【作者】 许聪；

【导师】 袁勇志；

【作者基本信息】 苏州大学 ， 工商管理（专业学位）， 2013， 硕士

【摘要】 在经济飞速发展的今天，几乎所有的企业正在将越来越多的目光关注到客户价值体验的课题上来。而卓越的客户价值体验，除了需要企业可以提供人性化、且具有创新性的产品以外，还必须配备一流的客户服务团队，从而才能实现为客户创造前所未有的价值体验。针对企业产品或者服务的特点，为满足客户需求，相当比例的客户服务活动需要现场服务员工前往客户现场进行客户服务的工作。人才是企业组织的灵魂，是企业发展的基础。建立有效的人才激励机制，并完成相关的激励管理工作，是运用人才，发挥人才作用的重要条件。企业现场服务员工的管理是企业对客户服务管理过程中的重点和难点。现场服务员工的激励水平会直接影响客户感知服务质量，从而影响客户整体价值体验。任何已经拥有现场服务员工的企业都有必要投入更多的精力，来关注现场服务员工的激励状况和问题。本文主要采用了理论结合实践的研究方法，并同时运用了其他一系列的科学理论与研究方式。试图通过科学的理论和方法，结合A公司现场服务员工实际激励情况，分析A公司现场服务员工目前激励过程中的不足和问题，并最终提供有建设性和具有可操作性的激励改善方案。希望通过本文的研究，为A公司以及其他类似企业对现场服务员工的有效激励研究提供经验和启示。同时，也希望可以为其他相关岗位员工的激励机制与措施的完善提供有价值的参考和借鉴。更多还原

【Abstract】 Nowadays, with economic rapid development, almost all of the enterprises are payingmore and more attention to the subject of customer value experience. And excellent customervalue experience requires enterprise provide besides humanity, innovative products, and mustequip with first-class customer service team, to create unprecedented opportunity for customer.According to the characteristics of the enterprise product or service, in order to meetcustomer’s demand, a significant proportion of customer service activities require field servicestaff dispatch to customer site for customer service work.Talent is the soul of enterprise organization, is the foundation of enterprise development.To establish an effective incentive mechanism of talents, and achieve related incentivemanagement are the important factor for applying talents, exerting the function of talents.Management of enterprise field service staff is the important and difficult point of customerservice management procedure for enterprise. Incentive levels of field service staff will affectcustomer perceived service quality directly, then affect customer integral value experience.Any enterprises which have owned field service staff are necessary to put more energy, to paymore attention to the status and problems of field service staff incentive.The paper mainly adopts the research methods of integrating theory with practice, and at thesame time applies the other a series of scientific theory and research methods. Try to through thescientific theory and method, combine with actual incentive status of A company’s field servicestaff, analysis shortages and problems in the incentive progress of A company’s field service staff,and finally provide constructive and operable incentive improvement scheme.It is hoped that the paper can provide experience and enlightenment of the effectiveincentive research for A company and other similar enterprises. In the meantime, it’s hopedthat the paper can provide valuable reference for perfecting other related staff incentivemechanism and measures.更多还原