组织冲突视角下旅游团“第三方”领队角色内冲突及其干预机制  

Intra-role conflict and intervention mechanism for the“third-party”head guides from the perspective of organizational conflict

作　　者：苏海洋 陈朝隆[1] SU Hai-yang;CHEN Chao-long(School of Geographic Science,South China Normal University,Guangzhou 510631,China)

机构地区：[1]华南师范大学地理科学学院,广州510631

出　　处：《桂林理工大学学报》2021年第2期454-464,共11页Journal of Guilin University of Technology

基　　金：国家自然科学基金项目(41771001);国家社会科学基金项目(17BJY150)。

摘　　要：作为旅游团组织中的重要角色,“第三方”领队在解决组织内部冲突时发挥着重要作用。采用质性研究方法探究不同情境下旅游团领队的角色内冲突现象,并剖析动因与特征,探讨第三方干预机制。研究发现,购物情境下的领队在情理与利益的角色内冲突下承担着“理性知情者”与“利益共享者”的角色,行程情境下的领队在利己与利他角色内冲突下承担着“全程陪同者”与“行程洽谈者”的角色,游览情境下的领队存在工作与休闲角色内冲突下承担着“体验保证者”与“工作监督者”的角色。基于双向预判、利益、是非、权力的解决策略成为“第三方”领队干预旅游团组织冲突并进行解决的关键机制。领队对协调游客与地接导游的互动关系、消除两主体之间的条件性“误解”,打造有序的内部组织结构具有推动作用。领队分别与游客、地接导游存在正式与非正式的双层关系,领队的双重属性建构着客源地与旅游地相连的跨时空的动态旅游社会组织关系网络。As an important role in tourism group organizations,“third-party”head guides play an important role in resolving conflicts within tourist organizations.Qualitative research methods are used to explore the phenome-non of intra-role conflicts among tour guides in different situations,to analyze the causes and characteristics,and to discuss third-party intervention mechanisms.The head guides in the shopping context played the roles of“rational insider”and“interest sharer”in the conflict they.In the itinerary context they played the roles of“whole-journey escort”and“trip negotiator”in the conflicts.In the visit context they played the the roles of“inspector”and“travel negotiator”in the conflicts.The solution strategy based on two-way prediction,inter-est,right and wrong,and power becomes the key mechanism for the“third-party”leaders to intervene and re-solve the conflicts among them.The head guides play a role in coordinating the interaction between tourists and ground guides,eliminating“misunderstanding”between the two subjects,and develop an orderly internal and organizational structure.There are formal and informal double relationships among the tour guides,tourists and local tour.The dual attribute team leaders build a dynamic social organization network in connecting the source and destination.

关 键 词：组织冲突 旅游团 第三方 角色内冲突 干预机制 领队 

分 类 号：F592.6[经济管理—旅游管理]