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研究生:陳薇因
研究生(外文):TAN, WEI-YEIN
論文名稱:大專校院餐旅系實習生於星級飯店工作壓力之分析
論文名稱(外文):The Analysis of Practicum Stress for Undergraduate Hospitality Management Students Working in Star Hotel Internship
指導教授:李冠霈李冠霈引用關係李明靜李明靜引用關係
指導教授(外文):Lee, Kuan-PeiLee, Ming-Ching
口試委員:林千琪鄭士仁李冠霈
口試委員(外文):Lin , Chien-ChiCheng, Shin-jenLee, Kuan-Pei
口試日期:2019-07-12
學位類別:碩士
校院名稱:台灣首府大學
系所名稱:休閒管理學系碩士班
學門:民生學門
學類:運動休閒及休閒管理學類
論文種類:學術論文
論文出版年:2019
畢業學年度:107
語文別:中文
論文頁數:87
中文關鍵詞:校外實習模糊層級分析法實習工作壓力
外文關鍵詞:Off-campus internshipFuzzy Analytical Hierarchy ProcessPracticum stress
相關次數:
  • 被引用被引用:1
  • 點閱點閱:223
  • 評分評分:
  • 下載下載:5
  • 收藏至我的研究室書目清單書目收藏:1
本研究主要探討大專校院餐旅系校外實習生在星級飯店實習時所受到職場上的工作壓力源,並且透過文獻探討及專家問卷分析,建立學生於星級飯店工作的實習壓力因子評估之準則,以期校方與業界間能事先評估學生的壓力來源而給於適度的心理輔導,避免過度壓力造成學生負荷,而影響校外實習成效。
本文研究對象為大專院校餐旅系正在實習中或是實習結束尚未超過三個月的學生,透過文獻分析及模糊德爾菲法(Fuzzy Delphi Method),藉由飯店部門主管、相關科系老師及專家形成之專家問卷,來探討餐旅系校外實習生在星級飯店實習時所受到職場上的工作壓力來源,再以模糊層級分析法(Fuzzy Analytic Hierarchy Process ,FAHP) ,建立實習生的工作壓力因子評估參數之權重。
本研究分析結果顯示各部門單位實習生選擇的因子評估之主要構面分析中,人際關係最為重要。而次要因子在各部門單位中獎懲不公平為實習生工作壓力因子評估中權重差異最大,超時工作為因子評估中權重差異最小。在內場實習生評估之主要因子中「與同事工作衝突」、「與主管工作衝突」、「與顧客衝突」為權重排序前三位之主要因子。外場實習生評估之主要因子中「與顧客衝突」、「溝通能力不足」、「專業外語能力不足」為權重排序前三位之主要因子。房務部實習生評估之主要因子中,「獎懲不公平」、「專業外語能力不足」、「溝通能力不足」為權重排序前三位之主要因子。

This study is to investigate where does stress come from hospitality student who having internship in star hotel. Furthermore, the literature reviews and the analysis showed that there are some factors that might cause stress for student who having their internship. Research showed that there’s also some ways that can be assessed by the school and the industry in order to avoid pressure that students might be face during their internship . Such as providing advanced counseling to student so that student can be more understanding the work condition.
This study is to investigate students who are right under the course of internship or internship has yet to be complete more than three months. The first research method is based on the Fuzzy Delphi Method to establish a questionnaire and later using Fuzzy Analytical Hierarchy Process (FAHP) to analysis the questionnaire in order to evaluate and establish the weight of the stress parameters.
According to the result of the FAHP method, “Interpersonal Relationships ” is the most important in the main criteria by each department. The sub-criteria in each department “Unfairness of Rewards and Punishments” is biggest difference of evaluate and establish the weight of the stress parameters and the “Overtime Work” is the smallest difference in weight of the stress parameters. Base on the interns of the kitchen infield department, “Conflict with Colleagues", "Conflict with Managers", and "Conflict with Customers" are the top three rankings of the evaluate and establish the weight of the stress parameters. Among the evaluation interns of outfield department, "Conflict with Customers", "Insufficient Communication Skills" and "Insufficient Professional Language " are the weight of the stress parameters of the top three rankings. Surrounded by the interns of the Housekeeping department, " Unfairness of Rewards and Punishments ", "Insufficient Professional Language " and "Insufficient Communication Skills" are the weight of the stress parameters of the top three rankings.

誌謝
中文摘要
Abstract
目錄
表目錄
圖目錄
第一章 緒論
1.1 研究背景與動機
1.2 研究目的與範圍
第二章 文獻回顧
2.1 校外實習
2.1.1 實習定義
2.1.2 實習實施方式
2.1.3實習工作重要性
2.2 工作壓力
2.2.1工作壓力的定義
2.2.2 職場工作壓力來源與分類
第三章 研究方法
3.1研究流程
3.2模糊德爾菲法
3.3模糊層級分析法
3.3.1 AHP分析步驟
3.3.2 FAHP分析步驟
3.3.3 AHP量表評估尺度
第四章 結果分析
4.1研究範圍與對象
4.1.1模糊德爾菲法
4.1.2模糊層級分析法
4.2模糊篩選分析
4.3模糊層級分析法分析屬性之權重
第五章 結論與建議
5.1 結論
5.2 建議
參考文獻
附錄一 模糊德爾菲問卷調查
附錄二 模糊層級分析問卷調查


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