從劇場理論探討觀光飯店提昇服務品質關鍵因素之研究

NHUIR > College of Management > Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management > Disserations and Theses(M.A. Program in Tourism Management) > Item 987654321/25786

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Title:	從劇場理論探討觀光飯店提昇服務品質關鍵因素之研究
Other Titles:	Study on Key Factors for Service Quality Improvement of Tourism Hotels Using Dramaturgical Theory
Authors:	梁毅宗 LIANG, YI-TSUNG
Contributors:	旅遊管理學系旅遊管理碩士班李謀監 LEE, MOU-CHIEN
Keywords:	服務品質;觀光飯店;劇場理論 tourism hotel;Dramaturgical theory;service quality
Date:	2017
Issue Date:	2017-12-08 11:41:22 (UTC+8)
Abstract:	本研究透過文獻探討，依據Goffman 戲劇理論在第一階段運用修正式德爾菲法(Modified Delphi Method，MDM)藉由劇場理論演員(actors)、觀眾(audience)、場景(setting)、表演(performance)等四大因素並配合觀光飯店現況與未來發展背景方向訂出指標。本研究經專家挑選、修正真正具有價值之衡量指標，求得評估因子相對權重值，建立層級評估架構。在第二階段運用層級程序分析法(Analytic Hierarchy Process，AHP)，邀請產、官、學者專家做一致性檢定及特徵值與特徵向量分析。　　研究顯示，構面評估因子依數據運算分析以「環境規劃」的權重值最高，指標因素在全體專家整體層級之相對權重值以「飯店環境安全舒適、乾淨衛生維持」最高。藉由本研究建構重要指標分析結果，對產業界、政策性及學術性提出三方面建議供相關部門參考。　　Based on Goffman's Dramaturgical theory, the first stage of this study applies Modified Delphi Method (MDM), the four factors: actors, audience, setting, and performance, to assess the current development of the tourism hotels and maps out directions for further improvements. The case studied is selected by the professional, and evaluating standards are revised to focus on potential targets. Relatively weights and priority order of each factor is measured to set up a hierarchy assessment frame.In the second stage of this study, Analytic Hierarchy Process (AHP) expert questionnaires are used to conduct analyses on consistence test, characteristics, and eigenvector according to feedbacks of experts in the industry, authorities in concern and scholars.　　In this study, statistics indicate that top priorities in environmental and overall assessments are “spatial arrangement”, and “maintenance of a comfy, sanitation and hygiene surroundings” respectively. The above results are provided as future reference for practitioners, law-makers, and scholars.
Appears in Collections:	[Department of Tourism Management, The M.A. Program of Tourism Management and Leisure Environment Management] Disserations and Theses(M.A. Program in Tourism Management)

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