觀光產業菁英培訓計畫之成效分析－以美國迪士尼培訓計畫為例

An Effectiveness Analysis of Tourism Industry Elite Training Program-A Case Study of United States Disney Institute Training Program

張嘉齡(Chia-Ling Chang) ； 蔡錫濤(Shir-Tau Tsai) ； 施致平(Chih-Pin Shih) ； 何旻娟(Wen-Chuan Ho)

《休閒事業研究》 10卷2期 (2012/06) Pp. 1-22

https://doi.org/10.6746/LIR.201206_10(2).0001

摘要

本研究旨在瞭解「觀光拔尖領航方案」－「築底」行動方案中的「菁英養成」計畫，此首次菁英赴國際觀光遊樂業界翹楚華德迪士尼公司－迪士尼學院中的奧蘭多中心培訓。透過文獻、彙集資料，採CIPP評鑑模式針對觀光學系現任專任教師、旅行業者、遊樂園業者及承辦單位，依背景情境、投入、過程與成果產出等四向度以半結構式深度訪談，加以實際參與觀察者角度，採質性分析方法，綜合歸納提出結論建議。研究發現：多數參訓者對計畫內容目的不熟，初期宣導不夠周延，影響成效；課程內容理論實務兼具，不只適用遊樂園業，概念可適用多元業別，課程獨到皆獲參訓者肯定；整體計畫成功之處在於迪士尼課程內容安排，應改善之處，則在課後行程規劃無太多學習活動，致部分成效不彰。

關鍵字

優質服務 ； 人才培訓 ； CIPP評鑑模式 ； 迪士尼 ； 觀光領航

並列摘要

The study aimed at understanding the first launching of Tourism industries elite overseas training plans, which were arranged at the largest Orlando Disney Institute's training center of the Walt Disney Company. Based on the literature review, data collection, and CIPP evaluation model, the study adopted the semi-structural in-depth interview technique to interview 9 respondents including 4 tourism college teachers, 2 travel agents, and 3 amusement park representatives. According to the 4 dimensions of the CIPP models, context, input, process and product, as well as the perspective of participative observer, the study conducted a qualitative research method for the data collection and analysis. The results were as follows: (I) Most of the participants were not familiar with the elite training program's content and purpose. The organizer did not well convey the plan thoroughly which affected the effectiveness of training; (II) Disney combined theoretical and practical curriculum which were not only suitable for the amusement park operators, but also applicable to many industries. In addition, the uniqueness of Disney curriculum received all participants' positive approvals. (III) In summary of the effectiveness of the training program, the arrangement of Disney curriculum was successful; however, it should be improved in some parts such as enhancing more learning activities after class trip planning. In light of this, the public sector should promote training programs in advance for the future, increase more information channels for public awareness, designate full participation representatives and assure that the plan is conducted effectively. By doing so, there will be a suitable planning for human resources training so as to achieve the goal of elevating international competitiveness.

並列關鍵字

Quality Services ； HR Training ； CIPP Model ； Walt Disney ； Tourism Excellence