記
錄
編
號
10605
狀
態
G0497576070
助
教
查
核
建檔完成
索
書
號
查核完成
學
校
名
稱
輔仁大學
系
所
名
稱
餐旅管理學系
舊
系
所
名
稱
學
號
497576070
研
究 蕭佩旻
生
(中)
研
究 Pei-Min Hsiao
生
(英)
論
文
餐旅業殷勤款待內涵之研究－來台外籍生之觀點
名
稱
(中)
論
文
A Study of the Commercial Hospitality: A View of International Students in Taiwan
名
稱
(英)
其
他
題
名
指
導
鄧之卿
教
授
(中)
指
導
Chih-Ching Teng
教
授
(英)
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內
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期
校
外
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由
2010.7.31
2010.7.31
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文 同意
送
交
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圖.
國
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文 2010.7.31
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檔
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論文全文
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01
學
位
類
別
碩士
畢
業
學
年
度
98
出
版
年
99
語
文
別
中文
關
鍵
字
殷勤款待 商業殷勤款待 餐旅服務 餐旅管理
(中)
關
鍵 hospitality commercial hospitality hospitality service hospitality management
字
(英)
本研究藉由探討外籍消費者在台灣餐廳用餐及旅館住宿經驗的感受、
想法與反應，以深入瞭解餐旅業殷勤款待的核心要素。本研究採用質性的
研究方法，實證資料來自於半結構式的深度訪談，採滾雪球抽樣法選取 25
位在台灣就讀研究所的國際研究生。研究結果萃取出三個餐旅業殷勤款待
的核心要素，包括（1）儒家精神的人際關係：强調建立如家人的熟悉
感、展現善意與人情味、及和諧的人際互動；（2）文化開放性：指服務
摘 提供者展現跨文化溝通技巧與對異文化開放的態度；以及（3）情境因
子：包含餐旅業者營造舒適的環境空間、呈現自然真實性、增進親密感的
服務型態、及因應顧客消費動機。根據研究結果所萃取出的三個核心構面
要
及各構面之間的相互關係，發展出台灣餐旅業殷勤款待模式。此模式以餐
(中)
旅業殷勤款待之「主客互動」為主軸，主客之間的互動為循環的模式，包
含主人款待行為、文化開放性、和諧的人際關係。此外，殷勤款待主客互
動受到「顧客消費動機及需求」及「款待情境」等因素的影響。主客之間
經由互動之後，顧客對於主人殷勤款待的表現會產生「正向心理聯結」或
「負向心理聯結」。最後，研究結果提出包括「摯意摯情似故人，問寒問
暖如親人」、「尊重東西南北人，志通篤雅而好禮」、及「承地方傳統文
化，塑造台灣殷勤款待的魅力」等三項策略，用以提高顧客的消費價值和
殷勤款待的體驗，並增進餐旅組織的績效。
This study aims to investigate international consumers’ perceptions and
feelings regarding their restaurant dining and accommodation experiences in
Taiwan, in order to obtain deeper insights into the core elements of commercial
hospitality. A qualitative approach was adopted. The empirical data are based on
semi-structured interviews with a total of 25 international graduate students. The
data analysis specified three core elements, including: (1) interpersonal relationship
of Confucian spirit: emphasis on providing familiarity, friendliness, harmonious
摘 interpersonal interaction; (2) cultural openness: indicating that service staff showing
cross-cultural communication skills and attitude; and (3) contextual factors:
including providing comfortable servicescape, authenticity, intimacy service styles
要
and responding to consumer motivation. The model shows that the “guest-host
(英)
interaction” as the main concept of commercial hospitality. The guest-host
interaction includes: host’s hospitality behavior, cultural openness and harmonious
interpersonal relationships. In addition, the guest-host interaction is influenced by
“motivations and needs of customers” and “contextual factors”. Following the
guest-host interaction, host’s performance determines the positive or negative
emotional bonds of customers. Finally, the results present three strategies to
hospitality practitioners, including “treat like a friend, concern like relatives”,
“respect foreigners, adhere to formalities” and “base on local traditional culture,
create the charm of Taiwan’s hospitality”, in order to improve the organizational
performance and consumers’ hospitality experience.
論
文
目
次
參
考
文
獻
目錄 第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的 5 第三
節 研究程序 6 第四節 名詞釋義 7 第二章 文獻探討 9 第一節 殷勤款
待之定義 9 第二節 商業殷勤款待 13 第三節 殷勤款待與文化差異 20 第
四節 殷勤款待之研究取向 27 第五節 商業殷勤款待的構面 33 第三章
研究方法 39 第一節 研究方法 40 第二節 研究工具 41 第三節 研究參
與者 43 第四節 資料蒐集與分析 47 第五節 信效度檢核 53 第四章 研
究結果與討論 57 第一節 儒家精神的人際關係 50 第二節 文化開放性 72
第三節 情境因子 81 第四節 台灣餐旅業殷勤款待模式 94 第五章 結論
與建議 99 第一節 研究結論 99 第二節 研究建議 102 參考文獻 107
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497576070 2010.7.31 2:55 59.115.79.161 new 01
C 497576070 Y2010.M7.D31 2:51 59.115.79.161 M 497576070 Y2010.M7.D31
2:52 59.115.79.161 M 497576070 Y2010.M7.D31 2:52 59.115.79.161 M retr3756
Y2010.M7.D31 3:12 59.115.79.161 M 030540 Y2010.M8.D4 14:37 140.136.209.41
M 030540 Y2010.M8.D4 14:37 140.136.209.41 M 030540 Y2010.M8.D4 14:38
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Y2010.M8.D9 8:57 140.136.185.17 M retr3756 Y2010.M8.D9 8:57 140.136.185.17
I 030540 Y2010.M8.D9 9:37 140.136.209.41