本文關(guān)鍵詞： 導(dǎo)游人員 旅行社 勝任力 勝任力模型　出處：《合肥工業(yè)大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：在人力資源管理領(lǐng)域，勝任力已成為其重要的組成部分之一，勝任力模型已經(jīng)作為一種新型的人力資源評(píng)價(jià)分析技術(shù)應(yīng)用到企業(yè)的人力資源管理當(dāng)中。勝任力模型在人力資源的甄選、績(jī)效、培訓(xùn)、評(píng)估等環(huán)節(jié)中都起著至關(guān)重要的作用，企業(yè)可以依據(jù)崗位的勝任力模型來對(duì)人員進(jìn)行各個(gè)方面的評(píng)判，從而為企業(yè)招募、發(fā)展以及保留人才。 本文首先對(duì)旅行社、導(dǎo)游人員以及勝任力和勝任力模型的概念進(jìn)行了界定，，在以往學(xué)者對(duì)導(dǎo)游人員素質(zhì)和勝任力研究的基礎(chǔ)上，運(yùn)用職責(zé)素質(zhì)分析法、行為事件訪談法等獲取導(dǎo)游人員的勝任力要素。經(jīng)過歸納整理，共得到29項(xiàng)導(dǎo)游人員勝任力要素，即責(zé)任心、主動(dòng)服務(wù)意識(shí)、誠(chéng)信正直、團(tuán)隊(duì)精神、敬業(yè)、成就欲、身心健康、儀表儀容、愛國(guó)主義、社會(huì)公德、遵紀(jì)守法、禮儀修養(yǎng)、語(yǔ)言知識(shí)、人文史地知識(shí)、政策法規(guī)知識(shí)、專業(yè)基礎(chǔ)知識(shí)、其他旅行相關(guān)知識(shí)、語(yǔ)言技能、人際交往能力、溝通能力、領(lǐng)導(dǎo)能力、協(xié)調(diào)控制能力、知識(shí)應(yīng)用能力、自主學(xué)習(xí)能力、歸納分析能力、危機(jī)處理能力、應(yīng)變能力、創(chuàng)新發(fā)展能力與自我調(diào)控能力。 然后根據(jù)得到的這29項(xiàng)導(dǎo)游人員勝任力要素，設(shè)計(jì)、分發(fā)調(diào)查問卷，對(duì)問卷調(diào)查回收的數(shù)據(jù)運(yùn)用SPASS軟件進(jìn)行描述性統(tǒng)計(jì)分析、探索性統(tǒng)計(jì)分析和信度檢驗(yàn)，最終把29項(xiàng)勝任力要素歸為七大類，分別是：品德特質(zhì)、文化特質(zhì)、管理能力特質(zhì)、公關(guān)技能特質(zhì)、職業(yè)態(tài)度特質(zhì)、自我發(fā)展能力特質(zhì)、人格特質(zhì)，由此構(gòu)建出旅行社導(dǎo)游人員的勝任力模型。 最后依據(jù)得到的勝任力模型，構(gòu)建旅行社導(dǎo)游人員的勝任力評(píng)價(jià)指標(biāo)體系，之后運(yùn)用層次分析法（AHP）對(duì)指標(biāo)體系進(jìn)行了權(quán)重計(jì)算，得出各級(jí)勝任力指標(biāo)的權(quán)重，并通過模糊綜合評(píng)價(jià)法進(jìn)行了招聘導(dǎo)游人員的實(shí)例分析，分析結(jié)果可以為管理者是否錄用候選人提供決策依據(jù)，同時(shí)也為導(dǎo)游人員的培訓(xùn)、績(jī)效考核、晉升等人力資源管理提供了有效的借鑒工具和方法。
[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.
【學(xué)位授予單位】：合肥工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F592.6

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本文編號(hào)：1504414