本文選題：導(dǎo)游 + 工作壓力　； 參考：《長江大學(xué)》2012年碩士論文

【摘要】：隨著我國經(jīng)濟持續(xù)高速成長,旅游業(yè)得到了極大的發(fā)展。世界旅游組織預(yù)測,到了2020年,中國將成為世界第一大旅游接待國和世界第四大游客輸出國。與旅游業(yè)的發(fā)展相對應(yīng),對導(dǎo)游從業(yè)人員的數(shù)量和質(zhì)量上都提出了更高的要求。作為一個正在逐漸發(fā)展的職業(yè),導(dǎo)游工作群體主要以80、90后群體為主,這一群體是伴隨著互聯(lián)網(wǎng)成長起來的新一代,其職業(yè)訴求不同與上一代。新生代導(dǎo)游除了要獲得一份滿意的工作,工作中的主觀感受也是影響他們工作質(zhì)量的因素。不論旅游行業(yè)管理層接受與否,當(dāng)面對“工作狀態(tài)不穩(wěn)定”、“無原因離職”、“缺乏敬業(yè)精神”等問題員工時,除了批評,更多的是無奈。這些問題除了與其成長經(jīng)歷有關(guān),也與導(dǎo)游面對的壓力存在巨大關(guān)系。在倡導(dǎo)“以人為本”的現(xiàn)代管理時代,如何對專業(yè)導(dǎo)游特別是“80、90后”導(dǎo)游的工作壓力進行識別和管理,如何緩解工作壓力、提高員工的工作投入是職業(yè)健康心理研究的焦點。以往研究發(fā)現(xiàn),工作資源能夠有效預(yù)測導(dǎo)游的工作投入,其中組織支持是一種有效工作資源。本研究以工作投入為結(jié)果變量,探討組織支持在導(dǎo)游工作壓力中的作用。 雖然對壓力成因的研究起步較早,但至今沒有哪一個理論或者研究能統(tǒng)一所有觀點,因而當(dāng)前的一個趨勢是將壓力源置于某一領(lǐng)域或者群體內(nèi)考察,以尋找某個環(huán)境中大多數(shù)人產(chǎn)生壓力的原因。目前,工作壓力源的研究更加關(guān)注行業(yè)特征,著重分析某個特定群體壓力成因的特征和結(jié)構(gòu)。本文中將導(dǎo)游工作壓力源分為內(nèi)源壓力和外源壓力,內(nèi)源壓力由工作本身因素引起,外源壓力主要涉及職業(yè)發(fā)展、組織管理、組織環(huán)境、角色壓力因素。在組織支持方面,國內(nèi)近幾年也得到了廣泛的關(guān)注。有研究發(fā)現(xiàn),文化差異使國內(nèi)組織支持感的內(nèi)容和維度與國外大不相同,國外的研究工具并不適合我國員工實際。凌文輇認(rèn)為我國員工組織支持感是一個多維度的心理結(jié)構(gòu),包括工作支持、關(guān)心利益和價值認(rèn)同。在工作投入方面,國內(nèi)外大部分學(xué)者同意Schaufeli的定義,將活力、奉獻和專注作為工作投入的核心特征。 本研究主要采用文獻研究法和問卷調(diào)查法。以湖北某旅游城市內(nèi)的導(dǎo)游為研究樣本。根據(jù)旅游帶團分工,可以將導(dǎo)游分為隨團導(dǎo)游、地接導(dǎo)游和景區(qū)導(dǎo)游。隨團導(dǎo)游主要負(fù)責(zé)整個旅游路線安排、講解等；地接導(dǎo)游主要是以接待外來旅游者,負(fù)責(zé)本地的旅行工作；景區(qū)導(dǎo)游則是某個景點旅行接待工作。他們在整個旅行途中,會在不同時間對旅游者負(fù)責(zé)。但總的來說,他們的工作均是通過游、吃、住、行、購、娛等服務(wù)工作,使游客在旅游過程中的需要得以滿足,這三類導(dǎo)游屬于同一職業(yè)群體,可以作為整體對待。 本研究在正式問卷調(diào)查之前,首先采用文獻查閱和訪談分析等多種渠道收集導(dǎo)游群體的工作壓力源、組織支持感和工作投入的相關(guān)資料與信息。本研究的工作壓力源量表在參考了Cooper等人編制的問卷基礎(chǔ)上作了修訂。對工作壓力源量表進行預(yù)測,剔除明顯不符合導(dǎo)游工作實際的項目。組織支持感和工作投入量表都是采用現(xiàn)有使用最廣的成熟量表。對201名導(dǎo)游進行了問卷調(diào)查,并采用因子分析、相關(guān)分析和回歸分析等方法對調(diào)查結(jié)果進行了分析。目的是從組織水平探究工作壓力和工作投入的關(guān)系,力圖找出組織支持感對于緩解導(dǎo)游工作壓力,提高工作投入水平的途徑,從而幫助企業(yè)有針對性的開展管理工作,提升行業(yè)水準(zhǔn)。 研究結(jié)果表明： (1)導(dǎo)游的工作壓力水平較高,其中由工作本身引起的壓力和職業(yè)生涯發(fā)展帶來的壓力最為明顯。導(dǎo)游獲得的組織支持感較低,工作投入水平處于中等。 (2)工作壓力源、組織支持感和工作投入之間存在顯著性相關(guān)。內(nèi)源壓力與組織支持和工作投入呈顯著正相關(guān),外源壓力與組織支持感和工作投入呈相關(guān)。 (3)在回歸分析中,內(nèi)源壓力能正向預(yù)測組織支持感和工作投入；外源壓力呈反向預(yù)測組織支持感和工作投入。說明工作壓力不見得均是負(fù)性效果,不同類型的壓力,產(chǎn)生的影響不同。當(dāng)導(dǎo)游處于高壓力水平,但這種壓力由內(nèi)源壓力引發(fā),且獲得較高的組織支持時,個體將處于良好的工作投入狀態(tài)；相反當(dāng)導(dǎo)游的高壓力是由外源壓力引起,且組織支持水平較低時,其工作投入水平最低。 (4)組織支持感在工作壓力源和工作投入間起中介作用,即工作壓力源可以通過組織支持感影響導(dǎo)游工作投入水平。相對于內(nèi)源壓力,組織支持感對外源壓力的中介效果更為明顯；同時,組織支持感還可以有效調(diào)節(jié)工作壓力對工作投入的沖擊,起緩沖作用。相對于外援壓力,組織支持感對內(nèi)源壓力的調(diào)節(jié)效果更為明顯。 最后結(jié)合研究結(jié)果,筆者向旅游管理者和導(dǎo)游建議：①導(dǎo)游應(yīng)合理規(guī)劃,打造自己的職業(yè)生涯；②完善激勵機制,制定合理薪酬；③為導(dǎo)游提供EAP服務(wù)。
[Abstract]:With the sustained and rapid growth of China's economy, tourism has been greatly developed. In 2020, the World Tourism Organization predicts that China will become the world's largest tourist host country and the world's fourth largest tourist exporter. The leading group is mainly 80, 90 group, which is a new generation with the growth of the Internet. The job demands are different from the previous generation. In addition to getting a satisfactory job, the new generation tour guides are also the factors that affect their work quality. When the industry management is accepted or not, in the face of the problem of "unstable work", "no reason to leave", "lack of dedication" and other problems, it is more helpless than criticism. These problems have a great relationship with the pressure of the tour guide. How to identify and manage the work pressure of the professional guide, especially the "80, 90" guide, how to alleviate the work pressure and improve the employee's work input is the focus of the study of occupational health psychology. Previous research found that the work resources can effectively predict the work input of the guide, and the organization support is an effective work resource. The purpose of this study is to explore the role of organizational support in the work stress of guided tours with job involvement as the outcome variable.
Although the research on the causes of pressure started earlier, there is no one theory or research that can unify all views so far, so the current trend is to put pressure sources in a certain field or group to find out the cause of pressure for most people in a certain environment. At present, the research of the work stress source is more concerned about the industry. The characteristics and structure of the causes of a particular group of pressure are emphatically analyzed. This paper divides the source of the work pressure into internal and external pressure, and the endogenous pressure is caused by the factors of work itself, and the external pressure mainly involves professional development, organization and management, organization environment, and role pressure factors. There is a wide range of concerns. Some studies have found that cultural differences make the content and dimension of the sense of support of the domestic organization different from that of the foreign countries. In terms of input, most scholars at home and abroad agree with the definition of Schaufeli, and regard vitality, dedication and concentration as the core characteristics of work engagement.
This study mainly adopts the literature research method and the questionnaire survey method, taking the tour guide in a tourist city in Hubei as the research sample. According to the division of the tour group, the tour guide can be divided into a tour guide, a tour guide and a tourist guide. The tour guide is mainly responsible for the whole tour route arrangement, explanation and so on; the tour guide is mainly to receive the foreign tourism. The tourist guides are responsible for the local travel work, and the tourist guides are the tourist reception work of a certain scenic spot. They are responsible for the tourists at different times during the whole journey. But on the whole, their work is all through swimming, eating, living, shopping, entertainment and other services to meet the needs of the tourists in the travel process. These three types of tour guides belong to them. In the same professional group, it can be treated as a whole.
Before the formal questionnaire, this study first used literature review and interview analysis to collect the work stress sources of the tour guide group, and organize the relevant information and information of the sense of support and work input. The work stress source scale of this study was revised on the basis of the questionnaire compiled by Cooper and others. The table was predicted to eliminate the items that were obviously not in line with the practical guide work. The organizational support and the work input scale were all used in the most widely used scale. A questionnaire survey was carried out on 201 guides, and the results were analyzed by factor analysis, correlation analysis and regression analysis. The purpose was to form the organizational level. To explore the relationship between work pressure and work input, try to find out the way of organizing the sense of support to relieve the pressure of tour guide work and improve the level of work input, so as to help enterprises to carry out management work and improve the level of industry.
The results of the study show that:
(1) the pressure level of the tour guide is high, the pressure caused by the work itself and the pressure of career development are the most obvious. The organizational support of the guide is lower and the level of work input is in the middle.
(2) there is a significant correlation between job stress sources, organizational support and work input. Endogenous pressure is positively correlated with organizational support and work input, and exogenous pressure is related to organizational support and work input.
(3) in the regression analysis, endogenous pressure can positively predict organizational support and work input; exogenous pressure has a reverse prediction of organizational support and work input. It shows that work pressure is not all negative effects, different types of pressure have different effects. When the guide is in high pressure, the pressure is caused by internal pressure, When higher organizational support is obtained, the individual will be in a state of good work input; on the contrary, when the high pressure of a tour guide is caused by exogenous pressure and the level of organizational support is low, the level of its work is the lowest.
(4) the sense of organizational support mediates between the work stress source and the work input, that is, the work stress source can affect the tour guide level through the sense of organizational support. Compared with the endogenous pressure, the intermediary effect of organizational support is more obvious in the external pressure; meanwhile, the organizational support can also effectively regulate the work pressure on the work input. The impact of organizational support on internal pressure is more obvious than that of external pressure.
Finally, combined with the results of the study, the author suggested to the tourist manager and tour guide: (1) the guide should make a reasonable plan to build his career; (2) improve the incentive mechanism and make a reasonable salary; (3) provide EAP service for the tour guide.
【學(xué)位授予單位】：長江大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F592.6;F224

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本文編號：2112281