A Study of Constructing Performance Measurement of Tour Guides Based on the Framework of the Balanced Scorecard

• Main Authors: Mei-Chun Liu, 劉美君
• Other Authors: Jung-Peng Huang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/50689726850120577764

碩士 === 高雄餐旅學院 === 旅遊管理研究所在職專班 === 96 === The purpose of this study is to investigate the performance measurement systems for empirically measuring the Chinese tour guide performance of inbound travel agencies based on the framework of the Balanced Scorecard(BSC). Applying the revised BSC approach developed by Kaplan and Nortn on the construct of measuring tour guides’ performance has not been popularized by previous researches. The three-round expert Delphi approach is employed in this study to develop and confirm the four dimensions. This study also builds up indicators of measuring tour guide’s performance. There are 23 crucial indicators proposed in this study. The results of research verify the constructs of the Balanced Scorecard. Both dimensions and indicators confirm their appropriateness in terms of practical and theoretical consideration.