在體驗經濟時代中，吸引顧客的不再只是實體的商品或無形的服務，更是一種難忘的消費體驗，人員解說則是增進遊客體驗最有效且最有影響力的一種解說類型。本研究藉由過去文獻的探討與整理，從解說人員的角度，深入探討解說人員特質、解說呈現、解說人員屬性及遊客屬性對遊憩體驗要素之影響。本研究採用問卷調查，受訪對象包含懷舊古蹟、藝文展覽、自然生態、民俗技藝、觀光名勝及其他等六大類，共計二十五個單位之解說人員。發出問卷433份，回收有效問卷計244份。實證結果發現： 一、在解說人員特質構面中，五大特質對五項遊客體驗要素均具有顯著的影響性。 二、在解說呈現構面中，解說內容、解說技巧及解說表現等三個次構面對五項遊客體驗要素具有顯著的影響性，解說方式則不具有顯著的影響性。 三、在解說人員屬性構面中，遊客驚奇和學習體驗要素在解說人員之年齡上具有顯著性的差異，而遊客參與體驗要素在解說人員之教育程度上也具有顯著性的差異。五項遊客體驗要素在解說人員資歷上均具有顯著性的差異。 四、在遊客屬性構面中，遊客之個性偏向、年齡層、參與解說方式、遊客團體及國籍在五項遊客體驗要素上均不具有顯著的差異。 綜合研究結果提出建議如下：管理機構在解說人員的招募與培訓等相關管理實務方面多培訓「均衡卓越型」和「高效能解說呈現型」之解說人員，將能有助於改善國內人員解說之服務品質。 In the experience economy era, the attraction to customers is not only physical goods or invisible service but also an unforgettable consumption experience. Personal service of interpreter is the most effective and influential interpretation type to promote tourist’s recreational experience. By literature review, this research explores interpreter''s characteristics, interpretation presentations, interpreter’s properties, tourist’s properties, and their effects on the recreational experience facts.This research uses a questionnaire surveying many kinds of interpreters distributed from twenty-five sites about historic spots, art exhibitions, natural ecology, folk crafts, tourist sites, and miscellanea. The effective sample size is 244 from 433 interpreters.This research finding is as following: 1. The interpreter’s characteristics have significant effects on tourist’s experience. 2. The interpretation presentations have significant effects on tourist’s experience but have no significant effects on interpretation styles. 3. The tourist’s factors of surprise and learning experience are significant different on interpreter’s age. The tourist’s participation experience also is significant differences on the educational levels of interpreters. The five factors of tourist’s experience are significant differences on interpreter’s seniority. 4. The tourist’s properties have no significant differences on the factors of tourist’s experience. This research provides suggestions to the administrative organizations as following: on the aspects of administrative affairs, we can raise and cultivate interpreters who are generally excellent and high efficiency. And it is helpful to improve interpreters’ service quality in Taiwan.
