餐廳防疫服務風險評估之研究：整合顧客與專家的觀點

A Study on Risk Assessment of Restaurant Epidemic Prevention Services: Integrating the Perspectives of Customers and Experts

張雅媛(Ya-Yuan Chang) ； 鄭青展(Ching-Chan Cheng)

《觀光休閒學報》 28卷3期 (2022/12) Pp. 313-350

https://doi.org/10.6267/JTLS.202212_28(3).0002

摘要

在COVID-19疫情期間，餐廳顧客與服務人員染疫的事件頻傳，可見在餐廳服務過程中具有高度的染疫風險與安全疑慮。因此餐廳防疫服務失誤風險評估將是重要任務。餐廳防疫服務除了須重視顧客意見外，更涉及衛生與安全之專業問題。故本研究欲整合專家與顧客觀點提出一個風險評估模式來評估餐廳防疫服務失誤的風險。本研究蒐集457份顧客問卷與15份專家問卷進行資料分析。研究結果顯示，空氣流通或濾淨、公共區域的消毒與清潔、服務人員的穿戴符合防疫規定、餐點傳送過程具防止污染設施及食材檢驗是服務失誤風險較高的項目。最後，此研究結果期望能在疫情期間提供給餐廳業者預防與管控服務過程中的風險因素，以確保顧客與服務人員能有安全的用餐與工作環境。

關鍵字

餐廳防疫 ； 風險評估 ； 服務失誤

並列摘要

During the COVID-19 outbreak, incidents of restaurant customers and service personnel contracting the pneumonia virus are not uncommon, indicating a high risk of infection and safety concerns during restaurant service. Therefore, service failure risk assessment of restaurant epidemic prevention is an important task. However, in addition to paying attention to customer opinions, restaurant epidemic prevention services also involve professional issues, such as hygiene and safety. This study aims to integrate the opinions of experts and customers, and propose a risk assessment model to measure the service failure risk of restaurant epidemic prevention. The study collected 457 customer questionnaires and 15 expert questionnaires for data analysis. The research results show that air circulation or filtration, disinfection and cleaning of public areas, service personnel wear conforming to epidemic prevention regulations, facilities to prevent contamination during meal delivery, and food inspection are items with higher service failure risks. Finally, this study expects that the findings can provide a reference for restaurant operators to prevent and control the risk factors in the service process during the epidemic, so as to ensure that customers and service personnel have a safe dining and working environment.

並列關鍵字

restaurant epidemic prevention ； risk assessment ； service failure

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