高職學校導入餐旅經營理念模式之研究

A Study of Implementing Hospitality Centric Philosophy into Vocational High School

李映萱(Ying-Hsuan Lee)

指導教授 ： 吳武忠

國立高雄餐旅大學/餐旅學院/餐旅管理研究所在職專班/碩士(2012年)

https://doi.org/10.6825/NKUHT.2012.00015

摘要

台灣近幾年來少子化趨勢明顯，全國高中職至2018年(104學年度)有約40所學校招不到學生，許多學校將面臨供過於求的狀況。各私立學校已漸感受到生存與經營上的壓力與窘境，發展出屬於各校特色並做出差異化行銷以區隔市場是必然的趨勢。近年，學者提出餐旅核心經營理念應用至醫院當中，該理念將會發展出餐旅核心服務(Hospitality Centric Programs, HCPr)，並表示餐旅核心服務將可以提升醫院的服務品質並達到餐旅核心卓越服務。然而目前並沒有將餐旅核心經營理念(Hospitality Centric Philosophy, HCP)之名詞與概念應用於私立學校經營管理中。
因此本研究將透過文獻分析法與半結構式深度訪談T校與標竿學校(1)學校行政人員(2)學校教師(3)學校學生(4)學生家長，對於餐旅核心經營理念的認知，並期待建構餐旅核心經營理念導入教育界之模式，將同是服務業的教育界以超越餐旅業(如餐飲業和旅館業)熱情好客的服務，提供學生及家長更優質的服務，創造就學的幸福感，本研究期許能給予T校一些啟發與建議。
本研究發現綜合比較後探討出他們對於學校導入餐旅核心經營理念各項服務之看法，除了學校內部機制之調整外，積極透過設立服務中心及行動櫃檯，配合學生自發性團隊服務精神，將T校師生結合一心，強化與學生及家長的溝通，多辦理家長座談會，了解學生及家長需求；透過學生團隊的社區服務，來提升社區民眾觀感。要預防少子化帶來的高職競爭趨勢，T校應明白自己競爭優勢所在，搭配餐旅經營理念對症下藥，必能有效降低少子化衝擊。

關鍵字

餐旅經營理念 ； 教育 ； 服務品質

並列摘要

In Taiwan, for the past few years people's lifestyles have diversified as seen in the tendency to marry late and toward the increasing number of married couples with no children. Up to 2018, around 40 of the high schools and the vocational schools can be predicted to have no students to recruit. Therefore, many of the schools will be facing a situation of supply greater than demand. To overcome this challenge, a lot of the private schools have characterized themselves with the strategy of market segmentation and product differentiation. In recent years, scholars have proposed Hospitality Centric Programs (HCPr) to hospitals to support HCP for enhancing service quality. So far, however, no HCP has been applied to the operation management of private schools.
Hence, our research study focuses on the perception and feasibility of HCP contributed by the faculty/staff and students of T school, and expects HCP can be practiced in the education sector. With the concept of hospitality, the education sector, a part of service industry, is expectedly able to provide high quality service to students and their parents which brings enjoyment on campus. This study is to present T school enlightenment and recommendation.
To engage in primary research, we have reviewed data through literature analysis and in-depth interviews with the student, parents, staff and faculty of T school and standard school. With the comprehensive comparison of those viewpoints on HCPr, our research has found that the school has to establish campus service center and that all faculty, staff and students work as a team to change the stereotype of private high school/vocational school, in addition to adjusting the internal operation mechanism of the school.

並列關鍵字

Hospitality Centric Philosophy ； Education ； Service Quality

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