人力資源是組織中最突出的資源之一。人力資源是非常寶貴的,必須被視為組織的支柱。因此,組織必須制定適當(dāng)?shù)拇胧?以確保組織中人力資源的滿意度。據(jù)觀察和經(jīng)驗(yàn)分析,在客戶服務(wù)中心,員工的工作滿意度并不持久,在大多數(shù)情況下,這是一個(gè)比較棘手的問(wèn)題,這主要是由于呼叫中心或客戶服務(wù)平臺(tái)的實(shí)際工作情況導(dǎo)致的,即升職的機(jī)會(huì)非常有限,而這又是由于組織結(jié)構(gòu)的扁平化。本研究的目的是探討人力資源管理實(shí)踐對(duì)客戶關(guān)懷服務(wù)中員工工作滿意度的影響。本研究采用解釋性橫斷面問(wèn)卷進(jìn)行調(diào)查,并利用SPSS、Microsoft Excel等統(tǒng)計(jì)軟件進(jìn)行分析。采用多元回歸分析法對(duì)人力資源管理實(shí)踐與員工工作滿意度的關(guān)系進(jìn)行了檢驗(yàn),并計(jì)算了 β系數(shù)。研究分析表明,人力資源管理實(shí)踐在很大程度上影響著員工的工作滿意度。研究建議,webhelp可以找到改善員工參與度的方法,以提高員工工作滿意度。本研究的結(jié)果不能概括為其他客戶關(guān)懷平臺(tái),也不能概括為兩個(gè)組織。因此,建議對(duì)員工工作滿意度進(jìn)行更多的研究,以驗(yàn)證人力資源管理實(shí)踐對(duì)員工工作滿意度的影響,尤其是在非洲的組織中,并建議對(duì)未來(lái)的研究進(jìn)行縱向研究,觀察人力資源管理實(shí)踐對(duì)員工工作滿意度的影響。更...

【文章頁(yè)數(shù)】：82 頁(yè)

【學(xué)位級(jí)別】：碩士

【文章目錄】：
摘要
ABSTRACT
ACKNOWLEDGEMENT
ACRONYMS AND ABBREVIATIONS
CHAPTER ONE:INTRODUCTION
    1.1 BACKGROUND OF THE STUDY
        1.1.1 The concept of Perception
        1.1.2 Importance of Human Resource to Organizations
        1.1.3 Employee Job Satisfaction
        1.1.4 Webhelp Ivory Coast
    1.2. ARTICULATION OF THE PROBLEM STUDIED
    1.3. RESEARCH OBJECTIVES
    1.4 SIGNIFICANCE OF THE STUDY
    1.6 SCOPE OF THE STUDY
    1.7 ORGANIZATION OF THE DISSERTATION
CHAPTER TWO:LITERATURE REVIEW
    2.1 INTRODUCTION
    2.2 THEORETICAL REVIEW IMPLYING EMPLOYEES'JOB SATISFACTION
        2.2.1 The Two-Factors Theory of Herzberg(1956)
        2.2.2 The Hierarchy of Needs theory of Maslow(1943)
        2.2.3 The Vroom's Expectancy Theory
    2.3. HUMAN RESOURCES MANAGEMENT PRACTICES
    2.4. JOB SATISFACTION
    2.5. HRM PRACTICES IN RELATION TO EMPLOYEE JOB SATISFACTION
        2.5.1. Compensation and benefits
        2.5.2 Career management
        2.5.3 Training and Development
        2.5.4 Employee Empowerment and Involvement
        2.5.5 Initiating Employee Suggestions
        2.5.6 TRANSPARENCY IN COMMUNICATION
CHAPTER THREE:RESEARCH METHODOLOGY
    3.1 INTRODUCTION
    3.2 RESEARCH DESIGN
    3.3 TARGET POPULATION
    3.4 SAMPLING METHOD
    3.5 DATA COLLECTION PROCEDURE
    3.6 DATA ANALYSIS
    3.7 Multiple Regression Model
CHAPTER FOUR: RESEARCH FINDINGS AND DISCUSSIONS
    4.1 INTRODUCTION
    4.2 RESPONSE RATE
    4.3 DEMOGRAPHIC DATA
        4.3.1 Gender of the respondents
        4.3.2 Age Range
        4.3.3 Level of Education
        4.3.4 Job Category
    4.4 EFFECTIVENESS OF HUMAN RESOURCES MANAGEMENT PRACTICES
        4.4.1 Remuneration and benefits
        4.4.2 Career Management
        4.4.3 Training and development
        4.4.4 Workers empowerment and involvement
        4.4.5 The inception of Employee Suggestions
        4.4.6 Transparency in communication
        4.4.7 Employees' Satisfaction
    4.5 TESTING THE RESULT ON THE PERCEPTION OF THE EFFECT OF HRM PRACTICES ON JS
        4.5.1 Test of the multicollinearity between the independent variables
        4.5.2 Multiple Linear Regression
    4.6 DISCUSSION OF THE RESULTS
CHAPTER FIVE:SUMMARY, CONCLUSION AND RECOMMENDATION
    5.1 INTRODUCTION
    5.2 SUMMARY OF THE STUDY
        5.2.1 Summary of the results
    5.3 CONCLUSION
    5.4 RECOMMENDATIONS
    5.5 LIMITATIONS OF THE STUDY
    5.6 SUGGESTIONS FOR FURTHER STUDIES
REFERENCES
APPENDIX A
學(xué)位論文評(píng)閱及答辯情況表



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