服务导向人力资源管理研究回顾与展望  

Service-oriented Human Resource Management:A Literature Review and Agenda for Future Research

作　　者：王震[1] 张雨奇[1] 

机构地区：[1]中央财经大学商学院,北京100081

出　　处：《外国经济与管理》2017年第2期86-101,共16页Foreign Economics & Management

基　　金：国家自然科学基金项目(71302129);教育部人文社会科学基金项目(13YJC630176);北京市社会科学基金项目(16GLB035);中央财经大学研究生科研创新基金项目(201613)

摘　　要：服务导向人力资源管理是组织为了激发员工的高质量服务而实施的一系列人力资源管理活动,已有研究表明它对组织的服务产出具有重要影响。然而,相比于一般性人力资源管理,服务导向人力资源管理直到最近几年才得到学术界的关注。本文从内涵与测量、影响效果、中介机制以及边界条件等方面,对近年来的理论和实证研究进行了梳理与述评。在此基础上,本文指出未来的研究应继续完善服务导向人力资源管理的结构和测量,深入讨论其影响效果,进一步探索其产生影响的中介机制和边界条件,并针对这些问题提出了八个未来研究命题。Service-oriented human resource management（service-oriented HRM）refers to a series of HRM practices which are implemented in order to elicit and deliver high-quality services by organizations.Prior research indicates that it has important effects on services output in organizations.However, compared with general human resource management, service-oriented HRM has received the attention from the academic community until recent years.This paper sorts out and summarizes the existing theoretical and empirical studies in the aspects of measurement, consequences, intermediary mechanisms and boundary conditions.Based on the existing research findings, it proposes that future research should pay attention to the perfection of structure and measurement of service-oriented HRM,discuss its consequences more deeply, and take the further examination of its intermediary mechanisms and boundary conditions.Then focusing on these problems, it raises eight future research topics.

关 键 词：服务导向人力资源管理 服务绩效 服务质量 

分 类 号：F270[经济管理—企业管理]