企业基于服务导向的人力资源策略的研究.docVIP

毕业论文（设计） 题 目：企业基于服务导向的人力资源策略研究 系部名称： 经济管理系 专业班级： 工商072 学生姓名： 学 号： 201180414208 指导教师： 李雄 教师职称： 教 授 2013年5月26摘 要 服务质量是企业取得竞争优势的重要手段。但是“也有证据显示顾客对于整体服务质量感知有所下降,而且满意度降低”。 组织承诺和工作满意是一线服务员工重要的工作态度。一线服务员工的服务质量是顾客在服务接触过程中对服务员工态度和行为的总体评价。管理学文献中有一些关于员工态度与顾客感知关系的断言,即员工的积极工作态度将导致顾客对组织更高的忠诚和满意。 本文运用了图表与文字相结合的分析方法，以事实为基础,系统地阐述了服务导向的内涵、服务及服务质量的概念和特点以及基于服务导向的人力资源管理的特点，并对服务导向的人力资源管理的作用进行了分析，认为企业只有为员工提供一个很好的发展环境，才能获得员工忠诚，进而提出了企业人力资源管理存在的问题，得出企业基于服务导向的人力资源策略。 关键字：服务导向，人力资源管理，员工忠诚，策略 Research on Enterprise Human Resource Strategy Based on Service Oriented Abstract Service quality is enterprise important means to gain a competitive advantage。But the evidence also shows the customer for overall service quality perception declined，and satisfaction reduce 。Organizational commitment and job satisfaction is the first service employees important work attitude。First service employees in the service quality is customer service process on the service employees to contact the overall evaluation of attitudes and behaviors。 Some management literature about employee attitude and customer perception allegations that employees relationship of positive work attitude will lead to customers on the organization and the loyalty of higher satisfaction。 This paper use the chart and the method of combining text，Based on the fact and systematically expounds the connotation, service-oriented、services and service quality concept and characteristics,，and based on service oriented relationship and the characteristics of the human resource management，and to the service oriented human resources management effect are analyzed，Think the enterprise only offer a very good development environment and can obtain the employee loyalty。Then put forward enterprise human resources management problems based on service oriented，it is concluded that enterprises of human resource strategy。 Key words：Service Orientation Human Resource Management Staff Loyalty Strategy