- 學位論文
以模糊理論建構餐飲服務員能力指標之研究
Using fuzzy theory to construct the index for attendants of catering industry
摘要
顧客滿意度是服務業相當重視的議題之一，餐飲業者應透過E化的服務流程及設備優先改善服務品質中影響顧客滿意度最高的「可靠性」，除繼續維持現有服務水準之外，更須定期掌握民眾的消費習慣與市場趨勢。本研究旨在建構餐飲服務員專業能力指標，為達研究目的，首先依據文獻來探討餐飲服務員專業能力之相關研究，經由分析綜合歸納得知餐飲服務員能力之內涵，並據以發展為餐飲服務員專業能力指標概念。其次，透過模糊德懷術專家之意見修正與解釋，建構出餐飲服務員專業能力指標。最後提出具體建議，供餐飲服務員與技職院校培育機構參考。以教育單位而言，能力指標系統必須與學習評鑑結合，而首要確認的是評鑑的目的「不在證明，而在改進」，透過評鑑的實施檢討指標的適切性(fitness)。而在評鑑的過程中應合乎科學化、民主化的過程，兼顧歷程與結果，形成性與總結性評鑑並重，以及評鑑後的追蹤改進。 根據研究結果與分析，得到以下結論： 一、本研究確立餐飲服務員專業能力指標為兩大向度，分別是基本 能力及專業能力。 二、在基本能力之向度下，其主指標分別為「基礎學術能力」、「自我管理能力」、「團隊生活能力」。 三、在專業能力之向度下，其主指標分別為「專業知能與技能」、「專長能力」、「職場能力」、「餐飲禮節」。 依據此研究結論，希望能對餐飲教育行政機關、餐飲師資培育機構、餐飲系教師及未來的研究者建議。
並列摘要
Customer satisfaction is one of the serious issues of good services. Food industry should give priority to improving the quality of service in the highest impact on customer satisfaction and "Reliability" by E service processes and equipment, In addition to continuing to maintain existing service levels, it is more important to grasp market trends and consumer habits of people periodically. This study aims to construct a professional catering staff competence indicators. Firstly, based on the literature to explore the catering staff expertise, research expertise of the catering staff. Using Comprehensive analysis to know the of the connotation of catering staff ability . And according to the above induction to develop the index concept of professional competence for the restaurant waiter . Secondly, Correction and interpretation through fuzzy expert opinion of the Delphi Technique, will afford assistance to construct a catering waiter professional competence indicator. Finally, this research will give specific recommendations, as reference for catering staff and technical and vocational institutions. As for education units, Ability index system must be combined with learning evaluation. The primary purpose of evaluation is to confirm "in improving not proven ", and through the implementation of evaluation to make sure the (fitness) of indicators. In the evaluation process it should be in line with scientific and democratic process, put emphasis on process and results, as well as on formative and summative evaluation. Besides,keep tracking improvements after evaluation is important , too. Based on the findings and analysis, the conclusions as follows: First, this study established professional catering staff competence indicators into two dimensions, namely, basic skills and professional competence. Second, in the dimensions of the basic capabilities , its main targets are "the basis of academic ability," "self-management", "team life skills." Third, in the dimensions of professional competence, the main indicators are "professional knowledge and skills", "niche capabilities", "workplace capability", "dining etiquette." Based on this conclusion, I hope to be able to recommend some suggestions to restaurants educational authorities, teacher training institutions catering, catering and future faculty researchers.