨成因的七个维度，分别是：人际关系（包括与领导关系和与同事关系两方面）、工作内容、管理规范化、职业发展、物理环境、工作负荷以及工作协作因素。其中人际关系因素的方差贡献率最高（占26.52%）；另外职业发展、工作负荷、工作内容、管理规范化因素是知识型员工职场抱怨成因中得分较高的因素。与国外员工职场抱怨的成因相比，职业发展、工作内容、管理规范化、工作协作是导致中国企业知识型员工抱怨的独特因素。最后结合研究发现，讨论了对中国企业员工职场抱怨管理的实践启示。

Identifying causes of knowledge workers’ complaints at workplace is essential for enterprises’ effective complaints management. This paper conducted exploratory and confirmatory factors analysis based on two surveys and exposited the seven dimensions of knowledge workers’ complaints causes. The seven dimensions are interpersonal relations factors (including relations with managers and with colleagues), job contents, management standardization, occupational developments, working conditions, work load and collaborations at workplace. Among them, interpersonal relation factors explained the maximum variance; and occupational developments, work load, job contents and management standardization are relative high-score causes for knowledge workers’ complaints. In contrast to causes of Western workers, occupational development, job contents, management standardization and collaborations at workplace are Chinese knowledge workers’ unique causes for complaining. Finally, implications for complaints management of knowledge workers were discussed.

F272.9

国家教育部人文社会科学研究青年基金项目“知识型员工职场抱怨的成因、影响及其管理策略研究”（项目编号：13YJC630035）