旅館業總經理專業能力之分析研究__臺灣人文及社會科學引文索引資料庫

:::

詳目顯示

第 1 筆 / 總合 1 筆

/1頁

論文基本資料
摘要
外文摘要
參考文獻

題名：	旅館業總經理專業能力之分析研究
作者：	何宣萱
作者(外文)：	Ho, Hsuan-Hsuan
校院名稱：	國立臺灣師範大學
系所名稱：	人類發展與家庭學系
指導教授：	洪久賢
學位類別：	博士
出版日期：	2010
主題關鍵詞：	專業能力；旅館業；總經理；模糊德爾菲法；DANP分析法；competency；hotel industry；General Manager；Fuzzy Delphi method；DANP analysis (DEMATEL base on ANP)
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(2) 博士論文(3) 專書(0) 專書論文(0) 排除自我引用:2 共同引用:0 點閱:43

專業能力之概念早已廣泛應用在人力資源管理實務上(Boyatzis, 1982; Spencer &; Spencer, 1993)。建立管理者專業能力模式(competency model)用來評量管理者或未來領導者人是否具備成功關鍵的專業能力，也成為企業及國際連鎖旅館之趨勢(Chung-Herrera et al., 2003; O’Fallon &; Rutherford, 2010)。領導者的專業能力及績效表現將決定企業的成敗(Drucker, 1989)，有鑑於領導者專業能力之重要性，本研究以國內旅館業總經理為研究對象進行旅館業總經理專業能力之分析研究，主要研究目的為發展旅館業總經理應具備之專業能力模式，分析評估各專業能力因素間之影響關係及重要性。
在研究設計上採取質化研究及量化研究並行，分為三個階段實施，包括：以質化研究的文件分析、文獻回顧及深度訪談法，發展旅館業總經理專業能力概念架構；以模糊德爾菲法進行專家問卷調查，以篩選及確認旅館業總經理應具備之專業能力構面及指標。再運用多準則決策之DANP分析法來評估本研究發展之模式，瞭解旅館業總經理各專業能力構面及準則之間的動態影響關係及重要程度。
本研究結果發展出一套「旅館業總經理專業能力模式」，包括五大專業能力構面及20項專業能力準則：
一、策略與概念性能力：包括願景、分析能力、策略管理能力、執行能力、問題解決能力、危機處理等5項專業能力準則。
二、領導與溝通能力：包括人際關係、溝通能力、領導能力、外語能力等4項專業能力準則。
三、文化與審美能力：包括文化、創造力、審美觀念等3項專業能力準則。
四、自我概念能力：包括自我管理及態度2項專業能力準則。
五、專業技術性能力：包括現場管理、人力資源管理、財務管理、業務及行銷、資訊應用能力，共5項專業能力準則。
DANP分析之重要度排序為：「策略與概念性能力」、「專業技術性能力」、「領導與溝通能力」、「自我概念能力」及「文化與審美能力」。「策略與概念性能力」是旅館總經理最重要且最必須具備之核心專業能力。

以文找文

The concept of competency had been widely applied on human resource management practices (Boyatzis, 1982; Spencer & Spencer, 1993). It has also become a trend in organizations and international chain hotels, to develop a competency model on managers as guidance on performance assessment for managers or any potential leaders, regarding their competencies as needed for them to be successful in their jobs (Chung-Herrera et al., 2003; O’Fallon & Rutherford, 2010). As Peter Drucker has noted that the competence and performance of managers determine the fate of the company (Drucker, 1989), and the managers play important roles in a company‘s success. Therefore, on the basis of importance for the competency of the managers, the purpose of this study is to make analysis on the competency of the general managers (GMs) in the hotel industry of Taiwan, in order to develp a competency model required by the hotel GMs. Furthermore, to identify the relationships and importance among each competency factors.
A three-stage research design is adopted in this study, using both qualitative and quantitative approaches, to include: (1) with qualitative research for document analysis, literature review and depth interview in the first stage, to develop a conceptual framework of hotel GM’s competency profile; (2) using Fuzzy Delphi method in the second stage, in order to determine the competency perspectives and criteria required by the General Managers of the hotel industry; (3) utilizing DANP (DEMATEL base on ANP) to analyze the proposed competency model in the study, to understand dynamic influential relationships and degree of importance between various competency perspectives and criteria for the General Managers of the hotel industry.
The results demonstrate a “competency model for the hotel GM”, which includes five major competency perspectives with 20 criteria:
1. Strategic and Conceptual competency: including five competency criteria as vision, analytical, strategic management, implementation, problem-solving, and crisis management.
2. Leadership and communication competency: including four competency criteria, as interrelationship, communication, leadership, and foreign language ability.
3. Cultural and esthetics competency: including three competency criteria, as culture, creativity, and esthetics.
4. Self-conceptual competency: including two competency criteria, as self-management and attitude.
5. Technical competency: to consist of five competency criteria, as on-site management, human resource management, financial management, sales and marketing, and information application capability.
DANP results reveal the ranking of importance for the five competency perspectives respectively as: “Strategic and Conceptual competency”, “Technical competency”, “Leadership and communication competency”, “Self-conceptual”, and “Cultural and esthetics competency”. Moreover, the “Strategic and Conceptual competency” is the most critical competency required by the General Managers of hotel industry.

以文找文

文建會（2011）。美麗台灣－生活美學運動計畫。線上檢索日期：2011/07/01。取自：http://lifearts.cca.gov.tw/。
交通部觀光局（2011）。台灣觀光破記錄年－台灣觀光大事紀。觀光資訊月報，2011（1），1。
交通部觀光局（2011）。行政資訊系統旅館業相關統計。線上檢索日期：2011/06/01。取自：http://admin.taiwan.net.tw/ travel/statistic_h.aspx?no=220。
朱柔若譯（2000）。社會研究方法：質化與量化取向（原作者：Neuman, W. L.）。台北：揚智。
行政院主計處（2011）。中華民國統計資訊網。線上檢索日期：2011/06/01。取自：http://www.stat.gov.tw/mp.asp?mp=4。
行政院主計處（2011）。中華民國統計資訊網－行業標準分類。線上檢索日期：2011/03/10。網址：http://www.stat.gov.tw/ct.asp? xItem=28854&ctNode=1309。
行政院主計處（2011）。中華民國統計資訊網－職業標準分類。線上檢索日期：2011/03/10。網址：http://www.stat.gov.tw/ct.asp? xItem=26132&ctNode=1310。
吳武忠、陳惠美（2002）。台灣區餐旅人力需求之研究。教育部委託學術研究計畫。銘傳大學觀光學院。
吳政達（1999）。國民小學教師評鑑指標體系建構之研究。國立政治大學教育研究所未出版之博士論文。 new window

吳偉文、李右婷（2006）。人力資源管理：讀解職能密碼。台北：普林斯頓國際。
洪久賢（2008）。餐旅業專業技術人力培育模式之研究－餐旅業高階專業技術人力培育模式之研究。國科會補助專題研究計畫期中報告（計畫編號：96-2522-S-003-015-MY3）。
徐宗國譯（1998）。質性研究概論（原作者：Strauss, A., & Corbin, J.）。台北:巨流圖書公司。
黃良志、謝松益、張炳騰（2001）。三種模糊德爾菲法之比較－以銀行員甄選因素之評估為例。中國工程學刊，18(1)，74-86。 new window

黃品全（2005）。轉型與交易領導對心理賦能及服務導向組織公民行為之影響：模式建立及全職、部份工時餐飲人員比較分析。觀光管理學報，11(3)，233-258。 new window

管孟忠、張紫雲、黃三麟（2010）。結合DANP之MCDM模型探討公部門之專案執行關鍵成功因素－以文官制度興革規劃方案為例。運籌與管理學刊，9(1)，1-19。 new window

潘淑滿（2003）。質性研究：理論與應用。台北：心理出版社。
鄧振源、曾國雄（1989）。層級分析法(AHP)的內涵特性與分析運用（下）。中國統計學報，27(7)，1-20。 new window

鄭喬明（2009）。Fama-French三因子模型股票選擇之新型多評準決策。開南大學企業與創新管理學系未出版論文。
蕭錫錡（2007年3月）。落實國家專業技能標準之探討。九十六年度建立國家專業技能標準制度研討會，台北市：考選部。
Agut, S., Grau, R. & Peiro, J. M. (2003). Competency needs among managers from Spanish hotels and restaurants and their training demands. International Journal of Hospitality Management, 22, 281-295.
Bardossy, A., Duckstein, L., & Bogardi, I. (1993). Combination of fuzzy numbers representing expert opinions. Fuzzy Sets & Systems, 57(2), 173-181.
Baum, T. (2006). Reflections on the nature of skills in the experience economy: Challenging traditional skills models in hospitality. Journal of hospitality and tourism management. 13(2), 124-135.
Birdir, K., & Pearson T. E. (2000). Research chefs’ competencies: A Delphi approach. International Journal of Contemporary Hospitality Management, 12(3), 205-209.
Boyatzis, R. E. (1982). The competent manager: a model for effective performance. New York: John Wiley & Sons.
Boyatzis, R. E. (2008). Competencies in the 21st century. Journal of Management Development, 27(1), 5-12.
Brophy, M., & Kiely, T. (2002). Competencies: a new sector. Journal of European Industrial Training, Vol.26 (2), 165 -176.
Cardy, R. L., & Selvarajan, T. T. (2006). Competencies: Alternative framework for competitive advantage. Business Horizons, 49, 235-245.
Chapman, J. A., & Lovell, G. (2006). The competency model of hospitality service: why it doesn't deliver. International Journal of Contemporary Hospitality Management, 18(1), 78-88.
Chen, F.H., Hsu, T.S., & Tzeng, G.H. (2011). A balanced scorecard approach to establish a performance evaluation and relationship model for hot spring hotels based on a hybrid MCDM model combining DEMATEL and ANP. International Journal of Hospitality Management, 30(4), 908-932.
Chen, S. J., & Hwang, C. L. (1992). Fuzzy multiple attribute decision making methods and application. New York: Springer-Verlag.
Cheng, M. I. & Dainty, A. (2002). The differing faces of managerial competency in Britain and America. The Journal of Management Development, 22(6), 527-537.
Chisholm, M. E., & Ely, D. P. (1976). Media Personnel in Education: a Competency Approach. Englewood Cliffs, NJ: Prentice-Hall.
Cho, Y. Y., & Wong, K. F. (2001). Determinants of hotel employment in Hong Kong. Cornell Hotel and Restaurant Administration Quarterly, 42 (1), 50-59.
Chung, K. Y. (2000). Hotel management curriculum reform based on required competencies of hotel employees and career success in the hotel industry. Tourism management, 21, 473-487.
Chung-Herrera, B. & Enz, C. & Lankau, M. (2003). Grooming future hospitality leaders: A competencies model. Cornell Hotel and Restaurant Administration Quarterly, 44(3), 17-25.
Çizel, B., Anafarta, N., & Sarvan, F. (2007). An analysis of managerial competency needs in the tourism sector: the case of Turkey. Tourism Review, 62(2), 14-22.
Cohn, J.M., Khurana, R. & Reeves, L. (2005). Growing Talent as if Your Business Depended on It. Harvard Business Review, Oct, 62-70.
Collins, A. B. (2007). Human Resources: A hidden advantage? International Journal of contemporary hospitality Management, 19(1), 78-84.
Derouen, C., & Kleiner, B. H. (1994). New developments in employee training. Work Study, 43 (2), 13-16.
Dewey, J. (1934). Arts as Experience. New York：Minton, Balch.
Dimmock, K., Breen, H. & Walo, M. (2003). Management Competencies: AN Australian Assessment of Tourism and Hospitality Students. Journal of the Australian and New Zealand Academy of Management, 9(1), 12-26.
Drucker, P. F. (1989). The practice of management. Oxford: Heinemann Professional.
Gabus, A., & Fontela, E. (1972). World Problems an Invitation to Further Thought within the Framework of DEMATEL. Switzerland Geneva: Battelle Geneva Research Centre.
Garavan, T.N., & McGuire, D. (2001). Competencies and workplace learning: Some reflections on the rhetoric and the reality. Journal of Workplace Learning, 13(4), 144-163.
Greger, K. R., & Peterson, J. S. (2000). Leadership profiles for the new millennium. Cornell Hotel and Restaurant Administration Quarterly, 41(1), 16-29.
Grosse, C. U. (2011). Global managers’ perceptions of cultural competence. Business Horizons, 54, 307-314.
Hoffmann, T. (1999). The meanings of competency. Journal of European Industrial Training, 23(6), 275-285.
Horng, J. S., & Ho, H. H. (2009). An analysis of general manager’s competency in the international tourist hotels – the case of Taiwan. 2009 7th Asia-Pacific (APacCHRIE) Conference. (2009.5.28-30) Singapore.
Horng, J. S., & Lu, H. Y. (2006). Needs assessment of professional competencies of F&B/ hospitality managements at college and university level. Journal of Teaching in Travel & Tourism, 6(3), 1-26.
Horng, J. S., & Wang, L. L. (2003). Competency analysis profile of F&B managers in international hotel managers in Taiwan. Asia Pacific Journal of Tourism Research, 8(1), 26-36.
Horng, J.S., Hsu, H., Liu, C. H., Lin L. and Tsai C.Y. (2011). Competency Analysis of Top Managers in the Taiwanese Hotel Industry. International Journal of Hospitality Management, 30(4), 1044-1054.
Jauhari, V. (2006). Competencies for a career in the hospitality industry: an Indian perspective. International Journal of Contemporary Hospitality Management, 18(2), 123-134.
Kay, C. & Russette, J. (2000). Hospitality-management competencies: Identifying managers’ essential skills. Cornell Hotel and Restaurant Administration Quarterly, 41(2), 52-63.
Kay, C., & Moncarz, E. (2004). Knowledge, skills, and abilities for lodging management success. Cornell Hotel and Restaurant Administration Quarterly, 45(3), 285-298.
Kay, C., & Moncarz, E. (2007). Lodging management success: Personal antecedents achievement, KSAs and situational influencers. International Journal of Hospitality, 26, 33-48.
Kennedy, P. W., & Dresser, S. G. (2005). Creating a competency-based workplace. Benefits and Compensation Digest, 42(2), 20– 23.
Kochanski, J. (1996). Introduction to special issue on human resource competencies. Human Resource Management, 35(1), 3– 6.
Kotter, J. P. (1996). The Leading Change. Boston: Harvard Business Press.
Koys, J. D. (2003). How the achievement of human-resources goals drive restaurant performance. Cornell Hotel and Restaurant Administration Quarterly, 44(1), 17-24.
Kriegl, U. (2000), International hospitality management: identifying important skills and effective training. Cornell Hotel & Restaurant Administration Quarterly, 41(2), 64-71.
Le Deist, F. D., & Winterton, J. (2005). What is competence? Human Resource Development International, 8(1), 27-46.
Lee, H. M. (1999). Using fuzzy sets theory for evaluating the rate of aggregative development capability of software company. Journal of the Chinese Fuzzy Systems Association, 5(2), 9-16.
Lin, L., Horng, J.S., Chen, Y.C. & Tsai, C.Y. (2011). Factors Affecting Hotel Manpower Demand in Taiwan. International Journal of Hospitality Management, 30(2), 312-318.
Liou, J. J. H., Yen, L. and Tzeng, G. H. (2010). Using Decision Rules to Achieve Mass Customization of Airline Services. European Journal of Operational Research, 205(3), 680-686.
Lucia, A. D., & Lepsinger, R. (1999). The Art and Science of Competency Models. San Francisc: Jossey-Bass.
Mansfield, B. (2004). Competence in transition. Journal of European Industrial Training, 28(2/3/4), 296-309.
Marguardt, M. J. (1996). Building the learning organization: A systems approach to quantum improvement and global success. N.Y.: McGraw-Hill.
McClelland, D. C. (1973). Testing for competence rather than intelligence. American Psychologist, 28(1), 1-40.
Nordhaug, 0., & Gronhaug, K., (1994). Competencies as resources in firms. The international Journal of Human Resource Management, 5, 89-106.
O’Fallon, M. J., & Rutherford, D. G. (2010). Hotel Management and Operations. (5nd ed). New York: John Wiley and Sons.
Ou Yang, Y. P., Shieh, H. M., Leu, J. D., & Tzeng, G. H. (2008). A novel hybrid MCDM model combined with DEMATEL and ANP with applications. International Journal of Operations Research, 5(3), 1-9.
Patton , M. Q. (1990). Qualitative evaluation and research methods (2nd ed). Newbury Park, CA: Sage.
Perdue, J., Ninemeier, J. & Woods R. (2002). Comparison of present and future competencies required for club manager. International Journal of Contemporary Hospitality Management, 14(3), 142-146.
Pittaway, L., Carmouche, R., & Chell, E. (1998). The way forward: Leadership research in the hospitality industry. Int. J. Hospitality Management, 17, 407-426.
Porter, M. E. (1990, 1998). The Competitive Advantage of Nations, Free Press, New York, 1990.
Quinn, R., Faerman, S., Thompson, M., & McGrath, M. (2003). Becoming a master manager: A competency framework (3nd ed.). New York: John Wiley and Sons.
Raybould, M. and Wilkins, H. (2006). Generic Skills for Hospitality Management: A Comparative Study of Management Expectations and Student Perceptions. Journal of Hospitality and Tourism Management, 13(2), 177-188.
Raybould, M., & Wilkins, H. (2005). Over qualified and under experienced: Turning graduates into hospitality managers. International Journal of Contemporary Hospitality Management, 17(3), 203-216.
Reza, K., & Vassilis, S.M. (1988). Delphi hierarchy process (DHP): A methodology ofr priority setting derived from the Delphi method and analytical hierarchy process. Euroopean Journal of Operational Research, 137, 347-354.
Robbins, S. P. (1994). Management. NJ: Prentice-Hall.
Rodriguez, D., Patel, R., Bright, A., Gregory, D., & Gowing, M. K. (2002). Developing competency models to promote integrated human resource practices. Human Resource Management, 41(3), 309-324.
Saaty, T. L. (1980). The Analytic hierarchy process. McGraw Hill, New York.
Saaty, T. L. (1996). Decision making with dependence and feedback: analytic network process. RWS Publications, Pittsburgh.
Sandwith, P. (1993). A hierarchy of management training requirements: The competency domain model. Public Personnel Management, 22(1), 43-62.
Schoonover, S. C. (1998). Human resource competencies for the year 2000. Alexandria, VA: Society for Human Resource Management.
Spencer, L.M., & Spencer, S. (1993). Competence at work: Models for superior performance (1nd ed). New York: John Wiley & Sons.
Strebler, M., Robinson, D, & Heron, P (1997). Getting the best out of your competencies, institute of employment studies. University of Sussex, Brighton.
Stuart, R., & Lindsay, P. (1997). Beyond the frame of management competencies: Towards a contextually embedded framework of managerial competence in organizations. Journal of European Industrial Training, 21(1), 26-33.
Tas, R. (1988). Teaching future managers. The Cornell Hotel and Restaurant Administration Quarterly, 29(2), 41-43.
Tracey, J. B., & Hinkin, R. T. (1996). How transformational leaders lead inthe hospitality industry. International Journal of Hospitality Management, 15(2), 165-176.
Tsai, W.H., Hsu, J.L., Chen, C.H., Lin, W.R., Chen, S.P.(2010).An integrated approach for selecting corporate social responsibility programs and costs evaluation in the international tourist hotel. International Journal of Hospitality Management. International Journal of Hospitality Management. 29(3), 385-396.
Tzeng, G. H., Chiang ,C. H., & Li, C.W., (2007) Evaluating Intertwined Effects in e-learning programs: A Novel Hybrid MCDM Model Based on Factors Analysis and DEMETEL. Expert Systems with Applications, 32(4), 1028-1044.
Westwood, A. (2004). The skills that matter and shortages that don't. In Warhurst, C., Grugulis, I., & Keep E. (Eds). The skills that matter. New York: Palgrave Macmillan, Basingstoke.
Witz, A., Warhurst, C., & Nickson, D. (2003). The labour of aesthet-ics and the aesthetics of organization. Organization, 10(1), 33-54.
Wong, K. F. (2004). Industry-specific and general environment factors impacting on hotel employment. International Journal of Contemporary Hospitality Management, 16, 4/6, 287-293.
Woodruffe, C. (1992). What is meant by competency? In Boam, R., & Sparrow, P. (Eds.). Designing and achieving competency. New York: McGraw-Hill.
Wu, W. W. and Lee, Y. T. (2007). Developing Global Managers’s Competencies Using the Fuzzy DEMATEL Method. Expert Systems with Applications, 32(2): 499-507.
Yoon, K., & Hwang, C.L. (1985). Manufacturing plant location analysis by multiple attribute decision making: Part I-single-plant strategy. International Journal of Production Research. 23, 345-359.
Zadeh, L. A. (1965). Fuzzy sets. Information & Control, 8(3), 338-353.
Zadeh, L. A. (1972). A fuzzy-set-theoretic interpretation of linguistic hedges. Journal of Cybernetics, 2(3), 4-34.
Zopiatis, A. (2010). Is it art or science? Chef’s competencies for success. International Journal of Hospitality Management, 29(3), 259-267.

推文
推薦
引用網址
引用嵌入語法
轉寄

top

:::

相關期刊
相關論文
相關專書
相關著作
熱門點閱

1.	以層級分析法探討夜間工作重要性及關注因素之研究
2.	電視媒體頻道產業之娛樂性節目評選探討
3.	應用AHP探討消費者選擇餐飲外送平臺之關鍵因素
4.	國小特教老師參與研習進修關鍵因素之研究--以苗栗縣國小為例
5.	半導體設備供應商競爭優勢之研究
6.	建構女大學生選用醫學美容行為之影響因素模式
7.	影響居家照顧服務員留任關鍵因素之研究
8.	應用AHP探討自行車賽會選擇評估
9.	以閱讀關鍵因素與動機視角探索網路小說閱讀生態
10.	消費者選擇擴增實境產品之關鍵因素
11.	預測臺灣股票市場高低點之關鍵因素
12.	核電廠除役期間用過核子燃料貯放消防安全之研究
13.	公共危險物品儲存場所火災預防之探究--以儲槽場所為例
14.	多準則決策分析探討現有既存長照機構火災風險
15.	高齡者活躍老化影響因素之探討

1.	臺灣地區科技大學系所評鑑影響因素之分析
2.	城市公共開放空間品質系統改善之混合多屬性決策模型
3.	我國推動募兵制關鍵成功因素之探討
4.	NGO自我評鑑個案研究-以中華民國童軍總會應用GSAT為例
5.	政府科技政策工具之評估
6.	歌仔戲「文生」扮像彩妝教學評估指標之建構
7.	國小校長文化回應領導指標建構之研究
8.	國民中小學校務評鑑委員專業培訓課程建構之研究
9.	建築系教師專業能力之研究
10.	供應鍊管理採用社群媒體之風險依存關聯多階段評估架構
11.	十二年國民基本教育國中階段適性教育指標建構
12.	「國民中、小學環境教育永續發展指標」建構之研究
13.	幼兒園專業認證評鑑指標建構及實徵分析之研究
14.	國民小學校長美學領導指標體系建構之研究
15.	國民中學兼任行政教師行政專業能力指標建構與實證分析之研究

1.	教育行政實務與應用
2.	觀光暨旅遊個案分析
3.	市場調查：新式與基礎調查方法及實例
4.	臺灣公共關係職能建構之研究
5.	舊鐵橋濕地公園開發影響遊客休閒行為、知覺價值與生態文化旅遊發展效益評估之研究
6.	公共事務管理研究方法
7.	教育績效責任研究
8.	學校本位評鑑
9.	體育教師專業評鑑指標
10.	鐵路立體化策略評估準則與方案選擇之研究
11.	航空站區位選擇評估程序之研究
12.	高速鐵路技術型式評估準則及方法之研究

無相關著作

無相關點閱

QR Code

臺灣人文及社會科學引文索引資料庫系統

詳目顯示

臺灣人文及社會科學引文索引資料庫