本研究旨在探索一位優秀的導遊人員所需具備之專業職能，以發展其特有的職能模式，並探討其專業職能、外向性與工作績效間的關係。本研究結合深度訪談法及內容分析法，共訪談八位具有五年以上年資的專業導遊人員，並從訪談資料中選取出重要的語幹(theme)，結果共選取了240個語幹並從中萃取出25項專業職能項目，並依此設計相關問項，以問卷調查法探討其專業職能、外向性與工作績效間的關聯性，共計發放問卷420份，回收有效問卷235份。實證結果發現，導遊人員專業職能模型包括「專業知識」、「專業技能」與「專業態度」等三個職能構面；且各專業職能構面對其工作績效皆具有高度之關聯性與良好之解釋力；此外，外向性會強化其專業知識及專業態度與工作績效之間的正向關係，但會弱化其專業技能與工作績效之間的正向關係。研究結果可供旅行社組織在導遊人員的選、用、育、晉、留等人力資源管理策略上的參考基礎。最後，討論本研究的研究限制、管理意涵及未來研究方向。

This research had two objectives: to develop a competence model of an excellent tour guide and to test the moderating effect of a tour guide’s extraversion on the relationship between professional competence and performance. The study combines with qualitative and quantitative methodology and reports responses of 8 professional tour guides who have 5
years or longer in Taiwan. After in-depth interviews, we select 240 themes and extract out 25 professional competences. Data of quantitative analysis were collected on a structured questionnaire containing standard scales of extraversion, professional competence and performance. After establishing the psychometric properties of the scales, hypotheses were
tested through statistical analysis of the data. The data was collected from 235 tour guides in Taiwan. Results indicated that the professional competence model includes three dimensions:professional knowledge, skill and attitude. Further, extraversion will moderate the relationship
between professional knowledge and attitude and performance, such that the higher a tour guide’s extraversion, the stronger the effect of professional knowledge and attitude on the performance. However, the relationship between professional skill and performance is smaller
for high-extraversion individuals than for low- extraversion individuals. Implications for theory and practice are discussed.