成都理工大学硕士学位论文基于心理契约的员工满意度评价研究姓名：骆毓燕申请学位级别：硕士专业：管理科学与工程指导教师：张霞;江林茜20090501摘 要 I 基于心理契约的员工满意度评价研究基于心理契约的员工满意度评价研究基于心理契约的员工满意度评价研究基于心理契约的员工满意度评价研究 作者简介：骆毓燕，女，1982 年 5 月生，师从成都理工大学张霞教授与江林茜副教授，2009 年 6 月毕业于成都理工大学管理科学与工程专业，获得管理学硕士学位。 摘摘摘摘 要要要要 进入知识经济时代，经济社会赖以发展的战略性资源发生了根本性变化，人力资源已经社会、国家、企业可持续发展的最重要资源。世界知名企业的成功发展历程在向世人昭示人力资源成为决定企业成败的关键。 面对着日益竞争激烈的市场和不断变化的组织环境， 企业如何能在变中以不变应万变， 提高员工满意度，吸引人才，留住人才，激励人才，实现企业与员工的和谐发展已成为当务之急。 企业与员工间的契约关系是组织环境中一种普遍存在的现象， 除了显而易见的经济契约外，隐含的、非正式的心理契约在企业员工管理中逐渐凸显其作用，良性心理契约的善用将对员工满意度的提高具有极其重要的意义。 本文试图以心理契约为研究视角， 将心理契约的研究成果纳入员工满意度评价、企业员工管理框架体系中，引导员工心理契约向有利于企业方向发展，这样企业员工的满意度呈现较高， 企业的生产率随之上升， 同时利用科学的、 有效的、简便的研究方法对企业员工满意度进行评价， 其研究思路及结论可供同类企业员工满意度的测评及其管理借鉴。 在对前人研究成果文献综述的基础上，本文对心理契约与员工满意度等相关理论系统梳理，设计基于心理契约的员工满意度评价体系，根据工程勘察施工行业中比较有代表性企业的员工访谈及问卷调查等情况， 验证心理契约与员工满意度存在显著相关的假设，运用层次分析法改进后的 G1 法、模糊综合评判法及多元统计方法进行员工满意度评价，并提出从心理契约三维度出发，构建良性心理契约，使之服务于员工满意度的改善与提高，促进企业发展。 论文研究的主要内容如下： 1）回顾了国内外学者对心理契约与员工满意度的研究进展，表述了心理契约与员工满意度的理论基础，并根据研究的实际要求，界定其相关内容； 2）以理论基础为背景，系统地构建了基于心理契约的员工满意度评价体系，对前期访谈诊断分析、评价指标体系建立、问卷设计及统计分析、评价模型构建及应用、基于心理契约的员工满意度提升等进行了任务和内容的解析； 3）以一手数据资料为基础，以定量化数据处理、统计方法及评价模型应用等方式对员工满意度评价，同时将层次分析法（AHP）改进后的 G1 法应用于员工成都理工大学硕士学位论文 II 满意度的模糊综合评价中，便于对评价指标体系中各层指标权重的确定，弥补了AHP 法的一些缺陷； 4）选取工程勘察施工行业中比较有代表性的企业员工作为案例研究对象，采用访谈与问卷实地调查的形式取得数据信息资料，通过描述统计、多元统计等方法分析心理契约与员工满意度的关联性， 数据分析结果验证心理契约与员工满意度存在明显相关； 5）根据案例企业实际情况及具体评价结果，提出分别从心理契约的规范维度、人际维度、发展维度三方面提升员工满意度的建议对策。 关键词：心理契约 员工满意度 评价 Abstract III Research on Evaluation of Employee Satisfaction Based on Psychological Contract Introduction of the author: Luo Yuyan, female, was born in May, 1982, whose tutor was Professor Zhangxia and Associate Professor Jiang Linqian. She graduated from Chengdu University of Technology in Management Science and Engineering major and was granted the Master Degree in June, 2009. Abstract In the context of era of knowledge-driven economy, strategic resources relied on economic and social development have been a fundamental change, and human resources have been the most important during sustainable development of society nation, corporate. The success of world-renowned companies shows that human resources become the key to deciding the success or failure. Faced with an increasingly competitive market and changing organizational environment, how to improve employee satisfaction, attract and retain talent, motivate people, realize businesses and employees keep harmonious development for companies have turned into imperative. Contractual relationship between enterprises and employees is a widespread phenomenon existing in the organizational environment. In addition to obvious economic contract, the implicit, informal psychological contract gradually highlights its role in employees management. Making good use of positive psychological contract will be extremely important in the improvement of employee satisfaction. This thesis attempts to take psychological contract as a research perspective that will come within employee satisfaction evaluation and employees management framework system to guide employee psychological contract to develop to be favorable to enterprises. So employee satisfaction will take on highly, the productivity of enterprises then will increase. At the same time, ideas and conclusions gotten by the use of scientific, effective, easy methods to evaluate employee satisfaction will be utilized as a source of reference for evaluation and management of similar enterprises in employee satisfaction. On a basis of reviewing results of previous studies, this article systematically introduces theories of psychological contract, employee satisfaction and other related and design evaluation system of employee satisfaction based on psychological contract. 成都理工大学硕士学位论文 IV According to interviews and questionnaires from typical enterprises in reconnaissance and construction industry, its confirmed that the correlation between psychological contract and employee satisfaction is definitely significant. Then employee satisfaction is made evaluation by using G1 method, improved on AHP, fuzzy comprehensive evaluation method and multivariate statistical methods, and in the view of three-dimensional degree of psychological contract, building a healthy psychological contract to serve the improvement and enhancement of employee satisfaction, and promote enterprise development is put forward. The main contents this thesis will make research and discussion on as follows: Firstly, make a review of domestic and foreign researches on the psychological contract and employee satisfaction, describe theoretical foundation of psychological contract and employee satisfaction, and define relevant contents based on actual requirements; Secondly, on the background of theories basis, systematically build an employee satisfaction evaluation system based on psychological contract, and also make an analysis of tasks and contents of pre-interview diagnosis, evaluation index system, questionnaire design and statistical analysis, evaluation model structuring and