Study On The Model Construction Of Competency About Tourism Operator And Its Assessment

With the rapid tourism development, and as standing on the core status ofthree pillars in modem tourism industry, the travel agency is also facing a goodopportunity to make great progress. Meanwhile, tourism operator plays importantvanguard role in the agency. Since the competency theory was proposed byMcClelland in1970s, lots of East and West scholars have been undertakingresearch on it and its application, and the research has proved that the theory ofcompetency model could better help with the human resource management works.In the thesis, the competency theory is applied in the human resourcemanagement of tourism operators, and there is also a research on the constructionof the competency model of tourism operator and its application, in order toinstill enthusiasm of tourism operators, and to help them to work better, then as aresult, the travel agency will have more supports to achieve its strategic target.This thesis focuses on studying on tourism operator, by using BehaviorEvent Interview, Questionnaire, Factor Analysis and Grey Theory, to construct itscompetency model. In the research,30tourism operators were involved in theBehavior Event Interview. Based on the encoding of competency charactersaccording to the research records and by using T-test,20competency charactersof tourism operator were chosen. On this basis, competency questionnaire oftourism operator will be designed and then be put into practice. Then the datesfrom academic researcher investigators will be analyzed by using Grey IncidenceClustering, and the dates from practical workers will be studied and concluded byusing Factor Analysis. If results of these two dates are the same, associating withqualitative analysis, the competency model of tourism operator will finally beconfirmed, which including20competencies based on customer service ability,management ability, interpersonal skill, cognitive ability, achievement orientation, personality charm,6dimensionalities. Based on this model, this thesis designs ameasuring and evaluating system of competency about tourism operator, andfocuses on the processing and application of competency evaluation results, andthe process of competency assessment of tourism operator will be explained bythe real examples of tourism operators. This thesis accomplishes the constructionof the competency model of tourism operator and study on its assessment, theresearch results can supply scientific prove to travel agency to recruit, promoteand train tourism operators, and supply necessary foundation support to boost thetourism industry a sound development.