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研究生: 蔡麗芳
Novita Sari Tjokro
論文名稱: 透過微笑的情緒表現:飯店服務業情緒表現系統性訓練之研究
Emotional Dusplay through Smile: A System Approach to Cteate Systematic Emotional Display Training Program in the Hotel Industry
指導教授: 王國欽
Wang, Kuo-Ching
學位類別: 碩士
Master
系所名稱: 餐旅管理與教育研究所
論文出版年: 2010
畢業學年度: 98
語文別: 英文
論文頁數: 111
英文關鍵詞: emotional display, systematic training program, ADDIE
論文種類: 學術論文
相關次數: 點閱:147下載:14
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  • Hoteliers are facing emotional display issues and required to be aware. The hospitality always dealing with good service attitude but sometimes they also have some problem to manage it. Managers in the hospitality industry should have a key concept to control their emotional and also be willing to train their staff. An emotional display training program is needed in order to prepare employees for control their own emotion.
    This study attempts to explore the key elements of emotional display and smiling, afterwards to create a systematic training program for employee emotional display in the hotel industry in Taiwan. To obtain our research objective, first of all in-depth interviews conducted from both the hotel trainers and employees. Four trainers and four employees from international tourist hotels invited for eliciting the elements of a systematic emotional display training program. Second, after analyze the in-depth interview using content analysis present study designed the basic systematic emotional display training program. The result of present study will be useful for both managerial and future research direction.

    INTRODUCTION 1.1 Research Background……………………………………1 1.2 Research Problem……………………………………….4 1.3 Research Purpose……………………………………… 6 1.4 Research Flow……………………………………………7 II. LITERATURE REVIEW 2.1. Emotional Display in the Workplace………………8 2.1.1. Definition of Emotional in the Workplace……8 2.1.2. Smiling……………………………………………… 9 2.2 Training………………………………………………….10 2.2.1. Definition of Training……………………………10 2.2.2. Training Methods and Techniques………...……11 2.2.3. Training Tools………………………………………13 2.2.4. Systematic Training……………………………… 15 2.2.4.1. Systematic Training in the Hotel Industry 15 2.2.4.2. Definition of Systematic Training………… 15 2.2.4.3. Variety of Systematic Training………………15 2.2.5. Non-Systematic Training……………………….…33 2.2.5.1. Framework of Non-Systematic Training …… 34 2.3. Variety of Evaluation Framework……………… 37 III. RESEARCH METHODOLOGY 3.1. In-depth Interview……………….………………… 39 3.2. Question for in-depth interview………………… 41 3.3. Construction and Validity of In-depth interview question.. 45 3.3. Content Analysis………………………………………45 3.3.1. Content Analysis Technique………………………46 IV. DATA ANALYSIS 4.1. Member checking Result………………………………47 4.2. Content Analysis Flow……………………………… 48 4.3. Unit of Analysis………………………………………49 4.4. Development of Analysis and Validity……………49 4.5. Five Core Elements for Designing the Emotional Display Training Program…………………………………….......50 4.5.1. Employees of International Tourism Hotels in Taiwan… 51 4.5.2. Trainers of International Tourism Hotels in Taiwan......... 60 4.6. Development of systematic emotional display training......... 83 V. DISCUSSION AND CONCLUSION 5.1. Conclusion…...…………………………………………93 5.2. Research contribution for future research………94 5.3. Suggestion and limitation……………………………94

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