摘要
I
摘要
纵观当今风云变幻的经济形势，企业想要在市场经济的大潮中求发展，关
键是要拥有一支优秀的人才队伍，队伍中除技术、管理型人才外，还应有一支
高素质的服务型的一线员工队伍。特别是道路运输业作为服务行业，更需把直
接服务的一线员工重视起来，激励起来。很多道路运输企业因为对一线员工激
励机制缺乏应有的重视，导致企业经常出现服务质量投诉、安全生产事故多发、
员工跳槽等问题。服务一线员工是企业经营的主力军，是企业利润的直接创造
者，也是企业技术创新的主要源泉。因此企业应重视一线员工的激励机制，这
对企业具有重要的现实意义

本论文首先对国内外相关激励理论进行简要的概述，对国内外激励理念和
观点进行对比分析，指出激励理论对企业建立有效激励机制的启示；接着对客
运企业一线员工的主要范围进行界定和分类，分析了一线员工的特征；其次是
对客运企业一线员工的人力资源管理和激励机制现状和面临的内外环境，从薪
资分配、员工福利、绩效考核、员工培训及职业生涯管理、企业文化等几个方
面进行了分析，指出目前公司对一线员工激励中存在的问题和原因剖析。在此
基础上，有针对性地提出了该公司一线员工激励机制的优化设计原则，即：公
平公正原则、物质激励与精神激励相结合原则、系统性原则、适应性原则和约
束性原则，然后根据企业的现状和特点，综合运用各种激励理论，从考核激励、
薪酬激励、精神激励、培训激励、约束激励等几个方面，提出构建科学、合理
的客运企业激励机制的具体措施，力求整个激励机制更加完善、丰富多彩，全
方位对一线员工的积极性以最大限度的调动，使其充分发挥激励一线员工积极
性、主动性、创造性的作用

关键词：人力资源；绩效考核；一线员工；激励。Abstract
II
Abstract
In today&39;s volatile economy, the enterprise wants to seek development in the
tide of market economy, the key is to have a good talent team, the team in addition to
the technology, management talent, also should have a high quality of service of
frontline staff. In particular, the road transportation industry, as a service industry,
needs to be more important to the front-line employees of direct services.A lot of road
transport enterprises for frontline staff incentive mechanism is a lack of due attention,
often occurs in enterprise service quality complaints, production safety accidents,
turnover, and other issues. The frontline staff is the main force of enterprise operation,
the direct creator of enterprise profit and the main source of enterprise technical
innovation.Therefore, enterprises should pay attention to the incentive mechanism of
first-line employees, which has important realistic significance for enterprises.
First of all, this paper made a brief overview of domestic and foreign relevant
incentive theory, the incentive idea and opinion at home and abroad were reviewed
and comparative analysis, points out that the incentive theory enlightenment to
enterprise establish an effective incentive mechanism;Then the main scope of the first
line employees of the passenger enterprises was defined and classified, and the
characteristics of the first line employees were analyzed.Followed by employees to
the passenger transportation enterprise human resource management and incentive
mechanism present situation and facing the internal and external environment, from
salary allocation, employee welfare, performance appraisal, employee training and
career management, enterprise culture and so on several aspects has carried on the
analysis, pointed out that at present, the company motivate employees to analyze the
existing problems and reasons. Based on this, puts forward the optimization design of
incentive mechanism of employees, the company principle, namely: the principle of
fair and just, and the combination of material incentive and spirit incentive principle,
systematic principle, adaptive principle and binding principle, then according to the
present situation and the characteristics of enterprises, the integrated use of various
kinds of incentive theory, from the examination of motivation, salary incentive,
spiritual incentive, training, incentive, constraints, incentives and other aspects, put
forward the construction of a scientific and reasonable passenger transportation
enterprise incentive mechanism of specific measures,
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