An Analysis of Competency’s Connotations and Training Needs Assessment for Travel Agent Managers in Taiwan (76009)
Session Chair: Jen-Chia Chang
Wednesday, 27 March 2024 15:25
Session: Session 4
Room: Room 608
Presentation Type: Oral Presentation
In response to the current challenges faced by the travel industry in the post-epidemic recovery of the travel industry and changes in the operating environment, this study is based on Chang & Chen's (2023) research on 7 job responsibilities and 46 items of knowledge that travel agent managers should have (K), 46 skills (S) and 11 attitudes (A) of competency’s connotations. In order to further explore the order of the training needs of travel agent managers, this research uses the Questionnaire Survey to investigate 27 experts who have worked in the travel industry for more than 20 years and uses the IPA method for analysis. The results of the study found that: Experts recognize that the most important job responsibility of travel agent managers is risk management, the most frequently used is business management, and their priority training needs are [enhancement of high-quality customer service].The most important competency’s connotation of knowledge and the most frequently used one are [ability to develop tourism product features]; the most important competency’s connotation of skill is [able to discuss key passenger service needs with colleagues], and the most frequently used one is [discuss common passenger service issues]; the most important competency’s connotation of the attitude function and the most frequently used ones are [active], and the priority training needs skills are [commission and markup structure skills], etc. It is expected to provide a reference for travel agency managers to improve the design of professional training courses.
Authors:
Jen-Chia Chang, National Taipei University of Technology, Taiwan
Shan-Pei Chen, National Taipei University of Technology, Taiwan
About the Presenter(s)
Professor Jen-Chia Chang is a University Professor/Principal Lecturer at National Taipei University of Technology in Taiwan
See this presentation on the full schedule – Wednesday Schedule
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