随着社会的发展和人民生活水平的提高，人们开始更多的关注自己的健康， 政府也大力投入到了医疗条件和医疗水平的建设上，中国的医疗企业跟着蓬勃发 展，心电图机欧亿·体育（中国）有限公司近些年来也飞速发展起来，从刚开始的进口，到后来自己研发， 现在国产心电图机已经打开了国内的市场，为了更好的服务大众和各大医疗机构， 企业除了销售、研发、生产，售后部门也异军突起，心电图机欧亿·体育（中国）有限公司的售后人员包 括了在公司接听客户报修电话的客服人员，也包括到医院给客户安装机器的安装 调试工程师，他们是在后方支持着销售人员的销售业务的人员，也给研发工作提 供数据支持的人员，随着心电业务的快速发展，售后人员这支队伍也发展得非常 快速，做到了随时响应客户问题。 本文以医疗欧亿·体育（中国）有限公司的分支心电图机欧亿·体育（中国）有限公司的售后人员为研究对象，本文结合国内 外学者对员工敬业度测量和影响因素的研究，选出对员工敬业度具有影响的代表 性因素，然后采用德尔菲法，由长期从事心电图机欧亿·体育（中国）有限公司的专家选取出对心电图机 欧亿·体育（中国）有限公司售后员工敬业度起决定意义的因素，其中包括两个变量工作资源因素和工作 需求因素，十个指标分别是工作特征、心理氛围、高绩效的工作实践、薪酬满意、 组织和社会支持、工作负荷、人际冲突、角色冲突、工作家庭冲突、工作不安全 感，根据这些影响因素，形成调查问卷，经过调查研究形成数据，分析数据并使 用描述性统计分析方法来了解心电图机售后欧亿·体育（中国）有限公司员工敬业度的现状，再通过验证 性因素分析，验证了两个变量和十个指标的信度和效度，最后通过回归因素分析， 最终确认两个变量和十个指标对心电图机欧亿·体育（中国）有限公司售后员工敬业度有显著的影响，然 后通过对心电图机欧亿·体育（中国）有限公司售后人员的敬业度情况进行分析，从而提出切实可行的提 升员工敬业度的对策建议，消除一系列负面影响，以期能够对心电图机欧亿·体育（中国）有限公司售后 服务与人员的整体素质进行提升。 关键词：售后人员；心电图机；员工敬业度；影响因素 II Abstract With the development of the society and the improvement of people's living standard, people begin to pay more attention to their health, the government is also investing heavily in the construction of medical condition and medical level, China's medical treatment follow booming, ECG machine industry has developed rapidly in recent years, from the beginning of the entrance, then their research and development, domestic ECG machine has now opened the domestic market, in order to better serve the public, and major medical institutions, enterprises in addition to sales, production, ECG machine industry after-sales personnel includes answering customer service telephone customer service staff in the company, also to go to the hospital to install the machine installation and debugging engineer, they are in the rear support the sales staff sales personnel, also provide data support for research and development personnel, with the rapid development of electrical business, after-sales personnel is also developing very fast, this team did it in response to customer problems at any time. Based on electrocardiogram machine industry branch of the medical industry, after-sales personnel as the research object, this paper combined with domestic and foreign scholars on the influence factor of employee engagement survey and research, to select the representative factors of the impact of employee engagement with, and then USES the Delphi method, by the long engaged in electrocardiogram machine industry experts to select out the electrocardiogram machine industry after employee engagement decisive factors, including two variables, job resources factor and demand factor, ten indexes were job characteristics, psychological atmosphere, high performance work practice, pay satisfaction, organizational and social support, work load, interpersonal conflict, role conflict and work family conflict, job insecurity, according to these factors, the formation of questionnaires, forms through investigation and research data, analyze data and use descriptive statistics analysis method to understand the electrocardiogram machine service industry present situation of employee engagement, again by confirmatory factor analysis, to verify the two variables and 10 indexes of reliability and validity, and finally through regression factor analysis, finally confirmed that two variables and the ten indicators of electrocardiogram machine industry after employee engagement has a significant effect, and then through engagement of electrocardiogram machine industry after-sales personnel situation analysis, so as to put forward the III feasible Suggestions on improve employee engagement, eliminate a series of negative effects, in order to be able to electrocardiogram machine industry to improve the general quality of the after-sales service and staff. Key Words：After-sales Personnel; ECG Machine; Employee Engagement; Influence Factor IV 目录 摘要 ............................................................................................................ I Abstract ...................................................................................................... II 目录 ....................................................................................................... …IV 第一章 绪论 ............................................................................................ 1 1.1 研究背景 ......................................................................................................... 1 1.2 研究意义 ......................................................................................................... 1 1.2.1 实践意义 ................................................................................................................. 1 1.2.2 理论意义 ................................................................................................................. 2 1.3 研究目的 ......................................................................................................... 2 1.4 研究内容和方法 ............................................................................................. 2 1.4.1 研究内容 ................................................................................................................. 2 1.4.2 研究方法 ................................................................................................................. 3 1.5 研究的创新点 ................................................................................................. 3 第二章 文献综述 .................................................................................... 5 2.1 员工敬业度的定义 ......................................................................................... 5 2.1.1 国外关于员工敬业度内涵的研究 ......................................................................... 5 2.1.2 国内关于员工敬业度内涵的研究 ......................................................................... 7 2.2 员工敬业度的结构研究 ................................................................................. 7 2.2.1 国外关于员工敬业度的结构研究 ......................................................................... 8 2.2.2 国内关于员工敬业度的结构研究 ......................................................................... 9 2.3 员工敬业度的测量研究 ................................................................................. 9 2.3.1 国外关于员工敬业度的测量研究 ......................................................................... 9 2.3.2 国内关于员工敬业度的测量研究 ....................................................................... 10 2.4 员工敬业度的影响因素研究 ....................................................................... 10 2.4.1 国外关于员工敬业度影响因素的研究 ............................................................... 11 2.4.2 国内关于员工敬业度影响因素的研究 ............................................................... 11 2.5 文献述评 ....................................................................................................... 12 第三章 心电图机欧亿·体育（中国）有限公司售后员工敬业度现状调查设计和分析 ............ 14 3.1 心电图机欧亿·体育（中国）有限公司现状 ....................................................................................... 14 3.2 员工敬业度在心电图机欧亿·体育（中国）有限公司售后部门的影响 ........................................... 14 3.3 心电图机欧亿·体育（中国）有限公司售后员工敬业度的影响因素构成 ....................................... 15 3.3.1 基于德尔菲法的影响因素筛选过