An Analysis of Competency’s Connotations and Training Needs Assessment for Travel Agent Managers in Taiwan

Abstract

This study is based on Chang & Chen's (2023) study of 7 job duties, 46 knowledge (K), 46 skills (S), and 11 attitudes (A) that a travel manager should have. To further explore the sequence of training needs of travel managers, this study used a questionnaire survey to investigate the training needs of 27 supervisors who have been working in the travel industry for more than 20 years and analyzed the results using the IPA method. The study results showed that travel managers' most important job responsibility was risk management, the most frequently used competency was business management, and their priority training need was “quality customer service enhancement”. Among them, the most important knowledge Competency and the highest frequency of use are “being able to develop tourism product features”; the most important skills competency is “being able to discuss with colleagues about the key needs of traveler services”, and the highest frequency of use is “exploring common traveler service problem”; the most important attitude competency and the highest frequency of use are “being active and positive”, and the highest training demand is “improving customer service quality”. The most important and frequently used competency is the “proactive approach”. Prioritize training needs skills such as “commission and markup structure skills”. It is expected to provide a reference for the design of professional training courses for travel agency managers to enhance their professionalism.



Author Information
Jen-Chia Chang, Graduate Institute of Technological & Vocational Education, National Taipei University of Technology, Taiwan
Shan-Pei Chen, Graduate Institute of Technological & Vocational Education, National Taipei University of Technology, Taiwan

Paper Information
Conference: ACEID2024
Stream: Interdisciplinary

This paper is part of the ACEID2024 Conference Proceedings (View)
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To cite this article:
Chang J., & Chen S. (2024) An Analysis of Competency’s Connotations and Training Needs Assessment for Travel Agent Managers in Taiwan ISSN: 2189-101X – The Asian Conference on Education & International Development 2024 Official Conference Proceedings https://doi.org/10.22492/issn.2189-101X.2024.11
To link to this article: https://doi.org/10.22492/issn.2189-101X.2024.11


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Posted by James Alexander Gordon