阿里巴巴员工对人力资源外包服务质量满意度的研究.pdfVIP

阿里巴巴员工对人力资源外包服务质量满意度的研究 摘 要 人力资源外包作为一种新型的管理模式， 已经越来越受到众多企业的热捧和推荐。 但是由 于外包服务在中国起步较晚， 很多的实践理论都是借鉴国外的， 整个体系在企业运用时都 多少存在一定的问题。 作为外包服务商来说，服务质量的满意度就是衡量一个外包企业的 专业度和形象度。 然而影响服务质量满意度的因素有很多， 本文将通过调查问卷对具体的 服务项目展开来进行分析， 通过对服务质量感知理论的运用，将满意度与之结合来判定顾 客是否满意。 并运用量表将员工表达出来的看法以及感受通过分级的方式具体化出来， 直 观的去分析并结合相关人物的访谈记录，最终得到结果并提出解决的方案。 关键词：人力资源外包； 服务质量； 满意度 Abstract Humanresource outsourcing as a new management mode, has been more and more popular and recommended by many enterprises. However, due to the late start of outsourcing services in China, a lot of practice theory is borrowed from foreign countries, the entire system in the use of enterpr ises have a certain number of problems. As an outsourcing service provider, the satisfaction of service quality is a measure of the degree of professionali sm and image of an outsourcing company. However, the impact of service quality and satisfaction of many factors, the through the questionnaire survey on the specific services started to carry on the analysis, by applying the theory of service quality perception, satisfaction and the combination of to determine whether the customer satisfaction. And the use of the scale will be expres sed by the staff and feel the way through the classification of specific, intuitive to analyze and combine the re levant characters of the interview records, and finally get the results and put forward the solution. Keywords ：human resource Service Quality degree of satisfaction 目录 摘 要 III 一、绪论 3 （一）研究背景与意义 3 1. 研究背景 3 2. 研究的意义 3 ( 二 ) 研究的目的、内容与思路 4 1. 研究的目的 4 2. 研究的内容 4 3. 研究的思路 5 二、文献综述 5 （一）理论基础 5 1. 可感知服务质量理论 5 2. 顾客感知服务质量模型