南航乘务人力资源现状及对服务影响的分析

发布时间：2018-05-21 09:22

本文选题：南航 + 人力资源　；参考：《吉林大学》2013年硕士论文

【摘要】：改革开放以来，我国国民经济快速发展，人民收入水平也显著上升，与此同时，我国民航业也面临极为有利的发展环境，近几年更是实现了井喷式的增长。在此期间，南航把握住了发展契机，取得了一系列令人瞩目的成绩。但在取得成绩的同时，南航内部也有一些隐忧和不足，在乘务人力资源管理方面的表现尤为明显。带着对这些问题的思考，笔者通过阅读研究大量文献，在前人研究的基础之上，撰写了这篇关于南航乘务人力资源现状及对服务影响的分析这篇论文。本文主要就当前南航乘务人力资源现状进行分析，详细阐述了南航所面临的人力资源问题，并深入探讨了这些问题给南航带来的负面影响，最后给出了解决问题的几点建议。全文共分以下五个部分：第一部分为绪论，这一部分主要介绍了本文的研究背景、研究意义、人力资源管理理论综述、研究内容和方法。研究背景概括分析了南航当前所面临的内外部环境，对其业内地位、业绩成果做了简单描述；研究意义和研究方法等方面主要是参考当前民航业发展的特殊性，根据其典型特征选择有针对性的研究办法；理论综述部分内容相对较多，主要是总结前人的研究成果，对国内外著名学者的相关理论做了概括总结。第二部分主要分析了南航乘务人力资源现状及问题，这一部分主要包括相关概念的界定、南航乘务人力资源现状及变化趋势、南航某下属公司乘务员结构剖析以及南航乘务人力资源存在的主要问题四个方面。这一部分内容在简单介绍相关人力资源概念的基础上，详细描述分析了南航当前的人力资源管理现状及其未来发展态势，并以南航旗下某下属公司为例，以具体统计数据精确阐述了南航空乘的人员结构，如年龄结构、学历结构、独生子女比例、地域分布结构等，，为下一步的问题分析提供了依据。在问题分析部分，本文结合南航实际，从新乘比重、战略缺失、人员素质、培训开发和人才流失五个方面概括的介绍了南航乘务人力资源管理当前面临的主要问题。第三部分为本文的核心部分，这一部分在前文问题分析的基础上，将研究视角深入企业内部，具体考察各个问题对南航服务工作带来的后续影响。笔者认为这种影响可以概括为以下几个方面：第一，新乘比重大对南航服务的标准性和一致性的影响；第二，战略缺失对南航服务工作的连续性与稳定性造成的影响；第三，人员素质对南航服务水平提升的制约；第四，培训不足影响南航乘务技能潜力的挖掘；第五，人才流失损害企业内部团结，对服务质量造成不利影响。第四部分为对策研究，这一部分在对南航乘务人力资源管理问题进行详细分析的基础上，提出了三个方面的对策建议。具体包括：第一，通过制定企业战略规划的方式来保持企业人力资源的供求平衡，这主要涉及企业环境分析、人力资源供求预测等方面；第二，通过完善培训体系的方法来改善员工素质，并在此基础上提高员工的满意度和企业的凝聚力，这就要求企业培训必须将员工个人需求与组织需求结合起来；第三，通过加强员工保持来减少人才流失，这主要有两种方法，一是通过帮助员工进行职业生涯发展规划提高员工的归属感和满意度，二是通过构建专门的人员预警和危机管理机制，减轻人员流失给企业带来的伤害。第五部分为本文的结论，这一部分主要总结了本文的研究过程和研究成果，并进一步归纳出本文的主要观点结论。
[Abstract]:Since the reform and opening - up , China ' s national economy has developed rapidly , and the level of people ' s income has increased significantly . At the same time , China ' s civil aviation industry is facing an extremely favorable development environment . In the meantime , it has achieved a series of remarkable achievements in recent years . However , in the meantime , South Airlines has made a series of remarkable achievements . During this period , the author has written this paper on the current situation of passenger and human resources and its impact on service by reading a large number of literatures .

This paper mainly analyzes the current situation of the human resources of the current Southern Airlines flight crew , expounds the human resources problems faced by the South Airlines in detail , and probes into the negative impact of these problems on the Southern Airlines , and finally gives some suggestions for solving the problem .

The full text consists of the following five parts :

The first part is the introduction , this part mainly introduces the research background , the research significance , the theory of human resources management , the research content and method .
The research significance and the research method mainly refer to the particularity of the current civil aviation industry development , according to the typical characteristic selection of the targeted research method ;
The contents of the theoretical review are relatively large , mainly summarizing the previous research results , and summarizing the relevant theories of famous scholars at home and abroad .

The second part mainly analyzes the current situation and problems of the human resources of the air crew in South China . This part mainly includes four aspects : the definition of the relevant concepts , the current situation of the human resources of the Southern Airlines and the main problems in the human resources of the Southern Airlines .

The third part is the core part of this paper . This part , on the basis of the analysis of the former , will study the follow - up influence of each question on the service of the South America . The author thinks that the influence can be summarized as the following aspects : First , the impact of the new multiplication ratio on the standard and consistency of the service of the South America ;
Second , the impact of the lack of strategy on the continuity and stability of the service work of the South America ;
Thirdly , the restriction of personnel quality to the improvement of the service level of the South America ;
Fourthly , the lack of training affects the excavation of the potential of the flight skills of the Southern Airlines ;
Fifth , the brain drain damages the internal unity of the enterprise and has a negative impact on the quality of service .

The fourth part is divided into the countermeasure research , which is based on the detailed analysis of the problem of human resources management of air traffic in South China , and puts forward three countermeasures .
Second , by improving the training system , improving the employee ' s quality and improving the employee ' s satisfaction and the company ' s cohesion , which requires the enterprise training to combine the employee ' s personal needs with the organizational needs ;
Third , by strengthening the staff retention to reduce the brain drain , there are two ways to improve the employee ' s sense of belonging and satisfaction through the help of the employee ' s career development planning , and the second is to reduce the harm caused by the loss of personnel to the enterprise through the construction of specialized personnel early warning and crisis management mechanism .

The fifth part is the conclusion of this paper , this part mainly summarizes the research process and the research results , and further induces the main point of view of this paper .
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.92;F562.6

【参考文献】