摘 要 目前國內尚無針對平衡計分卡探討高爾夫運動休閒產業之關鍵成功因素之研究,本研究透過調查休閒觀光產業及高爾夫休閒產業對於關鍵成功因素之相關文獻綜合歸納出休閒產業之關鍵成功因素要項,再以中南部個案高爾夫渡假村為例,針對相關管理問題利用平衡記分卡的方法找出個別企業的經營策略及經營績效的關聯性,本研究以質性研究方法用平衡記分卡檢視其經營策略及績效之KSF,研究結果如下: 1、財務構面中的投資循環應列為高爾夫運動休閒產業關鍵成功因素之重要元素之一。 2、企業經營本身的價值活動找出關鍵成功因素分類共276項,其顧客構面佔112項(40.5%)、內部流程構面佔61項(22.1%)、財務構面佔47項(17.1%)、學習與成長佔40項(14.5%),其他類佔16項(5.8%),提供企業參考運用藉以推導更有效的關鍵績效指標並檢視企業的經營績效及提升競爭力。 3、財務構面關鍵成功因素有設施設備、市場因素、經營規模、成本控制及財務管理等四項。 4、顧客構面關鍵成功因素有服務品質、地理區位、景觀設施、價格、品牌形象、服務態度、行銷通路及放鬆舒適等共八項。 5、內部流程構面關鍵成功因素有標準化流程、活動安排、服務創新、產品特色、產品種類。 6、學習與成長構面關鍵成功因素有專業能力、人員培訓、經營領導、資訊服務。 關鍵字:運動休閒產業、平衡計分卡、關鍵成功因素
Abstact Through investigation leisure and tourism industry and golf leisure industry, the research literature on critical success factors summed up the critical success factors of the leisure industry. In this study, a qualitative research method with the balanced scorecard view of its business strategy and performance of the KSF,The results are as follows: 1. Investment cycle in the financial perspective should be included as one of the important element of the critical success factors. 2. Business value to identify critical success factors, business reference to the use of more effective for deriving key performance indicators and review business performance and enhancing competitiveness. 3. Critical success factors of the financial dimension four facilities, market factors, the scale of operation, cost control and financial management. 4. Customer dimensions of critical success factors for quality of service, geographic location, landscape facilities, price, brand image, service attitude, marketing channels and relaxed comfort and so a total of eight. 5. The key success factors of the internal process perspective the standardization process, activity arrangements, service innovation, product features, product types. 6. The key success factors of learning and growth perspective professional competence, training of personnel, business leaders, information services. Keywords: sports and leisure industry, balanced scorecard, key success factors