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论文编号：	6570
作者编号：	2120122663
上传时间：	2014/6/19 0:05:17
中文题目：	企业人力资源服务供应商服务质量评价指标体系研究
英文题目：	Research of Quality of Service Evaluation System of Enterprise HR Service Suppliers
指导老师：	刘俊振
中文关键字：	人力资源服务供应商；服务质量评价；指标体系；层次分析法
英文关键字：	Human Resource Service Supplier; Service Quality Evaluation; Indicator System; AHP
中文摘要：	人力资源服务业方兴未艾，在市场需求的拉动和国家政府的推动下，中国人力资源服务业更是发展迅速并已初具规模。然而，中国的人力资源服务业企业数量多、规模小，产品同质化、低端化，服务质量和组织结构均有待优化，因此，从服务产品、服务质量和服务标准方面的规范化研究和实践探索，是中国人力资源服务业赢得国际核心竞争力的关键所在。 本研究旨在通过文献综述、深度访谈和层次分析法，构建企业人力资源服务供应商服务质量评价指标体系，并结合企业资源与市场定位的差异性，提出对应的服务竞争战略和质量改进策略。一方面，在理论上为人力资源服务业服务质量评价的相关学术研究，提供了理论数据积累和未来研究借鉴；另一方面，在实践上为人力资源服务供应商服务质量评价，提供了操作性较强的指标体系，针对性较强的服务竞争战略以及借鉴性较强的服务质量改进策略。 首先，通过文献研究法，结合中国人力资源服务供应商特征，构建出中国情境下的，基于客户感知的人力资源服务供应商服务质量评价模型。其次，选取与人力资源服务供应商合作较成熟、规模较大的大中型企业为样本，通过对客户企业的资深HR经理等进行深度访谈，运用内容分析法对人力资源服务供应商的服务质量评价模型进行修正，并运用德尔菲法和层次分析法，计算各评价指标的权重系数，从而构建起基于顾客感知的企业人力资源服务供应商服务质量评价指标体系。最后，根据客户-供应商服务质量感知差距模型，构建了供应商服务质量感知差距-价值诊断模型，以便测评供应商的服务质量整体水平及问题原因，然后根据供应商企业的资源优势和市场定位，提出相应的服务竞争战略，进而提出服务质量改进策略。 经研究得出的企业人力资源服务供应商服务质量评价指标体系，包括6个一级指标和21个二级指标，各指标按其重要性程度排序如下：一级指标即，可靠性（0.286），安全性（0.246），设计性（0.237），响应性（0.116），移情性（0.079），有形性（0.037）；二级指标即，准时履约（0.127），财务安全（0.109），信息安全（0.109），短期功能（0.105），可操作性（0.086），战略效益（0.071），及时回应（0.051），专业真诚（0.049），服务稳定性（0.048），易获得性（0.035），员工胜任（0.032），主动服务（0.032），垄断危机（0.028），个性化关怀（0.026），沟通性强（0.019），增值服务（0.017），呈报材料（0.016），知名度（0.016），关系经营（0.013），工具设施（0.006），员工仪容（0.005）。 本研究的章节设置大致如下： 论文的第一章，主要介绍了本论文的研究背景、研究目的及研究思路。 论文的第二章，主要对人力资源服务供应商、服务质量及其评价相关文献进行综述，就相关概念界定、内容阐述和评价模型等进行总结与评述。 本论文的第三章，主要通过人力资源服务供应商服务质量评价相关的指标进行文献梳理，结合中国人力资源服务供应商的特点，对服务质量评价模型进行设计。然后，选取与人力资源服务供应商合作较成熟的典型客户企业进行访谈，并通过访谈内容的编码、分类及总结，对模型进行修正，得出企业人力资源服务供应商服务质量评价的递阶层次结构。 本论文的第四章，主要是构建同层次指标关于上层指标的两两比较判断矩阵，并根据判断矩阵计算各指标对于服务质量的总排序权重，并进行一致性检验，进一步完善企业人力资源服务供应商服务质量评价指标体系。 本论文的第五章，主要是根据企业人力资源服务供应商服务质量评价指标体系，提出人力资源服务供应商服务质量感知差距-价值诊断模型，进而提出人力资源服务企业的服务竞争战略和服务质量改进策略。 本论文的第六章，为结论部分，总结本文的研究成果，探讨研究启示，并进一步分析研究不足与展望。
英文摘要：	Human resource service industry is in the ascendant. Under the driven of the state governments and the promoting of market demand, Chinese HR is developing rapidly and has begun to take shape. However, the present situation of human resource service industry in China is of small scale, product homogeneity and low-end. The quality of service and organizational structure are to be optimized, therefore, the study and standardization exploration of the service product, service quality and service standards is the key international for China human resource service industry to win the core competitiveness. This study was designed by literature review, in-depth interviews and AHP to build the service quality evaluation index system of corporate human resources services suppliers. And then combined with enterprise resources and market positioning, put forward the competitive strategy and quality improvement strategies. On the one hand, in theory, providing a theoretical study of data accumulation and future reference to evaluate the quality of human resource service suppliers related academic research; On the other hand, in the practice of service quality evaluation of human resource service suppliers, providing an operational strong indicator system,and the basis for improved quality of service. At last, puting forward a series of competitive strategy and service quality improvement strategies. First, combined with features of China's human resource service suppliers, through literature research to build service quality evaluation model in the Chinese context, based on customer perception of human resource service suppliers. Secondly, selecting enterprises which is large-scale, medium-sized and coopertating with human resource service suppliers more mature as samples. Through in-depth interviews to the senior HR managers, using content analysis service quality evaluation correction model of human resource service suppliers. And then using Delphi and AHP method to calculate the weight of each evaluation index, to build up service quality evaluation system of human resource service suppliers based customer perception. Finally, according to the customer-supplier service quality perception gap model, building the perception of gap-value diagnostic model. Through the overall evaluation of the level of quality of service suppliers and considering the resource advantage and market positioning of suppliers, to propose corresponding service competitive strategy, then to put forward to the quality improvement strategies of service policy. The service quality evaluation system of human resource service suppliers including 6 first-level indicators and 21 secondary indicators. The indicators and the weighting factors are as follows: index level right weight coefficient is Reliability (0.286), Security (0.246), Design (0.237), Responsiveness (0.116), Empathy (0.079), Tangibles (0.037); two indicators that Punctual Performance (0.127), Financial Security (0.109), Information Security (0.109), Short-term Function (0.105), Maneuverability (0.086), Strategic Benefits (0.071), Timely Response (0.051), Professional and Sincere (.049), Service Stability (0.048), Easy (0.035), Staff Competent (0.032), Active Service (0.032), Monopoly Crisis (0.028), Personal Care (0.026), Communication and Strongness (0.019), Value-added Services (0.017), Presentation Material (0.016), Awareness (0.016), Relationship (0.013), Tools and Facilities (0.006), Staff Appearance (0.005). Chapters seting of this study are as follows: The first chapter of the paper is to introduce the research background, purpose and research ideas. The second chapter of the paper is literature research and theoretical review. Analyzing human resource service suppliers, service quality and its evaluation related literature review. The relevant definition, content elaboration and evaluation model were summarized and reviewed. The third chapter of this thesis, mainly through carding related literature of the service quality evaluation of human resource service supplier to design service quality evaluation model, combined with Chinese human resource service supplier characteristics. Then, selecting representative professional HR which is cooperative with HR service suppliers to interview. At last, through encoding and analyzing the content of interview to modify the model, to derive the hierarchical secondary structure of service quality evaluation of human resource service supplier. Chapter IV of this paper is mainly builing indicators pairwise comparison judgment matrix on the same upper level indicators.And judgment matrix based on the indicators for quality of service total order weight and consistency test, to further improve the service quality evaluation index system of corporate human resource service suppliers . The fifth chapter of this thesis is primarily based on service quality evaluation system of enterprise human resource service suppliers to propose human resource service business services competitive strategy and service quality improvement strategies . Chapter VI of this thesis is the conclusion. Summarizing results of this study, exploring the revelation of the study and further analysis of the lack of research and outlook.
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