以管理者角度探討餐服人員服務破壞行為

A Study of Dinning Servers Sabotage Behaviors from The Manager Perspective

張旭永(Syu-Yong Chang)

指導教授 ： 孫路弘

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(2011年)

摘要

為達到最高品質服務之要求，管理者為負責現場規劃與管理的重要人物，身負重責大任。近年來多以量化方式進行服務破壞意圖之研究，針對服務破壞實質行為僅有Harris與Ogbonna（2002）和郭懿萱（2010）做深入的探討，受訪對象都以基層人員為主，目前尚未針對管理者來進行服務破壞相關之研究。

本研究利用半結構式訪談法，運用滾雪球抽樣方式，針對國際觀光飯店餐飲部主任級以上主管抽取十個樣本進行深度訪談，了解主管所觀察服務破壞情形，並進行歸納與分析。研究發現五種服務破壞類型：拒絕顧客、干擾顧客、暗示顧客、簡化流程、漠視顧客；戲弄顧客與惡待顧客等破壞行為未於本研究發掘，另外，漠視顧客為本研究新發現之服務破壞行為類型，顯示主管與第一線員工對於服務破壞認知有所不同。最後，本研究依據研究結果提供理論與實務建議。

關鍵字

餐飲業 ； 服務破壞 ； 管理者 ； 餐服人員

並列摘要

The studies deliberating employees’ misbehavior have always been found in the staff of manufacturing sector. Many employees’ misbehaviors cause a disruption in business and economic losses. In 2002, British scholars, Harris and Ogbonna, began to do the research in the causes and consequences of service sabotage. In recent studies, Quantitative methods were used in the studies of the service sabotage’s intention. However, Harris & Ogbonna(2002) and Kuo, I-Hsuan(2010) have only conducted the research on the behavior of frontline service personnel in the food and beverage industry. They didn’t focus on the behavior of managers as in this study.

Snowball sampling was used in this study to collect ten samples along with semi-structured in-depth interviews conducted with managerial staff from food and beverage departments of international hotels. Seventy-one cases of service sabotage were found by using the triangulation technique. Five types of service sabotage behaviors were found: Refusal, disturbance, implication, service processes simplification, and disregard. In comparison to Kuo, I-Hsuan’s research in the food and beverage industry, four of the types of service sabotage behaviors were similar. However, teasing and mistreating customers were not included in the research.

並列關鍵字

Food and Beverage Industry ； Services Sabotage ； Management ； Dinning Servers

參考文獻

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