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研究生:蘇旭邦
研究生(外文):Su, Justin Hsu-Pang
論文名稱:餐廳顧客進場法則與餐桌合併政策之模擬研究
論文名稱(外文):A Simulation Study of Restaurant Admission Policies and Table Combination
指導教授:郭振峰郭振峰引用關係
口試委員:丁冰和郭振峰翁紹仁
口試日期:2015-06-22
學位類別:碩士
校院名稱:東海大學
系所名稱:餐旅管理學系
學門:民生學門
學類:餐旅服務學類
論文種類:學術論文
論文出版年:2015
畢業學年度:103
語文別:中文
論文頁數:82
中文關鍵詞:進場法則餐桌合併政策顧客等待時間餐桌利用率
外文關鍵詞:Admission policiesTable combinationCustomer waiting timeTable utilization
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研究目的為餐廳領檯人員對「進場法則」與「餐桌合併政策」的現場實務作業方式、建立顧客用餐流程之模擬模型及分析進場法則與餐桌合併政策對顧客等待時間與餐桌利用率的影響。模擬模型內輸入資料主要是透過與M餐廳高階主管之訪談與M餐廳POS系統之資料收集顧客進場人數、用餐時間之記錄來建構出模擬模型顧客進場的頻率。以顧客群人數為考量之進場法則而言,建議採取「不併桌政策」;就以座位利用率為考量之進場法則而言,建議採取「併桌政策」;就顧客等待時間及餐桌利用率而言,對M餐廳建議採取以顧客人數為考量之進場法則且不併桌政策為最佳方案。
The objectives of the study are the field practice of operations for admission policies and table combination of the restaurant hosts, the establishment of a simulation model for customer dining process, and the analysis of the impacts of admission policies and table combination on customer waiting time and table utilization. Input data of the simulation model used in this research is mainly to collect the number of entrants and the time of dining through interviews with executives and the data of POS system of M restaurant for constructing the frequencies of customer entering of the simulation model. Considering the number of entering customer group as an admission policy, it is recommended to take "no table combination". Contemplating the seat utilization as an admission policy, it is suggested to take "table combination ". As customer waiting time and table utilization are concerned, the best strategy for M restaurant is the mix of admission policy taking the number of entering customer group and no table combination.
第一章 緒論
 第一節 研究背景與動機
 第二節 研究目的
 第三節 研究流程

第二章 文獻探討
 第一節 進場法則
 第二節 餐桌合併(併桌)
 第三節 系統模擬於餐飲產業之應用及其績效指標

第三章 研究方法
 第一節 餐廳營運現況與資料收集
 第二節 研究範圍與假設
 第三節 建立模擬模型
 第四節 實驗設計

第四章 分析與討論
 第一節 進場法則與餐桌合併政策對於顧客等待時間與餐桌利用率之影響
 第二節 以顧客群人數為考量之進場法則與餐桌合併政策的模擬分析與討論
 第三節 以座位利用率為考量之進場法則與餐桌合併政策的模擬分析與討論
 第四節 不同的進場法則與餐桌合併政策之4個組合方案的比較
 第五節 最佳模擬方案與實際營運模擬之比較

第五章 結論與建議
 第一節 研究結論
 第二節 研究建議
 第三節 未來研究方向

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