以EFQM模式發展安康旅宿經營表現評量指標與業者協助需求

Using EFQM Model to Develop Performance Indexes and Needs Assistance for Different Types of Wellness Lodge Business

以健康為主要訴求的安康旅宿需要高品質的經營管理。本文包括兩個研究，先深度訪談22家國內觀光或休閒度假飯店、溫泉區飯店、休閒農場與民宿業主或高階主管，並以EFQM向度為基礎，發展安康旅宿經營管理模式架構。再經相關專家學者及業者審察，編製安康旅宿經營表現評估量表，包括領導、策略方針/活動、人力、夥伴關係與資源、流程、顧客結果、員工結果、社會結果、企業結果重要性等九層面66個指標題項，並施測於347家有潛力之旅宿業者。研究發現觀光或休閒度假飯店、溫泉區飯店、休閒農場較民宿業者重視此指標且有不同的協助需求，前三者較民宿更有潛力發展有品質的安康旅宿，研究結果可作為國內推展安康旅宿經營管理、評鑑、認證及教育訓練之參考。

High-quality business management is required for wellness lodging which has good health as the main focus. This paper includes two studies. First, based on the dimension of the EFQM (European Foundation for Quality Management), the managers and owners from 22 domestic sites, including leisure hotels and resorts, spa hotels, leisure farms, and bed and breakfast accommodations were interviewed to develop a business model framework for wellness lodging. Second, the Wellness Lodge Business Performance Assessment Scale (WLBPAS) was created by experts, scholars and practitioners based on their examination of this framework. The assessment tool has nine quality evaluation criteria for wellness lodge services: leadership, policy and strategy, people, partnerships and resources, processes, customer results, employee results, society results, and key performance results. A total of 66 index items were produced and tested on 347 potential owners. The study found that leisure hotels and resorts, spa hotels and leisure farms consider these indexes more important than do bed and breakfast owners. Because the demands for wellness lodging are so great, there may be more potential for the owners of leisure hotels and resorts, spa hotels and leisure farms to develop quality wellness lodges than bed and breakfast owners. The study results could be used as a reference to develop wellness lodging management, evaluation, certification, and educational training in Taiwan’s domestic tourism.