With the progress in building a service - oriented government, there are more and more service officials. They directly influence the government's efficiency and level of service. We have surreied 220 officials from Beijing municipal government by self - developed questionnaire, including the following factors as sense of worth of work. inner management, stress management. The paper makes the following conclusions: the service officials work with passive attitude because of unfair feeling and devious cognition, the feedback from higher officials seriously influence the attitude of the service officials.%窗口工作人员的心态和行为直接影响了政府的服务效率和公众形象。文章采用自编调查问卷的方式,从工作价值感、内部管理、压力管理这三个方面对北京某政府机关单位220名员工进行调查。结果表明:多数员工存在自我认知偏差,感觉受到的待遇不公平,不能以积极心态从事工作;同时管理者的正反馈偏少,也很大程度上影响着员工的心态。
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