积极心理资本及其在旅游业人力资源管理中的应用

旅游服务的无形性、综合性及生产与消费同时性等特征要求其提供者——员工具有积极的心态和较高的情绪智力，这样才能提高客人感知的服务质量。积极心理资本（PPC）从本质上集中反映了员工的这种心理情绪，所以应该受到旅游企业的特别重视。本文着重探讨PPC在旅游业人力资源管理中的意义、应用以及如何培养员工的PPC。

Positive Mental Capital and Its Use in Tourism Human Resources Management

Tourism service possess shows such characteristics as intangibility, non-transferability, non-storage and synchronization of production and consumption, which demand its providers to have positive mentality and higher emotional intelligence so to enhance customers＇ perceived service quality. Positive mental Capital （PMC） which reflects such psychological status of employees owns more attention of tourism enterprises. This paper focuses on the significance and application of PMC in tourism human resources management and on the methods to cultivate employees＇ PMC.