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进入20世纪以来,以服务行业为代表的第三产业逐渐成为市场发展的主流。相对于之前的产品导向、价格导向,如今顾客更加重视消费的过程带来的满足感。这也让大家越来越注意到对于人力资源不能延用以往的硬式管理,开始探索服务导向的人力资源管理。本文在整合服务导向人力资源管理现有研究成果之后,探讨这一新型管理模式的未来发展目标。这一模式已被证实在员工、顾客以及企业收益三方的正向作用。而未来其应该更注重对于内部的服务管理,从而将内部价值传输到外部顾客;也应正视不同行业的差距,视实际情况进行调整。实现员工归属感、顾客满足感以及企业综合价值的提升将是服务导向人力资源管理的下一步发展目标。
Since the 20th century, the tertiary industry represented by the service industry has gradually become the mainstream of market development. Relative to the previous product-oriented, price-oriented, customers pay more attention to the satisfaction of the process of consumption. It also makes people pay more and more attention to human resources management can not be used to extend the past, began to explore service-oriented human resources management. This article explores the future development goals of this new management model after integrating the existing research results of service-oriented HRM. This model has been confirmed in the staff, customers and corporate earnings three positive role. In the future, it should pay more attention to internal service management so as to transfer internal value to external customers. It should also address the gap between different industries and make adjustments according to actual conditions. Achieving a sense of belonging, customer satisfaction and corporate value enhancement will be the next development goal of service-oriented human resources management.