建構服務業人力資源管理績效衡量模式之研究-人力資源計分卡觀點

Constructing Human Resource Management Performance Measurment Model in Service Industry－HR Scorecard Perspective

羅愛茵(Ai-Yin Lo)

指導教授 ： 莊立民 ； 劉春初

長榮大學/管理學院/經營管理研究所(博)/碩士(2007年)

摘要

近年來，平衡計分卡的概念已被廣泛作為學術研究上的探討，但在人力資源管理領域的相關研究卻很少見；一般有關人力資源管理的研究，都是以人力資源管理的活動、發展、及才能等作為研究主題，有鑑於此，本研究目的將以人力資源計分卡觀點，以服務業為研究對象，發展適合服務業衡量其人力資源管理績效的衡量模式，並以該模式針對服務業進行實證分析。
本研究主要目的在發展並建構適合服務業人力資源計分卡的評量模式。模式建構的步驟，除相關文獻的探討外，並整合專家意見諮詢法、模糊層級分析法及問卷分析法等質性與量性方法，透過人力資源管理之學者專家、企業界專家意見的彙整，歸納及選擇衡量指標，並求算出各構面及指標之權重，以建構完整之人力資源管理績效衡量模式。完成模式建構後並進行實證分析，藉以評鑑該模式之效度與信度，研究的重要發現包括指標的建立、指標重要程度。

關鍵字

服務業 ； 平衡計分卡 ； 人力資源管理績效 ； 人力資源計分卡 ； 模糊層級分析法

並列摘要

Nearly years, Balance Scorecard concept was used on scholarly researches popularly, but about human resources management scope are very fewer, generally the greater part of human resources management's researches were used by human resources management's activities; development, talent as their research subjects, Base on this point, the research purpose will use HR Scorecard perspective design a model, suitable for use by service industry, to measure the performance of human resource management. An empirical analysis for the measuring model will be conducted.
The main goal of this research is to develop and construct a localized measuring model suitable for the task of making evaluations of HR Scorecard in service industry. In addition to researching relevant literature on the subject, the steps involved in the construction of our measuring model will include a opinions consultation of the experts, scholars and practitioners in human resource management. Furthermore, fuzzy analytic hierarchy process (FAHP), and questionnaire analysis method integrated by qualitative and quantitative methods will be employed. We will summarize the expert's opinions, select the measurement indicators, and calculate the weight of dimensions and items. After finishing the construct of HR Scorecard model, the empirical study will reveal the validity and reliability of the measuring model of the present study, and that it will prove the suitability of the measuring model which researchers and businesses in Taiwan can use to measure HRM performance.

並列關鍵字

Service Industry ； Balance Scorecard ； Human Resource Management Performance ； HR Scorecard ； Fuzzy Analytic Hierarchy Process (FAHP)

參考文獻

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