餐飲連鎖店店長工作職能之研究

Study of Chain Store of Restaurant the Manager Competence

徐瀚爵(Han-Chung Hsu)

指導教授 ： 張鐵軍

朝陽科技大學/管理學院/企業管理系/碩士(2010年)

摘要

摘 要
本研究旨在建構連鎖餐飲店店長工作職能架構，並探究餐飲業界與學術界對於店長工作職能要素之重視程度。本研究經彙整相關文獻，並以專家訪談來制定問卷，對餐飲界中高階主管及學術單位學者發出30 份問卷，並獲得20 份有效問卷。
本研究確立出連鎖店店長之工作職能架構，第一層4 個評估準則為專業知識、能力、技能、個人特質，第二層共有11 個評估準則，第三層共有38 個評估準則。經以AHP 分析後，本研究主要結果如下：
一、 第一層評估準則權重排序
(一) 業界主管權重排序為：個人特質、能力、技能、專業知識。
(二) 學者權重排序為：個人特質、能力、專業知識、技能。
二、 第二層評估準則權重排序
(一) 業界主管排序前三名為：管理能力、勤勉謹慎性、組織領導能力。
(二) 學者排序前三名為：情緒穩定性、親和性、大廳運作。
三、 第三層評估準則權重排序
(一) 業界主管排序前五名為：危機處理能力、抗壓性、傾聽技能、責任
感、溝通能力。
(二) 學者排序前五名為：情緒控制、抗壓性、熱忱、責任感、學習力。
從分析結果可發現，業界主管與學者所重視的要素，仍存有些許差異。就業界而言，應與學術單位合作開設相關課程，透過與學術單位的合作，合力培訓餐飲主管應具備工作職能或再加強能力，也可讓業界發掘校園人才的機會；就學者而言，可於課程上培訓業界實務上所重視的要素，且近年來，業界與學界已有許多交流之管道，可透過產學合作、建教合作等機會，讓餐飲類學生多接觸實務經驗，將有效增進其市場就業力。

關鍵字

職能 ； 層級分析法

並列摘要

This paper aims at constructing the competency of chain store of restaurant the manager in food and beverage industry and discussing its importance to the industry and academia. After compiling the related literature, the questionnaire of this study is designed by means of expert interview, focusing on 30 executives in the industry and scholars, and hence 20 effective questionnaires is obtained.
The construction of the competency of chain store of restaurant the manager in food & beverage industry is completed—there are 4 criteria for the first level (professional knowledge, abilities, skills and personality), and 11 and 38 criteria for the second and the third level respectively. The following is the result of AHP:
(1) The priority of criteria of the first level:
Executives: personality, abilities, skills, professional knowledge.
Academic: personality, abilities, professional knowledge, skills.
(2) The top 3 criteria of the second level:
Executives: management, conscientiousness, organizational leadership skills.
Academic: neuroticism, agreeableness, hall operation.
(3) The top 5 criteria of the third level:
Executives: crisis management, pressure management, capability of a listener, responsibility, communicational skills.
Academic: emotion control, pressure management, enthusiasm, responsibility, learning capability.
The analysis results can be found, executives and academics are important elements, still slightly different. For executives, Should be cooperation with academic units set up relevant courses, through with academic institutions cooperation, to train executives to have the ability or strengthen, also allow the industry to excavate school talent''s opportunities. For academic, in the curriculum teach important factor in excavate, through industry cooperation, cooperative education and other opportunities to practice class dining experience for students, will effectively enhance the employability of its market.

並列關鍵字

Competency ； Analytic Hierarchy Process (AHP)

參考文獻

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