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E95018
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013
領隊和團體旅客之間的旅遊糾紛:有關小費問題
Travel Disputes between the Tour Leader and Tour Participants: an Issue of Tipping
1.張瑞奇
1.Jui-chi Chang
1.靜宜大學觀光事業學系(所)
1.Department of Tourism, Providence University
001,002,003,004
1.靜宜大學觀光事業學系(所)
1.Department of Tourism, Providence University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2006-08-01
A.14 計畫執行期間(訖):2007-07-31
2007-03-012007-03-31
A.16 收到日期:2007-11-01
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台灣籍曾參加海外團體旅遊之遊客

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357
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C.2 聯絡日期:2007-11-05
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1.靜宜大學觀光事業學系(所)
1.Department of Tourism, Providence University
1
C.7 資料公開日期:2009-08-01
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008
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001
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1.小費
2.台灣
3.旅行社
4.旅遊糾紛
5.團體旅遊
6.領隊
7.顧客滿意
1.Customer Satisfacation
2.Package Tour
3.Taiwan
4.Tip
5.Tour Leader
6.Travel Agency
7.Travel Disputes
 給小費的習慣或制度並非全世界的國家都有實施或認同,給或不給小費此議題已使旅遊業者及參團遊客受到很大困擾。眾多研究說明遊客之所以給小費是因為他們 對服務提供者有某種程度上的感激。但是影響遊客給小費的因素逐漸改變中;並非完全因為服務提供者的服務表現。本研究主要目的是要調查旅行社、領隊和旅客對 於小費議題的認知與看法。本研究也調查旅客在旅程中給小費的實際態度,以及哪些因素影響參團旅客給小費的意願及小費數量。本研究使用質性及量化研究做資料 收集。 本研究發現五個影響參團遊客給小費的因子,其分別為,為社會規範、自私的經濟行為、公平性的認知、服務表現、及公司小費政策。本研究發現服務提供者與 消費者在給小費的議題上有很大的認知上的差異。消費者一般認為服務提供者的服務表現是影響他們給小費的最重要因素。反之,帶團的領隊認為自私的經濟行為比 其他因素更影響消費者給小費。此外,參團者對小費的認知,並不會因不同的社經背景及人口變項而有所不同。

Tipping is not customary for the general public in many countries and this subject has impaired both tourism professionals and consumers. Numerous researches have indicated that customers tip because of the level of appreciation they have received. However, the reasons customers tip change over time. This study aims to explore how tips are perceived by travel agencies, tour leaders, and tour participants. It also examines the factors that affect tour participants to tip. Both qualitative and quantitative approaches were conducted. This study identified five factors - social norms, selfish economic behaviour, perceived equity, service performance, and company’s tipping policies – which influence travellers to tip. There is a gap between service providers and tour participants in term of the perception of tipping. The service performance was considered the most important factor in influencing customers to tip by the tour participants. In contrast, selfish economic behavior seemed to be more salient than the other variables on the impact of tour leaders’ perceptions of why customers should tip. In addition, tour participants’ tipping perceptions do not make much difference among their social-demographical variables.

D.16 完成檢誤日期:2009-11-04
D.17 預定釋出日期:2009-11-27
D.18 初次釋出日期:2009-11-27
D.19_1 最新版釋出日期:2009-11-27
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10.6141/TW-SRDA-E95018-1
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E95018
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