随着科技的发展和文化水平的提高，企业竞争更加激烈。企业间的竞争由最初的价格战变成人才的竞争，员工是企业最大的财富，提高员工满意度对企业的发展尤为重要。员工满意度的提高有利于提升企业向心力凝聚力，改善员工工作积极性和工作效率，提高顾客满意度，增强企业核心竞争力。然而，目前服务业在员工满意度方面存在问题较多，员工工作满意度整体较低，最终传导到客户服务质量的下降。通过研究发现，影响服务业员工满意度因素非常复杂，总体反映在组织和个人两个层面，诸如企业价值观、绩效考核、薪酬管理、员工沟通与角色感知等方面。服务业企业要提高员工满意度，必须在企业文化、员工培养、企业薪酬激励制度、企业环境等方面采取有力措施，方能达到企业管理目标，增强企业的核心竞争力。关键词（本论文范文的主要论点）：服务业；员工；满意度；激励 ABSTRACTAlong with the technical development and cultural level’s enhancement, the enterprise competition is more intense. The enterprise’s competition turns talented person’s competition by the initial price war. The staff is the enterprise greatest wealth, and it is particularly important to improve employee satisfaction on the development of enterprises. The enhancement of staff degree of satisfaction will promote enterprise centripetal force and cohesive force, and enhance the workers’ enthusiasm and their working efficiency; what’s more, it will enhance the customer degree of satisfaction and the enterprise core competitiveness. However, the service industry has many problems in the aspect of staff degree of satisfaction at present, and the whole staff work degree of satisfaction are to be low, it will conduct the quality of customer service to decline ultimately. According to research discovery, the influence service industry staff degree of satisfaction factor is complex, which mainly manifests in organization and individual aspects, such as enterprise values, achievements inspection, salary management, staff communication, role sensation and so on. In order to enhance the staff degree of satisfaction, service industry enterprise must take the effective measures in the enterprise culture, the staff raise, and the enterprise salary and environment aspects, which may achieve the enterprise management goal, and enhance the enterprise’s core competitiveness.Keywords: service industry；staff；degree of satisfaction；incentive
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