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论文编号：	1699
作者编号：	031742
上传时间：	2010/5/20 16:48:57
中文题目：	服务业工作场所暴力预防研究
英文题目：	service sector, workplace violence, human resource management, workplace violence prevention
指导老师：	谢晋宇
中文关键字：	服务业 工作场所暴力 人力资源管理 工作场所暴力预防
英文关键字：	service sector, workplace violence, human resource management, workplace violence prevention
中文摘要：	在理论上，国外对于工作场所暴力的研究已经开展了一段时间，取得了大量成果；而国内在工作场所暴力的学术研究上才刚刚起步，即使在一些研究中涉及到有关工作场所暴力的问题时，也是站在医学、教育学、犯罪学等学科的角度进行研究，所以站在管理学的角度研究最具代表性的服务业工作场所暴力本身就是一项创新。 在实践上，当今在世界范围内，工作场所暴力已经是一个十分普遍的社会安全问题，同时又更是组织问题，如果任其愈演愈烈或者不能有效预防，那么企业将遭受很大的损失，组织中的受害员工在心理、身体、经济等诸多方面也会受到利益的侵害。虽然各行业都不免遭受暴力的威胁，但通过研究发现，服务业更容易受到暴力的侵袭，因此展开对服务业工作场所暴力的预防研究。 本研究首先对研究背景和研究意义进行了阐述，并设计出研究框架。在第二章中首先回顾了工作场所暴力的相关理论，对于工作场所暴力的内涵、分类、暴力的作用对象双方特征进行了总结；然后对服务业工作场所暴力进行了界定，明确了研究范围和研究对象；接下来回顾了服务业人力资源管理理论，回顾其中的新服务管理学派理论并对一些服务业理论进行评述，最后总结了与工作场所暴力相关的法律，为企业制定预防工作场所暴力的相关政策明确了法律依据。 通过对已有研究的总结，并结合服务业自身特点，本研究在第三章的开始总结了当前我国服务业工作场所暴力的现状。当今服务业从业员工和公众越来越容易因被日常工作、生活所烦扰而做出愤怒的、暴力的行为，员工的行为方式也比以前有更多的攻击性。同时，他们也会受到更多的来自顾客的暴力攻击。接下来在第二节总结服务业工作场所暴力的后果，包括安全和健康方面的影响、经济影响、相关的其他影响，从而为进一步分析奠定基础。然后在第三节分析了服务业工作场所暴力产生的原因，包括社会因素、组织因素、个人因素三方面，并且这三个方面通过个体差异起作用。 当对服务业这一特殊行业的工作场所暴力的产生原因分析过后，在第四章首先总结了服务业工作场所暴力作用模型，然后进行了有针对性的对策研究。对策分析从人力资源管理战略和具体的人力资源管理政策两个层面展开，这些对策也形成服务型企业实际可操作的方法或措施。
英文摘要：	In foreign countries, there’s a period of time to study workplace violence, and there’re a lot of literature about it. In contrast, it’s a new area to study workplace violence in China. Although there’re related studies in other subjects, the research of workplace violence is in the perspective of medicine, education and criminology. So it’s new and creative to study workplace violence of the service sector in the perspective of management. Violence at work is a widespread but largely unrecognized social security problem. Workplace violence is not only social problem, but also organizational problem. If we don’t take effective measures, companies will meet with lager loss, and the employees who are the victims of violence will suffer more mentally and physically. Though every industry inevitably meets with the threaten of workplace violence, the service sector tend to be in higher risk. So this study is about the workplace violence in the service sector. Firstly, this study describes the context and intention of the research, and draws a frame. In the second chapter, there’s a review of the relative theory of workplace violence, and summarize the meaning, classification, and the objective of both parts of it. Define workplace violence in the service sector and make the research bound and object clear. Review the human resource management theories in service sector, and then summarize laws that are correlative to workplace violence. So the service organizations can establish violence-prevention policy legally. In the beginning of the third chapter, we summarize the character of workplace violence in the service sector in China. Nowadays, employees and the public have become more likely to engage in rage and violent acts when frustrated by everyday life. Employees themselves admit to behaving in a more aggressive manner in the workplace than they had in the past. At the same time, they also meet with more violence from customers. Workplace violence can result in bad effects, such as destroying employees’ health, economy loss and others. In order to eliminate or reduce these influences, we must know the causes of workplace violence. Causes of workplace violence may be classified as social factors, organizational factors and individual factors. And these factors act through individual diversity. The fourth chapter is the research to deal with workplace violence. At first, there’re function models of workplace violence in the service sector. And then, the prevention to workplace violence of the service sector is divided in two parts, which conclude the strategy of human resource management and human resource management policy.
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