- 會議論文
以型式分析法探討兩岸三地餐飲業發展之現況－從人力資源管理角度檢視
A Pattern Analysis of the State of Foodservice Industry Development Examining through Human Resource Management among Taiwan, Hong Kong, and China
摘要
餐飲業是勞力密集的服務業，顧客滿意度的達成與服務品質的維繫皆有賴「人」，「人力資源」遂成為影響餐飲業發展的關鍵國素（吳政和、吳菊，1999），其相關的學術研究也益發顯得重要與迫切。檢驗兩岸三地餐飲發表的相關文獻，是一重覆解說的過程（Riley & Love, 1999）。在審視其他學者的研究文獻後，發現其皆認同與其他傳統質性分析方法比較，型式分析（Pattern Analysis）有其特有的優點（Huberman & Miles,1994, Lincoln & Guba,1985, Reason, 1981)，因為社會現象是多面向的，不同面向的認知，將互相貢獻於對複雜社會現象的瞭解。如此分析的方式強調多面現象的連結，社會現象型式的出現是經由一個重覆的過程，且社會現象會隨著時間改變，有其一定的變動性。餐飲業的發展就是人類文化的一個複雜社會現象，故本研究將由兩位研究者以型式分析法（Pattern Analysis）個別檢驗有關兩岸三地餐飲業發展的相關研究文獻，且會彼此分享對文章主題、分析過程、結論建議的見解，並發展一客觀可信的評析，如果每一篇文章皆獲兩位研究者共同一致的看法就會被記錄下來﹔如有不同看法處，此文章將被兩位研究者共同分析，希冀透過嚴謹且有系統的文獻檢視對兩岸三地餐飲業發展的現況整理出具體的脈絡。本文的可信度是由研究者的溝通協調所達成，過去兩位作者在餐飲業上的專業背景與定性研究的經驗，足以說明本研究所有的發現逼真事實的重現（Denzin & Lincoln, 1994）。預期提出整合觀點以詮釋兩岸三地餐飲業的蓬勃發展，利用多元視域的融合關照，發現其背後支撐的社會、文化與經濟等的基礎為何，並對兩岸三地 餐飲業現況，從人力資源管理的改造再定位與創造力的啟動分別提出具體明確的策略建議。
並列摘要
Labor-intensive foodservice industry depends on people to deliver quality service and satisfy customers. Human resource is a key factor to development of foodservice industry. Research related to human resource became more important and urgent in the field of food service. The development of foodservice industry is viewed as complicated phenomena. Hence, a pattern analysis was performed to identify the state of foodservice industry development among Taiwan, Hong Kong and Mainland China. The related literature on foodservice development among those areas was examined by two researchers on topics, analysis, conclusion, and suggestion. The consensus of two researchers was written down. The disagreement was discussed by two researchers to reach a consensus later on. Once the disagreement is hard to solve, a third individual qualified in the study of service industry was included to join the discussion in the hope that consensus on the development of foodservice is finally achieved. This research proposed a holistic picture to reflect the development of foodservice industry based on fusion of horizon. The factor of time and space, the situation of society, culture, and economics were also included to explore the state of foodservice development among Taiwan, Hong Kong and China. At last, the specific strategy on human resource management was recommend to revolutionize the food service management and to initiate the innovation of foodservice industry in the future.