觀光旅遊業之最適銷售模式與服務設計

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Title:	觀光旅遊業之最適銷售模式與服務設計
Other Titles:	The Optimal Sales Model and Service Design of Tourism Industry
Authors:	林子堯 LIN, TZU-YAO
Contributors:	企業管理學系管理科學碩博士班陳淼勝 CHEN, MIAO-SHENG
Keywords:	線上旅遊資料庫;最適銷售模式;人力資源開發設計;前端人才訓練 Online Tourism Database;Optimal Sales Model;Design of Human Resource Development;Front-end Talent Training
Date:	2021
Issue Date:	2022-08-11 10:05:41 (UTC+8)
Abstract:	本文旨在探討觀光旅遊產業銷售與服務設計之概念及方法。首先，藉由旅遊資訊供需平台機制設計者的立場進行設計，制訂數位化旅遊資訊查詢規格，及單位時間使用旅遊資訊的價格，透過價格期以利於旅遊資訊供需雙方在資訊平台媒合之際，能有效應用交易資訊產品與發揮善用其精神思想內涵的資訊供需機制；同時，本文亦藉由觀光旅遊產業最適銷售模式觀點，以瞭解網路相關編輯目前無法實踐與執行之層面，與探析現階段可行之相關作法；此外，並輔以文獻資料、業者訪談與問卷調查等方法來分析與確立其服務設計。其次，透過行銷觀點機制化，探討觀光旅遊產業人力資源發展與顧客關係鏈結之意涵，本文藉由餐飲業顧客服務之實務探究，反映出觀光旅遊產業顧客因應策略與永續經營方針之重要性。由於餐飲業經營管理者與第一線服務人員，能夠藉由難纏顧客提昇自己工作能力；因此，其經營管理者可在思考永續發展遠景下，所應提供符合利害關係人需要的產品與服務。最後，本文即探討觀光旅遊產業(含旅遊服務業)組織人力資源開發設計與前端人才訓練。為了使前端專業人員，能適性並有效率地從事旅遊業工作，旅遊服務業(特別是導遊人員)的人力資源開發，應延伸至前端人才培訓，豐富其職場軟實力來因應業界生態變化。另外，導遊人員過去工作所累積之經驗與專業職能是否會影響導遊的工作壓力；即表示導遊人員之專業職能與工作壓力之間應如何取得平衡，實有賴相關旅遊業主管能具體為其員工創建合適的工作場域。這些內容的討論將展示在本文第四章。　　This research namely aims at interpreting the three concepts and methods towards sales for tourism industry and service design. First of all, it is concerning the sales and service design which are from the perspectives of the mechanism designer. Also, it would describe the supply and demand for the online travel database, and how the information provider (mechanism designer) can obtain reasonable profits from the travel demanders and the practitioners of tourism industry. Moreover, the predominant contents may mainly explore the subjects of the relevant tourism industry including the food and beverage industry and the design development of human resources management and service marketing towards the tourism industry. Secondly, with the perspectives of interactive marketing and internal/external marketing, the study attempts to probe into the strategies for customer response and sustainable management policies towards the tourism industry by means of customer relationship management for food and beverage businesses. Accordingly, the practitioners of food and beverage industry and the first-line service employers can improve the relevant competences and skills via the experiences of coping with jay customers in industry. Further, the managers in the industry can consider more about the issues of sustainability and corporate development, but provide the appropriate products and services that meet the needs of stakeholders properly as well. Thirdly, regarding the prospects of human resources development for tourism industry, the professional competences of tour guides may affect the work pressure in the workplace. Further, it also may primarily elaborate the front-end talent training for the tourism industry so that it can instruct them to be as the proper front-end professionals to engage in the tourism sectors effectively. In other words, it is supposed to achieve a balance between professional competences and work pressure towards tour guides in travel sector. Consequently, it is highly anticipated that the practitioners and supervisors in industry ought to create the proper and comfortable working environment for employees.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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