Improving Hospitality Education Quality with the Concept of Stakeholder Management

以利害關係人管理概念來改進餐旅教育品質之做法

10.6572/JHHE.2(4).1

郭珍貝(Chen-Pei Kuo)

餐旅教育 ； 利害關係人 ； 品質管理 ； Hospitality Education ； Stakeholders ； Quality Management

餐旅暨家政學刊

2卷4期（2005 / 12 / 01）

473 - 484

英文

由於教育環境的改變，教育與商業已不再是兩個全然不相關的產業。事實上，教育的本質可以視爲是不同利害關係人在教育中因有不同需求與供應而衍生出來的一種彼此依存的關係網路。以國內近年來興盛的餐旅教育爲例，餐旅教育的本質是專業知識與專業技術應用於餐旅產業的教育。它的教育品質會受到學生學習動機、教師教學能力與業界資源如提供實習機會、就業機會、課程協助設計等影響。因此，在商業領域中所經常探討的分析與滿足利害關係人的概念；便可引用在有賴各方資源支持與協助的餐旅教育品質管理中，以協助國內外設有餐旅教育之科系做爲改進其品質管理的參考。這篇論文首先介紹餐旅教育品質改進的三個主要概念：定義利害關係人、分析利害關係人之間的認知與期望差距以及利害關係人的關係管理。利害關係人對餐旅教育在課程設計與課程執行有如水可載舟亦可覆舟的影響。因此，得到利害關係人對餐旅教育的支持承諾是一起努力改進餐旅教育品質的主要動力。設有餐旅教育相關科系的學校，應思考除滿足教育部制式評鑑指標的品質改進模式外，以利害關係人管理模式改進餐旅教育品質也是另一個可爲的途徑。對於如何與利害關係人建立良好的關係，本文也亦提供建議以供參考。

Education and business should no longer be seen as two distinct worlds. In fact, the education service can be viewed as a network of exchanges built up by inter-relations and interdependence between a number of stakeholders. Take the newly launched hospitality education in Taiwan as an example; it is a subject for educating professional knowledge and skills to work in the hospitality industry. The quality of hospitality education is affected by students' learning motivations, teachers' teaching competency and the industry's supports such as offering internship and employment opportunities and assisting the curriculum design and so on. Therefore, the concepts learned from the business sector in regard to satisfying needs and wants of stakeholders can be of use in the improvement of education quality. To improve quality in hospitality education strategically, this paper introduces the key elements of quality management: identifying stakeholders; analyzing the 'gaps' between stakeholders' perceptions and expectations; managing the relationships with stakeholders. It is believed that the driving force behind quality in hospitality education lies in the commitment of those who have influence on the curriculum design and curriculum delivery. Therefore, the hospitality institution should aim to improve the quality of its own relationships with the stakeholders. In regard to ways to establish positive relationships between stakeholders, this paper also proposes some suggestions in the end of the paper. Although hospitality education has been selected as the focal point in this study, the ideas that emerge in this paper can also be applied to stimulate research on tourism education and other related sectors and education fields.

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