應用層級分析法於旅遊從業人員評選

Using Analytic Hierarchy Process (AHP) method on the selection of travel agency jobholders

莊麗靜(Li-Jing Zhuang)

指導教授 ： 劉士豪

中原大學/商學院/資訊管理研究所/碩士(2012年)

https://doi.org/10.6840/cycu201200336

摘要

旅遊業可是說是服務貿易最具代表性的行業，隨著國人旅遊次數增加及政府開放陸客自由行，旅遊業應提升產業內涵、從業人員專業素質及引進優秀人才，才能為企業創造競爭優勢，因此，如何評選最佳人才儼然成為重要課題。本研究以層級分析法(Analytic Hierarchy Process,AHP)，建立一個適合旅遊業導遊/領隊與旅行社OP人員的評選指標：首先，透過文獻蒐集及專家訪談，建立評估之層級架構，共分成五大構面，包含：知識、技巧、自我概念、特質及動機，以及四十三項評估準則。其次，再以層級分析法作為各準則之權重計算及一致性檢定，最後以本研究所發展旅遊從業人員評選表進行項目評選，並實例驗證本建構模型是否可作為評選旅遊業從業人員之職能模型。研究顯示，此模式建立有助於評選過程之理性與客觀化，能在最短時間內確保羅致所需人力，並將適宜的人才任職適當的職位。

關鍵字

職能模型 ； 層級分析法 ； 評選

並列摘要

In service sector, there is no doubt that tourism is a symbol in this the service sector. In Taiwan tourism became so prosper when the government decide to open the door to millions of Chinese tourist to visit Taiwan. In order to help the tourism business, job training and recruit more talent people to join the business has become one of the critical factor to increase individual company’s competition advantage. Therefore, how to evaluate and choose people has become one of the significant lesson that companies has to learn.
The research uses AHP to establish the index to evaluate professional tour guide, and travel agency. First of all, we have set up five levels of evaluation by collection data and expert’s opinion. These five levels are: 1.knowledge, 2.skill, 3.self-concept, 4.characteristic and 5.motivation. There are 43 items was developed to evaluate applicants’ capability. We then use AHP to be the standard of calculation. At the last step, we set up a simulation to test the feasibility of our new evaluation method. The finding in this research has shows that the model can make the evaluation more objective and rationality. Thus, it can be helpful to the tourism company to offer the best people in the right position.

並列關鍵字

competency model ； Selection ； Analytic Hierarchy Process(AHP)

參考文獻

[1]. 石博仁(2011)，管理職能實務，揚智文化事業股份有限公司，台北。

[7]. 張火燦(1996)，策略性人力資源管理,揚智文化事業股份有限公司,台北。

[2]. 何瑋(2006)，核心職能模型與職能選才方法之建立─以某金控公司為例， 國立中央大學人力資源管理研究所學位論文。

[1]. Byham, W. C., & Moyer, R. P. (1996). Using competencies to build a successful organization. Development Dimensions International, Inc, , 214-230.

[8]. Lyle, M., Spencer, J., & Spencer, S. (1993). Competence at work: Models for superior performance.