領隊人格特質、團員間互動與旅遊滿意度關係之研究－階層線性模式之運用

NHUIR > College of Management > Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management > Disserations and Theses(M.A. Program in Tourism Management) > Item 987654321/19452

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Title:	領隊人格特質、團員間互動與旅遊滿意度關係之研究－階層線性模式之運用
Other Titles:	A study of the tour leader's personalities, customer to customer interaction and Customer Satisfaction--Application of the Hierarchical Linear Models
Authors:	何嬿婷 Ho, Yen-ting
Contributors:	旅遊事業管理學系碩士班丁誌魰 Chih-wen Ting
Keywords:	團員互動;人格特質;階層線性模式;滿意度 Personalities;Customer To Customer Interaction;HLM;satisfaction
Date:	2010
Issue Date:	2015-03-13 12:00:47 (UTC+8)
Abstract:	在團體旅遊中，領隊為旅遊過程中主要之第一線服務人員，不僅執行、安排旅遊團各項任務外，也負責處理行程中突發的緊急狀況，因此領隊在團體旅遊中扮演重要角色。在與領隊長時間接觸過程中，優秀的領隊會使旅客產生旅遊滿意度及對領隊的滿意與信任。　　　在整個旅遊過程中，不僅旅客間彼此的互動經驗會影響到其他人正面的滿意或負面的不滿意，而領隊的人格特質亦可能使團員互動間產生微妙變化。本研究主要是探討領隊的人格特質在團員互動與旅遊滿意度間是否具有調節效果，因此，本研究以階層線性模式且引用「隨機變化斜率模式」加以探討。結果顯示，領隊的人格特質能協調團員的互動，而使團體的旅遊滿意度提高。具有外向性、經驗開放型與友善型人格特質的領隊，分別對團員之間社交行為構面皆具有調節效果。　　In group package tour, tour leaders are the primary and first-line service providers, who need to arrange, execute various visits and manage contingent events that occur during the tour. Therefore, tour leaders play an important role in group package tour. Competent leaders are able to induce members' satisfaction with the tour, the leader as well as trust of the leader in their interaction with them during the tour. 　　　During the entire tour and members' interaction may affects other members' positive satisfaction or negative dissatisfaction, and the tour leaders' personalities may affects members' interaction in a tour. This study investigated whether tour leaders' personality moderates the relationship between member interaction and tour satisfaction using the randomly varying slopes model of hierarchical linear models. Results show that the tour leaders' personalities moderate members' interaction and then the positive interaction increases tour satisfaction. Openness, extraversion and agreeableness of tour leaders' personalities have moderating effects on the ＂social behavior＂ of members in member interaction.
Appears in Collections:	[Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management] Disserations and Theses(M.A. Program in Tourism Management)

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