近年来，国内保险行业进入高速发展阶段，保险市场规模不断扩展，相关企 业的数量持续增加，行业竞争程度也日益提升。与此同时，随着我国经济高速发 展，社会大众的收入不断增加，对服务行业的服务质量提出了更高要求。保险行 业是服务业的重要组成部分，而保险行业的发展水平在很大程度上取决于客服人 员的服务素质。但是，由于保险公司近年来不重视激励制度的改革创新，导致客 服人员素质参差不齐，服务水平整体较低，员工的流动性较高，因此在很大程度 上降低了保险公司的行业竞争力。所以，全面推动保险公司客服人员激励制度改 革创新，改善激励效果，建立更加高效的激励机制体系对企业未来的发展至关重 要。 本文选取P人寿保险河南分公司客服部为研究对象，通过梳理和概括相关激 励理论，然后采用问卷调查法以及深度访谈的方式对激励机制中存在的问题进行 剖析。通过对P人寿保险河南公司的现状进行介绍，初步暴露问题所在，并通过 科学的方法对现存的体系进行剖析，针对148位员工进行问卷调查，对得出的数 据进行归类总结，并逐一分析，为找出根本问题提供数据支持。然后以问卷调查 的数据作为深度访谈的基础和方向，从不同的角度诠释问题。在深度访谈的部分， 不仅仅对普通员工进行深度访谈，而且站在管理层的角度上进行深入的沟通和了 解，找出问题的关键所在并加以分析。 通过对148份有效样本进行统计分析，发现P人寿保险公司客服员工的激励 现状在薪酬激励，绩效考核，员工晋升，个性化福利，员工培训，企业文化等方 面都存在问题，结合先进的管理理论提出了对应的优化方案，从而整体完善公司 的管理制度和考核方法，长期有效地对客服团队进行激励。本文力求为P人寿保 险公司客服员工提供激励优化方案，也期望为行业内其他公司在客服员工激励方 面提供有益的参考。 关键词：客服员工；激励机制；优化 Abstract In recent years, the domestic insurance industry has entered a high-speed development stage, the scale of the insurance market continues to expand, the number of related enterprises continues to increase, and the level of industry competition is also increasing. At the same time, with the rapid development of China's economy and the increasing income of the public, higher requirements are put forward for the service quality of the service industry. The insurance industry is an important part of the service industry, and the development level of the insurance industry largely depends on the service quality of customer service personnel. However, in recent years, insurance companies do not pay attention to the reform and innovation of the incentive system, resulting in uneven quality of customer service personnel, low service level as a whole, and high employee mobility, so to a large extent, it reduces the industry competitiveness of insurance companies. Therefore, it is very important for the future development of the enterprise to comprehensively promote the reform and innovation of the incentive system for the customer service personnel of the insurance company, improve the incentive effect and establish a more efficient incentive mechanism system. This paper selects the customer service department of Ping An Life Insurance Company of Henan Branch as the research object, through combing and summarizing the relevant incentive theory, and then uses the method of questionnaire survey and in-depth interview to analyze the problems in the incentive mechanism. Through the introduction of Ping An Life Insurance Company of Henan company's current situation, the preliminary exposure of the problem, and through scientific methods to analyze the existing system, for 148 employees to carry out a questionnaire survey, the data obtained are classified and summarized, and analyzed one by one, to provide data support for finding out the fundamental problems. Then, taking the data of the questionnaire as the basis and direction of the in-depth interview, we interpret the questions from different perspectives. In the part of in-depth interview, not only the ordinary employees are interviewed in-depth, but also from the perspective of management to conduct in-depth communication and understanding, comprehensively reflect the problem, find out the key to the problem and analyze it. Based on the statistical analysis of 148 valid samples, it is found that there are problems in the aspects of salary incentive, performance appraisal, employee promotion, personalized welfare, employee training, corporate culture and so on in the incentive status of customer service employees in Ping An Life Insurance Company of Henan Branch. Combined with advanced management theory, the corresponding optimization scheme is proposed, so as to improve the company's management system and assessment method as a whole, which is long-term and effective To motivate the customer service team. This paper seeks to provide incentive optimization scheme for customer service staff of Ping An Life Insurance Company of Henan Branch, and also expects to provide useful reference for other companies in the industry in customer service staff incentive. Key words: Customer service staff；Incentive mechanism；Optimization 目 录 第一章 绪论................................................................................................................1 1.1 选题的背景.........................................................................................................1 1.2 研究意义.............................................................................................................2 1.2.1 理论意义.....................................................................................................2 1.2.2 现实意义.....................................................................................................2 1.3 文献综述.............................................................................................................3 1.3.1 国外文献综述.............................................................................................3 1.3.2 国内文献综述.............................................................................................4 1.3.3评述..............................................................................................................6 1.4 研究思路.............................................................................................................7 第二章 研究的基本概念和相关理论..........................................................................9 2.1 激励.....................................................................................................................9 2.2 员工激励的理论.............................................................................................10 2.2.1 内容型激励理论.....................................................................................10 2.2.2 过程型激励理论.....................................................................................12 2.2.3 强化型激励理论.......................................................................................13 2.2.4 综合型激励理论.......................................................................................13 2.3 激励机制...........................................................................................................15 2.3.1 激励机制的内容.......................................................................................15 2.3.2 激励机制的作用.......................................................................................16 第三章 P人寿保险公司客服员工激励机制现状和调查分析..............................19 3.1 P人寿保险公司企业概况..............................................................................19 3.1.1 P人寿保险公司企业简介......................................................................19 3.1.2 P人寿保险公司组织架构......................................................................19 3.1.3 P人寿保险公司客服员工人力资源概况..............................................20 3.2 P人寿保险公司客服员工现有激励措施......................................................21 3.2.1 经济类激励措施.....................................................................................21 3.2.2 非经济类激励措施.................................................................................22 3.3 P人寿保险公司客服员工激励机制现状调查.....