| 摘要: | 旅行業為一具多元服務之特殊產業，而旅行業具綜合性、高服務性、公用性、無歇性、季節性、高固定成本、短期供給無彈性、資本與勞力密集及市場需求受外在環境影響極大等特性，造成導遊人員重要性高且專業能力需更加提升。
「就業力」是指初次就業、維持就業、轉換工作以及在必要時獲得新就業的能力。故本研究旨在探討旅遊業導遊人員應具備何種就業力能協助其初次就業、轉換工作和順利執行職務維持就業，進而期能作為業者在選拔、培育導遊人員之參考。
經文獻回顧與分析後，初步歸納與整理導遊人員一般工作內容及專業能力，初步擬出訪談大綱，以進行深入訪談，訪談內容包括旅遊業導遊人員的工作內容、了解導遊人員所需之專業知識、顧客服務、問題解決、解說、溝通表達、領導力及語言能力等專業能力。進而推論出導遊人員所需之就業力。
本研究共訪談11位旅遊業界的日本線導遊人員，進行深度訪談後，會採用質性研究與紮根理論與導遊人員進行訪談資料分析，進一步歸納與整理出旅遊業日本導遊人員潛在的特質及應具備的能力，來瞭解日本導遊人員所需之就業力分別為日本專業知識、表達溝通能力、日語能力、領導能力、發掘與問題解決能力、顧客導向、時間管理、自我管理以及旅遊環境認識。
Travel agency is a multi-services industry. Travel industry is characteristic of comprehensive, service oriented, public, non-rest, seasonal, high fixed-cost, non-elastic short term supply, intensive labor and capital, easily affected by market. These characteristics in travel industry make tour guides more important and need to be more professional. Employ ability means the ability to get a job at first time, maintain employed, transfer to another job and get a new job when inquired. This research points to explore what the abilities the tour guides need to have to help them get a job at first time, maintain employed and transfer to another job.
This research is expected to be a reference for employer in this industry for selecting and cultivating guides. After reviewing and analyzing documents, generalize and integrate common works and professional abilities of tour guides. Draft some main points to conduct a deep interview. The content of interview includes the works of tour guide, the professional knowledge that a tour guide needs, customer services, problem solving, illustration, communication, leadership and language ability.
Through interview to conclude the employ ability that a tour guide needs. In this research, there are 11 tour guides of Japanese line in travel industry finished deep interview. Use Qualitative Research Method and Grounded Theory to analyze interview of these 11 tour guides, and in advance generalize and integrate the potential personality and abilities need to be equipped with of tour guide in travel industry to understand the employ ability that the tour guide needs. |
