I 摘要 经济的快速发展也推动了家政服务业的发展。据国家发改委、商务部等公布数 据显示，2018年家政服务业总营业收入达到5762亿元，同比增长27.9%，预计2021 年将达到万亿规模；家政服务从业人员数量超过2800万，并持续增长。然而家政服 务业的发展质量没有完全跟上发展速度，家政服务企业小、散、弱特征明显，规范 化、信息化、集约化水平有待提升；家政服务员文化程度和综合素质偏低，中高端 家政服务员供给不足，家政服务质量满足不了人民日益增长的消费需求。针对产业 发展中的痛点和难点，国务院办公厅2019年印发了《关于促进家政服务业提质扩容 的意见》，对症下药提出10点重要任务，以实现家政服务业高质量发展。在这种背 景下，家政服务业如何抓住机遇，促进产业提质扩容，关键因素是“人”，人力资 源作为家政服务企业的主要产品，只有提高家政服务企业人力资源供给质量，才能 实现家政服务业提质扩容的目标。本文以京津冀区域家政服务企业为例，意在从员 工制、准员工制、中介制、培训学校四种类型家政服务企业入手，发现影响不同类 型家政服务企业人力资源供给质量的主要障碍因子，以此针对如何提升家政服务企 业人力资源供给质量提出对策建议。 本文梳理了系统评价理论、人力资源供应链理论，对家政服务企业、人力资源 供给质量等相关概念进行了界定，运用文献分析法并依托课题组前期研究成果，从 获取、发展、配置、反馈四个维度构建了家政服务企业人力资源供给质量评价指标 体系，通过对家政服务企业管理人员进行问卷调查收集数据，采用topsis法、障碍度 模型对家政服务企业人力资源供给质量进行了评价与主要障碍因子分析，根据分析 结果并运用SWOT分析法分析了家政服务企业内部优势、劣势，外部机会、挑战的 基础上，从宏观和微观两个层面针对如何提升家政服务企业人力资源供给质量提出 对策建议。 关键词家政服务企业；人力资源供给质量；topsis模型；障碍度；评价 Abstract III Abstract Therapiddevelopmentofeconomyalsopromotesthedevelopmentofdomestic serviceindustry.AccordingtothedatareleasedbytheNationalDevelopmentandReform CommissionandtheMinistryofCommerce,thetotalbusinessincomeofdomesticservice industryreached576.2billionyuanin2018,anincreaseof27.9%overthesameperiod lastyear.Itisexpectedthatthescaleofdomesticserviceindustrywillreachtrillionin 2021,andthenumberofdomesticserviceemployeeswillexceed28million,andcontinue togrow.However,thedevelopmentqualityofdomesticserviceindustryhasnotfullykept upwiththedevelopmentspeed.Thesmall,scatteredandweakcharacteristicsofdomestic serviceenterprisesareobvious,andthelevelofstandardization,informationizationand intensificationneedstobeimproved.Theeducationallevelandcomprehensivequalityof domesticserviceworkersarelow,thesupplyofmiddleandhigh-enddomesticservice workersisinsufficient,andthequalityofdomesticservicecannotmeetthegrowing consumerdemandofthepeople.Inresponsetothemainpointsanddifficultiesinindustrial development,theGeneralOfficeoftheStateCouncilissuedtheOpinionsonPromoting theQualityandExpansionofHomeEconomicsServicesin2019,puttingforward10 importanttaskstoachievehigh-qualitydevelopmentofHomeEconomicsServices.Inthis context,howtoseizetheopportunityandimprovethequalityandcapacityofdomestic serviceindustry,thekeyfactoris"people".Humanresourcesasthemainproductsof domesticserviceenterprises,onlybyimprovingthequalityofhumanresourcessupplyof domesticserviceenterprises,canweachievethegoalofimprovingthequalityand capacityofdomesticserviceindustry.TakingthedomesticserviceenterprisesinBeijing, TianjinandHebeiasanexample,thispaperaimstostartwithfourtypesofdomestic serviceenterprises:employeesystem,quasiemployeesystem,intermediarysystemand trainingschool,findsoutthemainobstaclefactorsthataffectthesupplyqualityofhuman resourcesofdifferenttypesofdomesticserviceenterprises,soastoputforward countermeasuresandsuggestionsonhowtoimprovethequalityofhumanresourcesupply ofdomesticserviceenterprises. Thispapercombsthesystemevaluationtheoryandhumanresourcesupplychain theory,definestherelatedconceptsofdomesticserviceenterprisesandhumanresource supplyquality,basedontheliteratureanalysisandthepreviousresearchresultsofthe researchgroup,theevaluationindexsystemofhumanresourcesupplyqualityofdomestic 河北科技大学硕士学位论文 IV serviceenterprisesisconstructedfromfourdimensionsofacquisition,development, allocationandfeedback,throughthequestionnairesurveyonthemanagementpersonnel ofdomesticserviceenterprises,thedataiscollected,andTOPSISmethodandobstacle degreemodelareusedtoevaluatethequalityofhumanresourcessupplyofdomestic serviceenterprisesandanalyzethemainobstaclefactors.Accordingtotheanalysisresults andSWOTanalysismethod,thepaperanalyzestheinternaladvantages,disadvantages, externalopportunitiesandchallengesofdomesticserviceenterprises,andonthebasisof macroandmicrolevel,thepaperputsforwardcountermeasuresandsuggestionsonthe supplyqualityofhumanresourcesindomesticserviceenterprises. KeywordsDomesticserviceenterprises;Humanresourcesupplyquality;TOPSIS model;Obstacledegree;Evaluation 目录 V 目录 摘要....................................................................................................................................I 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理论意义...........................................................................................................2 1.2.2实践意义...........................................................................................................2 1.3国内外研究综述......................................................................................................3 1.3.1国外研究综述...................................................................................................3 1.3.2国内研究综述...................................................................................................4 1.4研究框架..................................................................................................................5 1.5研究方法及技术路线..............................................................................................6 1.5.1研究方法...........................................................................................................6 1.5.2技术路线...........................................................................................................7 1.6研究创新..................................................................................................................7 第2章相关概念界定及理论基础...................................................................................9 2.1概念界定..................................................................................................................9 2.1.1家政服务企业...................................................................................................9 2.1.2人力资源供给质量.........................................................................................12 2.2相关理论基础........................................................................................................12 2.2.1系统评价理论.................................................................................................12 2.2.2人力资源供应链理论.....................................................................................13 2.3本章小结................................................................................................................14 第3章建立家政服务企业人力资源供给质量评价指标体系.....................................15 3.1家政服务企业人力资源供给质量评价指标体系的确定....................................15 3.1.1评价指标体系确定原则.................................................................................15 3.1.2评价指标的选取与确定.................................................................................15 3.2家政服务企业人力资源供给质量评价指标权重的确定....................................17 3.3本章小结.....