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中文摘要：
由于联络中心的工作性质的难易、工作时间的紧凑度、工作时间的长短、员工工作的热情度以及谨慎度等都有差异，若所有的员工均获完全相同的福利和工资，必然会引起一些员工的反对，从而导致其整体工作效率的降低。但也不能因此过分奖励某些员工，这其中就存在着福利分配方面的公平性原则。由此可见，一套合理的奖惩制度和工资制度等都是不可或缺的。本文以一些具体工作内容为例，具体分析公平性原则在联络中心人员分配问题上的应用。
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