新世纪以来，经济社会进入快速发展轨道，新兴行业、产业如雨后春笋般出现，新 的产品、新的经营模式层出不穷，电子商务作为一种新兴产业顺势而生。尤其是当中国 进入互联网+时代后，电子商务行业进入迅猛发展时期，竞争日益激烈。电子商务企业如 何顺应潮流，脱颖而出，顺利发展，关键基础在于员工素质。但是，对于大多数中小型 电子商务公司来说，员工的素质参差不齐。特别是电子商务企业的运营问题，越来越突 出，传统的经营方式成本高、绩效差，新媒体、新渠道、多网络、新形式的运营方式逐 渐呈现良好的态势与广阔发展前景。员工素质是企业发展的核心因素，是企业谋求长期 生存和持续发展的核心力量。对于电子商务企业来说同样如此，尤其是电子商务的运营 类员工更是电子商务企业人力资本的关键核心。如何提升运营类员工的素质，使得电子 商务企业能够更加系统、快速的培养出运营类的人才，这是目前电子商务企业需要迫切 关注的问题。 为此，本研究以A电子商务公司为研究对象，素质提升相关的理论为依据，从提升 运营类员工素质的角度，首先对A电子商务公司的运营类员工素质情况进行了分类排查 调研，查找目前A电子商务公司在运营类员工素质方面存在的主要问题。其次，根据实 证研究中的问卷调查法，结合A电子商务公司实际，探索设计调查问卷。最后，提出电 子商务企业要把运营类员工素质的提升作为企业战略发展核心，研究探讨，制定对策， 把运营类员工素质提升与企业文化、企业发展理念相结合，使A电子商务公司运营类员 工素质不断发展提升，进而带动整个A电子商务公司的新发展。 关键词：电子商务企业；运营类员工素质；素质提升 中原工学院硕士学位论文 II Abstract Sincethenewcentury,theeconomyandsocietyhaveenteredarapiddevelopmenttrack, newindustrieshavesprungup,aswellasnewproductsandnewbusinessmodels,whichmake thee-commercebecomeanewandpromisingindustry.EspeciallywhenChinaenterstheInternet plusera,thee-commerceindustryisenteringaperiodofrapiddevelopment,andthecompetition isbecomingincreasinglyfierce.Howe-commerceenterprisesconformtothetrend,standoutand developsmoothlytrulydependsonthequalityofemployees.However,formostsmalland medium-sizede-commercecompanies,thequalityofemployeesisuneven.Especiallythe operationproblemsofe-commerceenterprisesarebecomingmoreandmoreprominent.Infact, thetraditionaloperationmoderequireshighcostbutwithpoorperformance.Newmedia,new channels,multinetworksandnewformsofoperationmodearegraduallyshowingagoodtrend andbroadprospectsforenterprisedevelopment.Thequalityofemployeesisthecorefactorfor enterprisedevelopmentandlong-termsurvival.Thesameistruefore-commerceenterprises, especiallytheoperationemployeesarethekeycoreofhumancapitaline-commerceenterprises. Therefore,howtoimprovethequalityofoperationstaff,sothate-commerceenterprisescantrain operationtalentsmoresystematicallyandquickly,becomesanurgentproblemfore-commerce enterprises. Forthisreason,thisstudytakesane-commercecompanyastheresearchobject,basedonthe theoryofqualityimprovement.Fromtheperspectiveofimprovingthequalityofoperation employees,thepaperfirstconductsaclassifiedinvestigationonthequalityofoperation employeesofane-commercecompany,andfindsoutthemainproblemsexistinginthequalityof operationemployeesofane-commercecompany.Secondly,accordingtothequestionnaire methodintheempiricalstudy,combinedwiththeactualsituationofane-commercecompany, explorethedesignofthequestionnaire.Finally,itsuggeststhate-commerceenterprisesshould taketheimprovementofthequalityofoperationemployeesasthecoreofenterprisestrategic development.Bystudying,discussingandformulatingcountermeasures,tocombinethe improvementofoperationemployeeswithenterprisecultureandenterprisedevelopmentconcept, thustoimprovethequalityofoperationemployeesofane-commercecompany,andthendrive thenewdevelopmentofthewholeane-commercecompany. Keyword:E-commerceenterprises;Qualityofoperationstaff;Qualityimprovement 中原工学院硕士学位论文 III 目录 摘要.....................................................................................................................................................................I Abstract.............................................................................................................................................................II 1绪论.................................................................................................................................................................1 1.1研究背景..............................................................................................................................................1 1.2研究意义..............................................................................................................................................2 1.2.1理论意义..................................................................................................................................2 1.2.2现实意义..................................................................................................................................2 1.3研究综述..............................................................................................................................................3 1.3.1国外研究现状..........................................................................................................................3 1.3.2国内研究现状..........................................................................................................................4 1.4研究结构及研究方法..........................................................................................................................5 1.4.1研究结构..................................................................................................................................5 1.4.2研究方法..................................................................................................................................5 1.4.3技术路线..................................................................................................................................6 2理论基础.........................................................................................................................................................8 2.1素质理论基础......................................................................................................................................8 2.1.1概念的界定..............................................................................................................................8 2.1.2素质构成要素..........................................................................................................................9 2.2公司员工素质研究..............................................................................................................................9 2.2.1员工素质的构成......................................................................................................................9 2.2.2员工素质的影响因素..............................................................................................................9 2.2.3员工素质提升的基本途径....................................................................................................10 2.3电子商务公司员工素质研究............................................................................................................10 2.3.1客服类员工素质....................................................................................................................10 2.3.2美工类员工素质....................................................................................................................11 2.3.3运营类员工素质....................................................................................................................11 2.4冰山模型理论....................................................................................................................................12 3A电子商务公司运营类员工素质现状.........................................................................................................15 3.1A电子商务公司基本情况及特征分析.............................................................................................15 3.1.1A电子商务公司概况............................................................................................................15 3.1.2发