【摘要】：隨著我國旅游業(yè)的快速發(fā)展，導游工作壓力問題日益突出。導游工作壓力過大不僅影響導游個人身心健康，導致服務質量下降，游客投訴增多，還會對大連旅游業(yè)的發(fā)展和城市形象產生消極作用。 本文以大連導游為研究對象，通過對文獻的梳理，在訪談基礎上，對大連導游的工作壓力源進行調查，使用SPSS18.0統(tǒng)計分析軟件進行描述及差異性分析。該研究有助于大連市旅游管理部門和旅行社掌握導游工作壓力情況，為緩解導游工作壓力策略提供依據(jù)。本研究采用隨機抽樣的調查方法，對大連137名一線導游進行問卷調查。調查結果表明：大連導游工作壓力總體處于中等水平，其中工作負荷和人際關系所造成的工作壓力相對突出；性別和受教育程度對導游工作壓力感知沒有顯著差異，但工作壓力會因年齡、從業(yè)年限、執(zhí)業(yè)方式和婚姻狀況的不同而有顯著差異；大連導游的工作壓力感知和認知方面存在著很大差異；新《旅游法》執(zhí)行對大連導游工作壓力沒有明顯的緩解。 基于上述調查結果，，本文試圖在研究基礎上，根據(jù)國內文化背景和導游工作壓力情況，對導游職業(yè)群體進行探索性研究，通過調查量表分析，幫助大連市旅游管理部門和旅行社了解導游工作壓力來源和現(xiàn)象，制定相應策略，加強管理，改善工作環(huán)境，減少對導游人員的負面影響，留住優(yōu)秀人才，提高導游服務質量和游客滿意度。
[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.
【學位授予單位】：東北石油大學
【學位級別】：碩士
【學位授予年份】：2014
【分類號】：F592.6

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相關期刊論文 前1條

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本文編號：2220180