基于情绪劳动的导游员人力资源管理刍议

Humble Opinion Of Tour Guide Human Resource Management Based On Emotional Labor

情绪劳动作为组织行为学中一个新兴研究领域,区别于传统的体力和智力劳动,日益受到学术界和企业管理者们的关注。文章拟从阐述情绪劳动的概念及内涵出发,结合导游服务人员情绪劳动的本质和特性分析,认为旅游业作为服务行业的龙头产业,其特殊性要求导游员情感投入强烈,并就导游人力资源管理中更好地进行情绪管理提出了实际建议。

Emotional labor as a new research field of organizational behavior,which is different from traditional physical and mental labor,increasingly attracting the attention of academia and enterprise managers.This article based on the concept and connotation of emotional labor,combined with the analysis of tour guide emotional labours＇ nature and characterstics,considered that tourism which is the leading industry of the service industry require guides＇ strong emotional engagement because of its particularity.The paper also gives some practical suggestions on better emotions management of tour guide human resources.