旅遊業獎勵旅遊人才留任之策略探討-以某旅遊業公司為例

Exploring the Retention Strategy of Incentive Travel Human Resource – a Case Study of a Travel Agent

曾寶玉(Pao-Yu Tseng)

指導教授 ： 丁姵元

中原大學/商學院/企業管理研究所/碩士(2018年)

https://doi.org/10.6840/cycu201800619

摘要

旅遊業近年的發展需求中，為企業為員工舒緩工作上的壓力，讓員工能夠產生向心力以達到公司業績目標為目的一種方法。目前全球在獎勵旅遊的市場貢獻的產值高達2億7千萬美元，可見獎勵旅遊對旅行社的重要性(黃喬琳，2000)。本研究係主要在研究獎勵旅遊人才留任之探討，研究方式採用質性研究方法，以個案研究方式和半結構式的訪談方式進行，來了解個案公司獎勵旅遊部門的業務離職及願意留任的原因，訪談業務和用人單位的直屬主管觀點分析，透過訪談的資料分析，找出讓人才願意留任下來的關鍵因素。

研究發現，離職主要的原因是因為，工作負荷大和主管的管理風格有關，而願意留任下來的原因是工作上的成就感和學習成長的機會。就主管和業務的角度來看，工作負荷量太大為業務離職的最大原因；但在公司角度上認為，獎勵旅遊部門應在案件上的工作內容上做有效的分配，即可以降低工作負荷量太大的問題。由此可知業務和主管的立場，都認為是因工作負荷量問題而導致人才無法留任，主管努力的為業務爭取加班費的方案，但未能如願。所以在本研究發現，公司並未深入了解獎勵旅遊業務的工作內容，雙方認知上也極大的差距，所以管理單位必須清楚了解獎勵旅遊的工作負荷，給予配套方案才能達到人才留任的效果。

關鍵字

獎勵旅遊；留任原因；離職原因

並列摘要

In recent development of the tourism industry, traveling has become a tool for companies to relieve employees from work stress and cultivate employee engagement in order to achieve the company’s sales goals. Currently, the global incentive travel market size is US$270 million, which clearly shows the importance of incentive tours for travel agencies (Huang, 2000). This thesis aims to discuss the retention of incentive travel agents through qualitative research. The case study method and semi-structured interviews will be used to unveil the reasons why the sales representatives in the incentive tour division would leave or stay in the studied company. The data from the interviews with the sales representatives and their supervisors in the hiring units will be used to analyze the key factors of talent retention.
The research found the major reasons for employee resignation are heavy workload and supervisor’s management style, while the reasons for staying are sense of achievement at work and personal development opportunities. From the supervisors’ and sales representatives’ view, the main reason of leaving the company is work overload.
However, from the company’s perspective, the overload problem can be reduced if workloads are distributed more effectively in the incentive tour division. The findings thus indicate that both the sales representatives and their supervisors consider heavy workload are the main challenge to the retention of sales representatives. The supervisors have tried to request overtime pay program for the sales but failed. The research result shows that the company fails to fully comprehend the details and nature of incentive tours. And there is a perception gap between both sides. In conclusion, it is suggested that the management should know the accurate workload of organizing an incentive tour and provide associated employee supporting programs in order to retain talents.

並列關鍵字

incentive travel； reason for retention； reason for resignation

參考文獻

一、中文部分

王守玉(2012)。簡介紮根理論研究法。護理雜誌，59卷一期。

王郁智、章淑娟、朱正一(2003)。升遷機會、社會支持、工作滿意度與留任意願之相關性研究。志篤護理，92。

王瑞昌(2012)。影響護理人員離職與留任的因素-縱向的追蹤研究。東海大學。

王曉晴、吳凱琳(2011)。解讀職場壓力不在抓狂。cheers雜誌，77。