| 摘要: | 連鎖便利商店店長，作為各店舖的最高管理者，該具備什麼樣的職能才能有效的管理經營店舖，並且在連鎖體系的統一管理模式下，直營與加盟店店長各自具備的職能將有什麼樣的差異，因此本研究將探討連鎖便利商店店長之職能，並確認連鎖便利商店店長的工作內容，最後分別比較直營與加盟店店長的職能差異，期望能夠使各店長能夠發揮優勢或減少不足職能項目，並且作為未來連鎖便利商店對於店長職的招募與培訓之參考。
本研究採質化研究之深度訪談法，訪談連鎖便利商店直營店長與加盟店長各7位，將其的訪談內容整理歸納並以紮根理論分析得出以下結果：
一、 連鎖便利商店店長之必要職能：「溝通表達」、「指導培訓員工」、「團隊工作」；充分職能項目：「危機處理」、「目標管理」、「人員配置」、「銷售及利潤管理」，其中連鎖便利商店直營店長之必要職能為「溝通表達」、「團隊工作」、「危機處理」，充分職能為「指導培訓員工」、「人員配置」、「店舖環境管理」；連鎖便利商店加盟店長之必要職能為「溝通表達」、「指導培訓員工」，充分職能為「團隊工作」、「危機處理」、「銷售計畫」、「銷售及利潤管理」。
二、 本研究將直營店長與加盟店長之必要職能與充分職能，得出四項差異較大之差異職能為：「人員配置」、「店舖環境管理」、「銷售計畫」及「銷售及利潤管理」。
What kind of competencies does a manager of chain convenience store who is the highest manager in various convenience stores should own? Besides, what are the differences of competencies between a manager of regular chain convenience store and a manager of franchisee convenience store when they are in the same chain system? Thus, this study will research the competencies of a manager of chain convenience store, and confirm the job tasks and contents. Finally, the research will compare the dissimilarities of competencies of a manager who works in a regular chain convenience store with a manager who works in a franchisee convenience store. It hopes different managers can develop their advantages and decrease the gap of competencies. Also, it can become the reference for recruiting and training managers of chain conveniences in the future.
This study took the in-depth interview of qualitative research. The interviewees were seven regular chain and seven franchise managers. After collecting, organizing, and generalizing fourteen interviewees’ contents of interview, this study also adopted grounded theory. The two outcomes of analysis are as follow:
1. The necessary competency for chain convenience store managers contains communication expression, guidance and training for staff, and teamwork. The full competency includes crisis management, goal setting, staffing, sales and profit management. In addition, the necessary competency for a chain convenience store manager involves communication expression, teamwork, and crisis management. The full competency contains guidance and training for staff, staffing, store environmental management. ; The necessary competency for a franchise convenience store manager includes communication expression, guidance and training for staff. Additionally, the full competency involves crisis management, teamwork, sales plan, and sales and profit management.
2. This study researches the necessary and full competencies between a manager of regular chain convenience store and a manager of franchisee convenience store. It discovers the most different competencies are staffing, sales plan, and sales and profit management. |
