| 摘要: | 目前國內的國際觀光旅館已達70家，觀光旅館對員工及管理人才須求更殷。但由於旅館工作有其特殊性，如輪班制、工作時間長、約束時間長（跨班制）、勞力密集、工作負荷大、角色衝突、低技術使用、薪資結構偏低等，造成員工對工作的壓力與挫折，成為流動率高的行業。此流動現象不僅存在基層員工，中、高層主管亦然。有很多餐廳經理人員因壓力過大而離職之事例俯拾皆是，更甚者，餐廳員工一般女性多過男性，但到了高級管理階層，男性經理人還是多過女性經理人，顯然至今還有性別不平等的存在，通常表現在薪資待遇、考績、升遷、培訓方面上，這種現象也是促成離職率高的原因之一，亦帶給企業莫大的損失與影響。
本研究主要從工作壓力、性別歧視知覺、離職傾向，深入剖析其相互間關鍵影響因素，主要採用多準則決策模式（Multiple Criteria Decision Making, MCDM），首先回顧相關文獻，定義旅館餐飲部經理的工作壓力評估體系，並透過「德爾菲法（Delphi Method）」的操作，歸納並篩選評估壓力因素的明確準則，其次，藉由決策實驗室分析法（DEMETEL）進行壓力評估系統準則彼此間的關聯程度，以建構國際觀光旅館餐飲部經理壓力評估系統多準則分析架構；而為計算每一評估準則於「多準則決策分析」問題中之權重，本研究進一步導入DANP（DEMETEL bass ANP）以計算評估準則間具有相互影響關係時各準則之權重。由研究分析內容可得知評估系統的三大要素與11項評估準則間影響關係、優先等級以及關聯程度，將可做為旅館內部管理改進之參考，俾促成旅館企業創造更好形象與獲利能力。
In consequence of the characteristics of hotel work, namely, shift rotation system, extended working hours and binding time (cross-shift practice), labor concentration, overload work, conflict of roles, low-technique service, pathetically underpay structure, and so forth, making it a profession of the highest personnel flow confronting work pressure and frustrations. Such flowing phenomena exist not only among the employees of basic level but also in the middle and higher classes of staff officers. This is particularly true when it comes to the managerial personnel who have done all for business growth, employee training, execution of superior’s assignments, service quality control as well as coping with customers’ complaints with exhausting mind and strength. Whereas nothing is uncommon for many restaurant managerial personnel to leave the jobs due to excessive work pressure, in addition, there are usually more female employees than the male ones in restaurants, and the top management level is always staffed with more male managers than female ones. It is plainly visual that there is yet unequal job opportunity between men and women till date, generally seen in salary/wages rate, performance reports, promotion and reassignment, and OJT. The said phenomena contribute also to the factor of high termination ratio and causes great damage to the enterprise with effect.
This study investigates further to analyze the interrelated key effect factors mainly from work pressure, discriminative sexual consciousness and tendency of termination by adopting essentially the multiple criteria decision making (MCDM) to look back, in the first place, the related documentary references to define the appraisement system of work pressure endured by managers of restaurant departments and screen out the precision criteria from appraising work pressure elements by induction through Delphi Method. Next, the degree of interrelation among criteria of pressure appraisement system is put to work by means of DEMETEL to establish the framework of multi-criteria analysis of managerial pressure appraisement system of the restaurant departments of the international tourist hotels, and for the weight calculation of each and every appraisement criterion to analyze the “Multiple Criteria Decision Making”, this study further leads the way into DANP (DEMETEL bass ANP) to figure out the weight of each and every criterion among the appraisement criteria with relevant reciprocal influences. From the content of study analysis, we may learn of the three major factors of appraisement system and the relation of cross influence among 11 items, class of priority, and degree of interconnection of appraising criteria so as to serve as reference to improvement of internal hotel management helping the hotel business set up far better image and enhance profit-making capability. |
