旅館櫃檯接待人員服務破壞行為

Research of Hotel Front Desk Service Sabotage

王湘嵐(Hsiang-Lan Wang)

指導教授 ： 孫路弘

國立高雄餐旅大學/餐旅學院/餐旅管理研究所/碩士(2014年)

摘要

服務破壞乃指員工在服務傳遞的過程中對顧客故意進行不當的行為。相關研究證實服務破壞的現象普遍存在於餐旅業，且對企業產生極大的負面影響。櫃檯代表著旅館的門面，是顧客住宿體驗中重要的接觸點，接待人員則掌握著服務的關鍵時刻。為避免接待人員在服務過程中蓄意對顧客進行不當的行為，必須了解櫃檯服務破壞行為類型及發生的原因。

　　本研究採用焦點團體訪談法探究旅館櫃檯之服務破壞現象。研究共分為六組共23位櫃檯第一線員工，結果顯示櫃檯服務破壞行為可分為「簡化流程」、「漠視顧客」、「拒絕顧客」、「干擾顧客」、「暗示顧客」、「惡待顧客」、「愚弄顧客」、「欺騙顧客」及「占顧客便宜」等九種類型。服務破壞行為產生的原因除了「組織因素」與「個人因素」外，也有部分是由報復惡質顧客所形成。

關鍵字

旅館櫃檯 ； 服務破壞 ； 旅館星級評鑑

並列摘要

Service sabotage is defined as behaviors by organization members, which are intentionally designed to negatively affect serviced. Employees of the hospitality industry had admitted in multiple instances that service sabotage, is an everyday occurrence in their organizations. In order to fully understand the situation, it is crucial to investigate the types and reasons behind deliberate employee misbehaviors in the hospitality industry. More specifically, the study investigated the behaviors of hotel front desk staff members.

　　This research had adopted the technique of focus groups interviews, and was tasked to research the behaviors and motives of these front desk staff members. Four groups of hotel employees, a total of twenty-three informants, were interviewed. Nine distinct types of hotel front desk service sabotage were recognized. These behaviors fall under the simplification, disregard, categories of refusal, disturbance implication, teasing, mistreatment, deceive and taking advantage of customers and firms. In order to maintain high service quality, it is important to understand the circumstances under which these employees would deem these behaviors necessary. This study had found that organizational, personal reasons and misbehaved customers were the major factors to cause service sabotage behaviors.

並列關鍵字

Hotel Front Desk ； Service Sabotage ； Hotel Star Evaluation

參考文獻

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