连锁企业服务型人员培训效果评估体系研究  

The Evaluation System of Service-type Staff Training Effect in Chain Enterprises

作　　者：郑铭炫 吴晶晶[2] 郑蔓华 郑秋琴 许安心[2] ZHENG Ming-xuan;WU Jing-jing;ZHENG Man-hua;ZHENG Qiu-qin;XU An-xin(Tian Xia Xin g Zu Che Co,LTD,361021,Xiamen,Fuj ian,China;School of Management,Fujian Agriculture And Forestry University,350002 Fuzhou,Fujian,China)

机构地区：[1]天下行租车有限公司,福建厦门361021 [2]福建农林大学管理学院,福建福州350002

出　　处：《特区经济》2018年第9期143-146,共4页Special Zone Economy

摘　　要：服务型人员作为目前连锁企业中最重要的组成部分,服务型人员培训与培训效果评估对服务型人员职业生涯发展至关重要。本文以连锁企业服务型人员为研究对象,综合分析连锁企业服务型人员培训意愿、培训内容、培训师资与环境、组织支持和培训考核五大培训效果评估影响因素,确定其培训评估体系的构建原则与评估指标,提出服务型人员培训效果提升路径,为企业服务型人员培训效果评估体系创设提供参考依据,综合提升连锁企业市场竞争力。As the most important part of the current chain companies, service-oriented personnel training and service training personnel evaluation is very important for the career development of service-oriented personnel. This article takes the service personnel of chain enterprises as the research object, comprehen-sively analyzes the training intention of service personnel of chain companies, training content, training teachers and environment, organization support and training assessment of five training effect evaluation factors, and determines the construction principles of their training evaluation system. Assessment indica-tors, put forward the service-based personnel training effect improvement path, provide reference basis for the establishment of enterprise service personnel training effect evaluation system, and comprehensively improve the market competitiveness of chain enterprises.

关 键 词：服务型人员 培训效果评估体系 评估指标 

分 类 号：F272.92[经济管理—企业管理]