基于HRSSC的旅行社集团导游管理机制研究

发布时间：2018-06-12 03:52

本文选题：旅行社 + 导游管理　；参考：《兰州商学院》2012年硕士论文

【摘要】：导游服务贯穿于旅游活动的各个环节，是旅游者与旅行社及其他旅游要素供应商联系的桥梁，在旅游活动中扮演着关键角色，导游水平的高低直接影响着游客满意度。随着我国国民收入水平的不断提高，旅游大众化的进程逐步加快，旅游市场规模不断扩大，导游从业人员迅速增加，导游职业社会化的趋势越来越明显。然而，我国导游人员准入门槛较低，导游整体素质比较差，加上导游管理主体位置的缺失，造成了目前我国导游管理的混乱，游客和社会导游的利益难以维护，旅行社服务质量难以保证，这些都严重影响着我国旅游业的健康发展。因此，深入分析现有导游管理机制存在的问题，大胆创新，构建适合我国旅游业发展需求的导游管理体系非常必要而且十分紧迫。本文在深入研究导游管理相关理论的基础上，引入了人力资源共享服务中心（HRSSC）的理念，以导游人员和旅行社集团作为研究对象，试图通过构建导游资源共享服务中心，，来明确旅行社对导游人员管理的主体位置，加强旅行社对导游人员的激励和约束。本文重点分析了我国旅行社集团构建导游资源共享服务中心的必要性、可行性及其风险，并对旅行社组织变革、业务流程设计、导游资源共享服务中心的组织架构、运作及保障措施进行了深入分析，以求通过构建导游资源共享服务中心来提高我国旅行社集团的导游管理水平和对分支机构的控制能力。
[Abstract]:Tour guide service runs through every link of tourism activities and is a bridge between tourists and travel agencies and other tourism element suppliers. It plays a key role in tourism activities and the level of tour guide directly affects the satisfaction of tourists. With the continuous improvement of national income, the process of tourism popularization is speeding up, the scale of tourism market is expanding, the number of tour guide practitioners is increasing rapidly, and the trend of tour guide professional socialization is becoming more and more obvious. However, the low entry threshold of tour guides in our country, the poor overall quality of tour guides, and the lack of the main position of tour guide management cause the confusion of tour guide management in our country at present, and the interests of tourists and social tour guides are difficult to maintain. It is difficult to guarantee the service quality of travel agencies, which seriously affects the healthy development of tourism in China. Therefore, it is necessary and urgent to deeply analyze the problems existing in the existing tour guide management mechanism, to make bold innovations and to build a guide management system suitable for the needs of the development of tourism industry in China. This paper introduces the idea of Human Resource sharing Service Center (HRSSC), taking tour guide and travel agency group as the research object, trying to make clear the main position of tour guide personnel management by constructing tour guide resource sharing service center. Strengthen travel agency to guide the encouragement and restraint of personnel. This paper analyzes the necessity, feasibility and risk of constructing tour guide resource sharing service center in China travel agency group, and analyzes the organizational structure of travel agency organization reform, business process design, tour guide resource sharing service center. The operation and safeguard measures are analyzed in order to improve the tour guide management level and the control ability of the branch organizations by constructing the tour guide resource sharing service center.
【学位授予单位】：兰州商学院
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F592.6

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