本研究主要以EFQM卓越模式之核心概念,探索旅館業者現有安康服務與設備之概況,以及其對於未來興建銀髮族安康旅館的規劃及意願。本研究採半結構式深度訪談進行資料蒐集,共計有14家受訪旅館,訪談對象以台灣地區北、中、南、東之國際觀光旅館、觀光旅館、休閒渡假旅館為主。 本研究結果歸納出兩大關鍵構面:(一)「旅館經營概況」,包括領導方針、發展策略、人力資源管理、執行流程、關係資源運用、客源發展、員工的認同、社會責任及關鍵績效衡量指標;(二)「銀髮族安康旅館未來相關規劃」,包括安康服務的提供、安康設備的提供、目標市場不明、開發的隱憂及高度發展意願。 結果發現,旅館業者對於未來銀髮旅遊市場已有高度的認知,且各旅館均具有相當多元的安康服務及設備,並對提供適性化之安康設備與服務抱持正面且肯定的態度。這項研究結果對於未來旅館業者在提供安康服務、設備及開發熟齡市場而言,具有相當的意義。
Based on the results of demand of wellness accommodation services for older adults at the first year, combined with the core concept of the “European Foundation for Quality Management” (EFQM) model, the study was to explore the present situation of wellness hotel services and facilities as well as the planning and willingness of the construction of wellness hotels in the future. Semi-structured interviews were conducted with 14 general managers from the international tourism hotels, tourism hotels, and resorts. The results of this study derived two key constructs: (a) "Hotel Business Profile," including the leadership principles, development strategy, human resource management, implementation process, relationship of resources, customer development, staff identity, and key performance indicators, and (b) "Future Planning of Wellness Hotels for Older Adults," including the provision of wellness services and wellness facilities, uncertain target markets, worries toward development, and highly willingness for development. The study results demonstrated that the hospitality industry has highly recognized the increasing trend of future travel market of older adults and provided diverse wellness services and facilities. The findings of the study may have implications for the hospitality industry in providing wellness services and facilities and targeting the “maturing markets.”