【作者】 潘文珂；

【导师】 王怀明；

【作者基本信息】 山东大学 ， 工商管理（专业学位）， 2013， 硕士

【摘要】 在市场越来越完善的今天,企业对优质服务的关注也日益提高。如今,消费者在消费时更加注重产品的服务,一个企业的服务如何不仅关系到生产,更关系到生存。本文采用理论研究与实证分析相结合的方法,以CL公司山东省分公司电话服务中心(以下简称CL山东电话中心)一线话务代表为研究对象,采取访谈及观察的方法收集信息,通过对CL山东电话中心激励制度及方法的现状分析,根据激励理论、员工满意度理论等基本理论,运用激励体系设计的方法,研究如何在CL山东公司经营策略的指引下,对CL山东电话中心针对性地设计出一套有效调动、提高员工工作积极性的CL山东电话中心一线话务代表激励对策。本论文共分由5章内容构成。第1章绪论,主要介绍本文研究的背景、意义及研究对象、研究方法、论文的主要内容和创新点。第2章激励理论和员工满意度理论的文献综述,综合运用激励理论中的马斯洛的需要层次理论、赫兹伯格的双因素理论、弗鲁姆的期望理论、亚当斯公平理论及员工满意度理论等,从理论上阐述CL山东电话中心对一线话务代表进行激励的重要性和必要性。第3章CL山东电话中心话务代表工作现状与原因分析,介绍CL山东电话中心发展历程、组织结构及目前影响CL山东电话中心话务代表工作积极性的因素及现有的激励措施及效果,分析话务代表缺乏工作积极性带来的影响,为下一步设计激励对策打下基础。第4章CL山东电话中心激励对策,提出CL山东电话中心激励对策设计原则及总体设计思路,按照物质激励和精神激励相结合,建立多层次激励机制及实行差别激励的原则,结合CL山东电话中心实际情况,设计出可行的CL山东电话中心话务代表激励对策。第5章结论与展望,归纳总结本文的相关结论,指出本文的主要工作及结论还有待于进一步研究的问题。更多还原

【Abstract】 Nowadays,the market has become better and better, while enterprises’attention on service quality is also increasing. Today, consumers pay more attention in products services during their consumptions. The service of an enterprise relates to not only its production, but also its survival.In this paper, a combination of theoretical research and empirical analysis was used.The agent of CL Shandong Call Center (CLSDCC) represents as research object. Information was collected through interviews and observation. By analyzing status of CLSDCC’s incentive system and method, referring to basic theories like the theory of encouragement and the employee satisfaction theory, and using incentive system design, to research on how to design an efficient incentive program for CLSDCC. The incentive program should based on the business strategy of CL Shandong and be specific to CLSDCC.This paper is divided into five chapters. Chapter1is introduction thestudy’s background, meaning,object and main innovative points, and also its research methods and the main content. Chapter2is a general summery of works on incentive theory and employee satisfaction theory. It will explain the theoretical importance of motivating agents of CLSDCC by the integrated use of Maslow’s hierarchy of needs theory, Herzberg’s two-factor theory, Vroom’s expectancy theory, and Adams’Equity Theory and employee satisfaction theory.In Chapter3,work and status of CLSDCC will be discussed along with its development process and organizational structure. Factors that may affect the motivations of the agents will be analyzed and its negative impact will be showed. This could build the foundation for the designing of the incentive program. Chapter4suggests a new incentive program for CLSDCC, the program’s design principles and the overall design ideas will be proposed, which combines material incentives and mental stimulation,to create multi-level and differential incentives.A feasible incentive program should be consistent to CLSDCC’s actual situation. Chapter5is the conclusion and outlook of this essay. It will summarize the relevant conclusions of this article and point out questions that might require further study.更多还原