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研究生:黃郁茹
研究生(外文):Yu-Ru,Huang
論文名稱:探討心理授權、溝通能力對領隊工作滿意度之關係
論文名稱(外文):Investigate the relationship of Psychological Empowerment and communication skills on Job Satisfaction of Tourist Guides.
指導教授:鄧肖琳鄧肖琳引用關係
指導教授(外文):Hsiao-Lin, Teng
口試委員:謝家祥許秋萍
口試委員(外文):Chia-Hsiang, HsiehChiu-Ping, Hsu
口試日期:2018-07-13
學位類別:碩士
校院名稱:中華大學
系所名稱:企業管理學系
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2018
畢業學年度:106
語文別:中文
論文頁數:97
中文關鍵詞:領隊心理授權溝通能力滿意度
外文關鍵詞:Tour leaderpsychological empowermentcommunication skillssatisfaction
相關次數:
  • 被引用被引用:2
  • 點閱點閱:214
  • 評分評分:
  • 下載下載:7
  • 收藏至我的研究室書目清單書目收藏:3
根據交通部觀光局的統計,截至106年12月全國已甄訓合格的領隊為69,106人,領取執業證照的有58,416人,過去5年來執業的領隊人數增加了1,325人,成長19.4%,領隊人數成長比例逐年遽增。然而數字背後,旅遊業看似仍是微幅成長的行業,但是在自由行旅客增加,同業間相互削價競爭下造成利潤下降、事實上領隊的工作環境與收入條件卻是大不如前,物價水漲船高,領隊小費二十年如一日沒調整過,人力也是供過於求的。業外人眼中領隊可以一邊工作、一邊環遊世界,看似令人羨慕,但其背後實有不為人知的辛酸,專業領隊要如何面對與調適、延續與成就自己的領隊生涯值得進一步探討。

本研究為探討心理授權包含其子構面,對於領隊溝通能力與工作滿意度及收入滿意度之間的影響,以實際執業中之專任或特約領隊為調查對象,委託中華民國觀光領隊協會及數家綜合旅行社採取隨機抽樣方式進行問卷調查,回收有效問卷共計295份。

經由本研究分析結果顯示:
1.合格領隊人力過剩,收入偏低。
2.觀光相關科系畢業之領隊工作能力與工作滿意度較高。
3.領隊年資與心理授權及其子構面以及溝通能力有正向影響。
4.歐洲線領隊,在心理授權和工作滿意度高於短線領隊。
5.專任領隊心理授權高於特約領隊。
6.領隊人員在工作滿意度上對於「公司福利制度」及「公司給我保障」的滿意度最低。
7.心理授權、溝通能力與領隊工作滿意度有正向影響。

根據上述研究資料分析結果,並進一步提出相關建議與策略供領隊人員和旅行社管理部門以及相關旅遊業主管機關作為參考,期能改善領隊工作環境並提高領隊的工作滿意度。
According to the statistics from Tourism Bureau, Ministry of Transportation and communications Republic of China (Taiwan), as December 2017, there are 69,106 tour leaders had passed the qualified training and there are 59,416 had received their licenses. In the past five years, the number of certified tour leaders had been increased to 1,325 which was growing by 19.4%. The growth ratio has been increasing year by year. Behind those numbers, the tourism business seems to be a still slightly growth industry. However, due to the increase of independent travelers and the competitive price competition within this tourism business, the profits had been reduced. In fact, the working environment and incomes sources for all the tour leaders are not as good as before. Price continues rising, however the gratuity for tour leaders had not been adjusted for 20 years and the manpower supply were exceeded the demands.

In the view of outside this business, it seems to be enviable for those tour leaders who can work and travel around the world. However, there are tons of hardships and bitterness hidden behind it. It is worthwhile to have a further discussion on how all the professional tour leaders should confront and self-adjustment to have the continuation and achievement on their career.

This study investigates the psychological empowerment and its sub-facets which includes the influences of tour leaders communicate skills, job satisfaction and income satisfaction. It is entrusted by Association of Tour Manager, Taiwan and multiple travel agencies to conduct random questionnaire surveys. There are 295 valid questionnaires were collected.

Base on the analysis of this study, the results show that:
1.Qualified Tour leaders manpower were overcapacity and with low income.
2.The tour leaders who graduated of the Tourism Related Department have higher work competence and job satisfaction.
3.There are significances on psychological empowerment and its sub-facets and communication skills base on tour leader’s seniority.
4.The European line tour leaders have higher psychological empowerment and job satisfaction than the short-haul tour leaders.
5.Full time professional tour leaders have definite higher level of psychological empowerment than part time or contract tour leaders.
6.Tour leaders have the lowest satisfaction with the "company welfare system" and " Company provides me Protection " in job satisfaction.
7.There is positive impact from psychological empowerment, as well as the tour leader’s communication skills, job satisfaction.

Conclude above research and findings, addition to have relevant suggestions and strategies as reference for all the tour leaders and travel agency travel management departments and relevant tourism authorities to improve the tour leaders work environment and improve the tour leaders' job satisfaction.
摘要i

Abstractii

誌謝辭iv

目錄v

表目錄vii

圖目錄ix

第一章   緒論1

第一節 研究背景與動機1

第二節 研究目的6

第三節 研究流程與步驟7

第二章   文獻探討10

第一節 領隊10

第二節 心理授權15

第三節 溝通能力19

第四節 工作滿意度25

第三章   研究方法34

第一節 研究架構34

第二節 研究假設34

第三節 研究變項及操作型定義35

第四節 資料蒐集40

第四章   實證分析與討論41

第一節 樣本特性分析41

第二節 敘述性分析結果44

第三節 人口變項對各構念的差異性分析47

第四節 心理授權、溝通能力與工作滿意度之相關分析58

第五節 心理授權、溝通能力與工作滿意度之迴歸分析59

第五章   研究結論與建議63

第一節 結論63

第二節 建議67

參考文獻70

附件84
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