國人前往日本觀光旅遊以參加團體旅遊行程(GPT)為主要方式,而領隊在團體套裝旅遊當中扮演重要角色。日本線領隊在工作職責上須全程兼任導遊(Through Guide),身為旅遊品質的維護者與旅客權益的保障者,其所需之專業能力不言可喻。 本研究係探索性研究,旨在確認日本線領隊之職責、任務與專業知能,藉以發展並確認日本線領隊的工作內涵與專業能力目錄。本研究運用職業能力分析概述(OCAPs),包含文獻資料分析、現場觀察與訪談、DACUM專家會議、專家資料確認、檢核小組審核及問卷調查等程序,藉以瞭解日本線領隊執業所需要的專業能力,重要發現如下: 日本線領隊的工作內涵共發展出8大項職責、87項任務。職責任務必備性分析:所有職責的區間判定結果都屬於必備性。日本線領隊的專業知能分析,共計確認出78項知能項目,認知層面23項,技能層面33項,態度層面22項。專業知能必備性分析:認知層面「藝術及人文」、「行銷學」及技能層面「行程規劃」3項歸屬於應備知能項目,其餘的75個專業知能項目皆被列為必備。 本研究所發展出之日本線領隊專業能力目錄,不僅具備職場導向,亦兼具業界與學界的觀點,呈現出日本線領隊工作內容的全貌。本研究專業能力目錄之必備與應備能力項目,可提供旅行業日本線領隊人力資源發展之評估依據,也可提供應用日語及餐旅相關科系規劃培養日本線領隊課程之參考。 關鍵字:日本線領隊,專業能力,蝶勘法,職業能力分析概述
The main travel style in Taiwan is Group Package Tour (GPT), the tour leader plays a significant role. For Japanese route GPT, the tour leader should take the responsibility of a tour guide at the same time (through guide). For the sake of travelers’ right and the tour quality, the tour leaders’ importance cannot be denied. This is an exploration research, aiming to confirm the Japanese route tour leader’s duty, task and competency, developing and ensuring the job contents and professional competency category. This research used OCAPs which included literature analysis, observation & interview, DACUM expert meeting, expert confirmation, inspection group review and questionnaire to find out the professional competencies required by Japanese route tour leader. The important findings are as follows: The job contents of Japanese tour leader consists of 8 duties and 87 tasks. The results of all duties’ interval determination belong to required grade. The competency analysis of Japanese route tour leader are totally recognized 78 competency items, 23 items in knowledge aspect, 23 items in skill aspect, 22 items in attitude aspect. In the necessity analysis of competency of knowledge, skills and attitude, 3 items, knowledge of art and humanity, knowledge of marketing and skill of trip planning, belong to necessary competencies. Other 75 competencies belong to required grade. Key Words :Japan, tour leader, competency, DACUM, OCAPs