| Summary: | 碩士 === 國立高雄餐旅大學 === 觀光研究所 === 105 === In recent years, the population of travel abroad has continued to increase. Not only has the domestic travel agencies become more vigorous, but also the demand and requirements of the travel agencies’ ticketing operators have been gradually increased, highlighting the importance of the service quality of the travel agencies’ ticketing operators. This research uses questionnaire survey to collect data from ticketing operators in the travel agencies in order to investigate the relationships among personality of big five factor, information literacy, work stress and work risk. Understand the correlation between the personality of big five factor and information literacy, and what factors can cause work stress and work risk for ticketing operators in the travel agencies.
In this study is design initial interview program, and with conducting in-depth interviews with 10 personnel who are currently continued to engage in the travel flight ticketing, two structural factors were integrated into the 30 indicators, supplemented by "Delphi" technical analysis, two rounds questionnaires. Through average, standard deviation, quartile deviation, and Kendall's W verification as four-convergence criterion, and removed the indicators and factors, which do not match the standard in the first round and conducted the second round questionnaire analysis. Final results show that integrates four aspects and 25 indicators and factors in total which included the aspect of "Working Stress" with 16 items in total; the aspect of "Working Risk" with 9 items in total. Secondly, the form of "personality of big five factor", "information literacy", "working stress", "working risk" four dimensions of items, actually total of 268 questionnaires but recovery of 232 valid questionnaires. The recovery rate is 86.6%. The research used IBM SPSS 21 for descriptive analysis, reliability analysis, and regression analysis to test the hypotheses. The results of this study showed that: (1) Most of the ticketing operators have "Agreeableness" and "Conscientiousness". (2) Different personality traits on information literacy, working stress, and working risk have potential influence. (3) The information literacy of ticketing operators will affect the working stress and working risk.
In a nutshell, with the outbound tourism trends upsurge, this trends forcing the ability to the ticketing operatorsrequirement more professional and strict, has become an importantpolicy for travel agencies to recruit talents. In thefuture tourism market, only to improve information literacy of the ticketing operators can bring perfect and convenient with fast service. The results of this study will provide a reference for the training of ticketing operators and business management.
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