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題名:國際觀光旅館從業人員對高齡者態度、服務高齡者意願與職涯發展關係之研究
作者:保里乃玲
校院名稱:國立高雄師範大學
系所名稱:成人教育研究所
指導教授:王政彥
學位類別:博士
出版日期:2011
主題關鍵詞:對高齡者態度服務高齡者意願職涯發展attitudes towards elderlywillingness to serve elderlycareer development
原始連結:連回原系統網址new window
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本研究旨在探討國際觀光旅館從業人員對高齡者態度、服務高齡者意願與職涯發展之關係,研究目的主要聚焦於:(一)瞭解國際觀光旅館從業人員對高齡者態度、服務高齡者意願與職涯發展之現況;(二)探討不同背景變項之國際觀光旅館從業人員在對高齡者態度和服務高齡者意願之差異情形;(三)探析國際觀光旅館從業人員對高齡者態度、服務高齡者意願與職涯發展之相關性;(四)瞭解不同背景變項之國際觀光旅館從業人員對高齡者態度及服務高齡者意願之預測力;(五)探析對高齡者態度與服務高齡者意願對職涯發展之預測力。
為達上述研究目的,本研究採取問卷調查法,以「國際觀光旅館從業人員對高齡者態度、服務高齡者意願與職涯發展調查問卷」為研究工具,以立意抽樣與分層隨機抽樣方式,抽取29間國際觀光旅館、共1315位從業人員為樣本,回收有效問卷78.33%。採取描述統計、t考驗、單因子變異數分析、皮爾森積差相關分析、典型相關分析、逐步多元迴歸等統計方法,進行資料分析與考驗研究假設。
本研究之結論有:
一、國際觀光旅館從業人員對高齡者態度、服務高齡者意願與職涯發展的實際情況良好。
二、不同同背景變項之國際觀光旅館從業人員在對高齡者態度、服務高齡者意願與職涯發展彼此相關,且相互影響。
三、國際觀光旅館從業人員之對高齡者態度、服務高齡者意願對職涯發展具有預測力。
本研究依據研究結論提出具體建議,以供參考,主要項目包括:(一)對國際觀光旅館從業人員:應以身為旅館人為榮,堅持個人對服務高齡者意願,使用各項學習資源,使服務高齡能力成為個人魅力;宜以同事間情誼做為相互邀約參與各項研究進修活動之利器,以情感為聯繫之繩,相互提升個人在專業服務的能力與職涯發展;服務於休閒渡假型之國際觀光旅館從業人員應加強對高齡者態度之表現與服務高齡者意願之行為;任職於後場行政人員應視自身如第一線服務人員,提升自我服務能力。(二)對國際觀光旅館:宜重視高齡顧客,迎接高齡社會的來臨;新進員工與在職教育訓練中增加高齡相關的課程,促進國際觀光旅館從業人員的專業發展;鼓勵員工參與高齡相關研習、觀摩與教育訓練,並建立表揚辦法,積極促進國際觀光旅館從業人員對高齡者認知與投入高齡服務行列;人力資源部門宜聘請高齡服務相關領域之專業人才,協助各部門在高齡服務相關事務之推動;發起資深員工聯誼活動以表彰典範,活躍同業間非正式社交網絡以利經驗傳承;發起資深員工聯誼活動以表彰典範,活躍同業間非正式社交網絡以利經驗傳承;珍惜較低教育程度、低年資以及一般級別之從業人員對產業與高齡服務之熱誠與初衷,積極鼓勵並協助參與各項學習活動以降低員工流失;重新審視從業人員的福利,重視高離職率,重新調整我國餐旅業形象。(三)對餐旅養成教育機構建議:加速培育具有高齡服務相關的專業人才,以因應高齡人口激增;鼓勵大專院校餐旅學群開設高齡服務相關課程,以培育高齡服務專業人才。
The study aims to examine the current status of attitudes toward elderly, willingness to serve elderly and career development among international hotel employees in Taiwan, as well as to further discuss the correlation among the three. The purposes of this study are to uncover the current status, the correlation among, and the predictability of in the three assigned factors: attitudes towards elderly, willingness to serve elderly and career development. Questions raised in this study are as follows: (a) What are the current status of attitudes towards elderly, willingness to serve elderly, and career development of international tourist hotel employees’ in Taiwan? (b) Are there any differences and correlations in attitudes toward elderly, willingness to serve elderly, and career development when taking gender, age, educational background, work experiences in hospitality industry, and living with seniors into consideration? (c) Could attitudes toward elderly, willingness to serve elderly, and career development predict each other?
Questionnaire survey was carried out among 29 international tourist hotels in Taiwan with 1315 employees’ (12% of total employees in international tourist hotels) conducted. The hypotheses were tested by using descriptive statistics, t-test, one-way ANOVA, Persons correlation analysis, canonical correlation analysis, and stepwise multiple regression.
The findings of this study are as followed:
1. Attitudes towards elderly, willingness to serve elderly, and career development of international tourist hotels employees’ appeared middle-upper level.
2. Personal background information, attitudes towards elderly, willingness to serve elderly, and career development are correlated to each other in this study.
3. Career development can be predicted by attitudes towards elderly and willingness to serve elderly from International tourist hotels employees’ in Taiwan.
Implications for international tourist hotels and its employees’, as well as educational organizations were discussed.
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