毕业论文企业基于服务导向的人力资源策略研究.doc

毕业论文（设计）题 目： 系部名称： 经济管理系 专业班级： 学生姓名： 学 号： 指导教师： 教师职称： 2013年月 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 rientation Human Resource Management Staff Loyalty Strategy 目 录 1 引 言 1 1.1 研究的背景 1 1.2 研究的意义 1 2 服务导向的人力资源管理相关知识 2 2.1 人力资源管理的内涵 2 2.2 服务导向的人力资源管理的内涵 2 2.3 服务的概念及特点 2 2.4 服务导向人力资源管理的特点 2 2.4.1 管理与服务并重，以服务为主 2 2.4.2 关注客户需要 3 2.4.3 员工参与管理 3 2.4.4 形成了人力资源管理的新准则 3 3 服务导向的人力资源管理作用分析 5 3.1 逐步提升企业绩效 5 3.2 满足市场竞争的需要，增强企业竞争力 5 3.3 满足员工自身发展的需要 6 3.4 人力资本得到提升 6 4 现今人力资源管理存在的主要问题 7 4.1 忽视了对企业服务营销策略的制定与实施 7 4.2 没有真正树立“以人为本”的管理观念 7 4.3 忽视对人力资源的开发和培训 7 4.3.1 认识不到位 7 4.3.2 缺乏科学性 7 4.3.3 缺乏充足