The Construction for Green Service Delivery System of Travel Agencies

• Main Authors: CHUANG,YUNG-CHIEH, 莊雍傑
• Other Authors: CHANG,TE-YI
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/53102772256614310897

碩士 === 國立高雄餐旅大學 === 旅遊管理研究所 === 104 === Tourism development although unlike manufacturing will discharge of waste water, heavy metal, but according to a report by the world economic forum, tourism service process emissions of carbon footprint is indeed higher than many industrial carbon emissions. Therefore, tourism should provide regarding the environmental impact and the environment sustainable development of corporate responsibility, because of travel and Tourism service regarding the importance of development environment and related issues has great research value.This research reference Interview with Professor Kingman-Brundage （1989）proposed service blueprint for green service delivery system reference basis to "customer contact", "front line service personnel", "internal operation", "customer experience" and "after-sales service" as the research structure, The object of this study locking Taiwan six travel related professional managers are and six happened travel agency practice experience of college professors as the sample, this study collected purposive sampling and rolling snowball sampling method was used to extract the interview object, and through the test of reliability and validity analysis results.For reference according to the study was based on interviews with experts and scholars were transcribed verbatim and analysis, draw the green service delivery system service blueprint, service blueprint for travel industry more clearly travel agency service delivery process, and master the service blueprint for green, green integrated into the service delivery process for travel agencies, the study also puts forward relevant practical suggestions, make travel industry green service blueprint play a more complete, can not only more efficient customer service, but also clear the internal operation, and can be both environmentally friendly green as, let travel agency in the service process to reduce environmental damage, make the enterprise environmental responsibility more as a heart, and the travel industry sustainable development.