觀光旅遊業領隊及導遊人員工作幽默感之研究

本研究旨在探討觀光旅行業領隊與導遊人員工作幽默感。本研究以質性研究的方式，透過半結構式個別深度訪談進行資料蒐集，以期深入瞭解領隊與導遊人員帶團過程中運用幽默感的目的、方式和效果等情形。本研究以六位旅行業專任領隊與導遊人員作為研究對象，年齡為34歲至50歲，執業資歷為8年至28年，訪談時間約50分鐘，收集領隊與導遊人員工作幽默感之內涵。研究者根據深入訪談結果，從九個方面分別探究工作幽默感，包涵「工作幽默感之必要性」、「工作幽默感之目的」「工作幽默感運用方式」、「工作幽默感功能性」、「幽默理解能力」、「幽默創造能力」、「幽默因應能力」、「幽默欣賞能力」、「工作幽默感之差異性」。研究發現領隊與導遊人員一致認為幽默感具必要性，幽默感可因應帶團過程中突發的事件與問題，藉由幽默的方式可化解團員對於陌生環境的不安全感，獲得信任，以及促進旅遊過程和諧等功效。領隊與導遊人員在幽默理解能力、幽默創造能力、及幽默欣賞能力方面，對工作具有正面幫助。本研究根據結果提出討論，給予領隊與導遊人員建議及旅行業人員培訓與課程研擬之參酌。針對未來研究方面，建議可以量化研究之方式建構領隊與導遊人員工作幽默感量表，或針對不同行業的從業人員進行工作幽默感之研究。

關鍵字

觀光旅遊業；領隊與導遊人員；工作幽默感

並列摘要

This research focuses on the senses of humor at work for tour guides and leaders in tour industry. Attempting to understand the purposes, approaches and effects of applying senses of humor in the process of tours from tour leaders and guides, data and information is collected by semi-structured individual in-depth interview through qualitative researches. This research collects senses of humor related information of tour guides and leaders from 50 minutes in-depth interview with 6 senior tour escorts which aged between 34 and 50, career experienced between 8 to 28 years. Based on the results of the in-depth interviews, the working senses of humor are categorized into 9 respects, including the “necessity”, “purposes”, “applications”, “functionalities”, “understanding ability”, “creating ability”, “interactions”, “appreciations” and “differentiations” of the senses of humor at work. The conclusion of the research shows the positive essentiality is commonly agreed among tour guides and leaders. The senses of humor help resolving unexpected events and incidents. The senses of insecurity on unfamiliar circumstances of the tourists could be eliminated through the humor approaches. It also helps obtaining mutual trust and increases the harmony in the process of the tour. The abilities of understanding, creation and appreciation of the senses of humor of tour guides and leaders provide great positive effectives on work. This research based on the research conclusions provides recommendations and advices for tour guides and leaders for trainings and seminars references. In the future researches, the construction of quantization of senses of humor for tour guides and leaders or surveys on senses of humor over various industries professions are recommended.