中餐廳外場服務人員專業職能量表發展與驗證之研究

Development and Verification the Scale of Professional Competency for Chinese Restaurant Service Staff

本研究從職能觀點，發展與驗證觀光旅館中餐廳外場服務人員的專業職能。首先，依文獻回顧與深度訪談，發展專業職能的職能指標；其次，經由10位業界專家進行德懷術調查，建構專業職能模式；最後，蒐集241份有效問卷，驗證專業職能量表。本研究經由訪談、德懷術、結構方程模式、結構方程模式之偏最小平方法等四種方法進行建構與驗證，研究結果歸納觀光旅館中餐廳外場服務人員之專業職能有，點餐服務、餐具認識與維護、用餐環境維護、出餐、服務流程、服務技能、訪桌服務、酒品服務、表達與溝通能力、客訴處理、顧客關係、節慶商品推廣等12個構面與50個行為指標。所得之結果，能更符合業界實際需求。

The main purposes of this study are to investigate the indicators and to develop the scale of professional competence for restaurant service staff in the Chinese restaurants of tourist hotels. This study employed both qualitative and quantitative methods and was conducted in three stages. Confirmatory factor analysis with structural equation modeling and partial least squares path modeling were conducted to analyze and interpret the aforementioned model and validate the professional competency scale. The result of this study shows 12 constructs and 50 items for professional competences. There are five for Ordering Services, four for Meal Delivery, six for Service Processes; eight for Service Skills, three for Tending to Customers' needs, four for Addressing Customer Complaints, four for Customer Relations, three for Communication Ability, three for Knowledge and Maintenance of Dinnerware, four for Maintenance of the Dining Environment, three for Alcoholic Beverage Service, and three for Promoting Festival Products. These findings have academic and practical implications.