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本文设计了导游工作胜任能力与绩效关系的研究框架,随后以秦皇岛市旅游专业毕业生从业导游为例,设计问卷并采用SPSS15.0和AM OS7.0进行探索性分析和验证性分析,建立了导游工作胜任能力的七特征模型,即认知能力、逻辑能力、心态与体力、道德情操、协调能力、语言能力和自我能动性。研究认为,导游自身的非智力性特征即道德层面、人际关系层面和自我意识层面的工作能力特征对工作绩效影响显著,应以此为基础提升导游的工作绩效。
This paper designs the research framework of the relationship between competence and performance of tour guides, and then takes the tour guides of tourism graduates in Qinhuangdao as an example to design the questionnaire and exploratory analysis and confirmatory analysis with SPSS15.0 and AM OS7.0 The seven characteristic models of the competency of tour guides are cognitive ability, logical ability, mentality and physical strength, moral sentiment, coordination ability, language ability and self-initiative. According to the research, tour guides ’own non-intellectual characteristics, that is, morality, interpersonal relationship and self-awareness, have a significant impact on job performance. Therefore, tour guides’ performance should be improved.