以知識傳遞觀點探討領團人員多元師徒功能之應用

領團人員是影響遊客對旅行業整體觀感以及滿意度的服務關鍵人物，也是旅遊品質執行者和保障者，更是旅行業不可或缺的重要人力資源。因此，本研究旨在探討領團人員在於旅行業之師徒制度中，其師徒功能、知識轉移與組織承諾之間的關係，並探討旅行業內部之組織氣候的調節效果。採立意抽樣及滾雪球抽樣方式針對臺灣地區領團人員進行結構式問卷調查，獲得有效問卷272份。利用偏最小平方法進行分析，研究結果顯示，多元師徒功能對知識轉移有正向且顯著地影響；而多元師徒功能會正向且顯著地影響領團人員之組織承諾，並且多元師徒功能經由知識轉移的中介而增加組織承諾。此外，研究中也證實了旅行業之組織氣候可以強化多元師徒功能對組織承諾之正向影響效果，亦即擁有高組織氣候的領團人員，其多元師徒功能對組織承諾的正向影響，將高於低組織氣候者。最後提出若干管理意涵與未來研究方向之建議。

關鍵字

領團人員；師徒制度；多元師徒功能；知識轉移；組織承諾；組織氣候；偏最小平方法

並列摘要

Tour leaders and guides are the key service persons that affect the overall perception and satisfaction of tourists in the travel industry, and they are also an indispensable and important human resource for the tourism industry. Thus, the purpose of this study is to explore the relationship among leaders and guides in the tourism industry's mentoring system, their mentoring function, knowledge transfer and organizational commitment, and to explore the moderating effect of organizational climate in the model. Object of study in Taiwan tour leaders and tour guides using purposive sampling and snowball sampling conducted structured questionnaire issued were obtained 272 valid questionnaires. Partial least squares was used to estimate a model linking the results show that the multiple functions of mentoring have a positive and significant impact on knowledge transfer; and multiple mentoring functions will positively and significantly affect the organizational commitment, and multiple mentoring functions increase organizational commitment through the mediation of knowledge transfer. In addition, the study also confirmed that the organizational climate of the tourism industry can strengthen the positive effect of multiple mentoring functions on organizational commitment. However, tour leaders and guides with high organizational climate will have a higher positive impact on organizational commitment from multiple mentoring functions than those with low organizational climate. Managerial implications and future research directions are also proposed in this study.