台灣民宿經營管理人員能力指標建構之研究
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2012
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Abstract
本研究旨在建構台灣民宿經營管理人員所需能力指標，並評定能力指標之相對權重。本研究以觀察訪談民宿業者、德爾菲問卷調查等方法，進行資料蒐集、篩選及確認台灣民宿經營管理人員應具備之能力構面及指標。本研究所建構出的能力指標，可分為知識、技能與態度等三大層面，包括「財務、行銷等管理知識」、「政策與法規知識」、「餐飲、旅館經營及園藝的相關知識」、「企劃與執行能力」、「人際網絡與溝通能力」、「餐飲專業技術能力」、「房務與環境整理能力」、「庶務管理能力」、「在地深耕的能力」、「知識分享與導覽能力」、「不斷學習與創新的熱忱」、「樂觀與開朗的性格」等十二個向度與65個能力指標細目。並透過AHP層級分析法評定各指標之相對權重，結果顯示對民宿經營管理者而言，人格特質、態度與動機之重要性遠高於認知能力和技術能力，且民宿經營上最重要的能力指標是「以顧客需求為優先的服務信念」。最後，根據研究所得之結果，對政府相關單位、民宿經營管理人員及後續研究提陳具體之建議。
This research aims at constructing and weighing the needed competency indicators for Taiwan’s B&B managers. The methods employed in the study are interview, the Delphi Techniques, and the Analytic Hierarchy Process. The competency indicators constructed in this research are placed into three categories: knowledge, ability, and attitude, and 12 subcategories: “Managerial Knowledge in Finance and Marketing,” “Knowledge in Policies and Regulations,” “Related Knowledge in Catering and Hotel Management, and Gardening,” “Competency in Planning and Implementation,” “Competency in Networking andCommunication,” “Competency in Professional Skills in Catering,” “Competency in Housekeeping and Cleaning,” “Competency in Managing General Affairs,” “Competency in Being Deeply Rooted Locally,” “Competency in Knowledge Sharing and Guiding,” and “Enthusiasm in Continuous Learning and Innovation,” “Optimistic and Cheerful Personality,” in which these are further broken down into 65 specific competency indicators. The relative weight of each indicator is evaluated, and the results showed that personality traits, attitude and motives are far more important than cognitive and technical abilities. Among them, the most important one is the “Service Philosophy of Placing Customer Needs First.” Several recommendations are issued to government authorities and B&B managers, and for follow-up studies.
This research aims at constructing and weighing the needed competency indicators for Taiwan’s B&B managers. The methods employed in the study are interview, the Delphi Techniques, and the Analytic Hierarchy Process. The competency indicators constructed in this research are placed into three categories: knowledge, ability, and attitude, and 12 subcategories: “Managerial Knowledge in Finance and Marketing,” “Knowledge in Policies and Regulations,” “Related Knowledge in Catering and Hotel Management, and Gardening,” “Competency in Planning and Implementation,” “Competency in Networking andCommunication,” “Competency in Professional Skills in Catering,” “Competency in Housekeeping and Cleaning,” “Competency in Managing General Affairs,” “Competency in Being Deeply Rooted Locally,” “Competency in Knowledge Sharing and Guiding,” and “Enthusiasm in Continuous Learning and Innovation,” “Optimistic and Cheerful Personality,” in which these are further broken down into 65 specific competency indicators. The relative weight of each indicator is evaluated, and the results showed that personality traits, attitude and motives are far more important than cognitive and technical abilities. Among them, the most important one is the “Service Philosophy of Placing Customer Needs First.” Several recommendations are issued to government authorities and B&B managers, and for follow-up studies.
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Keywords
民宿, 能力, 能力指標, 經營管理人員, 德爾菲法, AHP層級分析法, B&B, Competency, Competency Indicators, Managers, Delphi, AHP（Analytic Hierarchy Process）