- 學位論文
精進珠寶業服務品質課程實務之無縫接軌
The Courses of Chinkless-Teaching Concept (CTC) that Enhance the Service Quality of Jewelry Industry
摘要
珠寶精品的經營績效與門市人員之教育訓練是否成功息息相關。因此業者需要知道員工之教育訓練課程中，哪些知識與技能是較重要的。而教學單位應該規劃設計哪些課程，才能有效的使專業需求與課程設計能夠密切的配合，此即本研究所欲探討的主要目的。 依據業界之期望及配合本研究所發展的「專家權重法」，篩選出最重要之專業知識與技能。並邀請授課之學者提供課程名稱，再以資料包絡分析法中的CCR效率評估模式，針對業界的需求評估出最需優先之課程。研究結果得出學界專家，針對專業需求的重要性，以「人際關係」、「行銷策略」評估最重要，此一結果與業界所期望最重要之專業需求，「服務訓練」與「銷售技巧」也是一致。本研究之「無縫接軌課程概念」，能將業者的經驗、需求與學界教授課程之間，達成了最密切的接合。以期能夠提供給珠寶業者及教學單位作為課程規劃之最佳依據。
並列摘要
The performance of jewelry boutiques is closely connected to the effectiveness of staff training; therefore, jewelry boutique owners must be aware of what knowledge and skills are critical for the employees to learn in their training. This study explored the types of courses should that teaching units should design and plan to ensure close and effective coordination between identifying professional needs and designing courses. The most critical knowledge and skills for jewelry boutique staff were select-ed according to industry expectations and by using a proposed of expert weighting method. In addition to inviting course instructors to provide the names of relevant course, the Charnes, Cooper, and Rhodes efficiency evaluation model for data envelopment analysis was employed to evaluate high-priority courses according to industry needs. The results indicate that interpersonal relationships and marketing strategies are the most critical courses. This result is consistent with industry expectations, in which service training and sales skills were regarded as the most crucial. In this study, courses designed based on the Chinkless-teaching Concept were tightly integrated with the experiences and needs of jewelry boutique owners and university courses. The courses are expected to provide a valuable reference for the jewelry industry and teaching units planning courses. Further, The Equivalence Relationship of Two Common Weights Models in Date Envelopment Analysis is developed.