建行兰州客服中心女性人力资源管理研究

发布时间：2017-12-28 20:29

本文关键词：建行兰州客服中心女性人力资源管理研究　出处：《兰州大学》2015年硕士论文　论文类型：学位论文

【摘要】：在现代商业社会中,服务质量的好坏往往决定一个企业的成败。而作为服务对象的客户更是在企业发展的过程中扮演着非常重要的角色,目前我们的许多企业都会倡导“以客户为中心”、“客户就是上帝”的服务理念,目的就是要搞好服务,维护好客户,以便能够持续性的创造利润。服务又是无形的,是看不见,摸不着的,在绝大多数情况下很难衡量服务本身的价值,它更多的是提供解决问题的方法和提升客户心理的满意度。服务的持续性、专业性和无形化的特点决定了企业需要有特定的部门来进行专门的管理,所以在企业达到一定规模后,一般都会建立客户服务中心来进行特定的客户服务工作。中国建设银行客服中心作为客户服务的载体,在经济发展中扮演着越来越重要的角色,而客服中心男女比例悬殊,女性在客服中心中占比80%以上,研究客服中心的女性人力资源管理对客服中心的发展会产生非常深远的影响。长期以来,受社会经济发展制约,女性职业生涯具有明显的特性,职业特点与男性区别较大,就业具有其鲜明的色彩,比如说婚姻因素、生育因素、教育因素、经济因素等对于女性职业发展具有较强冲击力,这些因素的影响在客服中心管理中更为凸显。面对女性独有需求特性和在社会经济生活中的多重角色,通过引入“性别”这个维度进行研究显得尤为迫切。本文以建行兰州客服中心为样本,围绕着长期激励效果有限、人员流失严重、针对性的管理措施不足这三个在客服中心中比较突出的问题进行论述,从理论实践中寻求其成因,并提出针对性的解决办法。最终规划出一套与女性员工特点相结合的人力资源管理路径,希望能为中国建设银行客服中心的管理提供相应的对策。
[Abstract]:In modern commercial society, the quality of service often determines the success or failure of an enterprise. As the service object is the client plays a very important role in the process of enterprise development, at present, many of our enterprises will promote "customer-centric", "customer is God" service concept, the purpose is to improve service, maintain good customer, in order to be able to create sustainable profits. Service is invisible, invisible and untouching. In most cases, it is difficult to measure the value of the service itself. It provides more ways to solve problems and enhance customer psychological satisfaction. The characteristics of continuity, professionalism and invisibility of service determine that enterprises need special departments to carry out specialized management. Therefore, after a certain scale of business, a customer service center will usually be established to carry out specific customer service. The carrier construction bank Chinese customer service center as a customer service, plays an increasingly important role in economic development, and the customer service center of proportion between men and women, women in the customer service center in the proportion of more than 80%, the development of female human resources management research service center of customer service center will have a far-reaching impact. For a long time, affected by the economic and social development constraints, female occupation career has obvious characteristics, occupation characteristics and the large difference between men, employment has its distinctive color, such as marriage factors, reproductive factors, educational factors, economic factors have strong impact on women's occupation development, the impact of these factors is more obvious in the customer service center management. In the face of the unique characteristics of women's needs and the multiple roles in social and economic life, it is particularly urgent to study by introducing the dimension of "sex". In this paper, the construction of the Lanzhou service center as a sample, around the long-term incentive effect, serious loss of personnel, the management measures of the three problems in the customer service center in the more prominent issues discussed, seeking the causes from theory and practice, and put forward specific solutions. Finally, a human resource management path combined with the characteristics of female employees is planned, hoping to provide corresponding countermeasures for the management of customer service center of China Construction Bank.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F272.92;F832.33

【参考文献】