基于效率工资理论的我国旅行社薪酬激励机制研究

发布时间：2018-07-26 14:28

【摘要】：改革开放以来，我国旅游业表现出强劲的增长态势，取得了举世瞩目的辉煌成就。旅游业已然成为撬动国民经济发展新的重要战略支点和关乎广大人民群众生活幸福的重要民生产业。处于其中龙头地位的旅行社，承载着为广大游客提供优质、舒适旅游服务和连接“吃、住、行、游、娱、购”等旅游要素供给部门之重任，是旅游产业发展的重要依托，对于旅游行业的发展起着重要的推动作用。因此，在大众旅游发展阶段，旅行社服务质量的高低决定着能否让千千万万的普通游客更加满意，旅行社的健康有序发展关乎我们旅游产业的科学持续发展。遗憾的是，旅游服务质量多年来未见提升，反而有每况愈下之势，由导游违规违法操作引起的旅游服务质量投诉居高不下，这种现象伴随着媒体的曝光而广受社会关注，民众对旅游业能否提供合规、优质的旅游服务产生了质疑，这业已成为旅游业诟病，从根基上影响着我国旅游业的健康可持续发展。游客感知到的旅游服务质量最终是由直接为其提供面对面服务的旅行社员工决定。研究和实践显示，员工能否提供高质量的服务，很大程度上取决于其薪酬收入能否满足其正常合理需求。众所周知，我国旅行社员工整体薪酬水平数十年来一直原地踏步，与其他行业薪酬水平随经济社会发展而稳步提升相比，旅行社员工薪酬收入严重偏低、激励效用明显偏弱，在劳动力市场上毫无竞争力可言，数十年来改革开放和经济社会全面快速发展的成果没有在旅游从业者身上得到应有的共享。低薪弱激励的薪酬现状导致旅游业人才大量流失，高端人才日益锐减，即便是有心留下的旅游从业者，由于薪酬收入满足不了其日益增长的正常合理的物质文化需求，迫于生活各方压力，无心改善旅游服务水平，专心售假欺客、降低服务质量，以此谋求回扣等个人私利，严重影响着旅行社规范和谐经营和旅游业的健康可持续发展，制约我国从旅游大国向旅游强国的转变。因此，解决好旅行社人才留住与激励的问题，，重构与优化薪酬激励机制显得尤为迫切和重要。本文通过引入效率工资理论，将其理论与模型应用于旅行社薪酬制度的构建中，对我国旅行社薪酬激励机制的优化研究是一番有益尝试和探索。文章首先对薪酬及薪酬激励理论与效率工资理论进行了系统介绍，并重点阐述了效率工资理论的经典模型与四大激励机制，在此基础上，梳理和回顾了效率工资在我国的研究动态。其次，对我国旅行社薪酬现状进行深刻描述与危害剖析，文章结合相关问卷调查得到的一手数据，验证了低薪弱激励现象在我国旅行社中普遍存在，并对此引致的危害进行了全方面多维度深入剖析。然后，在分析效率工资的五大经济效用的基础上，建立薪酬激励机制的委托－代理收益博弈模型。最后，结合我国旅行社发展实际，提出基于效率工资理论的旅行社导游激励型薪酬体系构建与优化设想，以期从理论层面能对我国旅行社的健康持续发展有所裨益。
[Abstract]:Since the reform and opening up, China's tourism industry has shown a strong growth trend and has made great achievements in the world. Tourism has become an important strategic pivot for the development of the national economy and an important livelihood industry for the masses of people. High quality, comfortable tourism service and the important task of connecting "eat, live, travel, travel, entertainment and purchase" are important support for the development of tourism industry and play an important role in the development of tourism industry. Therefore, in the development stage of mass tourism, the service quality of travel agencies depends on the ability to make thousands of ordinary travel. The tourists are more satisfied, the healthy and orderly development of the travel agency concerns the scientific and continuous development of our tourism industry. Unfortunately, the quality of tourism service has not been improved for many years, but it has been getting worse and worse. The complaint of tourist service quality caused by the illegal operation of the tour guides is high. This phenomenon is widely accepted by the media. The public has questioned whether the tourism industry can provide compliance and high quality tourism services, which has become a criticism of the tourism industry, which has a great influence on the sustainable development of the tourism industry in China.
The quality of tourist service perceived by tourists is ultimately determined by the travel agency employees directly providing face-to-face services. Research and practice show that the ability of employees to provide high quality services depends largely on whether their remuneration income can meet their normal and reasonable demand. Compared with the steady promotion of the economic and social development, the salary and income of the travel agency employees are seriously low, the incentive utility is obviously weak and the labor market is not competitive. The achievements of the reform and opening up and the rapid economic and social development for decades have not been obtained on the tourism practitioners. To the due share. Low salary and weak incentive salary situation leads to the loss of talents in tourism industry, and the high end talent is decreasing. Even the tourist practitioners who are willing to leave are unable to meet the growing normal and reasonable material and cultural needs, under the pressure of all sides of life, improve the service level of tourism, and concentrate on selling the fake. Bullying, reducing the quality of service, and seeking private benefits such as rebate, seriously affect the healthy and sustainable development of the travel agency's standard and harmonious management and tourism industry, and restrict the transformation of our country from a big tourist country to a powerful tourist power. Therefore, it is particularly urgent to solve the problem of retaining and motivating the talents of travel agencies, and reconstructing and optimizing the incentive mechanism of salary. And it's important.
By introducing the theory of efficiency wage, this paper applies its theory and model to the construction of the compensation system of travel agency. It is a useful attempt and exploration to optimize the salary incentive mechanism of our travel agency. First, the article introduces the theory of salary and salary incentive and the theory of efficiency wage, and focuses on the efficiency wage. On the basis of the classic model and the four incentive mechanism, the research trends of efficiency wage in China are reviewed and reviewed. Secondly, the present situation of our travel agency compensation is deeply described and analyzed. On the basis of the analysis of the five economic utility of the efficiency wage, the principal agent income game model of the salary incentive mechanism is set up. Finally, combined with the actual development of China's travel agency, the travel agency based tour guide incentive pay body based on the efficiency wage theory is put forward. The idea of construction and optimization is expected to benefit the healthy and sustainable development of China's travel agencies from the theoretical level.
【学位授予单位】：中南民族大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272.92;F592.6

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