頁籤選單縮合
題 名 | 專業解說員之服務品質評估架構=An Evaluation Framework for Measuring the Professional Interpreter's Service Quality |
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作 者 | 吳偉文; 李右婷; | 書刊名 | 東亞論壇 |
卷 期 | 477 2012.09[民101.09] |
頁 次 | 頁1-14 |
分類號 | 496.7 |
關鍵詞 | 解說員; 服務品質; 博達計數法; S-P表分析法; Interpreter; Service quality; Borda count; S-P chart; |
語 文 | 中文(Chinese) |
中文摘要 | 解說者是觀光資源與遊客之間的橋梁,稱職的專業解說員,為觀光資源賦予生命與價值,從而勾誘出遊客對於觀光資源的興致。由於觀光旅遊業的進展,因而,對於專業解說員的需求與要求,逐漸提升。解說員對遊客詮釋觀光資源的意涵,可以視為是一種專業性的服務。為求提升專業的服務水準,服務品質量表是常見的評估工具;因而,本研究透過深度的文獻探討與專家訪談,並且運用服務品質量表,從而提出一套專業解說員之服務品質評估架構,期能有益於促進專業解說員培訓之相關的後續研究與發展。此外,本研究為探索性研究,特此採用博達計數法與S-P表分析法,進行深入的資料分析,並作為改善評估架構之參考。 |
英文摘要 | The interpreter acts as a role that bridges visitors and tourism resources. A competent professional interpreter is the enabler that not only enlivens tourism resources to be meaningful, but also inspires visitors to appreciate and enjoy tourism resources through interpretation. The progress of the tourism industry requires numerous professional interpreters with high quality. High-performance interpretation is a sort of the specialized service task. SERVQUAL is often employed to enhance service quality. Therefore, this paper attempts to utilize literature review and expert interview as well as the SERVQUAL to develop an evaluation framework for measuring the professional interpreter’s service quality in order to advance the future studies related to the professional interpreter training. For this exploratory study, data analysis adopts Borda count as well as S-P chart in order to improve the proposed evaluation framework. |
本系統中英文摘要資訊取自各篇刊載內容。