該改頭還是換面？五星級商務飯店裝修要項之探索

What to Renovate? Exploring Critical Renovation Items in a Five-star Business Hotel

10.6213/JLRIM.2017.10(2)1

唐伯川(Po-Chuan Tang)；蕭佳琳(Chia-Lin Hsiao)；王國欽(Kuo-Ching Wang)

五星級飯店 ； 商務飯店 ； 裝修要項 ； 內容分析法 ； five-star hotel ； business hotel ； critical renovation items ； content analysis

休閒產業管理學刊

10卷2期（2017 / 09 / 01）

1 - 28

繁體中文

全球供應鏈及專業分工造就了頻繁的商務旅行，世界各主要經濟及工業城市對於商務飯店的需求與日俱增，新飯店的投資與興建正方興未艾。許多老商務飯店在面臨新飯店的競爭與威脅時，不得不採取裝修作為提升市場競爭力的重要策略。然而在資源有限的情況下，如何決定商務飯店裝修範圍與項目已成為業界亟欲克服的重要決策問題。過去有限的飯店裝修相關文獻卻未見針對此一議題進行探究。本研究率先以質性研究方法為基礎，並以即將進行裝修前的五星級連鎖商務飯店為研究對象，進行裝修要項之分析。為瞭解飯店裝修利害關係人對於裝修項目的看法，本研究進行含：業主、總經理、建築師、營造商、設備供應商等曾從事飯店裝修的7位專家之深度訪談，以及8位飯店資深員工、5位商務常客之焦點群體訪談。訪談內容主要以自身經驗與專業表達商務飯店應裝修的要項。訪談逐字稿複核後，隨後進行內容分析法分析。透過3位飯店經營管理相關專家學者所擔任的評判人歸納分析後，共獲得研究對象五星級商務飯店的12個裝修構 面及其所屬475個裝修重要項目與優先順序，其中客房裝修須強調休息與工作之雙重機能，飯店大廳裝修需注重動線順暢及休息會客的舒適度，為重要有趣之發現。本研究結果可提供星級商務飯店建立具體且客觀之裝修要項，做為重要決策參考。

With limited resources, how to effectively decide renovation scope and items has become a critical issue in the business hotel industry. In order to explore these critical hotel renovation items, this study developed a decision analysis process, and conducted an empirical study of a five-star business chain hotel prior to renovation. This study collected renovation opinions from various stakeholders via in-depth interviews and a focus group, including 7 members of the renovation team, 8 senior hotel staff, and 5 frequent customers. The verbatim transcriptions were analyzed using content analysis. Based on the conclusions of 3 experts in the field of hotel administration, 12 renovation categories and 475 critical renovation items were produced. In terms of findings, of particular interest and importance were the ideas that guest room renovation should unite the concepts of rest and work; while renovation of lobbies and public areas should stress unhindered movement and comfort. This study provides practitioners with an objective reference for important decision-making during the process of selecting renovation items for a business hotel.

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