Research On Service Values Of Employees In Service Enterprises

As the coming of service economy, the development of service industry and the improvement of service quality have been the symbol and guarantee of a city or a country's blossom. Service has been the main content of competitive management. Service and Service culture have been the striking cantus of the society. In this great age of reform and development, the values and the way of people's thinking and behavior have been changing. In order to push these service enterprises forward, it is required to build new systems of management, service and functioning, and it is also needed to change the traditional service mind, to build up the service values the serving economy calls for.Based on the relative studies, this research raises the academic assumption on the structure of employees' service values in service enterprises, and it works out the prefabricated research questionnaire basing on theory assumption and experts interview. Finally, the formal questionnaire was achieved by the measure of factor analysis. The relative results are as follows:(1) Service values of employees in service enterprises conclude two dimensionalities: value aim of service, value means of service. Value aim of service constructed by self-oriented aim and society-oriented aim; while value means of service was formed by service attitude, service ethic and service skill.(2) The test of reliability degree and efficiency degree reflects a good result, so it is guaranteed that the research questionnaire on service values of employees in Chongqing telecom enterprises can be a beneficial tool for appraising the service value of employees in telecom enterprises.(3) As a whole, the status quo of employees' service values in Chongqing telecom enterprises is all right. As for the employees' appraisement on service values, no obvious difference is found with sex, education degree and duty, while there are obvious differences with age, enterprise and the time in service.(4) In the study on the weightiness of service value aims, we found that self-oriented aim was attached importance to, while society-oriented aim was neglected; In the research on value means of service, no obvious deflection was found.(5) Based on the study results before, employees' service values can be improved in the following ways: First of all, to strengthen the construction of enterprise systems, so as to form the fine circle of service values development; secondly, to take advantage of scientific educational measures, and to construct the new system of service values according with the call of time; thirdly, to create a favorable social atmosphere, in order to provide a powerful ensure for the development of service values.The innovation point of this research lies on the systemic study on employees' service values in service enterprises by the means of demonstration study, which has not only enriched the study on service values, but also taken a helpful explore into the quantificational study on service values.