績效評估是人力資源管理不可或缺的工具,本研究目的旨在運用平衡計分卡之財務、顧客、內部流程、學習與成長等四個構面的概念,並從日本線領隊的角度,建構適用於日本線領隊之績效評估系統。以相關文獻探討及利用問卷調查法蒐集資料,最後,建構出23項指標的「日本線領隊的績效評估問卷」。研究結果顯示:一、在財務構面,以「報帳金額清楚」與「小費收取的達成率」為最重要的指標;二、顧客構面,以「對團員保持誠懇熱忱的服務態度」與「解決行程中問題的能力」為最重要的指標;三、在內部流程構面,以「交團時與公司OP交接證件的細心度」與「帶團時解決團員抱怨問題的能力」為最重要的指標;四、在學習成長構面,以「對日本觀光景點的瞭解程度」與「隨時吸收新知識及學習新事物」為最重要的指標。最後建構「日本線領隊之績效評估指標」,提供旅行業者作為其未來派遣日本線領隊的參考。
The performance evaluation is indispensable to human resource management. The purpose of this study employed the concept of the Balanced Scorecard (BSC) to construct the multiple-perspective indicators of performance evaluation of tour leaders focusing on Japan tour in the outbound travel agencies. According to the concept of the BSC, the four perspectives such as financial, customer, business internal process, and learning growth are included in the measurement of performance evaluation. The relevant statistics in the research is based on the relevant studies in the literature and the questionnaire survey. This questionnaire proposes 23 crucial indicators .The research findings can be summarized as follows: 1. the most important indictors in financial perspective are:「expense clear」and 「tip achieving rate」; 2. the most important indictors in customer perspective are:「service attitude to the customer」and 「the ability of solution problems in trip」3. the most important indictors in business internal process perspective are:「hand over with care about the vouchers of group with OP」and 「the ability to deal with complain from customer」; 4. the most important indictors in learning/growth are:「the understanding of sightseeing in Japan」and 「to learn and study the new things」. This research may provide insightful information for travel agencies to temporary meet the performance management for tour leaders focusing on Japan tours.