解说志工制度与志工特性之探讨--以台湾阳明山旅游区为例

本研究的目的是探讨台湾旅游区游客解说服务的经验与制度。研究首先指出解说服务对于旅游区管理的各种功能，介绍正职解说员与解说志工的角色及特性，并整理目前旅游解说志工制度的特色。其次，讨论志愿服务的3个理论，以及志工绩效评估的意义、流程及重要性。再透过实证的量化问卷调查，分析阳明山旅游区解说志工的个人背景、参与特性、环境素养、组织满意度以及带队解说表现情形。研究最后归纳解说志工制度的经验与推展流程，为相关保护区或风景区管理单位提供参考。

A Probe into Volunteer Interpretation System and Traits of Volunteer Interpreters: A Case Study of the Yangmingshan Scenic Spot in Taiwan

The purpose of this study is to explore the experience and syst em of visitor interpretation service of Scenic Spots in Taiwan. The research s tarts with an explanation of the various functions of Interpretation service in Scenic Spot management, introduced the role and characters of staff and voluntee r inter preters, and sorted out the features of the current volunteer interpretation sys tem. It continued with a discussion of the three theories concerning volunteer s ervice as well as the implication, procedure and significance of volunteers' per formance assessment. It then analyzed the personal profile, participative traits , external attainments, organizational satisfaction and interpretation performan ce of the volunteer interpreters at the Yangmingshan Scenic Spot in Taiwan. The research ended with a conclusion of the experience and promoting procedure of volunteer interpretation system so as to provide the administrative units of protected areas and scenic areas with useful references.