【作者】 宋哲；

【导师】 王树恩；

【作者基本信息】 天津大学 ， 管理科学与工程， 2009， 博士

【摘要】 经济全球化的兴起,引发了企业在国际市场的激烈竞争,绩效管理作为提升企业竞争力的利器一直是理论界和实践领域关注的热点,而内部服务作为新兴理论则成为企业绩效提升的新契机。目前对于内部服务与绩效管理相结合的研究尚不多见。基于此,本文在系统分析国内外研究工作的基础上,从理论和实际应用两个方面,基于内部服务对企业的绩效管理进行了系统研究。全文主要研究内容与成果如下:(1)本文建立了基于内部服务的企业绩效管理三维立体模型,分别从绩效管理的三个维度进行研究:绩效管理能力影响因素维度、绩效管理流程维度、绩效管理的企业生命周期维度。并分别对三个维度进行展开,系统地考察了绩效管理的实质,对于企业内部服务的视角下,绩效管理各个维度所反映出的差异性进行了研究。(2)本文界定了四项关键性的绩效管理能力影响因素,分别为个体因素、制度因素、结构因素、文化因素,并研究了企业内部服务对各个影响因素的作用。(3)本文将一个完整的绩效管理流程分为三个阶段:绩效规划、绩效控制、绩效促进。分析了三个阶段各自的特点和功能以及企业内部服务在绩效管理的不同阶段的不同作用。(4)针对绩效管理在企业发展的不同阶段有不同的工作重点,本文建立了基于企业生命周期理论的绩效管理模型。特别分析了在企业生命周期曲线的拐点处,内部服务的独特作用。(5)本文建立了企业内部服务与绩效管理系统关系模型,利用问卷调查收集来的数据对于企业内部服务质量对绩效管理能力的作用机制加以研究,构建了包括内部服务质量和绩效管理能力在内的路径分析模型,通过结构方程计算对假设进行验证,并得出相关结论。(6)本文建立了企业绩效管理能力评价指标体系,并运用网络层次分析法确定了各级指标权重。进而对天津市五家饭店企业2008年某季度绩效管理能力进行了评价比较。(7)从提升员工忠诚度入手,就企业基于内部服务的绩效管理体系的建设进行理论的探讨和实践分析,提出从企业结构、企业制度、企业文化三个层面着手,构建基于内部服务的绩效管理系统。最后对本论文研究的不足以及未来的研究展望进行了简要总结。更多还原

【Abstract】 During the service economy is springing up, the fierce competition for international markets between enterprises was sparked off. As a sharp and strong tool to obtain competitive advantage, the performance management-thoughts and system have been highlighted in theroy and practise circles.As well as, internal services, as a new theroy, has been a new turning point to promote the performance of enterprices. However, the existing managerial theory shows that the research on performance management combined with the internal services is few. Based on these existing situations and the researches inland and oversea, the internal services and performance management of enterprises is systematically studied theatrically and practically in this dissertation. The main contents are summarized as following: Firstly, in order to study the affect of internal services in the performance management of enterprises in China, builded a cubic 3-dimension performance management model. The three dimensions are: performance management capability affect factors, performance management process and business’s life cycle of performance management.Secondly, presented 4 factors that affect performance management capability: individual factors, bylaw factors, structure factors and culture factors. Analyzed the internal services’effect on these affect factors.Thirdly, set a model of performance management process of enterprises in China, which is made up of 4 steps: Performance Planning, Performance Control, Performance Promote. And analyzed the different traits and effect of internal services in the different performance management process.Fourthly, on the basis of analyzing the different focal points in different performance management stages, builded enterprise’s life cycle model of performance management. Especially, analyzed the unique effect of internal services on the inflextions in the enterprise’s life cycle curve.Fifthly, builded the connection model between internal services to performance. Then builded the way analytical model based on the data which came from the questionaire. After that, verified the hypothesis and drew some related conclusions by the structural equations counting.Sixthly, the performance management capability model and the performance management capability assessment system were builded,which can evaluation the performance management capability in businesses. And resolved the problem of relatively weightiness of assessment indexes by using Analytic Network Process and Super Decision software. Further more, combined with 5 hotels in Tianjin, the relevant evaluation study was also done in this thesis.Seventhly, starting with advancing the employee’s loyal level, the performance management system based on internal services of enterprises and the process to builded it have been discussed. The performance management based on internal services can be builded with 3 aspects: system of enterprise, frame of enterprise, culture of enterprise. At the end, the dissertation summarizes the contents and the limited, and proposes the direction for further study.更多还原