餐饮行业的员工尤其是门店员工的不合理离职现象严重制约了需要提供高品质、 同品质服务的连锁餐饮企业发展，成为企业发展中不可忽视的一个重要问题。如何正 确判断门店员工离职原因，避免员工的不正常离职，提高员工忠诚度，优化人力资源 管理，是众多企业成长和壮大的关键所在。在部分企业积极探索，不断革新的同时， 更多的企业因为对门店员工离职问题重视不够，而正在逐渐落败、消亡。 本文从提升员工忠诚度的角度出发，结合国内外学者对企业员工忠诚度、离职、 培训、激励等关键问题的研究，以需求层次理论、组织认同理论等经典理论为基础， 对B公司门店员工忠诚度进行分析。研究获取了B公司门店员工离职情况的第一手 数据，分析B餐饮连锁公司所在行业的产业现状、发展状况，B餐饮连锁公司目前员 工基本构成、门店员工离职率情况等，归纳B餐饮连锁公司目前企业发展情况和困 境。在此基础上，研究B公司的招聘、培训、薪酬、晋升等诸多人力资源管理内容 对员工离职的影响，总结归纳B餐饮连锁公司目前员工离职存在的问题、产生原因、 具体表现和人力资源体系管理上的缺陷。最终从人力资源规划制定、入职培训、员工 福利、组织环境和职业生涯等方面对B公司人力资源管理体系提出了优化建议。以 研究的理论基础为起点，针对B餐饮连锁公司员工离职的问题分析，对其人力资源 管理体系相关环节提出优化设计改进建议。从具体实施的层面，以B餐饮连锁公司 人力资源体系优化建议为基础，设计实施方案，明确如何开展及如何保障。 关键词：离职；忠诚度；人力资源管理；优化建议 III Abstract The unreasonable turnover of employees in catering industry, especially in stores, seriously restricts the development of catering chain enterprises, which need to provide high quality and same-quality services, and becomes an important issue that cannot be ignored in the development of enterprises. How to correctly judge the reasons for employees' turnover, avoid abnormal turnover, improve employee loyalty and optimize human resources management is the key to the growth and growth of many enterprises. While some enterprises are actively exploring and innovating, more and more enterprises are failing and dying because they do not pay enough attention to the problem of employee turnover. From the perspective of improving employee loyalty, this paper combines the research on key issues such as employee loyalty, turnover, training and incentive by scholars at home and abroad. Based on classical theories such as demand level theory, incentive theory and organizational identity theory, this paper analyses employee loyalty of B company's stores. The first-hand data of B company's employee turnover are obtained. The industry status and development status of B catering chain company are analyzed. The basic composition of employees and turnover rate of employees in B catering chain company are summarized. The current development situation and dilemma of B catering chain company are summarized. On this basis, this paper studies the impact of recruitment, training, salary, promotion and many other human resources management contents on employee turnover of B catering chain company, and summarizes the existing problems, causes, specific manifestations and defects in human resources management system of B catering chain company. Finally, from the aspects of human resources planning, induction training, employee welfare, organizational environment and career, this paper puts forward some suggestions on the optimization of human resources management system of Company B. Starting from the theoretical basis of the study, this paper analyses the problem of employee turnover in B catering chain company, and puts forward suggestions IV for optimization design and improvement of its human resource management system. From the specific implementation level, based on B catering chain company human resources system optimization suggestions, design implementation plan, clear how to carry out and how to protect. Keywords: Turnover; Human Resource Management; Loyalty; Optimization Suggestions 目录 致谢................................................................ I 摘要............................................................... II Abstract ........................................................... III 第1章 绪论........................................................ 1 1.1 研究背景 ...................................................... 1 1.2 研究意义 ...................................................... 2 1.2.1现实意义 ................................................... 2 1.2.2 理论意义 ................................................... 3 1.3 研究内容 ...................................................... 3 1.4国内外研究综述 ................................................. 4 1.4.1 国内研究现状 ............................................... 5 1.4.2 国外研究现状 ............................................... 7 1.5 研究方法和技术路线 ............................................ 8 第2章 相关理论基础................................................ 10 2.1 相关概念 ..................................................... 10 2.1.1 连锁餐饮企业 .............................................. 10 2.1.2 员工忠诚度 ................................................ 12 2.1.3 人力资源管理体系 .......................................... 14 2.2 理论基础 ..................................................... 16 2.2.1 需求理论 .................................................. 17 2.2.2 组织认同理论 .............................................. 21 2.2.3 理论基础与研究内容的综合应用 .............................. 23 第3章 B公司人力资源管理现状分析 .................................. 25 3.1行业背景和企业简介 ............................................ 25 3.1.1 行业背景 .................................................. 25 3.1.2 企业简介 .................................................. 26 3.2 B公司人力资源管理现状 ...................................... 27 3.2.1 B公司人力资源管理战略与规划 ............................... 27 3.2.2 B公司门店员工招聘与配置 ................................... 28 3.2.3 B公司门店员工培训与开发 ................................... 29 3.2.4 B公司门店员工绩效与薪酬管理 ............................... 30 3.2.5 B公司门店员工关系管理 ..................................... 31 第4章 B公司门店员工忠诚度问题分析 ................................ 33 4.1 B公司门店员工忠诚度现状 ...................................... 33 4.1.1 高居不下的门店员工离职率 .................................. 33 4.1.2 门店管理腐败频生 .......................................... 38 4.1.3 消极怠工情况普遍 .......................................... 38 4.2 B公司人力资源管理体系问题分析 ................................ 39 4.2.1 B公司门店员工离职原因分析 ................................. 39 4.2.2 缺少针对员工忠诚度提升的人力资源管理战略规划 .............. 42 4.2.3 绩效与薪酬管理不能满足员工需求 ............................ 42 4.2.4 员工培训与开发不能取得有效的回报 .......................... 42 4.2.5 员工关系管理中长期缺乏员工满意度的重视 .................... 43 第5章 B公司门店员工忠诚度提升优化方案 ............................ 44 5.1 制定合理的人力资源战略与规划 ................................. 44 5.1.1 引入第三方介入评估人力资源管理现状 ........................ 44 5.1.2 引起企业中高层管理者对人力资源战略规划制定的重视 .......... 44 5.1.3 提高人力资源管理工作人员的专业素质 ........................ 45 5.2 不断改进绩效考核与薪酬管理机制 ............................... 45 5.2.1 淡化数字化的绩效评估，强化团队绩效评估 .................... 45 5.2.2 完善并公开薪酬激励体系 .................................... 46 5.3 在员工培训与开发中明确忠诚教育 ............................... 47 5.3.1 加大培训开发投入 .......................................... 47 5.3.2 提高信息沟通技术手段应用 .................................. 47 5.3.3 善用“组织内认同”和“组织外认同” ............................ 48 5.3.4 关心员工的职业生涯 ........................................ 48 5.4 构建全方位关怀的员工关系 ..................................... 49 5.4.1 认真倾听员工需求 .......................................... 49 5.4.2 关心员工后顾之忧 .......................................... 50 5.4.3 及时介入离职管理 .......................................... 50 5.5 方案实施计划及