人才是企业组织的灵魂，是企业发展的基础。建立有效的人才激励机制，并完成
相关的激励管理工作，是运用人才，发挥人才作用的重要条件。企业现场服务员工的
管理是企业对客户服务管理过程中的重点和难点。现场服务员工的激励水平会直接影
响客户感知服务质量，从而影响客户整体价值体验。任何已经拥有现场服务员工的企
业都有必要投入更多的精力，来关注现场服务员工的激励状况和问题。
本文主要采用了理论结合实践的研究方法，并同时运用了其他一系列的科学理论
与研究方式。试图通过科学的理论和方法，结合 A 公司现场服务员工实际激励情况，
分析 A 公司现场服务员工目前激励过程中的不足和问题，并最终提供有建设性和具
有可操作性的激励改善方案。
希望通过本文的研究，为 A 公司以及其他类似企业对现场服务员工的有效激励
研究提供经验和启示。同时，也希望可以为其他相关岗位员工的激励机制与措施的完
善提供有价值的参考和借鉴。
关键词： 售后现场服务员工 客户服务 激励改善 绩效考核
作 者：许 聪
指导老师：袁勇志
ABSTRACT
Nowadays, with economic rapid development, almost all of the enterprises are paying
more and more attention to the subject of customer value experience. And excellent customer
value experience requires enterprise provide besides humanity, innovative products, and must
equip with first-class customer service team, to create unprecedented opportunity for customer.
According to the characteristics of the enterprise product or service, in order to meet
customer’s demand, a significant proportion of customer service activities require field service
staff dispatch to customer site for customer service work.
Talent is the soul of enterprise organization, is the foundation of enterprise development.
To establish an effective incentive mechanism of talents, and achieve related incentive
management are the important factor for applying talents, exerting the function of talents.
Management of enterprise field service staff is the important and difficult point of customer
service management procedure for enterprise. Incentive levels of field service staff will affect
customer perceived service quality directly, then affect customer integral value experience.
Any enterprises which have owned field service staff are necessary to put more energy, to pay
more attention to the status and problems of field service staff incentive.
The paper mainly adopts the research methods of integrating theory with practice, and at the
same time applies the other a series of scientific theory and research methods. Try to through the
scientific theory and method, combine with actual incentive status of A company’s field service
staff, analysis shortages and problems in the incentive progress of A company’s field service staff,
and finally provide constructive and operable incentive improvement scheme.
It is hoped that the paper can provide experience and enlightenment of the effective
incentive research for A company and other similar enterprises. In the meantime, it’s hoped
that the paper can provide valuable reference for perfecting other related staff incentive
mechanism and measures.
KEY WORDS: After-sale field service staff, Customer service, Incentive
improvement，Performance evaluation
Written by: Xu Cong
Supervised by:Yuan Yong zhi
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