导游自身视角下的职业认同研究

【作者】 杜娟；

【导师】 张红；

【作者基本信息】 陕西师范大学 ， 旅游管理， 2009， 硕士

【摘要】 本选题研究基于深化对旅游企业组织管理中“以人为本”的理解,也出于我国旅游企业组织管理中通过增强员工认同感提高旅游企业整体效益的实际需要。尤其是在旅游业产品专利化程度不高的现状下,本选题的研究有利于提升员工对企业的忠诚度,可增强企业的核心竞争力。并且最大的现实价值在于探求了加强企业组织人力资源管理有效性的根本途径,可提高企业绩效、降低人才流失率。导游服务是旅游业中最具代表性的业务之一,因此将导游人员的组织管理与认同理论方法有机结合,将有崭新而重要的研究意义。本选题的研究目的在于:①导游的职业认同的界定及内涵分析;②导游的职业认同组成要素;③测量导游认同现状及其影响因素,以此来拓展我国对导游人员管理模式的探索空间,深化对当代企业组织管理中“以人为本”的理解;④在此基础上构建“导游的职业认同研究模式”,使之成为“导游的职业认同”的相关体系雏形,为导游管理研究和应用提供参考。本选题的研究方法:将动态分析和静态描述相结合,实证主义和阐释主义相结合,通过系统研究、比较分析,运用内省实验法、扎根理论的方法分析550位导游员的问卷调查结果为本研究获取大量一手资料,在此基础上运用因子分析、单因素方差分析、结构方程模型方法、回归分析方法力求实证分析数据的科学、详实、可靠。本选题的研究过程:①背景分析:导游职业研究评述与职业认同的理论基础研究,并论述以导游自身视角下基于职业认同理论的导游人员管理研究的必要性;②提出问题:为何导游认同度低、其职业认同维度构成及影响因素和可能的行为导向等问题;③分析问题:首先运用质化与量化相结合的方法确立导游职业认同维度构成,再结合人口学与导游职业特征得出导游职业认同影响因素,最后运用结构方程模型方法得出各要素之间的关系并运用回归分析对不同职业认同程度的导游人员从业后续行为意图作出判定;④解决问题:提出了导游的组织管理与职业认同有效契合的思路和途径。本研究得出以下结论:①导游的职业认同构成维度包括导游的自我认同、关系认同、组织认同、参照群体认同,其可能的后续行为维度包括外部情境压力下的行动方向、社会威胁下的行动方式、组织公民行为;②导游的自我认同和组织认同之间呈高相关度,关系认同与组织认同之间相关度最高;③导游的自我认同是职业认同中使自身忠于该职业的重要因素;组织认同和参照群体认同是职业认同中决定成员继续从事还是放弃该职业的重要因素;自我认同和组织认同是导游的职业认同中决定成员是否表现出组织公民行为的重要因素;④导游的职业认同根据其个体所拥有的能力程度的不同而不同;物质性资源对导游职业认同有重要影响:导游的职业认同并不随着工作年龄的增加而增加;导游的职业等级不同与其是否愿意长期从事本行业无显著差异;⑤员工持股是导游人员的组织管理与其职业认同的有效契合方式之一;⑥从旅游者、导游管理者、旅游企业、社会公众、导游自身角度提出提高旅游企业一线员工—导游“忠诚度”的有效途径。本研究的创新点:①首次提出了从导游自身视角来研究导游服务管理,将导游“人本”管理具体可操作化,使导游管理研究的视角回归导游本身。②在理论上,认同理论的运用是导游管理理论的丰富和发展,对导游职业认同研究体系雏形的探索为不同职业领域的职业认同研究提供一定的借鉴意义。③在实践上,深化旅游企业中“以人为本”的理念,突出群体内部成员认同在导游工作绩效和对企业忠诚度的核心作用。更多还原

【Abstract】 This research is basing on deepening understanding of "people-oriented" during enterprise organization of tourism management,and enhancing staff belonging to improve overall efficiency of the actual needs through managing in tourist enterprise.Especially under the circumstance of low patent trend of tourist products,to improve employee’s loyalty can enhance the core competitiveness of the enterprise,the biggest real value for the research is strengthening human resources management organization,it can improve the performance and reduce wastage rate.Guide’s service in the tourism industry is one of the most representative business,so it will be new and comprehensive research significance to make a combination of guide’s personnel management and identification theory.The purpose of this research:①The definition of the guide professional identity and the connotation;②Elements of the guide’s professional identity;③Measuring guide identity status and influencing factors,so as to expand our tour guide management mode of the exploring space, deepening the understanding of "people-oriented" in enterprise organization management;④Set up"guide’s professional identity" mode,make the relevant system prototype and get suggestions for guide management.Methods of this research:Combining dynamic analysis and static description,positivism and combination interpretation together,using the method of systems analysis,the comparison, introspection,grounded theory,the research analyzes the result of the questionnaire survey on 550 tour guides for the first hand material,on the basis of that,the research try to make the data accurate, reliable and scientific using the factor analysis,single factor analysis of variance,and structural equation model method,regression analysis method.This process of the research:①background analysis:The research on guide and career identification theory,and the necessity of the study;②Proposing the question:Why the degree of recognition of the tour guides are low,its composition and dimensions of career identification, influencing factors issues and possibility of behavior-oriented;③Analyzing the question:first, combining qualitative and quantitative to establish guide professional identity,then,combining the dimensions of demography and guide professional feature get influence factor,finally,using structural equation model the study obtained the relationship between each element and basing on regression analysis of different degree of recognition of the tour guides determines follow-up behavior intention;④Solving the problem:the research proposesthe effective combination of guide management and career identification. Main conclusions of the research:①Constitution of career identification of the tour guides includes self-identification,the relationship identification,organizational identification,related group identity,and its possible dimensions,including follow-up behavior direction under the pressure of the external context of the action,follow-up behavior way under the threat of social action,organizational citizenship behavior;②There is a high correlation between the self-identification and organizational identification,relationship between organizational identity and the relationship identification is the highest one;③Self-identification is an important factor to make itself professional;Organizational identification and related group identity are the important factors to make guide-self continue engaging in or abandon the career;self-identification and organizational identity are the important factors to show organizational citizenship behavior;④The career identification of the tour guides is different according to their individual ability;Physical resources has important influence on guide career identity;Guide career identity does not increase with age; The professional level has no relation with the willing whether guides stay;⑤the employee shareholding is one of the effective ways to the effective combination on guide’s management and professional identity;⑥The research proposes improving tourism enterprises "loyalty" - guide employees in an effective way from tourists,traveling enterprise managers,public,guide itself.The main innovations of the research:①The innovation may first put forward guide management from the perspective of tour guide themselves,make "humanism"specific operational management,to guide the research Angle regression guide itself.②Using Identity theory to guide’s personnel management,outstanding the core role of group members identification work in enterprise performance and deepen the loyalty of the tourist enterprise "people-oriented".③Analysing system prototype system of guide’s career identification,the research get dimensions,the influencing factors, and the results of guide employees career identification follow-up behavior intention,and proposes the effect of organizational management and guide’s career identification of effective ideas and approaches.更多还原