导游人员胜任力模型的构建及应用研究

发布时间：2018-02-12 00:54

本文关键词： 导游人员旅行社胜任力胜任力模型　出处：《合肥工业大学》2013年硕士论文　论文类型：学位论文

【摘要】：在人力资源管理领域，胜任力已成为其重要的组成部分之一，胜任力模型已经作为一种新型的人力资源评价分析技术应用到企业的人力资源管理当中。胜任力模型在人力资源的甄选、绩效、培训、评估等环节中都起着至关重要的作用，企业可以依据岗位的胜任力模型来对人员进行各个方面的评判，从而为企业招募、发展以及保留人才。本文首先对旅行社、导游人员以及胜任力和胜任力模型的概念进行了界定，，在以往学者对导游人员素质和胜任力研究的基础上，运用职责素质分析法、行为事件访谈法等获取导游人员的胜任力要素。经过归纳整理，共得到29项导游人员胜任力要素，即责任心、主动服务意识、诚信正直、团队精神、敬业、成就欲、身心健康、仪表仪容、爱国主义、社会公德、遵纪守法、礼仪修养、语言知识、人文史地知识、政策法规知识、专业基础知识、其他旅行相关知识、语言技能、人际交往能力、沟通能力、领导能力、协调控制能力、知识应用能力、自主学习能力、归纳分析能力、危机处理能力、应变能力、创新发展能力与自我调控能力。然后根据得到的这29项导游人员胜任力要素，设计、分发调查问卷，对问卷调查回收的数据运用SPASS软件进行描述性统计分析、探索性统计分析和信度检验，最终把29项胜任力要素归为七大类，分别是：品德特质、文化特质、管理能力特质、公关技能特质、职业态度特质、自我发展能力特质、人格特质，由此构建出旅行社导游人员的胜任力模型。最后依据得到的胜任力模型，构建旅行社导游人员的胜任力评价指标体系，之后运用层次分析法（AHP）对指标体系进行了权重计算，得出各级胜任力指标的权重，并通过模糊综合评价法进行了招聘导游人员的实例分析，分析结果可以为管理者是否录用候选人提供决策依据，同时也为导游人员的培训、绩效考核、晋升等人力资源管理提供了有效的借鉴工具和方法。
[Abstract]:In the field of human resources management, competence has become one of its important components, Competency model has been applied to human resource management as a new technology of human resource evaluation and analysis. Competency model plays an important role in human resource selection, performance, training, evaluation and so on. According to the competency model of the position, the enterprise can judge the personnel in all aspects, so as to recruit, develop and retain talents for the enterprise. This paper first defines the concepts of travel agency, tour guide personnel, competency and competency model. On the basis of previous scholars' research on tour guide personnel quality and competence, it applies the method of responsibility quality analysis. The behavior event interview method and so on obtains the tour guide personnel competency element. Through the induction arrangement, altogether obtains 29 tour guide personnel competency factor, namely the responsibility, the initiative service consciousness, the integrity, the team spirit, the dedication, the achievement desire, the physical and mental health, the integrity, the team spirit, the dedication, the achievement desire, the physical and mental health, Appearance, patriotism, social morality, law-abiding, etiquette cultivation, language knowledge, people's knowledge of literature and history, policies and regulations, professional basic knowledge, other travel-related knowledge, language skills, interpersonal skills, communication skills, Leadership ability, coordination and control ability, knowledge application ability, autonomous learning ability, induction and analysis ability, crisis handling ability, emergency response ability, innovation and development ability and self regulation ability. Then according to the 29 factors of tour guide competency, the author designs and distributes the questionnaire, carries on the descriptive statistical analysis, the exploratory statistical analysis and the reliability test to the data recovered from the questionnaire using SPASS software. Finally, 29 competency elements are classified into seven categories, namely: moral character, cultural trait, managerial ability, public relations skill, professional attitude, self-development ability, personality, etc. Therefore, the competency model of tour guide personnel is constructed. Finally, according to the competency model, the paper constructs the competency evaluation index system of tour guide personnel of travel agency, and then calculates the weight of the index system by using AHP (Analytic hierarchy process), and obtains the weight of competency index at all levels. And through the fuzzy comprehensive evaluation method to carry on the example analysis to recruit the tour guide personnel, the analysis result may provide the decision basis for the manager whether to hire the candidate, but also for the tour guide personnel training, the performance appraisal, Promotion and other human resources management provides an effective reference tools and methods.
【学位授予单位】：合肥工业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F592.6

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