基于扎根理论的HR部门顾客关系管理影响因素研究

将顾客关系管理理念用于HR部门职能研究,提出HR部门顾客关系管理理论体系。运用扎根理论,借助深度访谈数据资料和文献总结,建构了中国背景下HR部门顾客关系管理影响因素的三维概念结构模型,具体包括内部员工满意、外部利益相关者满意以及顾客导向。最后提出,坚持以顾客为导向,关注内部员工满意度和外部利益相关者满意度的提升是实现HR部门顾客关系管理最优化的关键。

Study on Factors Affecting HR Department's Client Relationship Management Based on Grounded Theory

This paper,brings forward HR department’s client relationship management theory to put the notion of client relationship management into the study of HR department’s functions.By the use of grounded theory,based on the data from deep interview and the reviews of existent literatures,the construction model of factors affecting HR department’s client relationship management in the context of China is established,which consists of three angles,that is,internal employees’ satisfaction,external stakeholders’satisfaction,and client orientation.The paper puts forward that improving internal employees’satisfaction and external stakeholders’satisfaction on the principle of client orientation is the key to optimizing HR department’s client relationship management.