利用教育訓練推動內部行銷與工作表現提升之關聯性－以餐飲業為例

The Related Property Education and Training Program to Promote the Internal Marketing of Enhancing Job Satisfaction-In Food and Beverage Industry

10.29916/JMPP.201409_8(3).0007

駱俊賢(Chun-Hsien Lo)；劉長敏(Chang-Min Liu)

餐飲業 ； 內部行銷知覺 ； 工作表現 ； food and beverage industry ； internal marketing perception ； job performance

管理實務與理論研究

8卷3期（2014 / 09 / 01）

91 - 105

繁體中文

餐飲業是以「人」為主的產業，員工除了需要具備專業外，也需與顧客高度接觸，且其優質服務的提供來自於員工的工作表現，而餐廳的經營與發展則有賴於服務人員的專業、用心及高水準服務品質締造高生產力。換言之，員工是餐飲組織中最為重要的資源，其在經營的活動方面，每位員工均需發揮出高水準的服務，才能使顧客滿足。本研究探討國際連鎖飯店與本土連鎖餐飲業之服務人員透過教育訓練推動內部行銷的知覺來看工作表現的差異。最後，建議業者能讓員工清楚自己工作表現的評估方式，並可以採取主管及顧客票選，公司方面可藉由票選結果獎勵工作表現最佳之員工，並肯定員工之工作表現予以獎勵，除了激勵員工之工作士氣外，相對也能藉由主管及顧客的肯定中確立自己工作的價值。

Employees need to have a professional in food and beverage industry, but also demand a high degree of contact with the customer, and the service is provided from the performance of their staff, and restaurant management and development are dependent on professional services personnel, intentions and to create a high standard of service quality and productivity. In other words, employees are the most important restaurant organization resource, its business activities; each employee is required to play a high standard of service to make the customer satisfied. This study investigated the differences in the performance of international hotel chains and local chain restaurant industry's service personnel to promote education and training through internal marketing perception point of view. Finally, we recommend the industry to make employees aware of their job performance assessment methods, and can take the best employees and customers voted in charge, the company could reward performance aspects by poll results and the performance of certain employees will be awarded, in addition to motivating employees the morale, the relative can establish by competent and customer affirmation of the value of their work.

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