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研究生:倪瑩芳
研究生(外文):Ni,Ying-Fang
論文名稱:探索團體套裝旅遊領隊知覺團員情緒勒索與因應之研究
論文名稱(外文):Explore how Tour leaders perceive and cope with emotional blackmail by tour members
指導教授:張淑雲張淑雲引用關係
指導教授(外文):Chang,Shu-Yun Ph.D.
學位類別:碩士
校院名稱:國立嘉義大學
系所名稱:觀光休閒管理研究所
學門:民生學門
學類:觀光休閒學類
論文種類:學術論文
畢業學年度:102
語文別:中文
論文頁數:98
中文關鍵詞:領隊情緒勒索因應
外文關鍵詞:Tour leaderEmotional blackmailCoping
相關次數:
  • 被引用被引用:11
  • 點閱點閱:491
  • 評分評分:
  • 下載下載:173
  • 收藏至我的研究室書目清單書目收藏:4
顧客導向時代,顧客情緒之處理與管理相關問題愈顯重要。情緒勒索的概念無所不在,本研究探討領隊知覺團員情緒勒索並使其產生負面情緒的內涵,以及所採取的因應策略。利用關鍵事件法,深度訪談在職領隊,將所得資料彙集後編碼並進行歸類分析,進而提出結論。
本研究歸納出團員產生情緒勒索的情境,包括行程交通、餐廳飲食、飯店住宿、景點活動、自費活動、服務小費、團員相處以及其他服務。團員情緒勒索類型可分為立即爆發、按兵不動、良心譴責、神情不悅、利益慫恿、借刀殺人六大類型,上述這些勒索方式使領隊內心產生困擾為難、無辜冤枉、內疚慚愧、厭惡諷刺、壓力義務、生氣煩躁、莫名納悶、緊張害怕的不良情緒。而領隊所採取因應方式可依其達成團員索求目的及積極程度依序分為積極因應並滿足索求、積極因應並尋求替代方案、溝通安撫但不能滿足索求目的、規避不予處理等四類因應方式。本研究結果增進實務以及學術上於對消費者行為的了解和管理。再者,本研究亦針對旅遊業者在人力資源管理甄選和訓練提供改善之建議和未來研究之方向。

This article helps create a better understanding of how tour leaders perceive tour members’ emotional blackmail so as to affect their emotion negatively by empirically testing how tour leaders respond to customers’ blackmail behavior. The study applied the critic events method to interview those tour leaders in service, analyzed and decoded collected data and provides conclusions. The study listed several situations where tour members often emotionally blackmailed their tour leader on matters such as: trip transportation; dining; accommodation; sightseeing activities; optional tours; tipping; and tour members’ interaction with others. Six types of emotional blackmail behavior used by tour members were identified, these include: revolting against the tour leader immediately; holding emotion but waiting for an opportunity for outbreak; condemning conscience; showing unpleasant facial expressions; instigating with interest; joining other forces against the tour leader. The emotional blackmail behavior instills the tour leaders with negative emotion that included: dilemma; innocence; guilt; sarcasm; pressure; anger; wonder; and fear. Responding to those emotional behaviors, the tour leader copes with requests with varying reactions based on the degree of satisfying tour members’ requests by either active or negative behavior. Four coping strategies were employed: responding actively to satisfy their demand; followed by seeking for alternatives; comforting their emotion but unable to meet their request; and ignoring their request. This paper provides future improving suggestions as well as proposing future research directions.
內容目錄 ............................ I
表目錄  ............................ II
圖目錄  ............................ II
第一章  緒論.......................... 1
  第一節  研究背景與動機................... 1
  第二節  研究問題與目的................... 4
  第三節  研究流程圖..................... 5
第二章  文獻回顧........................ 6
  第一節  團體套裝旅遊與領隊任務............... 6
  第二節  情緒相關文獻.................... 11
  第三節  情緒勒索...................... 14
  第四節  因應相關文獻.................... 25
第三章  研究方法........................ 29
  第一節  操作型定義..................... 29
  第二節  研究對象...................... 31
  第三節  質性研究...................... 32
  第四節  訪談大綱...................... 38
第四章  研究結果分析...................... 39
  第一節  情緒勒索來源面向.................. 39
  第二節  團員情緒勒索行為之類型............... 60
  第三節  領隊情緒感受之內涵................. 63
  第四節  領隊因應之內涵................... 68
第五章  結論與建議....................... 75
  第一節  討論與意涵..................... 75
  第二節  研究限制與未來研究建議............... 80

參考文獻............................. 81
附錄一 訪談手冊......................... 90


表目錄
表2-1 團體旅遊服務特性關鍵.................. 8
表2-2 Susan情緒勒索的四種型態................ 15
表2-3 情緒勒索者特徵通則................... 16
表2-4 業務員知覺顧客情緒勒索來源與內涵............ 18
表2-5 情緒勒索相關文獻整理.................. 21
表3-1 受訪者相關背景資料................... 34
表4-1 領隊人員知覺團員情緒勒索情境事由............ 39
表4-2 團員情緒勒索事由與內涵................. 58
表4-3 團員情緒勒索行為表現與類型............... 60
表4-4 領隊情緒感受整理表................... 64
表4-5 領隊因應方式與類型................... 68


圖目錄
圖1-1 研究流程圖....................... 5
圖5-1 領隊知覺團員情緒勒索與因應之內涵意示圖......... 75

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