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论文编号：	2240
作者编号：	041936
上传时间：	2010/5/26 14:34:14
中文题目：	基于平衡记分卡的企业利益相关者信任管理研究
英文题目：	A Study on Trust Management of Corporate Stakeholders: Based on Balance Scorecard
指导老师：	申光龍
中文关键字：	利益相关者；平衡记分卡；信任；信任管理
英文关键字：	Stakeholders; Balance Scorecard; Trust; Trust Management
中文摘要：	信任一词中国古来有之，但是近年来，随着改革开放和经济建设的进行，中国社会最缺乏也最需要信任。一份对中国社会的信用调查表明，当前中国社会中存在严重的信任危机，即使是在中国经营的跨国公司也不能豁免。网络时代的到来，使得企业的经营环境越来越复杂，经营管理过程中所涉及的利益相关者越来越多，如何处理与利益相关者之间的关系也变得越来越紧迫。 本研究在系统回顾国外学者对平衡记分卡理论，利益相关者理论以及信任管理论基本观点的基础上，分析了三个理论的结合点：把信任作为处理利益相关者之间关系的基本原则，以平衡记分卡作为管理和衡量信任的工具。提出了企业利益相关者信任管理体系，分析了利益相关者信任管理过程以及该过程中所涉及的主要因素与指标，同时也指出了此体系在执行过程中应注意的问题。 本文在平衡记分卡思想的基础上，从财务、客户、内部流程及学习创新角度对企业的主要利益相关者进行分类并分析各方面利益相关者所关注的主要利益，在此基础上构建了以平衡记分卡为工具的利益相关者信任管理指标体系，提出各方面的利益相关者的主要指标以及评估方法。 本研究把利益相关者的信任管理过程分为三个阶段：信任前阶段、信任过程阶段和信任结果阶段，明确了每一个阶段的主要内容，并将其与平衡记分卡的信任评价指标相结合，使整个管理过程更具有可操作性。这也为利益相关者信任管理的进一步研究提供了一种思路。 本文通过案例分析例证对利益相关者进行信任管理，进而建立持久的信任关系的重要意义，指出其为企业带来良好的声誉的同时，更可以为企业带来经济上的收益。
英文摘要：	The word trust existed in the archaic China. However with the economic construction and reforming & opening to the outside world, trust is the most needed thing in Chinese society recently. An investigation about the credit in Chinese society shows that trust crisis is very serious even in the MNC (MultiNational Corporation). With the coming of internet era, the environment which corporate faced is more and more complicated. There are more stakeholders which the corporate needs to take care. It is urgent to know how to manage the relationship with stakeholders. On the basis of reviewing existing theory about BSC (Balance Scorecard), Stakeholders and Trust management, this thesis take trust as basic principle to manage stakeholders relationship and use BSC tools to manage and measure trust. Then the thesis points the system of trust management among the corporate stakeholder. First, it analyzes the main features and index during the process of stakeholders’ trust management. At the same time, it points the problems should be noticed during fulfillment. Based on BSC, this thesis analyzes and catalogs main stakeholders from the angle of finance, customer, internal process and learning & innovation. Then it constructs an index system about stakeholders trust management which based on BSC and points out the chief index and how to measure. The thesis divides the trust management process into three phases which contains pre-trust, in-trust and after trust phase and points out the main content in each phase. It upgrades the operational of the whole process by combining BSC with this three phases. This also provides new thought for further research in trust management. Using trust as the principle and purpose of dealing with stakeholders relationship, it makes the corporate to manage the relation with stakeholders better and downgrade the uncertainty of environment. This thesis uses case study to justify the meaning to manage trust then build permanent relationship with stakeholders. It not only brings good credit but also brings interest in economic.
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