【作者】 贾楠；

【导师】 丁宁；

【作者基本信息】 大连海事大学 ， 企业管理， 2011， 硕士

【摘要】 随着服务社会的发展和服务竞争的出现,商品经济活动中服务因素增多,服务的重要性也日益增加,服务项目层出不穷,这引起了经济的结构的变化。提及服务经济,有经济学家做了这样的解释：“如果审视一下商品经济活动中的各个部门,我们很容易发现任何一种服务都是商业或者服务生产系统中最核心的部分。无论购买什么产品(商品),它的成产或者制造成本绝对不会超过产品最终价格的20%至30%。但周到的服务和完善的送货系统成本却占到70%至80%。这意味着,一般工业中的服务只能成了关注的焦点和投资的重点”。这表明：服务经济并不是工业经济的对立面,它只不过是经济发展中一个更高的层次而已。在“人与人竞争”的社会中,服务行业的高层领导更应该关注与核心员工的关系,因为他们掌握着服务的精髓,拥有大量的人脉关系,是企业的命脉资源。留住本企业的核心员工已经成为了企业之间的较量。对此,预防和规避核心员工流失的是尤为重要的。然而,服务行业由于本身的特性,导致了核心员工会频繁的流动,这对于一个企业来讲是致命的。本文通过大量的文献查阅,了解和学习国内外有关于员工忠诚度的相关理论,结合实际实际情况分析并加以总结。本论文主要通过大连贵翔汽车修配厂为例,进行访谈和问卷式的调查分析服务行业核心员工忠诚度现状,核心员工忠诚度管理方面存在的主要问题,并具体提出了解决意见。通过研究表明,核心员工忠诚度是有企、员工自身、以及社会环境三个方面共同作用决定的。为了使服务型企业核心员工忠诚度持续稳定,本论文提出了增强服务型企业核心员工忠诚度的策略建议,其主要从薪酬管理、忠诚度管理、职业生涯管理三个方面进行论述。本论文的研究不仅丰富了有关忠诚度理论的研究,而且对于服务型企业改善核心员工忠诚度管理有着重要的借鉴意义。更多还原

【Abstract】 Along with the development of social services, service and competitive appear, the commodity economy activity service the importance of increasing, service factors was also increasing, the service project emerge in endlessly, this caused the economic structure changes. Mention service economy, some economists have done such explanation:"if you look at the commodity economy activities in various sectors, we can easily find any kind of service are commercial or service production system. No matter the most core part of buy what products (commodity), its into production or manufacturing costs would never exceed products final price of 20% to 30%. But considerate service and perfect delivery system costs have accounted for 70% to 80%. This means that only the service, general industrial became the focus of attention and investment point". This shows that:service economy is not the opposite of industrial economy, it is only in the economic development of a higher level of just.In the "human competition" society, senior leaders of service industry more should focus on the relationship with key employees, because they mastered the essence of service, has a great deal of connections, is the enterprise’s lifeblood resources.Keep this enterprise’s core staff has become the enterprise competition among the. To this, prevent and avoid the core staffs loss is particularly important. However, the service industry characteristics of itself, because led to core staff would frequent flow, this for a corporations is fatal.This article through extensive literature consult, understanding and learning and the related theory about employee loyalty, and combining with actual actual situation analysis and summarized. This thesis mainly through the dalian expensive car repair factory as an example, taixiang interview and questionnaire survey and analysis of the service sector core staff loyalty status, core staff loyalty management the existing problems, and puts forward some solutions to the specific opinions.Through the research shows that the core staff loyalty is a enterprise, employees itself, and social environment of mutual effect decides three aspects. In order to make service enterprise core staff loyalty, this paper puts forward a steady service-oriented enterprises to strengthen the core staff loyalty, its main advice from salary management, loyalty management, career management three are expounded. This paper not only enrich the relevant loyalty theoretical research, and to the service enterprises to improve the core staff loyalty management has important reference meanings.更多还原