| 零售服务质量中的人力资源管理(英文) |
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| 引用本文： | 杨永顺,詹益智.零售服务质量中的人力资源管理(英文)[J].南京航空航天大学学报(英文版),1998(1). |
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| 作者姓名： | 杨永顺 詹益智 |
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| 作者单位： | 香港理工大学制造工程学系 |
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| 摘 要： | 本文研究了人力资源管理与服务质量的关系。透过问卷调查及数据分析，确立人力资源的重点、结构与相互关系，促进服务质量。研究选择了零售服务为试点，给管理人员提供了一个更直接、更清晰的指引，发挥人力资源本身的素质。研究结果把希士杰等质量大师在美国哈佛商报中提出的“服务利润连接（Ｓｅｒｖｉｃｅｐｒｏｆｉｔｃｈａｉｎ）”具体化，使管理人员可以直接在企业内运用。
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| 关 键 词： | 人力资源管理 服务质量 零售服务 |
MANAGING HUMAN RESOURCES FOR RETAIL SERVICE QUALITY |
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| Yeung V W S,Tsim Y C.MANAGING HUMAN RESOURCES FOR RETAIL SERVICE QUALITY[J].Transactions of Nanjing University of Aeronautics & Astronautics,1998(1). |
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| Authors: | Yeung V W S Tsim Y C |
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| Institution: | Yeung V W S Tsim Y C Department of Manufacturing Engineering,The Hong Kong Polytechnic University Hung Hom,Kowloon,Hong Kong |
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| Abstract: | This study examines the management of service qua lity in fashion retail operation. The human resources processes leading to external service quality are consolidated into a quality management framework. With reference to the framework, the factors, their importance and relationships within each process are established by the responses of practicing salespersons. A clear picture of the underlying management mechanisms leading to strong sales forces and service quality are produced. Retail management is required to better establish and manage the human resource. |
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| Keywords: | human resources management service quality retail service |
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