大连导游员工工作压力调查研究
发布时间：2018-09-03 14:01
【摘要】：随着我国旅游业的快速发展，导游工作压力问题日益突出。导游工作压力过大不仅影响导游个人身心健康，导致服务质量下降，游客投诉增多，还会对大连旅游业的发展和城市形象产生消极作用。 本文以大连导游为研究对象，通过对文献的梳理，在访谈基础上，对大连导游的工作压力源进行调查，使用SPSS18.0统计分析软件进行描述及差异性分析。该研究有助于大连市旅游管理部门和旅行社掌握导游工作压力情况，为缓解导游工作压力策略提供依据。本研究采用随机抽样的调查方法，对大连137名一线导游进行问卷调查。调查结果表明：大连导游工作压力总体处于中等水平，其中工作负荷和人际关系所造成的工作压力相对突出；性别和受教育程度对导游工作压力感知没有显著差异，但工作压力会因年龄、从业年限、执业方式和婚姻状况的不同而有显著差异；大连导游的工作压力感知和认知方面存在着很大差异；新《旅游法》执行对大连导游工作压力没有明显的缓解。 基于上述调查结果，，本文试图在研究基础上，根据国内文化背景和导游工作压力情况，对导游职业群体进行探索性研究，通过调查量表分析，帮助大连市旅游管理部门和旅行社了解导游工作压力来源和现象，制定相应策略，加强管理，改善工作环境，减少对导游人员的负面影响，留住优秀人才，提高导游服务质量和游客满意度。
[Abstract]:With the rapid development of tourism industry in China, the pressure of tour guide work is increasingly prominent. Too much pressure on tour guides not only affects the physical and mental health of tour guides, but also leads to a decline in service quality, an increase in complaints from tourists, and a negative impact on the development of tourism industry and the image of the city in Dalian. This article takes Dalian tour guide as the research object, through combing the literature, on the basis of the interview, carries on the investigation to the Dalian tour guide's work pressure source, uses the SPSS18.0 statistical analysis software to carry on the description and the difference analysis. The study is helpful for Dalian tourism management department and travel agency to grasp tour guide work pressure and provide basis for relieving guide work pressure strategy. In this study, 137 first-line tour guides in Dalian were investigated by random sampling. The results show that the working stress of tour guides in Dalian is generally at the medium level, and the work stress caused by workload and interpersonal relationship is relatively prominent, and there is no significant difference between gender and education level in the perception of work stress of tour guides. However, there are significant differences in job stress among different ages, years of employment, practice style and marital status, and there are great differences in the perception and cognition of work stress among tour guides in Dalian. The implementation of the new Tourism Law has not significantly alleviated the pressure on tour guides in Dalian. Based on the above investigation results, this paper attempts to carry out exploratory research on the professional groups of tour guides according to the domestic cultural background and the working pressure of tour guides on the basis of the research. To help Dalian's tourism management departments and travel agencies understand the sources and phenomena of tour guides' work pressure, formulate corresponding strategies, strengthen management, improve the working environment, reduce the negative impact on tour guides, and retain outstanding talents. Improve tour guide service quality and tourist satisfaction.
【学位授予单位】：东北石油大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592.6
本文编号：2220180
[Abstract]:With the rapid development of tourism industry in China, the pressure of tour guide work is increasingly prominent. Too much pressure on tour guides not only affects the physical and mental health of tour guides, but also leads to a decline in service quality, an increase in complaints from tourists, and a negative impact on the development of tourism industry and the image of the city in Dalian. This article takes Dalian tour guide as the research object, through combing the literature, on the basis of the interview, carries on the investigation to the Dalian tour guide's work pressure source, uses the SPSS18.0 statistical analysis software to carry on the description and the difference analysis. The study is helpful for Dalian tourism management department and travel agency to grasp tour guide work pressure and provide basis for relieving guide work pressure strategy. In this study, 137 first-line tour guides in Dalian were investigated by random sampling. The results show that the working stress of tour guides in Dalian is generally at the medium level, and the work stress caused by workload and interpersonal relationship is relatively prominent, and there is no significant difference between gender and education level in the perception of work stress of tour guides. However, there are significant differences in job stress among different ages, years of employment, practice style and marital status, and there are great differences in the perception and cognition of work stress among tour guides in Dalian. The implementation of the new Tourism Law has not significantly alleviated the pressure on tour guides in Dalian. Based on the above investigation results, this paper attempts to carry out exploratory research on the professional groups of tour guides according to the domestic cultural background and the working pressure of tour guides on the basis of the research. To help Dalian's tourism management departments and travel agencies understand the sources and phenomena of tour guides' work pressure, formulate corresponding strategies, strengthen management, improve the working environment, reduce the negative impact on tour guides, and retain outstanding talents. Improve tour guide service quality and tourist satisfaction.
【学位授予单位】：东北石油大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F592.6
【参考文献】
相关期刊论文 前1条
1 许小东;;管理者工作内源压力与外源压力的结构模型研究[J];管理工程学报;2007年01期
本文编号：2220180
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