本文關(guān)鍵詞： 導(dǎo)游人員 勝任力 模型　出處：《湖南師范大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：在國家提出把推動(dòng)服務(wù)業(yè)大發(fā)展作為產(chǎn)業(yè)結(jié)構(gòu)優(yōu)化升級(jí)的戰(zhàn)略重點(diǎn),積極發(fā)展旅游業(yè)的大背景下,2011年11月28日《中國旅游業(yè)“十二五”發(fā)展規(guī)劃綱要》正式發(fā)布,提出要以旅游業(yè)各類領(lǐng)軍人才為重點(diǎn),著力提高旅游人才素質(zhì),加快培養(yǎng)適應(yīng)市場需求的各類旅游人才,建設(shè)以旅游專業(yè)技術(shù)人才、導(dǎo)游人才、旅游技能型人才等為核心的人才隊(duì)伍體系。其中特別強(qiáng)調(diào)要規(guī)范導(dǎo)游人才隊(duì)伍建設(shè)、提高導(dǎo)游人才素質(zhì)、擴(kuò)大高層次導(dǎo)游人才的數(shù)量,實(shí)現(xiàn)提升客戶滿意度,提高旅游行業(yè)服務(wù)質(zhì)量的目標(biāo)。由此可見,導(dǎo)游人員不僅對(duì)旅行社經(jīng)營有著重要意義,而且在旅游業(yè)發(fā)展的過程中也發(fā)揮著不容小覷的作用。對(duì)導(dǎo)游人員進(jìn)行勝任力研究,可以有效的區(qū)分優(yōu)秀績效與一般績效的素質(zhì),更好地做好關(guān)于導(dǎo)游人員人力資源管理工作。 本文首先通過查閱國內(nèi)外文獻(xiàn),對(duì)勝任力內(nèi)涵、勝任力模型、國內(nèi)外研究現(xiàn)狀進(jìn)行了綜述,提出論文研究的理論及實(shí)踐意義；其次對(duì)導(dǎo)游人員概念、工作特點(diǎn)、工作職責(zé)分別進(jìn)行了界定和分析；然后,本文在文獻(xiàn)分析法的基礎(chǔ)上,初步收集導(dǎo)游人員勝任力要素,通過行為事件訪談法對(duì)要素進(jìn)行篩選提煉,運(yùn)用定性與定量相結(jié)合的科學(xué)分析方法,構(gòu)建導(dǎo)游人員勝任力模型層次體系,對(duì)每項(xiàng)勝任力要素的內(nèi)涵及不同等級(jí)標(biāo)準(zhǔn)進(jìn)行了詳細(xì)說明和闡述,確定模型由專業(yè)知識(shí)與個(gè)人修養(yǎng)、專業(yè)技能、職業(yè)道德、個(gè)人特質(zhì)四個(gè)維度、適應(yīng)性、主動(dòng)性、壓力處理、沖突處理等十四個(gè)因子綜合構(gòu)成,接著參照勝任力模型層次體系編制調(diào)查問卷,發(fā)放給導(dǎo)游人員、旅行社中高層管理者、游客這三類人群；最后對(duì)回收的有效問卷運(yùn)用層次分析法進(jìn)行數(shù)據(jù)分析確定維度與因子指標(biāo)權(quán)重及排序,構(gòu)建出導(dǎo)游人員勝任力模型。 目前,國內(nèi)針對(duì)導(dǎo)游人員勝任力研究的成果較少,也無得到公認(rèn)的評(píng)價(jià)模型,本文的針對(duì)性研究深化了勝任力在旅游業(yè)中的應(yīng)用。該研究成果可為導(dǎo)游人員招聘、選拔培訓(xùn)、績效管理、薪酬管理以及職業(yè)生涯管理等人力資源工作提供實(shí)踐指導(dǎo)作用,并進(jìn)而通過實(shí)踐完善模型構(gòu)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.
【學(xué)位授予單位】：湖南師范大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F592.6;F272.92;F224

【引證文獻(xiàn)】

相關(guān)期刊論文 前1條

1 管小青;劉芳;;高職思想政治理論課教材體系向教學(xué)體系轉(zhuǎn)化的路徑——基于從崗位能力到行動(dòng)導(dǎo)向的視角[J];職業(yè)技術(shù)教育;2013年20期

，

本文編號(hào)：1488211