面向制造业新生代员工工作满意度的服务设计研究

发布时间：2018-01-01 05:34

本文关键词：面向制造业新生代员工工作满意度的服务设计研究　出处：《北京信息科技大学》2017年硕士论文　论文类型：学位论文

【摘要】：中国制造业正在经历从低端到中高端的升级,而新生代员工高离职率的现状不利于制造企业的转型发展。为减少新生代员工离职倾向,本文以ERG理论(E-生存R-关系G-成长)为指导,从工作满意度出发,对制造业新生代员工服务设计进行研究。首先对新生代员工、工作满意度、服务设计研究现状进行梳理,采用情景观察、访谈、焦点小组等定性研究方法进行预调研,为编制适用于制造业操作岗员工的工作满意度问卷提供支持;将正式工作满意度问卷发放给制造业操作岗员工,对新生代员工的工作满意度现状及需求进行研究。然后,在用户研究的基础上建立高GNS(GrowthNeedStrength-成长需求强度)员工、低GNS员工角色模型;以服务设计思想为指导,结合角色模型特征提出针对两类员工工作满意度提升的服务设计策略。最后,对服务环境、利益相关者、员工服务流程进行梳理,并进行服务接触点构思;针对高GNS员工及低GNS员工设计七个服务模块,采用德尔菲法对服务模块进行评估,选择评价较好的模块进行组合并最终完成原型设计(加工大亨APP)及效果评估。本文的主要结论及成果如下:第一,对新生代员工的工作满意度现状及需求进行研究发现,从成长维度来看,其现状满意度显著低于前辈员工,而需求则显著高于前辈员工;从生存与关系维度来看,现状满意度不存在显著性差异,其需求显著低于前辈员工。第二,建立新生代员工工作满意度与生存、关系、成长三维度的回归模型,发现生存、成长维度对工作满意度的正向影响较大,关系维度则表现为负向影响。第三,制造企业操作岗新生代员工族群划分(高、低GNS员工),并提出相应提升工作满意度的服务设计策略和服务模块,并最终完成加工大亨APP原型设计。
[Abstract]:Chinese manufacturing industry is experiencing from low-end to high-end upgrade, transformation and development of the new generation of high staff turnover rate of the situation is not conducive to manufacturing enterprises. In order to reduce the generation of employee turnover intention, based on the theory of ERG (E- R- G- survival growth) as a guide, from the Perspective of job satisfaction, research on design and manufacturing industry the new generation of employees in service. Firstly, the new generation of employees, job satisfaction, combed the research status of service design, using situational observation, interviews, focus groups and other qualitative research methods for the pre survey, job satisfaction questionnaire for the preparation of suitable for manufacturing the operating staff support; job satisfaction questionnaire will be formally issued to the manufacturing operation post study on employees job satisfaction status and needs of the new generation of employees. Then, a high GNS based on User Research on (GrowthNeedStrength- growth need strength) Employees, low GNS staff role model; service idea, combined with the characteristics of role model put forward two kinds of service design strategy to enhance employee satisfaction. Finally, the service environment, stakeholders, employee service process, and service contact point conception; seven service module design for high GNS employees and low GNS employees, using Delphy Fa to assess the service module, the selection and evaluation of good combination of modules and finally completed the prototype design (processing and evaluation of tycoon APP). The main conclusions and achievements of this paper are as follows: first, the study found that job satisfaction status and needs of the new generation of employees, from the Perspective of its growth. Satisfaction was significantly lower than that of the senior members of the staff, while the demand is significantly higher than that of the senior members of the staff; from the survival and relationship dimension, satisfaction does not exist significant differences, the The demand was significantly lower than that of the senior members of the staff. In second, the establishment of the new generation of employees' job satisfaction and the relationship between survival, growth, regression model, three-dimensional survival, growth dimension positive impact on job satisfaction is greater, relationship dimension has negative effect. Third, manufacturing enterprises operating post new generation employees (high, low population division GNS, employees) and puts forward the service design strategy and service module corresponding to enhance job satisfaction, and ultimately complete the processing tycoon APP prototype design.

【学位授予单位】：北京信息科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F272.92;F424

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