服務品質的一致性是連鎖餐飲業的成功要素之一,如何透過教育訓練使員工提供一致性的服務品質已成為連鎖餐飲業者必須面對的挑戰,然而過去文獻甚少探討連鎖餐飲業者的教育訓練議題。因此,本文之研究目的在於探討連鎖餐飲業之教育訓練,深入瞭解教育訓練內容、教育訓練方式及溝通方式之使用。本文以個案分析方法,以國際連鎖速食業者為研究對象,針對該連鎖餐廳員工進行深度訪談。本研究將連鎖餐飲業之員工教育訓練內容歸納出三大主軸:「對組織的認識」、「工作專業知識」以及「實體服務技能」,並且匯整出完整的員工教育訓練在各主軸內所需要進行的項目。此外,本研究亦整理出連鎖餐廳所採用的教育訓練方式。根據個案訪談結果,本研究發現連鎖餐飲業為了因應不同層級的員工所可能面對的問題,會採用不同的教訓練方式,並提供不同的教育訓練內容;連鎖餐飲業為配合不同的教育訓練方式與內容也會採用不同的溝通方式;訓練溝通方式會影響其教育訓練成效,適當的溝通方式可提升員工學習成效。據此,本研究進一步提出相關研究命題。本研究結果可以提供台灣連鎖餐飲業者進行員工教育訓練時之參考,只要有完整的教育訓練模式,配合適當的教育訓練方式及溝通方式,必可提升教育訓練成效。
Consistency of service quality is a key success factor for the chain retaurant industry. To remain consistent in service quality, chain restaurants should provide appropriate training systems for their employees. However, there is is still lack of research about employee training for the chain retaurant industry in the literature. Therefore, the purpose of this study is to investigate the employee training and communication in the chain restaurant industry. This study used the method of case study to make a thorough analysis on the content of employee training, and the utilization of training and communication methods in chain restaurants. An international fast food company was taken as the research subject. The study conducted in-depth interviews with several employees in the company. The training content consists of three major categories: understanding of the organization, working knowledge, and service skills. Several training methods in the restaurant were also summarized in the study. According to in-depth interview results, this study concludes that the training content and training methods used in employee training are related to the employee hierarchy. The utilization of communication methods depends on the training content and training methods. Employee training effectiveness is influenced by the communication methods. Accordingly, some research propositions are proposed in the study. The present results can provide some references for the chain restaurants in designing their employee training systems to increase their effectiveness of employee training.