I 摘要 进入本世纪以来，受经济蓬勃发展的影响，使得全球一体化进程得以加速， 企业要寻求发展进步，离不开人才的支撑，人力资源服务作为当今企业与人才之 间的重要桥梁，逐渐发展为各大企业实现管理成本降低的重要手段。这也是人力 资源服务业近几年受到国家政府高度关注、快速发展的主要原因。十九大提到， 需要加速推进人力资源体系的构建。随着产业的升级，人力资源市场的细分、专 业领域的增强，人力资源方式及结构的改变，人力资源服务也在不断采用新的方 式提升客户满意度与服务质量，以保持甚至提升市场竞争力。所以，探究全新的 人力资源服务方式便成为整个社会的热点问题。 本文首先回顾并梳理了人力资源服务有关的理论知识，其次对研究对象A 公司的经营现状、服务流程、市场环境作出进一步说明，再结合笔者自身经验， 借助访谈与问卷调查等方法，深入掌握在人力资源服务方面A公司面临的实 情，通过与市场现有优质服务的对比以及调研得出的数据中发现A公司服务产 品、团队及内部管理的问题，最后针对以上问题，从优化服务项目、提高专业服 务水平、完善内部管理三个方面提出具体的改善措施和实施建议。本文的研究对 于人力资源服务企业服务质量的改进有一定的借鉴意义。 关键词：人力资源服务；服务质量；服务改善 论文类型：其他 选题来源：其他 ABSTRACT II ABSTRACT Sincethe21stcentury,theeconomyhasdevelopedrapidlyandtheglobal economicintegrationhasbecomeincreasinglydeep,enterprisescannotimprovetheir marketcompetitivenesswithoutthesupportoftalents.Asanimportantbridgebetween enterprisesandtalents.Thegradualdevelopmentofhumanresourcesserviceshas becomeanimportantmeansformajorenterprisestoachievereducedmanagement costs.Thisisalsothemainreasonwhythehumanresourceserviceindustryhasbeen highlyconcernedbythenationalgovernmentinrecentyears.Therapiddevelopment ofhumanresourceserviceindustryhaspromotedtheriseofitsindustrystatus.The 19thNationalCongressoftheCommunistPartyofChinaproposedthateffortsshould bemadetoacceleratetheconstructionofanindustrialsystemofcoordinated developmentofrealeconomy,scientific,humanresources,technologicalinnovation, modernfinance.Withtheupgradingofindustryandthecontinuousupdatingof humanresourcestructureandmode,humanresourceserviceisalsoundergoing changes.Withthediversifiedhumanresourcedemandsofcustomers,thecontinuous subdivisionofhumanresourcemarketandthecontinuousenhancementofprofessional fields,howcanhumanresourceservicecompaniesinnovate,improveservicequality, improvecustomersatisfactionandmaintaintheircompetitivenessinthemarket. Exploringanewwayofhumanresourceservicehasbecomeahottopicinthesociety. Thispaperfirstsummarizestherelevanttheoriesofhumanresourceservices,then, combinedwithmyworkexperience,throughquestionnairesandinterviews, understandsthecurrentsituationofhumanresourceservicesofcompanya,findsout theproblemsofserviceproducts,teamandinternalmanagementfromthesurveydata, andfinallyaimsattheaboveproblems,fromthreeaspectsofoptimizingservice projects,improvingprofessionalservicelevelandimprovinginternalmanagement.Put forwardspecificimprovementmeasuresandimplementationsuggestions.Theresearch ofthispapercanbeusedforreferencetoimprovetheservicequalityofhuman resourceserviceenterprises. KEYWORDS:HumanResourcesService；Servicequality；Service Improvement ABSTRACT III DissertationType:Other SubjectSource:Other 目录 IV 目录 第一章绪论..................................................................................................1 第一节选题背景.........................................................................................................1 第二节研究目的及意义............................................................................................2 一、研究目的..........................................................................................................2 二、研究意义..........................................................................................................3 第三节国内外研究现状............................................................................................4 一、国外研究现状..................................................................................................4 二、国内研究现状..................................................................................................4 三、述评..................................................................................................................5 第四节研究内容与研究方法....................................................................................5 一、研究内容..........................................................................................................6 二、研究方法..........................................................................................................8 第二章相关理论基础................................................................................9 第一节服务及其特性................................................................................................9 第二节服务质量的含义及要素..............................................................................10 第三节客户关系管理理论......................................................................................12 第三章河南省人力资源服务行业分析...................................................15 第一节人力资源服务市场现状..............................................................................15 第二节同行业公司服务优势分析..........................................................................16 一、服务产品及模式丰富....................................................................................16 二、建立服务质量监控体系................................................................................16 三、发展具有前瞻性............................................................................................17 第四章A公司人力资源服务现状.........................................................19 第一节公司简介.......................................................................................................19 一、背景介绍........................................................................................................19 二、公司荣誉........................................................................................................19 三、愿景、使命和目标........................................................................................19 四、组织架构........................................................................................................20 第二节A公司人力资源服务体系.........................................................................21 一、服务标准........................................................................................................21 二、服务模式........................................................................................................22 目录 V 三、服务客户群体................................................................................................23 第三节A公司人力资源服务产品.........................................................................23 一、劳务派遣........................................................................................................23 二、人力资源外包................................................................................................25 三、社保代理........................................................................................................27 四、招聘流程外包................................................................................................28 第五章A公司人力资源服务中存在问题的调查研究........................31 第一节调查方案的设计........................................................................................31 一、调查方案的目标............................................................................................31 二、调查问卷的设计内容....................................................................................31 三、访谈的流程和内容........................................................................................32 第二节调查的实施及结果展示............................................................................32 一、调查的实施情况..............................................................................