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论文编号：	1604
作者编号：	2120082191
上传时间：	2010/6/10 11:53:20
中文题目：	体验旅游时代导游人员胜任力模型研究
英文题目：	A Research on Competency Model of Tour Guides during the Experience Tourism Period
指导老师：	齐善鸿
中文关键字：	体验旅游;导游人员;胜任力模型
英文关键字：	experience tourism;tour guide;competency model
中文摘要：	体验旅游时代，旅游者不再满足于传统的走马观花式的休闲购物游，人们外出旅游更加注重追求一种愉悦难忘的体验，探险旅游、生态旅游等新的旅游产品越来越受到旅游者的青睐。 作为旅游服务重要提供者之一的导游，体验旅游时代的到来对其能力素质提出了更高的要求。体验旅游时代，导游人员不仅仅要提供常规的导游服务，在旅游过程中还要善于把握旅游者的心理、营造氛围、调动旅游者的情绪、引导旅游者全身心的参与旅游项目，从而使旅游者获得愉悦难忘的旅游体验。然而，我国现在导游人员的能力素质并不能很好的满足体验旅游发展的要求，如何提高导游的能力素质以提高导游服务的质量，从而满足体验旅游的发展要求是相关旅游企业和部门面临的重要问题。 胜任力模型描述的是胜任某一岗位的员工所应具备的各项能力素质，包括员工个人的知识、技能、动机、特质等，是一项广泛应用于人力资源管理的方法。基于胜任力模型的人力资源管理可以为企业选拔更为合适的员工，依据员工的个人所需和企业战略目标来进行有针对性的培训，也可以对员工进行有效的绩效考核和职业生涯规划。因此，将胜任力模型引入到导游人员的管理中具有一定的理论和实践意义。 本文在对相关文献进行分析梳理的基础上，对我国现存导游人员的选拔、培训、绩效考核中存在的问题进行分析，在明确了体验旅游时代导游人员的工作内容基础上，通过行为事件访谈法和文献研究法分析体验旅游时代导游人员的胜任力要素，以此为基础构建调查问卷。通过现场发放问卷和网上调查的方式共收集有效问卷273份，运用SPSS对问卷调查结果进行分析，得出问卷信度为0.885，说明问卷调查的结果信度较高。对问卷调查结果进行整理分析构建了体验旅游时代导游人员胜任力模型，并对模型在导游人员的选拔、培训、绩效考核中的应用进行了简要的分析。 体验旅游时代导游人员胜任力模型描述的是体验旅游时代一名优秀的导游人所应具备的知识、技能、动机、特质等各项胜任力要素，运用模型对导游人员的选拔、培训、绩效考核等进行指导对于提高导游人员的服务水平以满足体验旅游的发展要求，从而促进旅游业的持续发展具有一定的指导意义。
英文摘要：	During the period of experience tourism , the traditonal sightseeing, leisure and shopping activities could no longer satisfy tourists’ needs. When travelling, people are paying more attention to seeking a pleasant and memorable experience. And new tourism products such as adventure tourism,eco-tourism etc. are becoming more and more popular among tourists. Tour guides, as a most important providors of tourism services, are facing higher requirements in the expeience tourism period, not only do they have to provide regular services, they also should be good at understanding tourists’ mind, creating pleasant atmosphere, mobilizing tourists’ mood, and guiding tourists to participate various tourism programs to get joyful and memorable travelling experiences. However, the existing ability and quality of tour guides in China are not good enough to meet the requirements of the developing trends of tourism, and how to promote their abilities to improve the qualities of tourism services is an important issues the related companies and departments are concerning about. Competency model is a model decribles qualities and abilities that a competent employee should have to qualify certain position, including knowledge, skills, motivation, and character, etc.It is a a widely used method in human resource management. Competency model-based human resource management can be more suitable for enterprise staff selection, carry out targeted training programs based on employees’ needs and the companies’ strategy, and be effective on employees’ performance appraisal and career planning. Therefore, it both has certain theoretical and practical significance to introduce the competency model to the management of tour guides. Based on collecting and analyzing relevant literature, this paper studied problems existed in the process of tour guides selection,training and performance appraising. After explaining what tour guides should in the experience period, this paper studied the competencies of tour guides in the experience tourism period by using methods of behavioral event interviews and literature research, and designed the questionnaires used in this paper. Through on-site questionnaires and online surveys, this paper collected 273 pieces of questionnaire, by using the SPSS software to analyze the resuluts of the questionaires, it turned out the reliablity of the questionaire was 0.885, which indicated te reliablity of the survy was relatively high. After gathering and analyzing the results of the questionayres, this paper generateed the competency model of tour guides in the experience tourism period, which was then used in the selection, training and performance appraisal of tour guides. The competency model of tour guides in the experience tourism period describes the knowledge, skills, motives and traits,etc.that an excellent tour guide should have in the experience tourism period, and it is important to use the model to give some suggestions on the seletion, training, performance apprasial of tour guides, so as to improve the quality of tour guide service to meet the requirement and also promote the sustainable development of the tourism industry.
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