客觀結構式臨床測驗檢核表之初探研究－以旅館客務部為例

Initial Study based on Objective Structured Clinical Examination Checklist - Example of Hospitality Management Front Office

陳貞綉(Chen-Hsiu Chen)

《觀光與休閒管理期刊》 6卷2期 (2018/12) Pp. 98-111

https://doi.org/10.6510/JTLM.201812_6(2).0009

摘要

本研究目的以先驅測試的方式，以旅館客務部櫃檯為例，建置客觀結構式臨床測驗評量項目與標準。本研究以Leigh等人(2007)提出的「效度」、「測量實務的考量」及「與實務工作的貼近性」三項評鑑指標來評估旅館客務部之OSCE。研究發現旅館客務部之專家效度（包含內容效度指標及量表內容效度指標）介於0.92~1之間，顯示專家之高度認同。在測量實務的考量上以多面向專業能力測量來評量考生的學習成效，並藉由定義詳細的評分標準來提高考試的客觀及公平性。在針對OSCE實務工作貼近性的考量，則邀請旅館產業資深櫃檯工作者進行焦點團體訪談，確認旅館客務部專業能力，以及規劃個案對於真實職場之實用性。本研究透過多元評鑑指標考量及教案開發程序，最後發展出「訂房作業」、「住房登記」及「退房作業」三案客觀結構式臨床測驗檢核表。

關鍵字

客觀結構式臨床測驗 ； 檢核表 ； 客務部

並列摘要

The purpose of this study is to pioneer the way of test, with the hotel front office - front desk as an example to build its Objective Structured Clinical Examination assessment projects and standards. This study was proposed by Leigh et al. (2007), to evaluate the OSCE in hotel front office by using the three elements ＂Validity＂, ＂Consideration in measurement practice＂ and ＂Closeness to practical work＂. The investigation found that the expert validity (including the item-content validity index and content validity index for scales) of the hotel front office, the rate is between 0.92 and 1, showing that among of experts recognized this agreement. In the practical examination, are to considerate the candidate's effective learning, to test multiple profession ability, and the result can be defining a detailed records to improve the objective and fair examination. In consideration for the practical work towards the closeness of OSCE, the senior hoteliers in the hotel industry were asked to conduct a group interviews. To confirmed the professional abilities of hotel front office and to plan the practicality of the case for the real workplace. In this investigation, through the assessment of multiple indicators and the development of lesson plans, we finally developed an objective structure-based clinical test checklist on three elements, ＂Booking Process＂, ＂Check-In Process＂ and ＂Check-Out Process＂.

並列關鍵字

Objective Structured Clinical Examination ； Checklist ； Front Office