Tour Leader Role Stress: Conceptualization and Scale Development

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Project title

Code/計畫編號

NSC101-2410-H259-084

Translated Name/計畫中文名

領隊角色壓力概念化與量表之建構

Project Coordinator/計畫主持人

Richard Ching-Yu Chang

Funding Organization/主管機關

National Science and Technology Council

Department/Unit

Department of Tourism, PU (Providence University)

Website

https://www.grb.gov.tw/search/planDetail?id=2634599

Year

2012

Start date/計畫起

01-08-2012

Expected Completion/計畫迄

31-07-2013

Bugetid/研究經費

496千元

ResearchField/研究領域

管理科學

團體旅行中，領隊的工作決定整個旅遊行程的成功與否。然而領隊需扮演多種角色以滿足旅程中各權益關係人的期望，舉例來說，領隊是旅客的專業響導，是旅行社的員工代表，是服務供應商(如，旅館及航空公司)的中介者，更是個人利益的爭取者。當領隊在扮演這些角色時，很容易因角色的重疊而發生衝突的現象，甚至影響領隊的專業能力與內在情緒，進而產生角色壓力。過去文獻中關於領隊的研究中，甚少針對領隊之角色壓力來討論其工作表現，現今的研究仍缺乏對領隊內在壓力來源概念性的探討，甚至未有量化的實證性研究。因此，本研究的主要研究目的為：(1)探討領隊人員於團體套裝旅遊中所需扮演之各種角色；(2)依據領隊人員扮演的不同角色中，概念化領隊面臨的角色壓力來源；(3)發展領隊角色壓力之題項與量表；(4)檢測領隊角色壓力量表之信度與效度。本研究方法為質性的概念化過程以產生題項，作為編製量表之依據，其次是量化的問卷分析，將設計的題目進行信效度考驗而完成量表。本研究重要性在於分析領隊內在的角色壓力，藉以提高專業服務表現及領隊工作滿意度，強化並改善服務品質。另外，本研究結果將提供適當的量表資源，以便未來其他評估相關領隊壓力與專業服務表現的研究，能加以運用。 Due to the complex nature of group package tour (GPT), tour leaders often need to perform multiple roles simultaneously. Furthermore, tour leaders are likely to encounter different expectations, demands, and level of stress when dealing with different stakeholders, for example, tourists, travel agencies, service providers, and even themselves. As such, the roles to be performed may be incompatible because of different expectations and requirements of various stakeholders. Such incompatibility can result in role stress which can be detrimental to service quality and professionalism of tour leader. However, there is a lack of understanding about tour leader’s role stress. Expectations and demands associated with tour leaders’roles are also neglected in the existing literature. Hence, this research attempts to close the gap by investigating tour leader’s role stress. The main objectives of the research are: (1) to identify the sources of stress that tour leader face; (2) to conceptualize the concepts of role stress, role conflict, and role ambiguity in tour leader practices; (3) to develop a scale to measure the level of role stress in the tour leader profession in Taiwan; and (4) to assess the reliability and validity of the role stress scale. This research will adopt a combined qualitative and quantitative approach in assessing issues pertaining to role stress. First, the difficulties faced by tour leader in fulfilling the requirements of various stakeholders will be investigated through in-depth interviews. The interview results will facilitate the development of a scale to measure perceived role stress, and related concepts including role conflict and role ambiguity. Subsequently, a large-scale questionnaire survey will be implemented to examine the relationship amongst role stress and related concepts. The findings of this research are believed to provide new insights into the factors affecting tour leader service, and contribute to the measurement of tour leader’s role stress. The findings will also contribute significantly in understanding the relevant sources of tour leader’s role stress, thereby enhancing the level of tour leader’s job satisfaction as well as tourist satisfaction.

Keyword(s)

領隊
角色壓力
角色衝突
角色模糊
概念化
量表建構
Tour leader
role stress
role conflict
role ambiguity
conceptualization
scale development

DSpace CRIS

Tour Leader Role Stress: Conceptualization and Scale Development

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