摘要:
The quick fusion of the Internet into service industry has increased the speed and efficiency of information transmission,and also promoted the upgrading of service-oriented enterprise human resource management.Moreover,the important role of human resource managers has shifted from the functional experts to supporters of business department. However,they hardly provide necessary support for business work for the lack of understanding of the related business work. This article puts forward the human resource management idea of double perspective from the perspectives of"man-agement subject"and"management object", analyzes the competency of human resource managers in service industry through the documentation method,expert discussion method,and makes an effective attempt to solve this kind of prob-lem:based on theoretical analysis,it presents 17 assumptions of human resource managers′ competency, and adds the knowledge of enterprise management,psychology and management information system into the existing researches by com-bining with the human resource management idea of double perspective; what′s more,this article selects the human re-source managers in service industry as the interviewees,deletes the ones who failed the testing of"integrity"verified by the behavior interview method,and finally obtains the competency model of human resources managers in service industry from the double perspective; it surveys the importance of 19 elements included in this model by sending the question-naire;according to the importance of each element,it proposes the improvement suggestions for the development of hu-man resource management subject to improve and promote the quality and upgrading of human resource management.%互联网快速融入服务业提升了信息传递的速度与效率,推动着服务型企业人力资源管理的升级,人力资源管理者的角色重心已从职能专家转为业务部门的支持者,但是常常因为其对相应业务工作不理解,难以为业务工作提供必要的支持.本文从"管理主体"和"管理对象"视角提出双视角人力资源管理构想,通过文献法、专家讨论法对服务业的人力资源经理胜任素质进行分析,并试图对解决该问题进行有效的尝试:基于理论分析提出17项人力资源经理胜任素质假设,结合双视角人力资源管理构想,对现有的研究补充了企业管理知识、心理学知识、管理信息系统知识;选取服务业人力资源经理为访谈对象,通过行为访谈法进行验证,删除了未经过检验的"诚信"一项,得到双视角下服务业人力资源经理胜任素质模型;通过问卷调查对模型中包含的19个要素的重要性进行测量,根据各要素的重要性对人力资源管理主体的开发提出改进意见.本文旨在从整体上提升人力资源管理人才素质,推进人力资源管理升级.