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E98013
3
016
國際觀光旅館專業管家服務效益影響因素之探討
The influence on Professional Butler Services among International Tourist Hotels
1.陳文蓉
1.Wen-jung Chen
1.德霖技術學院餐旅管理系
1.Department of Hospitality Management, De Lin Institute of Technology
001,002,003,004
1.德霖技術學院餐旅管理系
1.Department of Hospitality Management, De Lin Institute of Technology
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2009-08-01
A.14 計畫執行期間(訖):2010-07-31
2010-02-012010-06-30
A.16 收到日期:2010-10-25
2
國內之國際觀光旅館中從事管家服務或支援管家之員工

1

150


150
001,003,004
01
C.2 聯絡日期:2010-10-26
2
1.德霖技術學院餐旅管理系
1.Department of Hospitality Management, De Lin Institute of Technology
1
自計畫結束執行結束日期起3年後公開

C.7 資料公開日期:2013-08-01
2
008
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1
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3
001
1,2
1.人格特質
2.內部服務品質
3.旅館管家
4.組織化
5.領導型態
1.Hotel\'s Butler
2.Internal Service Quality
3.Leadership
4.Organizational Culture
5.Personality Traits
 國內目前國際觀光旅館雖然發展迅速,各項設施亦達國際水準,且消費者對於旅館之軟硬體服務與設施要求嚴格之情況下,對於有利於旅館形象與競爭力之強調精 緻、高品質與獨特客製化的專業管家服務之概念卻缺乏探討。學者認為良好的內部服務才能有助於服務外部的顧客,本研究認為旅館管家服務是一種透過團隊合作提 供多元化服務的專業工作,專業管家間的支援與合作是提高服務旅客品質的重要因素,然而,尚未有研究將內部服務品質的概念應用在旅館管家領域上。本研究之目 的是期望透過文獻探討、與旅館專業管家的訪談中發展國際觀光旅館管家之內部服務品質構面,以及建構旅館管家內部服務品質之影響模式。透過與國內8家提供管 家服務之國際觀光旅館的管家服務人員進行問卷調查,發現組織文化、領導型態與人格特質對旅館管家內部服務品質之影響關係。本研究結果期望能對國內的國際觀 光旅館在遴選與培育專業管家服務人員以及設置專業管家服務之規劃與發展上以及未來探討旅館管家相關議題之研究提供實務與理論的助益。

 Although the development of international tourist hotels in Taiwan is quick currently, various facilities also attain international level, and the customers’ requests for service and facilities are strict, few studies discusses the concept of professional butler service that favor for hotel’s image and competition ability. According to good internal service can contribute to the service provided to outside customers, this research thinks that the butler service of hotel is a kind of professional work that provides diversified service through the team cooperation, and support and cooperation provided by butlers are important factors favor for service quality, however, haven’t had a research applied the concept of internal service quality on the area of hotel’s butler service. This study aims to develop the factor of internal service quality of hotel’s butlers, construct the influence model of internal service quality of hotel’s butlers through literature discuss and interview with professional butlers employed by hotels, and examine the relationship among organizational culture, leadership, personality traits, and internal service quality through survey. We hope to provide suggests about selecting and developing hotel’s butlers, and planning of butler’s service. A recommendation of the theoretical implication will be presented.

D.16 完成檢誤日期:2012-07-06
D.17 預定釋出日期:2013-08-01
D.18 初次釋出日期:2013-08-01
D.19_1 最新版釋出日期:2013-08-01
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10.6141/TW-SRDA-E98013-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E98013
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