导游人员胜任力模型研究

发布时间：2018-02-03 19:45

本文关键词： 导游人员胜任力模型　出处：《湖南师范大学》2012年硕士论文　论文类型：学位论文

【摘要】：在国家提出把推动服务业大发展作为产业结构优化升级的战略重点,积极发展旅游业的大背景下,2011年11月28日《中国旅游业“十二五”发展规划纲要》正式发布,提出要以旅游业各类领军人才为重点,着力提高旅游人才素质,加快培养适应市场需求的各类旅游人才,建设以旅游专业技术人才、导游人才、旅游技能型人才等为核心的人才队伍体系。其中特别强调要规范导游人才队伍建设、提高导游人才素质、扩大高层次导游人才的数量,实现提升客户满意度,提高旅游行业服务质量的目标。由此可见,导游人员不仅对旅行社经营有着重要意义,而且在旅游业发展的过程中也发挥着不容小觑的作用。对导游人员进行胜任力研究,可以有效的区分优秀绩效与一般绩效的素质,更好地做好关于导游人员人力资源管理工作。本文首先通过查阅国内外文献,对胜任力内涵、胜任力模型、国内外研究现状进行了综述,提出论文研究的理论及实践意义；其次对导游人员概念、工作特点、工作职责分别进行了界定和分析；然后,本文在文献分析法的基础上,初步收集导游人员胜任力要素,通过行为事件访谈法对要素进行筛选提炼,运用定性与定量相结合的科学分析方法,构建导游人员胜任力模型层次体系,对每项胜任力要素的内涵及不同等级标准进行了详细说明和阐述,确定模型由专业知识与个人修养、专业技能、职业道德、个人特质四个维度、适应性、主动性、压力处理、冲突处理等十四个因子综合构成,接着参照胜任力模型层次体系编制调查问卷,发放给导游人员、旅行社中高层管理者、游客这三类人群；最后对回收的有效问卷运用层次分析法进行数据分析确定维度与因子指标权重及排序,构建出导游人员胜任力模型。目前,国内针对导游人员胜任力研究的成果较少,也无得到公认的评价模型,本文的针对性研究深化了胜任力在旅游业中的应用。该研究成果可为导游人员招聘、选拔培训、绩效管理、薪酬管理以及职业生涯管理等人力资源工作提供实践指导作用,并进而通过实践完善模型构成。
[Abstract]:In the country put forward to promote the development of the service industry as the strategic focus of industrial structure optimization and upgrading, actively develop tourism under the background. In November 28th 2011, the outline of the 12th Five-Year Plan for China's Tourism Industry was officially issued, and it was proposed that the quality of tourism talents should be improved with emphasis on various types of leading personnel in the tourism industry. We will speed up the training of all kinds of tourism personnel to meet the needs of the market, and build tourism professionals and tour guides. Tourism skilled personnel as the core of the talent team system, especially to standardize the construction of tour guides, improve the quality of tour guides, expand the number of high-level tour guides, and achieve customer satisfaction. The goal of improving the service quality of tourism industry shows that tour guides are not only of great significance to the operation of travel agencies. And in the process of tourism development is also playing an important role. The study of the competence of tour guides can effectively distinguish the quality of excellent performance and general performance. Better do a good job on the human resources management of tour guides. Firstly, this paper reviews the connotation of competency, competency model and the current situation of research at home and abroad, and puts forward the theoretical and practical significance of the research. Secondly, it defines and analyzes the concept, working characteristics and duties of tour guides. Then, on the basis of the literature analysis, this paper preliminarily collects the competency factors of tour guide personnel, selects and refines the elements through the behavior event interview method, and uses the scientific analysis method combining qualitative and quantitative analysis. Construct the level system of competency model of tour guide, explain the connotation and different grade standard of each competency element in detail, determine the model by professional knowledge and personal accomplishment, professional skill, professional ethics. Four dimensions of personal traits, adaptability, initiative, stress management, conflict management and other 14 factors, comprehensive composition, and then refer to the competency model hierarchy system to compile a questionnaire, issued to tour guides. Travel agency in the senior management, tourists these three groups; Finally, the effective questionnaire is analyzed by AHP to determine the weight and ranking of dimension and factor index, and the competency model of tour guide is constructed. At present, the domestic research on the competence of tour guides is less, and there is no generally accepted evaluation model. The targeted research in this paper deepens the application of competence in tourism industry. The research results can be used for the recruitment of tour guides, selection and training, and performance management. Human resource management such as salary management and career management provide practical guidance, and then perfect the model through practice.
【学位授予单位】：湖南师范大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F592.6;F272.92;F224

【引证文献】