旅游业已经成为国民经济和社会发展的战略性支柱产业，在实现中华民族伟大复兴 中国梦的征途中，为旅游业高质量发展赋能不仅是行业发展的需要，也是满足人们对美 好生活追求的必然。旅游景区作为促进旅游经济发展的核心要素，向高质量发展既是景 区提质增效的经营管理要求，也是消费转型升级的必然要求。因此，旅游景区如何更好、 更快、更稳的向高质量发展成为新形势下的研究新课题。 景区高质量发展是多维呈现，其建设和维护更是一项系统工程。为了更好的实现景 区高质量发展这一目标，本文从人力资源管理的角度着手，运用人力资源管理与质量管 理等相关理论，分析了旅游高质量发展与人力资源管理之间的关系，剖析了人力资源管 理体系的作用对景区高质量发展的支撑作用。经过研究发现，旅游高质量发展与人力资 源管理互为关联、互相影响：一方面，旅游高质量发展需要人力资源管理的体系化管理、 高素养从业人员以及忠诚的敬业精神；另一方面，人力资源管理对旅游高质量发展具有 文化引领、机制驱动与制度保障的作用。同时，本文还提出高质量景区的人力资源管理 体系的搭建需要基于战略的人力资源规划、人力资源管理理念、管理架构、管理机制、 人才输送的角度考虑，而体系的构建也将驱动提高景区的治理能力、推动景区高质量发 展并满足游客体验价值，在论证的过程中创新了景区高质量发展的“三段式”人力资源 管理体系框架。 本文选取X集团向文旅战略转型中的首个文旅项目作为研究对象，对景区人力资源 管理体系的现状进行了深入分析，全面诊断了T古镇项目在高质量发展过程中人力资源 管理体系存在的四大问题，剖析了五个方面的主要原因，并从企业文化、胜任力、人才 培养体系、人力资源管理信息系统四个维度提出了优化对策，尝试从人力资源管理体系 的角度为景区高质量发展提供智力支撑。 当前，对旅游高质量发展的研究是热门话题之一，本文从人力资源管理的视角出发， 尝试为促进景区高质量提供可借鉴的思路，从而更好的推动我国旅游高质量发展，不断 II 满足人们对美好生活追求的需要。 关键词：旅游高质量发展；景区高质量发展；人力资源管理体系 III HIGH-QUALITY TOURISM DEVELOPMENT AND SUPPORTING HUMAN RESOURCES MANAGEMENT SYSTEM IN SCENIC SPOTS: A RESEARCH ON T ANCIENT TOWN ABSTRACT As tourism has become a strategic pillar industry of national economic and social development, on the way to realize the Chinese dream of the great rejuvenation of the Chinese nation, empowering high-quality tourism development does not only meet the need for the industry development, but also satisfies people's pursuit of a better life. In particular, Scenic spots are the core factor to promote the development of tourism economy. The high-quality development of scenic spots conforms to their operation and management for better performance, and represents an inevitable result of the upgrade of tourism consumption. Therefore, how to achieve high-quality development of tourist attractions in a better, faster and steadier fashion has become an emerging subject under this new situation. High-quality development of scenic areas are presented in multiple dimensions, and their construction and maintenance are systematic projects. In order to better seek high-quality development for scenic spots, this thesis is set under the perspective of human resources management, adopts the theory of human resources management and quality management, analyzes the relationship between high-quality tourism development and human resources management, and studies how to support high-quality development of scenic spots by making good use of human resources management system. The research demonstrates that high-quality tourism development and human resources management are interrelated and influenced by each other. On the one hand, high-quality development tourism requires systematic management of human resources, highly-qualified employees and professionalism. On the other hand, human resources management establishes the culture for development, and it also provides the mechanism and system to drive and support the development. At the same time, establishing a human resources management system in a high-quality scenic spot, as proposed in this thesis, IV needs to take into consideration the strategic planning, the concept of human resources management, management structure, management mechanism and talent allocation. In this way, the construction of a system will enhance the management capabilities of scenic spots, promote their high-quality development and satisfy tourists’ experience. In the argumentation, a "three- stage" human resources management system is created for high-quality development of scenic spots. This thesis selects the first project in X Group's strategic transformation to cultural tourism as the research object. Combined with the survey results of the human resources management system of this tourist attraction, this thesis exposes four major problems in its human resources management system in the current process of high-quality development, and analyzes the causes. Accordingly, optimization strategies are proposed in terms of culture, competence, talent training system and human resources management system, in an attempt to provide intellectual support for the high-quality development of scenic spots from the perspective of human resources management. At present, research on the high-quality tourism development is one of the hot subjects. From the perspective of human resources management, this thesis attempts to provide reference and ideas for the development of high-quality scenic spots, so as to better promote high-quality tourism development and continuously satisfy people's pursuit of a beautiful life. KEY WORDS：High-Quality Tourism Development；High-Quality Development Of Scenic Spots；Human Resources Management System V 目 录 摘要 ............. I ABSTRACT ..... III 第一章 绪论 .. 1 1.1 研究背景及意义 .............. 1 1.1.1 研究背景 .......................... 1 1.1.2 研究意义 .......................... 1 1.2 研究框架 .......................... 2 1.2.1 研究方法 .......................... 2 1.2.2 研究内容 .......................... 3 1.2.3 研究技术路线 .................. 3 1.3 本文创新点 ...................... 4 1.3.1 选题创新 .......................... 4 1.3.2 理念创新 .......................... 4 1.4 文献综述 .......................... 5 1.4.1 国内研究状况 .................. 5 1.4.2 国外研究状况 .................. 6 1.5 理论研究基础 .................. 6 1.5.1 战略人力资源管理理论 .. 6 1.5.2 双因素理论 ...................... 7 1.5.3 系统论 .............................. 7 1.5.4 全面质量管理理论 .......... 7 第二章 旅游高质量发展与人力资源管理的关联性 9 2.1 旅游高质量发展的内涵与特征 ..................... 9 2.1.1 旅游高质量发展的内涵 .. 9 2.1.2 旅游高质量发展的特征 12 2.2 旅游高质量发展对人力资源管理的需求表现 .......................... 14 2.2.1 旅游高质量发展需要系统化的人力资源管理体系 .................. 14 2.2.2 旅游高质量发展需要高素养旅游从业人员 .............................. 16 VI 2.2.3 旅游高质量发展需要忠诚的敬业精神 ....... 16 2.3 人力资源管理对旅游高质量发展的支撑作用 .......................... 17 2.3.1 为旅游高质量发展提供文化引领 ............... 17 2.3.2 为旅游高质量发展提供机制驱动 ............... 18 2.3.3 为旅游高质量发展提供制度保障 ............... 19 2.4 本章小节 ........................ 20 第三章 人力资源管理体系对景区高质量发展的支撑体现 ................ 21 3.1 景区高质量发展的内容 21 3.1.1 景区高质量发展的内涵 21 3.1.2 景区高质量发展的特点 22 3.1.3 高质量景区的发展趋势 23 3.2 高质量景区人力资源管理体系的构成 ....... 24 3.2.1 契合景区战略发展方向的人力资源规划 ... 24 3.2.2 基于业务链条的人力资源管理理念 ........... 24 3.2.3 支撑体系运转的管理架构 ........................... 25 3.2.4 保障目标达成的管理机制 ........................... 25 3.2.5 高素养从业人员的输出体系 ....................... 25 3.3 人力资源管理体系对景区高质量发展地驱动 .......................... 28 3.3.1 提高景区的治理能力 .... 28 3.3.2 推动景区高质量发展 .... 29 3.3.3 满足游客体验价值 ........ 30 3.4 本章小结 ........................ 31 第四章 T古镇项目基本概况 ... 33 4.1 企业介绍 ........................ 33 4.1.1 X集团企业简介 ............ 33 4.1.2 X集团文化旅游发展股份有限公司简介 ... 34 4.2 T古镇项目概况 ............ 34 4.2.1 T古镇项目简介 ............ 34 4.2.2 T古镇项目人力资源管理状况 ..............