店經理核心職能與工作績效之相關性研究—以某連鎖咖啡店為例

The relationship of the core-competence and job performance in chain coffee store manager

杜孟哲(Meng-Che Tu)

指導教授 ： 吳武忠

國立高雄餐旅大學/餐旅學院/餐旅管理研究所在職專班/碩士(2012年)

摘要

隨著國內消費者飲食習慣的改變以及多家餐飲企業的積極投入，台灣的連鎖咖啡產業進入了前所未有的激烈競爭。在連鎖分店越開越多的情況下，店經理這個角色對於公司發展佔了相當大的影響，表現符合公司期望以及優異的店經理越多，當然對該企業的分店業績貢獻越多並提升分店的整體競爭力。
本研究探討的個案公司於2009年對於店經理導入了「核心職能」的專案，目的在於提升店經理在工作崗位上的展現及績效。本研究目的為:1.瞭解核心職能導入後對店經理工作績效的影響。2. 探討店經理對目前核心職能內容的想法。3.尋找是否有其他的職能遺漏未被列入的提供公司作為參考。本研究採用質性研究中深度訪談法的半結構式訪談法，訪談對象以在核心職能專案導入前便已擔任店經理職務滿一年以上並且為公司內部教育訓練講師的資深店經理們作為訪談對象，並且為了瞭解在工作績效的差異，加入了資深區經理的訪談。
結果發現，店經理對於核心職能都相當的認同並認為此專案的導入提升了工作的效率及績效，其次店經理們認為核心職能導入最大的好處在於內部的溝通以及凝聚工作模式的共識；最後店經理們認為人才培育以及自主管理也應該納入在店經理的核心職能當中。

關鍵字

店經理 ； 核心職能 ； 工作績效 ； 連鎖咖啡店

並列摘要

With the change of consumer’s eating habits as well as the participation from a number of catering enterprises, the chain-coffee store in Taiwan has entered an unprecedented competition. Under the circumstance of opening more and more branches, the store managers play an important role in the development of a company. The more store managers meet the company's expectations, the more sales contribute to the branch of the enterprise and enhance the whole competitiveness of the branch.
In this study, the case company imported the project of “core competence” for the store managers in 2009. The purpose of this project was to enhance the performance of the store managers in the workplace. The purpose of this study: (1) To understand the influence of the job performance of the store managers after importing the core competence.
(2) To explore the idea of the store managers to the core competence.
(3) To find out whether there is other competence was not included in the company as a reference. We adopted the semi-structured interview of depth interviews in qualitative research in this study. The interviewees were who have been the store managers at least one year before importing core competence and also worked as internal training lecturer; besides in order to understand the difference of the job performance after importing the core competence, we also interview three senior district managers .
The result showed that the store managers all agreed and thought this project has enhanced the efficiency of shop performance. In addition, the store managers believed that the greatest benefit of the import the core competence is the internal communication and gathering consensus of the working mode. At last, store managers thought that human resource development and the store manager’s self-management should also be incorporated in the core competence.

並列關鍵字

Store manager ； Core competence ； Job performance ； Chain coffee store

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