本文關鍵詞：建行蘭州客服中心女性人力資源管理研究　出處：《蘭州大學》2015年碩士論文　論文類型：學位論文

  更多相關文章： 女性 員工流失 人力資源管理

【摘要】：在現(xiàn)代商業(yè)社會中,服務質(zhì)量的好壞往往決定一個企業(yè)的成敗。而作為服務對象的客戶更是在企業(yè)發(fā)展的過程中扮演著非常重要的角色,目前我們的許多企業(yè)都會倡導“以客戶為中心”、“客戶就是上帝”的服務理念,目的就是要搞好服務,維護好客戶,以便能夠持續(xù)性的創(chuàng)造利潤。服務又是無形的,是看不見,摸不著的,在絕大多數(shù)情況下很難衡量服務本身的價值,它更多的是提供解決問題的方法和提升客戶心理的滿意度。服務的持續(xù)性、專業(yè)性和無形化的特點決定了企業(yè)需要有特定的部門來進行專門的管理,所以在企業(yè)達到一定規(guī)模后,一般都會建立客戶服務中心來進行特定的客戶服務工作。中國建設銀行客服中心作為客戶服務的載體,在經(jīng)濟發(fā)展中扮演著越來越重要的角色,而客服中心男女比例懸殊,女性在客服中心中占比80%以上,研究客服中心的女性人力資源管理對客服中心的發(fā)展會產(chǎn)生非常深遠的影響。長期以來,受社會經(jīng)濟發(fā)展制約,女性職業(yè)生涯具有明顯的特性,職業(yè)特點與男性區(qū)別較大,就業(yè)具有其鮮明的色彩,比如說婚姻因素、生育因素、教育因素、經(jīng)濟因素等對于女性職業(yè)發(fā)展具有較強沖擊力,這些因素的影響在客服中心管理中更為凸顯。面對女性獨有需求特性和在社會經(jīng)濟生活中的多重角色,通過引入“性別”這個維度進行研究顯得尤為迫切。本文以建行蘭州客服中心為樣本,圍繞著長期激勵效果有限、人員流失嚴重、針對性的管理措施不足這三個在客服中心中比較突出的問題進行論述,從理論實踐中尋求其成因,并提出針對性的解決辦法。最終規(guī)劃出一套與女性員工特點相結合的人力資源管理路徑,希望能為中國建設銀行客服中心的管理提供相應的對策。
[Abstract]:In modern commercial society, the quality of service often determines the success or failure of an enterprise. As the service object is the client plays a very important role in the process of enterprise development, at present, many of our enterprises will promote "customer-centric", "customer is God" service concept, the purpose is to improve service, maintain good customer, in order to be able to create sustainable profits. Service is invisible, invisible and untouching. In most cases, it is difficult to measure the value of the service itself. It provides more ways to solve problems and enhance customer psychological satisfaction. The characteristics of continuity, professionalism and invisibility of service determine that enterprises need special departments to carry out specialized management. Therefore, after a certain scale of business, a customer service center will usually be established to carry out specific customer service. The carrier construction bank Chinese customer service center as a customer service, plays an increasingly important role in economic development, and the customer service center of proportion between men and women, women in the customer service center in the proportion of more than 80%, the development of female human resources management research service center of customer service center will have a far-reaching impact. For a long time, affected by the economic and social development constraints, female occupation career has obvious characteristics, occupation characteristics and the large difference between men, employment has its distinctive color, such as marriage factors, reproductive factors, educational factors, economic factors have strong impact on women's occupation development, the impact of these factors is more obvious in the customer service center management. In the face of the unique characteristics of women's needs and the multiple roles in social and economic life, it is particularly urgent to study by introducing the dimension of "sex". In this paper, the construction of the Lanzhou service center as a sample, around the long-term incentive effect, serious loss of personnel, the management measures of the three problems in the customer service center in the more prominent issues discussed, seeking the causes from theory and practice, and put forward specific solutions. Finally, a human resource management path combined with the characteristics of female employees is planned, hoping to provide corresponding countermeasures for the management of customer service center of China Construction Bank.
【學位授予單位】：蘭州大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F272.92;F832.33

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