觀光業的盛行，服務業的興盛，因人力的大力需求，恐造成良璓不齊的品質
及人才，到底需求的人才要的是甚麼? 職能因此應運而生，並能夠探討讓一個組
織及服務業來做一個策略並成為人力資源管理的媒介與版本。
從研究的資料整理後來看，人才不外乎需要的是用心及專業和熱情，以及藉
由不斷的實戰經驗來累積，並能夠預測預期的結果來減低事故的傷害。
反應快成為導遊人員必須具備的特質之一，根據職能的模型，分成隱藏及外
顯特質，同時，導遊一定要有專業知識，作中學累積經驗，才能在眾多導遊中，
脫穎而出。經過一連串的探討與測試，職能的基礎觀念可以加強並幫助人力資源
管理及導遊該如何成為一個核心人物。

With the fast growing tour industry, the prosperous service industry, the great
demand of talents, fearing of shortage quality and talent, in the end what the result the people want. Competency came into arise, and the ability to investigate and services allow an organization to do with a policy and become a medium version of human resource management.
After studying data from the finishing point of view, nothing more than talent is
needed and professional intentions and enthusiasm, as well as through continued to accumulate practical experience, and be able to predict the expected results to reduce accidents.
Quick response characteristics to become one of the tour guides must have.
According to the competency model, it divided into invisible and visible parts. Besides, professional knowledge plays an important role, also could upgrade the level. Through a series of discussion and testing, basic concepts and competency can help to strengthen the human resource management and how to be a tour guide of the central figure.

THESIS VALIDATION LETTER i
ACKNOWLEDGEMENT ii
ABTRACT(CHINESE) iii
ABTRACT(ENGLISH) iv
TABLE OF CONTENTS v
LIST OF FIGURES viii
LIST OF TABLES ix
Chapter One: Introduction 1
1.1 Research Background 1
1.2 Research Objectives 2
1.3 Research Scope 3
1.4 Organization of the Paper 3
Chapter Two: Literature Review 5
2.1 The definition of the competency and its development 5
2.1.1 Definition of Competency 5
2.1.2 Competency Model 19
2.2. Development of measurement competency 20
2.3. Tourism and the tour guide overview 25
2.3.1 The travel industry and tourism industry 25
2.3.2 The definition of tour guides 27
Chapter Three: Research Methodology 29
3.1. Research process 29
3.2. Research object 30
3.2.1 Participants 30
3.3. Data collection measurement 31
3.4. Data analysis 32
Chapter Four: Individual Case for Finding and Discussion 34
4.1. The job contents of the tour leader and the tour guide 34
4.1.1 .The job content of the tour guide 34
4.2.2 .The job content of the tour leader 35
4.2. The competency of the tour guide 35
4.3 The skills of leading a tour of tour guide 36
4.3.1 The definition of skills 36
4.3.2 The example of interview case analysis the skills 37
4.4. The attitudes for leading a tour 41
4.4.1 The definition 43
4.4.2 The example 47
4.5 The innate characteristics 57
4.5.1 The definition 57
4.5.2 The example 59
4.6 Motives 69
4.7 Professional Knowledge 70
4.8 Final Discussion 73
Chapter Five: Conclusions and Implications 77
5.1. Conclusions of Research 77
5.2. Implications of this research 79
5.3 Research limitations and implications for future research 82
REFERENCES 83
INDEX 86

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