人力派遣服務業於台灣觀光旅館業之角色扮演與應用

The Role of Labor Dispatch Agencies in Hospitality in Taiwan

10.6267/JTLS.2009.15(1)4

賴佩均(Pei-Chun Lai)；陳琪婷(Chi-Ting Chen)；賴宏昇(Hung-Sheng Lai)；林書婷(Su-Ting Lin)

人力派遣 ； 旅館管理 ； 焦點團體法 ； labor dispatched agency ； hospitality management ； focus groups

觀光休閒學報

15卷1期（2009 / 04 / 01）

69 - 88

繁體中文

人力派遣服務業為行政院經建會(2004)所選定之十二項重點發展產業之一，本研究藉由質性研究方法之焦點團體訪談輔以深度訪談來探討人力派遣服務業於台灣旅館業之角色扮演與應用，並著重於此一派遣三角關係的討論。本研究擷取15位受訪對象的實證資料得知：旅館為了因應住房或餐飲服務的需求波動性，傾向以彈性勞動力來支援其需求，然而卻因為對人力派遣不暸解，故主要還是以外包或是與學校建教合作等較熟悉的方式來運用彈性人力。此外，本研究發現在旅館與派遣企業合作之供需關係中，幾乎所有的派遣企業皆藉由「溝通及資訊傳遞」來奠基與旅館之間的合作關係。最後，本研究發現台灣觀光旅館所使用的派遣員工大多數以學生族群、有子女或長輩需照顧的婦女、退休的旅館職員及初入職場者為主，他們之所以加入的原因則為工作本身的彈性及家庭因素；而派遣員工在旅館執勤時，則會遇到「投訴無門」的無奈，此狀況也衍生出派遣員工於旅館流動率極高的問題。

Labor dispatch industry (employment agency) has been selected as one of the twelve industry sectors in the government's ”Guidelines and Action Plans for Service Industry Development” in 2004. Through qualitative research methods, in terms of focus group and in-depth interviews, this research aims at understanding the triangular relationship among labor dispatch agencies, client hotels and agency workers. The research data gathered from 15 informants indicates that hotels tend to use labor flexibility in reaction to demand fluctuation in accommodation and food services. However, the empirical evidence shows that Taiwan hoteliers are in doubt of the application of using employment agencies, as well as often confusing it with outsourcing operations. Furthermore, most employment agencies suggest well-communication as main technique while building up a long-term partnership between hotels and themselves. Finally, but not lastly, hotel agency labor are mainly consist of student workers, female staff with family obligation, retired hotel employees and fresh graduates. The flexibility given by dispatched work attracts them to work under this work arrangement. However, agency workers often come across a dilemma of unclear responsible supervision between both client hotel and employment agency. As a result, issues of agency workers' high turnover rate are raised in the hotel industry.

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