本文關(guān)鍵詞：建設(shè)銀行柜員心理契約狀況實(shí)證分析與對(duì)策　出處：《吉林大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 心理契約 銀行服務(wù)質(zhì)量 人力資源管理

【摘要】：2001年中國(guó)加入世貿(mào)組織后促進(jìn)了我國(guó)金融市場(chǎng)的體制大變革，市場(chǎng)變得更加活躍和開(kāi)放，隨之而來(lái)的是更加激烈的競(jìng)爭(zhēng)。國(guó)內(nèi)的幾大商業(yè)銀行不僅要內(nèi)部競(jìng)爭(zhēng)，還要和外資銀行、投資銀行、外國(guó)金融機(jī)構(gòu)等搶市場(chǎng)份額。競(jìng)爭(zhēng)日趨激烈的大環(huán)境下，產(chǎn)品和服務(wù)的的質(zhì)量及水平?jīng)Q定了商業(yè)銀行的競(jìng)爭(zhēng)力強(qiáng)弱。產(chǎn)品和服務(wù)的質(zhì)量越高，銀行才更能在競(jìng)爭(zhēng)中占據(jù)優(yōu)勢(shì)，服務(wù)質(zhì)量和水平理所當(dāng)然的成為核心競(jìng)爭(zhēng)指標(biāo)。 在市場(chǎng)上，銀行和各種金融機(jī)構(gòu)之間的競(jìng)爭(zhēng)無(wú)處不在，這些機(jī)構(gòu)的員工是創(chuàng)造價(jià)值和提供服務(wù)的載體，銀行企業(yè)在激烈的競(jìng)爭(zhēng)中將何去何存，很大的程度上取決于這些員工。那些擁有著更具有奉獻(xiàn)態(tài)度，更加有效率的，更加有責(zé)任感，更加有使命感員工的銀行才更有機(jī)會(huì)在競(jìng)爭(zhēng)中脫穎而出，而商業(yè)銀行的員工和組織之間心理契約的實(shí)現(xiàn)程度很大程度上決定了他們的有效工作與否，和有沒(méi)有責(zé)任感、忠誠(chéng)心。 柜員在銀行中身處一線業(yè)務(wù)操作崗位，是銀行數(shù)量最多的員工類型，盡管在銀行最基層，但他們直接面向客戶，為客戶提供各種金融服務(wù)，是銀行與客戶之間的紐帶，因此他們?cè)谡麄�(gè)銀行的營(yíng)銷活動(dòng)中起著決定性的作用。本文正是在這樣的背景下，，理論與實(shí)證研究相結(jié)合，探討建設(shè)銀行柜員心理契約實(shí)現(xiàn)程度對(duì)銀行發(fā)展和服務(wù)提升的聯(lián)系，為銀行人力資源管理提供一些有益的幫助。 本文通過(guò)吉大圖書(shū)館及網(wǎng)絡(luò)數(shù)據(jù)庫(kù)平臺(tái)收集了絕大部分論文所需的相關(guān)資料，通過(guò)回顧心理契約相關(guān)理論，在現(xiàn)有研究的基礎(chǔ)上，編制調(diào)查問(wèn)卷，選擇合適的樣本進(jìn)行調(diào)查，并對(duì)收集到的數(shù)據(jù)運(yùn)用科學(xué)軟件SPSS進(jìn)行分析。通過(guò)探討研究結(jié)果提出了一些建議。 首先通過(guò)對(duì)員工心理契約相關(guān)理論進(jìn)行介紹、梳理，對(duì)建設(shè)銀行的服務(wù)現(xiàn)狀和發(fā)展現(xiàn)狀進(jìn)行描述和分析，并用員工心理契約量表對(duì)建設(shè)銀行一線柜員進(jìn)行調(diào)查，發(fā)現(xiàn)了在提升服務(wù)質(zhì)量具有關(guān)鍵影響力的一線員工心理契約實(shí)現(xiàn)狀況中存在的問(wèn)題：一是柜員認(rèn)為銀行在心理契約三個(gè)維度上的有關(guān)承諾和實(shí)際情況之間的差距由大到小依次為：發(fā)展維度、交易維度、關(guān)系維度；二是建設(shè)銀行一線柜員的心理契約實(shí)現(xiàn)程度一般。得分較低的四項(xiàng)分別為“公司為我制定職業(yè)生涯規(guī)劃”、“公司為我提供廣闊的發(fā)展空間”、“我的工作具有挑戰(zhàn)性”和“在工作中我有機(jī)會(huì)參與決策”。 其次，通過(guò)對(duì)建設(shè)銀行一線柜員心理契約實(shí)現(xiàn)狀況的分析，提出部分改善柜員心理契約實(shí)現(xiàn)狀況，進(jìn)而有助于提升建設(shè)銀行服務(wù)質(zhì)量的具體措施，包括： 建立科學(xué)人才招聘培養(yǎng)體系。建設(shè)銀行一線柜員認(rèn)為銀行在心理契約發(fā)展維度上的有關(guān)承諾和實(shí)際情況之間的差距最大，并集中表現(xiàn)為在“公司為我制定職業(yè)生涯規(guī)劃”、“公司為我提供廣闊的發(fā)展空間”兩項(xiàng)上得分最低。為了保證柜員能夠很長(zhǎng)時(shí)期內(nèi)忠誠(chéng)的為企業(yè)發(fā)展服務(wù),避免伴隨著企業(yè)的發(fā)展而內(nèi)部人心離散,建立合理的柜員招聘選用及培訓(xùn)體系至關(guān)重要。 制定合理的柜員服務(wù)質(zhì)量考核標(biāo)準(zhǔn)。服務(wù)質(zhì)量考核標(biāo)準(zhǔn)定義是柜員為客戶服務(wù)的時(shí)候所采取的服務(wù)標(biāo)準(zhǔn)，這個(gè)標(biāo)準(zhǔn)必須做到盡可能量化并且能考核。這個(gè)標(biāo)準(zhǔn)是不是科學(xué)，是不是得到大部分柜員的認(rèn)同，將會(huì)影響柜員對(duì)這個(gè)標(biāo)準(zhǔn)的執(zhí)行，進(jìn)而影響服務(wù)的質(zhì)量，直接影響客戶的接受服務(wù)過(guò)程中的體驗(yàn)。因此，必須制定科學(xué)合理的服務(wù)質(zhì)量考核標(biāo)準(zhǔn)。 必須使得激勵(lì)方式有效。只有認(rèn)識(shí)柜員的特定需要才有可能有效實(shí)施心理契約管理。建設(shè)銀行根據(jù)柜員的不同層次需求來(lái)設(shè)計(jì)包括薪酬激勵(lì)、工作與成果激勵(lì)等不同的激勵(lì)手段，并且采用不同的激勵(lì)方式來(lái)滿足員工的需求，驅(qū)動(dòng)員工采取公司期望的方式回報(bào)組織，以這種方式來(lái)實(shí)施心理契約管理。 決策更多的讓柜員參與。牽涉到分工業(yè)務(wù)以及利益直接相關(guān)的一些諸如獎(jiǎng)勵(lì)方案、績(jī)效分配等的決策讓柜員參與，讓員工感受到企業(yè)對(duì)他們的信任和尊重，調(diào)動(dòng)員工工作的積極性，使員工更加努力實(shí)現(xiàn)工作目標(biāo)并且投入到工作中。
[Abstract]:In 2001 China joined WTO after promoting the reform of China's financial market system, the market has become more active and open, it is more and more fierce competition. Several major domestic commercial banks should not only internal competition, and foreign banks, investment banks, foreign financial institutions to grab market share in the fierce competition environment. Next, product and service quality and determines the level of commercial bank competitiveness. The higher the quality of products and services, the bank can only occupy the advantage in the competition, the quality and level of service behoove becomes the core competitiveness.
In the market, between the bank and the various financial institutions competition everywhere, these institutions staff is the carrier of value creation and service, the bank enterprise in fierce competition where to go, largely depends on these employees. Those with more dedication attitude, more efficient, more sense of responsibility, sense of mission staff more banks that more opportunities and talent shows itself in the competition between commercial bank employees and organizational psychological contract implementation largely determines their work effectively or not, and there is no sense of responsibility and loyalty.
In the first post operation teller in the bank, the bank is the largest number of employees in the bank type, although the most basic level, but they directly to customers, to provide various financial services for customers, is the link between banks and customers, so they in the bank's marketing activities play a decisive role. This article is in under this background, the theory and empirical research, to explore the construction of the bank teller psychological contract realization degree of bank development and enhance the service, provide some useful help for the human resource management of the bank.
Relevant information through the network database platform and Jilin University library collected most of the necessary, through the review of psychological contract theory, on the basis of existing research, questionnaire, selecting appropriate samples were investigated, and the data collected for analysis SPSS with scientific software. Through the study of results is presented. Some suggestions.
Based on employee psychological contract theory are introduced, combing, describe and analyze the status quo and development status quo of the construction of the bank service, and carries on the investigation to the construction bank teller line with employee psychological contract scale, found in the employee psychological contract has key influence to improve the service quality of existing problems in a: is that between the bank teller in the three dimensions of psychological contract on the relevant commitments and the actual situation of the gap in descending order: development dimension, transaction dimension, relationship dimensions of psychological contract; two is a construction bank teller line realization degree. Lower scores of four were "for my company establish the occupation career planning", "the company offered me a broad space for development", "my work is challenging" and "at work I have the opportunity to participate in decision-making.
Secondly, through the analysis of the implementation status of psychological contract of teller in the Construction Bank, we put forward the partial improvement of the psychological contract of the teller, and then help to improve the service quality of the Construction Bank.
The establishment of scientific talent recruitment and training system. Construction bank teller line between banks in the development of psychological contract dimensions of the relevant commitments and the actual situation of the biggest difference, and focus on the performance of I make the occupation career planning "for the company," the company offered me a broad space for development "the lowest score on the two items. In order to guarantee the teller can the very long term loyalty for business development services, avoid with the development of enterprises and the people inside the discrete, it is important to establish reasonable recruitment selection and teller training system.
Teller to develop service quality assessment standards. A reasonable assessment of the quality of service standard is defined when the teller service for the customer the service standards, this standard must be quantified as far as possible and assessment. This standard is not scientific, is not the most teller teller of this identity, will affect the implementation of standards, quality and effect the service, directly affect the customer acceptance of service in the process of experience. Therefore, must establish a scientific and reasonable assessment of the quality of service standards.
We must make effective incentive way. Only knowing the specific needs of the teller can be effective implementation of psychological contract management. According to the different needs of the construction bank teller to design including the work and achievements of salary incentive, incentive and so different, and adopt different incentive ways to meet the needs of employees, organize employees to take the company return drive the expectations of the way, in this way, the implementation of psychological contract management.
The decision more involved. Let teller involves the division of labour and is directly related to the interests of some such as incentives, performance allocation decisions for teller participation, let the staff feel the enterprises for their trust and respect, to mobilize the enthusiasm of employees, so that employees work harder to achieve goals and put to work.

【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F272.92;F832.3

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 胡興旺;對(duì)知識(shí)型員工工作滿意度的實(shí)證研究[J];企業(yè)活力;2005年11期

2 熊勇清;屈雅丹;;心理契約與員工滿意度關(guān)系的實(shí)證研究[J];企業(yè)技術(shù)開(kāi)發(fā);2007年01期

3 吳美華;;論知識(shí)員工的滿意度與心理契約的機(jī)制[J];生產(chǎn)力研究;2007年07期

4 于梁;羅珍;;知識(shí)型員工心理契約違背及其干預(yù)對(duì)策[J];商場(chǎng)現(xiàn)代化;2007年07期

5 周鵬飛;;心理契約視角下的企業(yè)知識(shí)型員工管理策略探析[J];商場(chǎng)現(xiàn)代化;2007年08期

6 李云;;知識(shí)型員工心理契約的維系研究[J];商場(chǎng)現(xiàn)代化;2008年24期

7 趙慧軍;中關(guān)村科技園區(qū)企業(yè)員工離職行為的探析[J];首都經(jīng)濟(jì)貿(mào)易大學(xué)學(xué)報(bào);2004年03期

8 龔會(huì);;心理契約及其與工作滿意度的關(guān)系初探[J];社會(huì)心理科學(xué);2006年02期

9 翁林戈;;基于心理契約的知識(shí)型員工管理策略[J];現(xiàn)代管理科學(xué);2007年03期

10 陳加州,凌文輇,方俐洛;企業(yè)員工心理契約的結(jié)構(gòu)維度[J];心理學(xué)報(bào);2003年03期

相關(guān)碩士學(xué)位論文 前1條

1 張亞男;基于心理契約的知識(shí)型員工激勵(lì)問(wèn)題研究[D];山東大學(xué);2007年

本文編號(hào)：1359582