華語領隊人員的心理前因、組織承諾與當責行為之研究

Psychological Antecedents, Organizational Commitment, and Accountability Behavior of Chinese Tour Leader from Taiwan

林欣美(Hsin-Mei Lin) ； 張乃文(Nai-Wen Chang) ； 黃延聰(Yen-Tsung Huang)

《觀光與休閒管理期刊》 7卷2期 (2019/12) Pp. 73-93

https://doi.org/10.6510/JTLM.201912_7(2).0007

摘要

當東亞地區廉價航空（春秋航空與香港快運航於2004成立）的興起並進入台灣旅遊市場時，即悄悄改變旅客出國的行為，尤其是自由行的模式增加，也造成領隊人員對於出國帶團的團數減少，同時也象徵收入的銳減，是否會對其當責行為（離職）的改變，是本研究的課題之一。觀光旅遊業的服務成功與否，領隊人員的當責行為針扮演著關鍵的角色，尤其對旅客的隨團服務中所展現的當責行為，也是展現服務成效的關鍵，更是促使旅客願意持續性出國觀光的關鍵。過去觀光旅遊管理的文獻已指出領隊人員性格與旅遊服務績效間的重要性。身為專業領隊的作者，在執行業務時發覺領隊人員性格與當責行為兩者間，有其落差而無法完全解釋之。將延伸心理所有權的概念，補足性格構面不足處，輔以組織承諾的操作，試圖將其補充之，此為另一課題。旅遊服務績效正是由領隊人員當責行為展現出來，因此本研究探討華語領隊人員之當責行為，從組織行為領域出發，採用心理前因、組織承諾此種態度與當責行為之研究架構。實證結果支持，部分心理前因的確影響了組織承諾並進一步影響當責行為，而組織承諾也對當責行為產生完全中介效果，研究結果有利於暸解旅遊業之領隊人員如何負起責任，展現傳遞服務之當責行為。

關鍵字

當責行為 ； 組織承諾 ； 性格 ； 領隊人員 ； 觀光旅遊業

並列摘要

Whether the service of the tourism industry is successful or not, the accountability capability of the tour leader to play a key role, especially for the accountability capability of the passengers to accompany the group service, is also the key to demonstrating the effectiveness of the service, but also to encourage the passengers to continue abroad. The literature on tourism management in the past has pointed out the importance of the relationship between the leader's personality and the performance of tourism services. The service performance of the tour is demonstrated by the accountability capability of the tour leader to be responsible. Therefore, this study explores the accountability capability of the leader to be responsible, starting from the field of organizational behavior, and adopting the research structure of psychological antecedents, organizational commitments, and responsibility. The empirical results support that some psychological antecedents do affect the organizational commitment and further influence the ability to be responsible, and the organizational commitment also has a partial intermediary effect on the accountability capability to be responsible. The research results are helpful to understand how the tourism team leader takes responsibility and demonstrates the transmission with the responsibility of the service.

並列關鍵字

Accountability Behavior ； Organizational Commitment ； Personality ； Tour Leaders ； Tourism Industry