餐饮业基层服务管理人员胜任力模型的建构 - 以XY餐饮有限公司为例

The construction of competency model of the service management in catering industry -- a case study of XY catering Co., Ltd.

摘要:(摘要内容经过系统自动伪原创处理以避免复制,下载原文正常,内容请直接查看目录。)

本研讨起首商量了建构餐饮业下层办事治理人员的胜任力模子的主要意义,其次归结了胜任力的研讨实际、树立胜任力模子的办法和有关本岗亭胜任力模子的研讨,经由过程对12位绩效优良者和8位绩效普通者停止行动事宜访谈,对访谈文本停止编码,取得任务义务详目表和任务义务模子:再次依据胜任力辞书将任务要素转化为胜任力要素,并年夜量发放16PF问卷,将构成的胜任力检核表初稿请专家停止删选,构成胜任力检核表定稿;最初年夜样本发放胜任力检核表定稿,对问卷停止统计处置,获得树立起来的餐饮业下层办事治理人员胜任力模子。应用构造方程模子,得出每一个胜任特点对其所属的胜任特点群的关系和各胜任特点群之间的关系,而且模子的构思效度优越,模子稳固。得出的14个胜任力因子可以归纳综合为3个胜任特点群,各个胜任特点群称号和所包括的胜任特点因子以下:引导力特点,包含监控、团队整合、人际沟通、履行才能、成绩处理和鼓励;人格立场特点,包含自我掌握、办事导向、造诣导向和层次性;常识技巧特点,包含任务技巧、存眷细节、专业常识和信息剖析。本研讨丰硕了胜任力模子的建构办法,所得出的餐饮业下层办事治理人员胜任力模子为其岗亭人员雇用、培训、绩效治理等供给主要的现实运用价值。

Abstract:

This study first discuss the main meaning construction of catering service personnel lower competency model, then summarizes the competency research theory, establish the competency model and the relevant research of this post competency model, through the process of 12 excellent performance and 8 performance general stop action matters interview, stop encoding the interview text, made detailed list and task task models: again based on competency dictionary task elements into competency elements, and a large number of 16PF issued a questionnaire, will constitute the competency checklist draft please stop experts selected, a competency checklist was initially issued large samples; the competency checklist of the questionnaire finalized, statistical disposal, get set up catering service personnel competency model layer. The application of structural equation model, obtains each competency the competency and the competency characteristics of group relationship between groups and relationship characteristics, model validity is superior, stable mold. That 14 competency factors can summarized as three competency group, each competency group title and the competency factors are as follows: the guiding force characteristics, including monitoring, team integration, interpersonal communication, performance ability, achievement and encourage; personality to the stand characteristics and contains self mastery, service orientation, achievement orientation and level; knowledge and skills characteristics, containing task skills, attention to details, professional knowledge and information analysis. This research enrich competent force model construction method, derived from the food and beverage industry grass-roots Services Administrator competent force model for the booth staff recruitment, training, performance management and supply the main practical application value.

目录:

中文摘要4-5
Abstract5-6
1. 引言7-9
2. 关于胜任力研究的文献综述9-22
    2.1 胜任力溯源、概念和分类9-12
        2.1.1 胜任力的溯源9
        2.1.2 胜任力定义9-12
    2.2 胜任力模型的建立12-18
        2.2.1 胜任力模型概念12-13
        2.2.2 胜任力理论模型13-15
        2.2.3 胜任力模型建立方法15-18
    2.3 胜任力模型研究与应用18-22
        2.3.1 国内胜任力的研究方向18-19
        2.3.2 餐饮业基层服务管理人员胜任力模型的相关研究19-22
3 研究设计与技术路线22-28
    3.1 研究的价值22
        3.1.1 组织方面22
        3.1.2 个人方面22
    3.2 概念界定22
    3.3 研究目标22-23
    3.4 研究假设23
    3.5 研究所要突破的问题(创新点)23
    3.6 研究过程23-28
        3.6.1 被试23-25
        3.6.2 研究工具25-26
        3.6.3 研究方法26
        3.6.4 研究过程26-28
4. 结果与分析28-53
    4.1 工作任务分析结果28-32
        4.1.1 开放编码结果28-30
        4.1.2 主轴编码结果30-32
    4.2 访谈长度分析32
    4.3 问卷(16PF人格问卷)统计结果32-34
        4.3.1 被试的选择32-33
        4.3.2 人格特征的差异分析33-34
    4.4 专家意见结果34
    4.5 胜任特征检核表的结果分析34-53
        4.5.1 信度分析34-35
        4.5.2 胜任特征的探索性因子分析35-38
        4.5.3 胜任特征的相关分析38-40
        4.5.4 胜任特征关系的结构方程模型40-53
5. 讨论与结论53-58
    5.1 讨论53-57
        5.1.1 各种数据收集方法在建模过程中的综合应用53-54
        5.1.2 餐饮业基层服务管理人员工作任务模型向胜任力模型转化54
        5.1.3 餐饮业基层服务管理人员胜任力模型研究结果的合理性54
        5.1.4 餐饮业基层服务管理人员胜任力模型结果的讨论54-57
        5.1.5 研究不足与展望57
    5.2 结论57-58
参考文献58-61
附录一61-62
附录二62-64
附录三64-67
附录四67-70
致谢70-71
攻读硕士学位期间发表的学术作品71-72