就業服務業服務策略之研究

A Research on Service Strategies of Employment Services

傅生傳(Sheng-Chuan Fu)

指導教授 ： 顧志遠

中原大學/商學院/企業管理研究所/碩士(2015年)

https://doi.org/10.6840/cycu201500389

摘要

本研究欲把就業服務業服務策略地圖建構起來，有關就業服務業的研究並不多見，就業服務業的服務策略研究更是甚少觸及，本研究以服務無形性、同時性、易滅性與異質性四個特性的克服為出發點，探討就業服務業服務策略的內涵，並以服務設計、顧客管理、系統設計與作業管理、服務人員管理為構面。
本論文採用個案研究法，經由個案的深度訪談整理出就業服務業的服務策略全貌，找出具有代表性三種業態的個案公司建立就業服務策略架構，即經營高階職缺、中階職缺、低階職缺三不同屬性個案公司，分析、歸納、整理就業服務業關鍵服務策略，提出強化前述三屬性業態的服務策略與改善具體建議。
研究結果有12項研究發現，發展新的因應策略定義出就業服務觀點，以豐富理論架構，經個案訪談後與嚴謹的研究架構綜合彙整出本研究最適就業服務業服務策略，包含原服務特性之策略提出服務策略再加上質性研究的研究結果，共計47個因應策略，實務現象的意涵可供現有公司參考及運用。
服務設計面因應策略為求才屬性最為明顯，對照經營高階職缺為主的個案代表為一零四資訊科技股份有限公司；顧客管理面因應策略為為求職屬性較多，對照經營低階職缺為主的個案代表為發展署桃竹苗分署；系統設計與作業管理面因應策略為行政屬性明顯，對照經營中階職缺為主的個案代表為就業情報資訊股份有限公司；服務人員管理面因應策略為求才屬性明顯，對照經營高階職缺為主的個案代表為一零四資訊科技股份有限公司。

關鍵字

服務特性、就業服務業、服務策略、個案研究

並列摘要

For this study wish to bring the employment service industry services a strategy map constructed, related for employment service industry not at all many researchers to see, employment service industry is very small touch, in this study intangibility service, simultaneity, to overcome the easy flow of the heterogeneity of the four characteristics starting point, to prove employment service strategy connotation service, service design and management, customer management, system design and operations management, service personnel management facets.
This thesis adopt individual case study method, sorted out through in-depth interviews on the case of employment service tactics full view, identify cases are represents three formats company has established an employment service company and employment service policy framework, that run high-end job openings, mid-level job openings, three different attributes of low-level job openings case company, analysis, induction, sort out employment service key service policy, it proposes to strengthen the aforementioned three properties and change the format of the service strategy good concrete proposals.
There are 12 results found, develop new coping strategies define it employment service viewpoint, to enrich theoretical framework, after rigorous and case interviews integrated architecture from the study aggregated optimum employment service maintenance strategy, includes original service characteristics strategy proposed service strategy plus the results of qualitative research, total of 47 coping strategies, practical implications of the phenomenon of reference for existing companies and user.
Service design surface in response to the policy of recruiters attribute most obviously, control operation of high order-based job openings for the one hundred and four cases on behalf of the Technology Co., Ltd., customer management side coping strategies for the seeking job attribute more, for the low-level job openings control business case represent to develop the part of Taoyuan Hsinchu Miaoli bureau; system design and job management coping strategies for the administrative attribute obviously, control operations based case order job openings represent to employment Intelligence Information Co. Ltd.; service personnel management side coping strategies for recruiters talented attribute obviously, control operating high-end job openings based case represents a one hundred and four information Technology Co., Ltd.

並列關鍵字

Service characteristics ； Employment services ； Service strategy ； Case study

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