基于顾客满意的员工快乐管理模式研究

编号

本科生毕业设计（论文）

管理模式的研究

题目： 基于顾客满意的员工快乐

商 学院 工商管理 专业

学 号 0802080326 学生姓名 张兴旺 指导教师 傅贤治 教授

二〇一二年六月

摘要

摘 要

快乐管理，就是让员工快乐的工作、学习，愿意为企业奉献出自己的一切力量，当企业就是自己的家。以人为本的管理理念是快乐管理的核心，人才是企业赖以生存到根本，员工就是组成企业整个运营网络的根本所在，所以，员工的归宿感、是否快乐接受管理等，都与企业的命脉息息相关。而对于一个企业来说，顾客的满意度，将直接影响着企业的生存发展。

企业的生存发展与产品、顾客、员工三者间有着不可分割的关系，三者缺一不可。而顾客对企业产品或者服务质量的态度，深刻影响着企业的前进方向和生存发展。如果企业只注重顾客态度而忽视的员工情绪，那么这将会使企业面临危机。同时，高压式的管理使得员工会无形间将某些不和谐情绪转移到工作中，进而对顾客进行影响，而顾客又反作用于公司，这种不和谐的循环，如果企业不加以重视，最终将成为企业面临失败的导火索。

针对顾客与员工之间的矛盾问题，怎样寻找一种合理有效的解决方案呢？这需要我们在领悟和学习前人经验的同时，结合自己在工作学习中的研究调查而找出。基于顾客满意的员工快乐管理模式的研究，就是为了解决这一主要矛盾而进行的。它主要抓住管理学原理，结合顾客满意与员工是否快乐工作之间的种种因素进行分析、对比，最终找到一种比较好的管理模式而让企业使用。使得企业在发展的同时能统筹兼顾，既保证顾客对企业的满意和信任度，又保证企业员工在工作中感到快乐、幸福。

关键词：顾客满意度；快乐管理；员工快乐

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Abstract

ABSTRACT

Happy management, is to make employees happy, learning, willing to devote all the forces for the enterprise, when the business is their home. People-oriented management philosophy is the core of the happy management of, talent is the enterprise survival to the fundamental, staff is composed of enterprises throughout the operational network of the fundamental is located, employees of the end-result of a sense of whether happy to accept management, etc., are the lifeblood of business is closely related. For an enterprise, customer satisfaction, will directly affect the survival and development of the enterprise.

Survival and development of enterprises and products, customers, employees among the inseparable relationship between the three are indispensable. The customer on the attitude of corporate product or service quality, a profound impact on the forward direction and the survival and development. If companies focus only on customer attitude to the neglect of employee emotions, then this will be going on with enterprises are facing a crisis. The same time, high-pressure style of management so that employees will be invisible to some discordant emotions transferred to the work, and then to the customer, the customer reaction in the company, this cycle of discord, if the company without attaching importance to will eventually become the enterprises are faced with the failure of the fuse.

The contradiction between the customers and employees, how to find a reasonable and effective preventive solution? We need to comprehend and learn from the experience of their predecessors at the same time, to combine work and study in the investigation and find out. Based on customer satisfaction, staff happy mode, that is, in order to solve this principal contradiction conducted. It is mainly to grasp the principles of management, combined with customer satisfaction and staff is happy working between the various factors in the analysis, comparison, and ultimately find a better management model and allow enterprises to use. Allows businesses in the development of the overall planning, both to ensure customer satisfaction and trust companies, but also to ensure that the employees happy and happiness at work

Keywords: Customer satisfaction; Happy Management; Employees happy

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目录

目 录

第1章 绪论 ............................................................................................................. 1

1.1研究的意义与目的 ...................................................... 1 1.2研究内容 .............................................................. 2

第2章 文献综述 ..................................................................................................... 3

2.1 顾客满意度 ............................................................ 3

2.1.1 国外顾客满意度指数的研究 .................................................... 3 2.1.2 国内顾客满意度研究 .......................................................... 4

2.2 快乐管理模式认识 ...................................................... 4

2.2.1 管理理论的简述 .............................................................. 4 2.2.2 快乐管理 .................................................................... 5 2.2.3 快乐管理相关理论 ............................................................ 6 2.2.4 快乐工作 .................................................................... 7

2.3 综述 .................................................................. 7

第三章 课题的研究设计 ......................................................................................... 9

3.1 问题的引入 ............................................................ 9 3.2选择的理由 ............................................................ 9 3.3 方案设计 ............................................................. 10

第四章 案例分析 ................................................................................................. 13

4.1 研究对象简述 ........................................................ 13 4.2 过程研究与数据分析 ................................................... 14 4.3 数据分析与小结 ....................................................... 15

第5章 结论与展望 ............................................................................................... 17

5.1 研究结论 ............................................................. 17 5.2 不足之处与未来展望 ................................................... 18

参考文献 ................................................................................................................. 19 致 谢 ..................................................................................................................... 20

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