导游服务中角色冲突的诱因及其调适

The Inducements of the Role Conflicts in Tour Guide Service and Its Ajustments

导游人员在服务中承担着不同角色,是各种利益纠葛的交叉点,工作中极易产生各种冲突,造成不同程度的负面影响。文章通过实地调查与访谈,从沟通交流障碍、资源利益争夺、组织管理缺失以及自我认同危机等层面分析了这些角色冲突的诱因,并提出对其进行调适的策略,旨在提高导游服务质量和游客满意度。

Tour guides play different roles when providing services, as the intersection of various benefits quarrels, conflicts occurred easily during their work time, which will have certain negative influences. Based on the field works and interviews, this paper analyses the inducements of the role conflicts in tour guide service at the levels of communication deficiencies, benefit competitions, management deficiencies and self-identity crisis, proposes some adjustment measures in an attempt to provide feasible references for improving the quality of tour guide service and thus increasing tourists＇ satisfaction.