A Study on the Knowledge Management of Consolidated Travel Agency in Certificated Travel Councillor and the Front Line Sales Person

• Main Authors: Wei-De Wu, 吳偉德
• Other Authors: Nien-Te Kuo
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/71385837680603103202

碩士 === 銘傳大學 === 觀光研究所碩士在職專班 === 98 === The main purpose of this paper is to discuss the knowledge management of the certified travel counselors of the consolidated travel agencies and the front line sales persons, by using the qualitative research methods with the in-depth interviews. The interviews include the senior managers, the managers and the front line sales persons of three non-discount consolidated travel agencies, and the director and former director of the Certificated Travel Counselors Association R.O.C（CTCA）. Conclusions and discoveries are as the follows: 1. The culture of an enterprise must be based on the collaboration within the organization, motivation of the desire of learning, and the growth of the business. 2. The leadership of the Certificated Travel Councilors based on the professional knowledge enhances the knowledge management of the front line sales persons. 3. Information technology is a just media. Since the products of tourism are intangible, it can’t replace traditional sales models. 4. The performance of an organization can be improved by using mentors, reward system, and sales reports by the certificated travel counselors. 5. The pre-job preparations of the front line sales persons can be reinforced by School education, family background and environment, with which the sales persons were raised.