El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / This study compared job stressors between female and male Tour Leaders (TLs) operating in South America, mainly Peru and Bolivia. In 2017, 82 TLs were surveyed about their level of stress on 30 items representing four sources of job stress: job roles, nature of the job, tourists’ attitudes and behaviors, and external factors. Statistical tests determined that female TLs perceive higher levels of stress from sexual harassment, natural disasters, facilitating the tourists-locals interaction, having limited free time during trips and constant packing/unpacking. Male TLs reported higher levels of stress when tourists supersede their authority. These results indicate the need to amend policy and managerial guidelines to increase gender equity in the tour leading profession. / Revisión por pares

The master's thesis deals with long bus tours and role of tour leader. The theoretical core is interdisciplinary definition of tourism as a specific assemblage of practices with a relationship to people, objects, practices of others and self. The concept of the third space makes it possible to overcome the established definition of tourist within the traditional dichotomy (self - Other, home - away etc.). Therefore, the tourist is regarded as a metaphor of both these opposites simultaneously. The tourist experiences are concerned here as psychological phenomenon consists of expectations, perception of tourist events and tourist memory. The main objective of this paper is to explore formation of tourist experiences during specific conditions of long bus tours from Belarus to EU countries, and to reveal the importance of tour leader within this process. Keywords: bus tour, tour leader, tourism, tourist experiences, anthropology of tourism

旅遊業為我國未來產業發展的重點之一，再加上團體套裝旅遊一直是亞洲國家中最普遍及最受觀迎的旅遊型態之一，我國2009年的團體套裝旅遊比例即佔了35.6%。其中，領隊人員可以說是團體套裝旅遊的重要元素，不僅影響著該次旅遊品質的好壞，領隊也可藉由專業的服務取得旅客的信任，而獲得後續帶團的機會；是以，由於我國過去旅行社設立門檻不高，加上領隊掌握一定旅客數，不少領隊帶槍投靠或自立門戶，造成旅行業良莠不齊、競爭激烈。 因此，本研究欲探討現行旅行社對於領隊的管理模式，運用交易成本理論及4C交換成本理論架構，剖析旅行社、領隊與團體旅遊消費者間三方交換之關係，並對於旅行社提出適當的領隊管理建議，期盼能對於旅行產業的市場紊亂情形有所助益。而由於本研究議題過去缺乏學術研究成果且未被有系統的討論，故採用質性研究及深度訪談做為本論文的研究方法。 研究結果得知，透過訪談資料的整理與分析，歸納出兩種現行的領隊管理模式。管理模式1：旅行社著重於處理與消費者間的4C關係，並設法阻礙領隊與消費者間4C關係的建立，使消費者購買團體旅遊產品是出自於旅行社本身，而非領隊；管理模式2：旅行社與領隊共生共榮，在旅行社與消費者的交換關係方面，旅行社著重於產品的外顯單位效益成本；而在旅行社與領隊的交換關係方面，旅行社運用4C的處理得宜，維繫優秀的領隊，鞏固銷售。 本研究以4C交換成本理論，歸納出兩種領隊管理模式，建議後續研究者可針對旅行社背景，探討何種領隊管理模式對其最有利；另外，針對國內網路時代的盛行，有業者引進國外居家旅遊商業模式H.B.T.A.(Home Based Travel Agents)，類似於本研究所提出的管理模式2，後續研究者也可針對此議題進行深入探討。 / Travel industry will be one of the most promising industries in Taiwan; in addition, Group Package Tour is one of the most popular traveling types in Asian countries. In 2009, the percent of Group Package Tour in Taiwan is highly 35.6%. Especially, Tour leader (or tour escort) is the critical element of Group Package Tour.He (or she) can not only influence on the quality of travel, but also can get customers’ trust and the chances of business by professional service. Therefore, because of the low entry barrier of Travel industry and tour leader holding up some customers, lots of tour leaders job-hop or build up their own business. It makes travel industry highly competitive. For this reason, this study wants to use the Transaction Cost Theory and 4C Exchange Cost Theory to discuss current tour leader’s management model, and analyze the exchange relationship among travel agent, tour leader and Group Package Tour customer. Finally, this study wants to propose management recommendations for travel agents. However, this topic was less discussed in the past, so that this study uses qualitative research and in-depth interview as the research method. According to the research result, this study generalizes two kinds of tour leader’s management model. Model 1: Travel agents focus on the 4C relationship with consumers, and manage to hinder the 4C relationship between tour leader and consumer; Model 2: Travel agents cooperate with tour leader. Between travel agent and consumer, travel agents focus on C1. Between travel agent and tour leader, travel agents focus on the 4C relationship for holding up excellent tour leaders. For future research, this study suggests to discuss what travel agent background can benefit from two kinds of tour leader’s management model, or discuss H.B.T.A. (Home Based Travel Agents) deeply.