数字时代下旅游企业的人力资源供求与管理  

Human Resource Supply,Demand and Management of Tourism Enterprises in the Digital Era

作　　者：李明龙 吕庚浩 刘晶瑜 孙晓洋 李军 张慧英 黄丽满 黄松山 董诺 LI Minglong;LYU Genghao;LIU Jingyu;SUN Xiaoyang;LI Jun;ZHANG Huiying;HUANG Liman;HUANG Songshan;DONG Nuo(School of Business Administration,Zhongnan University of Economics and Law,Wuhan 430073,China;School of Tourism Science,Beijing International StudiesUniversity,Beijing 100024,China;College of Tourism and Geosciences,QingdaoUniversity,Qingdao 266071,China;School of Tourism Management,South ChinaNormal University,Guangzhou 510006,China;School of Business and Law,Edith Cowan University,Perth WA6027,Australia)

机构地区：[1]中南财经政法大学工商管理学院,湖北武汉430073 [2]北京第二外国语学院旅游科学学院,北京100024 [3]青岛大学旅游与地理科学学院,山东青岛266071 [4]华南师范大学旅游管理学院,广东广州510006 [5]澳大利亚伊迪斯科文大学商法学院,澳大利亚珀斯WA6027

出　　处：《旅游导刊》2024年第2期1-24,共24页Tourism and Hospitality Prospects

基　　金：国家社会科学基金项目“人工智能应用对旅游企业新型混合劳动力需求的影响机制研究”(项目编号:23BGL179);北京第二外国语学院青年学术英才项目“数字经济下旅游业常态化共享员工模式机制、路径影响与管理伦理困境研究”(项目编号:QNYC23A005)共同资助。

摘　　要：旅游企业长期面临人力资源短缺、人才流失等困境,主要缘于其外部市场劳动力供需匹配出错、内部岗位设置与人力资源管理简单粗放。科技的数字化发展为解决上述问题提供了机遇,也提出了新的挑战。主要表现为:(1)数字时代塑造了旅游新场景、催生了旅游新需求,这也使旅游企业劳动力需求特征与技能结构发生了转变,旅游从业者需具备数字化的管理、分析、创新、服务、学习能力。(2)数字技术(如智能机器、大数据分析)正在重塑旅游服务分工与服务职能,可以通过系统支持、人机协作等方式增强员工工作能力,并在部分领域代替人类员工进行工作(尤其在程序化重复劳动方面),其应用面广泛、能力强大,对许多领域都有结构性的影响。旅游企业人力资源管理须关注旅游数字化转型中潜在的数字鸿沟和数字公平问题,确保数字技术的智慧化和便捷化能够平等地惠及每个利益群体。(3)数字技术使得用工更加灵活,在新的工作安排、新的工作性质、新的工人地位3个方面改变了灵活用工的形态。在数字时代,需要通过深化灵活用工平台治理、完善劳动者权益保障体系等措施,优化旅游企业的灵活用工管理。(4)数字时代,旅游企业的内部人力资源管理面临责任归属、数字能力提升、数据安全保护、客户隐私保护等多方面挑战,也带来了在人才识别与招聘、培训、绩效管理、员工关系和职工保留等多方面进行提升的新机遇。数字时代下,旅游企业人力资源经理必须弥合技术与人性之间的差距,注意数字技术应用带来的道德困境,并采取开放、适应的思维方式。(5)数字技术还可以赋能旅游企业劳动力的市场以实现供需匹配,即通过信息化变革使旅游企业劳动力供需数量达到动态平衡,通过知识化完善劳动力供需结构,通过平台化推动劳动力供需双方链接。Tourism enterprises have long face the dilemmas of human resources shortage and talent loss,mainly due to the mismatch of labor supply and demand in the external market,and the simple and sloppy internal job setting and human resources management(HRM).The wave of digitalization provides opportunities for solving the aforementioned problems,but it also poses new challenges.The main manifestations are:(1)the digital era has shaped a new scene of tourism,giving rise to new tourism demand,and the new period of tourism enterprise labor demand characteristics and skills structure have been transformed;thus,tourism practitioners need to possess digital management,analysis,innovation,service,and learning abilities.(2)Digital technology(DT;e.g.,intelligent machines and big data analysis)is reshaping the division of labor and service functions of tourism services,and its wide application partially replaces human employees(especially in programmed repetitive labor);however,it may also be possible to enhance employees through system support,human–computer collaboration,and so on.Thus,its impact is structural.HRM in tourism enterprises must pay attention to the potential digital divide and digital equity issues in the digital transformation of tourism and ensure that the intelligence and convenience of DT can benefit every stakeholder equally.(3)DT has also enlivened flexible labor,thereby changing the shape of fl exible labor through three aspects:new work arrangements,nature of work,and status of workers.In the digital era,the flexible employment management of tourism enterprises must be optimized by deepening the governance of the flexible employment platform and improving the workers’rights and interests protection system.(4)The digital era poses challenges to the internal HRM of tourism enterprises in terms of responsibility attribution,lack of digital capacity,data security,and customer privacy protection,and also brings opportunities to enhance and optimize the scientifi c management of talent identifi cation and r

关 键 词：数字技术 旅游企业 人力资源管理 劳动力供需匹配 员工技能结构 

分 类 号：F59[经济管理—旅游管理]