服务业售后人才流失描述.doc

目 录 摘要.…………………….……………………………………………………………..1 ABSTRACT…………………………………………………………………………..2 1.服务业售后人才流失的现状分析……………………………………1 1.1售后人才流失的特点………………………………………………1 1.2服务业企业对人才流失的态度……………………………………3 1.3服务业售后的机遇和挑战…………………………………………4 2.服务业售后人才流失的原因分析……………………………………5 2.1服务业售后工作孤立化…………………………………………5 2.2服务业管理制度无针对性………………………………………6 2.3服务业售后职业发展平台狭窄…………………………………8 3.服务业售后人才流失造成的后果分析………………………………9 3.1售后人才流失致使成本损失……………………………………9 3.2售后人才流失造成管理混乱……………………………………10 3.3售后人才流失导致企业文化被破坏………………………………10 3.4售后人才流失动摇客户忠诚度……………………………………11 3.5售后人才流失减缓售后发展速度……………………………………12 4.针对服务业售后人才流失问题的对策……………………………………13 4.1形成平等公正和谐的文化氛围，强调核心企业文化……………………13 4.2使企业管理制度人文化，领导者人格魅力化……………………………13 4.3深化售后职业发展渠道，给员工美好的憧憬……………………………14 4.4使离职员工资源化，好马也吃回头草……………………………………15 5.结论……………………………………………………………………15 参考文献……………………………………………………………………………6 致谢…………………………………………………………………………………7 服务业售后人才流失及对策 长沙医学院管理系08级工商管理本科 王珍玉 中文摘要 完善、快捷、高效的服务是公司获得稳定长足发展、占有更大市场的必经之路。随着科学技术的不断发展，竞争的愈演愈烈，人们越来越意识到售后成为产品价值延伸和企业形象树立的契机。然而由于售后行为之前并未受到企业的重视，其发展历史短，取得的成就颇少，致使缺失一个完善的行为体系，售后人才稀缺并高度流失。所以，鉴于售后的现状，服务业企业应当正视售后在企业中的地位，为售后的发展提供一个优越的环境，培养并集聚售后人才，为企业的发展创造一个无限的可能。 关键词：售后 服务业 人才流失 企业文化 发展渠道   After-sale brain flowing out Services industry and the possible Countermeasures Department of Business Administration, Changsha Medical University Zhenyu Wang Abstract A stable development and a greater market of the company always depends on the service that is comprehensive、convenience and efficiency. With the development of science, competition growing fast, people are increasing the awareness of after-sale becoming a moment to extend the value of product and establish the image of enterprise. However, because of the attention of after-sales have not been affected by the enterprise before, there is not a mature and perfect system in its short history. What’s more, it causes the talent run off seriously. Therefore, in view of the situation of after-sale,companies in service sector should promotethe position of aft