导游工作压力、组织支持感与工作投入的关系

发布时间：2018-07-10 05:41

本文选题：导游 + 工作压力　；参考：《长江大学》2012年硕士论文

【摘要】：随着我国经济持续高速成长,旅游业得到了极大的发展。世界旅游组织预测,到了2020年,中国将成为世界第一大旅游接待国和世界第四大游客输出国。与旅游业的发展相对应,对导游从业人员的数量和质量上都提出了更高的要求。作为一个正在逐渐发展的职业,导游工作群体主要以80、90后群体为主,这一群体是伴随着互联网成长起来的新一代,其职业诉求不同与上一代。新生代导游除了要获得一份满意的工作,工作中的主观感受也是影响他们工作质量的因素。不论旅游行业管理层接受与否,当面对“工作状态不稳定”、“无原因离职”、“缺乏敬业精神”等问题员工时,除了批评,更多的是无奈。这些问题除了与其成长经历有关,也与导游面对的压力存在巨大关系。在倡导“以人为本”的现代管理时代,如何对专业导游特别是“80、90后”导游的工作压力进行识别和管理,如何缓解工作压力、提高员工的工作投入是职业健康心理研究的焦点。以往研究发现,工作资源能够有效预测导游的工作投入,其中组织支持是一种有效工作资源。本研究以工作投入为结果变量,探讨组织支持在导游工作压力中的作用。虽然对压力成因的研究起步较早,但至今没有哪一个理论或者研究能统一所有观点,因而当前的一个趋势是将压力源置于某一领域或者群体内考察,以寻找某个环境中大多数人产生压力的原因。目前,工作压力源的研究更加关注行业特征,着重分析某个特定群体压力成因的特征和结构。本文中将导游工作压力源分为内源压力和外源压力,内源压力由工作本身因素引起,外源压力主要涉及职业发展、组织管理、组织环境、角色压力因素。在组织支持方面,国内近几年也得到了广泛的关注。有研究发现,文化差异使国内组织支持感的内容和维度与国外大不相同,国外的研究工具并不适合我国员工实际。凌文辁认为我国员工组织支持感是一个多维度的心理结构,包括工作支持、关心利益和价值认同。在工作投入方面,国内外大部分学者同意Schaufeli的定义,将活力、奉献和专注作为工作投入的核心特征。本研究主要采用文献研究法和问卷调查法。以湖北某旅游城市内的导游为研究样本。根据旅游带团分工,可以将导游分为随团导游、地接导游和景区导游。随团导游主要负责整个旅游路线安排、讲解等；地接导游主要是以接待外来旅游者,负责本地的旅行工作；景区导游则是某个景点旅行接待工作。他们在整个旅行途中,会在不同时间对旅游者负责。但总的来说,他们的工作均是通过游、吃、住、行、购、娱等服务工作,使游客在旅游过程中的需要得以满足,这三类导游属于同一职业群体,可以作为整体对待。本研究在正式问卷调查之前,首先采用文献查阅和访谈分析等多种渠道收集导游群体的工作压力源、组织支持感和工作投入的相关资料与信息。本研究的工作压力源量表在参考了Cooper等人编制的问卷基础上作了修订。对工作压力源量表进行预测,剔除明显不符合导游工作实际的项目。组织支持感和工作投入量表都是采用现有使用最广的成熟量表。对201名导游进行了问卷调查,并采用因子分析、相关分析和回归分析等方法对调查结果进行了分析。目的是从组织水平探究工作压力和工作投入的关系,力图找出组织支持感对于缓解导游工作压力,提高工作投入水平的途径,从而帮助企业有针对性的开展管理工作,提升行业水准。研究结果表明： (1)导游的工作压力水平较高,其中由工作本身引起的压力和职业生涯发展带来的压力最为明显。导游获得的组织支持感较低,工作投入水平处于中等。 (2)工作压力源、组织支持感和工作投入之间存在显著性相关。内源压力与组织支持和工作投入呈显著正相关,外源压力与组织支持感和工作投入呈相关。 (3)在回归分析中,内源压力能正向预测组织支持感和工作投入；外源压力呈反向预测组织支持感和工作投入。说明工作压力不见得均是负性效果,不同类型的压力,产生的影响不同。当导游处于高压力水平,但这种压力由内源压力引发,且获得较高的组织支持时,个体将处于良好的工作投入状态；相反当导游的高压力是由外源压力引起,且组织支持水平较低时,其工作投入水平最低。 (4)组织支持感在工作压力源和工作投入间起中介作用,即工作压力源可以通过组织支持感影响导游工作投入水平。相对于内源压力,组织支持感对外源压力的中介效果更为明显；同时,组织支持感还可以有效调节工作压力对工作投入的冲击,起缓冲作用。相对于外援压力,组织支持感对内源压力的调节效果更为明显。最后结合研究结果,笔者向旅游管理者和导游建议：①导游应合理规划,打造自己的职业生涯；②完善激励机制,制定合理薪酬；③为导游提供EAP服务。
[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.
【学位授予单位】：长江大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F592.6;F224

【参考文献】