員工之組織認同與旅館星級評鑑相關性研究

Employee Organization Identification and Hotel Star Rating Related Research

林明政(Ming-Cheng Lin)

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(2013年)

摘要

本研究針對台灣交通部觀光局於2009年2月16日訂定之「星級旅館評鑑作業要點」，根據此要點選擇已參加且經觀光局公告的星級旅館員工為研究對象，以探討旅館員工的組織認同與旅館星級評鑑之相關性。在研究方法上，以質性研究之訪談方法來收集資料，因需要直接參與旅館星級評鑑的員工，才能有較多的感受與認知，而其中以主管的角色最為適當，所以本研究邀請已參加過旅館星級評鑑認證之旅館主管共八位進行訪談，以探討組織認同之「薪資及福利」、「訓練及發展」、「組織氣候」、「人際關係」等構面。本研究發現具有規模之觀光旅館，其組織較能提供福利、訓練、願景等等資源，組織成員對於旅館參加星級評鑑時有較強烈認同與動機，且業者應建立自主管理機制，以維持星級旅館服務品質。建議政府：1.對於目前的評鑑項目能區分共同評鑑項目加上旅館屬性的評鑑項目，員工福利列入評鑑項目，透過政府的監督機制，促使旅館業重視員工福利。2.指派具專業知識人員(非評鑑委員)，進行已受評鑑之旅館以神秘客實地查核方式，每家已受評之旅館，每年至少辦理二次以上，並將實地查核結果納入行政監督報告中，未達應有之星級旅館標準，應該有適當之懲處，如從五星級降為四星級，以警示旅館業者應維持星級旅館應有之服務品質。

關鍵字

組織認同 ； 旅館 ； 星級評鑑制度 ； 訪談法

並列摘要

This research is directed at the Star Hotel Rating Guidelines established by the MOTC Tourism Bureau in February 16, 2009. The research counterparts were the employees of hotels selected based on these guidelines that participated in star ranking announced by the Tourism Bureau to study the correlation between the organization identification of hotel employees and hotel star ratings. With regard to research methods, qualitative research interview methods were used to collect data because the employees that directly participated in the hotel star ranking have more cognition and feeling. Of these, the role of the supervisor is most appropriate. As a result, eight hotel supervisors who participated in the hotel star rating certification were interviewed as part of this research to study the salary & welfare, training and development, organizational climate and personal relations aspects of organization identification. This research found that tourist hotels of scale are able to provide welfare, training and a company vision. Organization members identify more strongly and are more motivated towards the hotel's participation in the star rating. Hotels should establish a self-management system to maintain star hotel service quality. It is recommended the government: 1. Divide the current rating items into joint rating items together with hotel attribute rating items. Also list employee welfare as a rating item so the hotel industry places more emphasis of employee welfare; 2. Assign personnel with professional knowledge (non-rating personnel) to do on-site evaluations as mystery guests of rated hotels. Each rated hotel should be evaluated at least twice per year and the evaluation results should be incorporated into the administrative supervision report. Appropriate disciplinary action should be taken for those who do not meet star hotel standards in order to demonstate to the hotel industry that certain level of service quality must be maintained at star hotels.

並列關鍵字

Organization identification ； hotel ； star rating system ； interview method

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