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研究生:趙裕彬
研究生(外文):CHAO,YU-PIN
論文名稱:運用模糊層級分析探討連鎖服務業職能模型
論文名稱(外文):Fuzzy AHP Competency Model in the Service Chain Industry
指導教授:賴文祥賴文祥引用關係周瑛琪周瑛琪引用關係
指導教授(外文):Lai,Wen-HsiangChou,Ying-Chyi
口試委員:顏宏偉詹秋貴曾欽正周瑛琪賴文祥
口試委員(外文):Yen,Hong-WeiJan, Chiou-GueyTsen, Hsin-ChengChou,Ying-ChyiLai,Wen-Hsiang
口試日期:2017-05-25
學位類別:博士
校院名稱:逢甲大學
系所名稱:商學博士學位學程
學門:商業及管理學門
學類:一般商業學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:71
中文關鍵詞:職能連鎖服務業模糊層級分析法
外文關鍵詞:CompetencyChain service industryFuzzy Analytic Hierarchy Process
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台灣服務業的發展重要性與日俱增,在連鎖服務業更是競爭激烈,企業如何發展獨特的核心競爭力成為企業生存的關鍵。過去有關於連鎖服務業之研究,主要著重於連鎖業經營成功關鍵因素之分析,或是關注在服務品質顧客關係管理及品牌形象等內容,對於連鎖服務業最為欠缺的人才發展較少見。本研究從「以職能為基礎」的人力資源管理發展,探討在連鎖服務業中、高階管理人員的職能發展模式,透過文獻探討及專家訪談,發展出職能模型(Competency Model),並找出「核心職能」、「管理職能」、「專業職能」三個職能主要因素(major factors)及15個次要影響因素(sub-factors)。
本研究運用層級分析法(AHP)進行三層次(3 levels)以及四種組合(4 combinations)的分析,以了解主要因素及次要影響因素之權重比例及重要性排序。並運用Matlab進行模糊層級分析,以了解中、高階主管在4個情境下,三類職能及15個職能項目相互影響的程度。本研究發現,在連鎖服務業主管所需之職能中,中階主管最注重的項目為核心職能,但高階主管認為中階主管應更重視專業職能。乃是因為連鎖服務業發展過程競爭激烈,首重專業能力之嚴格要求,才能提高產品與服務品質。在連鎖加盟展店的過程中,往往需要一段時間才能發展到一定的經濟規模,如果專業不足,將導致服務流程及品質下降,對企業造成重大的影響。而在高階主管的部分,則反映出高階主管自己最重視的是「誠正信實」、「門市管理」及「目標執行」,而中階主管角度卻認為高階主管需重視「誠正信實」、「加盟開發」及「目標執行」,可見高階主管與中階主管最大的歧見,在於到底是先做好內部的門市管理最重要還是先努力往外跑開發新加盟主最為重要,高階主管較為重視內部管理,而中階主管較重視外部客戶開發。藉此研究建立連鎖服務業中、高階主管在管理工作上之職務劃分,工作內涵以及對應之職能項目,並分析各職能項目相對重要及相互影響程度,以做為連鎖服務業招募、遴選、培訓及晉升中高階管理人才和二代接班人之參考依據。


Due to the increasing importance of the service industry and the highly competitive environment in the chain business, it is essential for enterprises to develop their own core industrial competitiveness. This study discusses the high-level manager’s competency development model in the chain business from the perspective of competency-based human resource management. This study develops the competency model using a literature review and expert interview and divides the competency model into three major factors including “core competency”, “management competency” and “specialized competency,” and further divides the three factors into 15 sub-factors in order to understand the weight ratio and importance order of the major and sub-factors.
This study adopts the fuzzy analytic hierarchy process (FAHP) method to conduct a three-level and four-combination analysis. The study reveals that mid-level managers focus core competency the most in chain service industry competency, whereas high level managers consider that mid-level managers should focus more on professional competency. It is because that there is very competitive in chain service industry development process, with strict requirements for professional competency can improve product and service quality. It usually takes some time for developing chain franchises for a certain scale. If there is lack of profession, it will lead to decline service process and quality and hugely impact the company. High level managers emphasize on “integrity”, “branch management”, and “target execution”, while mid-level managers consider that high level managers should focus on “integrity”, “franchise development”, and “target execution”. It is also shown that there is a disagreement between mid-and high-level managers that whether it is better to do internal branch management or develop franchises. High level managers focus on internal managers while mid-level managers focus on external development. It can be a reference for chain industry recruitment, selection, training middle-high level managers and successor from the next generation by establishing job division, work content, and corresponding competency projects and analysis each task relatively importance level for middle high level managers in chain service industry. Through expert interviews, AHP, and Fuzzy analysis to understand how organizations work in the middle high level managers’ competency contents and provide a reference for companies to introduce the implement of competency development.

摘  要 I
ABSTRACT III
目  錄 V
圖目錄 VI
表目錄 VII
第一章 緒論 1
第一節 研究動機及背景 2
第二節 研究目的 5
第二章 文獻探討 6
第一節 職能的定義與分類 6
第二節 中高階主管角色與職能關係 12
第三節 職能與組織績效之關聯性 14
第四節 連鎖服務業定義與發展 17
第三章 研究方法 20
第一節 研究流程 21
第二節 研究對象 22
第三節 AHP研究問卷設計 22
第四節 資料分析方法 25
第四章 資料分析與探討 34
第一節 專家訪談結果 34
第二節 資料層級分析(AHP) 34
第三節 模糊層級分析MATLAB運算結果 39
第五章 結論與建議 57
第一節 研究發現與管理意涵 57
第二節 研究建議 60
參考文獻 62
附錄:連鎖服務業中高階主管職能內涵層級結構問卷 65
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