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研究生：	解文玉
論文名稱：	餐旅從業人員對臺灣餐旅英語使用需求及表現看法之研究 Needs and Performance in Hospitality English in Taiwan as Perceived by Hotel Practitioners
指導教授：	周中天 Chou, Chung-Tien
學位類別：	博士 Doctor
系所名稱：	英語學系 Department of English
論文出版年：	2009
畢業學年度：	97
語文別：	英文
論文頁數：	309
中文關鍵詞：	餐旅英文、旅館英語、專業英語、需求、表現
英文關鍵詞：	Hospitality English, Hotel English, ESP, Needs, Performance
論文種類：	學術論文
相關次數：	點閱：233 下載：15
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摘要

拓展臺灣觀光產業是國內經濟發展之重要政策。英語為世界各國之重要溝通語言，在提昇觀光產業、尤其是國內觀光飯店服務品質上，英語更是扮演著舉足輕重之重要角色。本研究以質量並重之方式，來探討國際觀光飯店前場員工及經理，對員工工作上英語需求及表現之看法做一研究。所收集之資料除有問卷調查及訪談外，亦有新進員工之英語學習日誌做分析。回收之有效問卷分別來自客務部、房務部及餐飲部之前場員工(601份)及經理(112份)。回收之問卷以次數、百分比及費雪精確檢定模式(Fisher's exact test)之方式，比較員工及經理之間、及部門間之相似和差異之處。訪談及日誌之質性資料則以持續比較分析法(constant comparative method of analysis) ，並配合量化結果加以分析及進行解釋。本研究結果顯示國際觀光飯店之經理和員工，對英語使用需求之看法極為相似。針對員工英語表現之評估，經理的滿意度比員工自我評估滿意度為高。雖然經理和員工都表示英語之聽、說、讀、寫能力對工作上都非常重要，但聽與說之使用頻繁度卻高於讀和寫，同時員工之能力表現也較好。數位工作二十年以上之資深經理更指出:讀於工作上雖不若聽與說來的頻繁，但廣泛閱讀相關英文文章則可增加員工之知識，並增加與客人互動之深度與廣度，進而提升了服務之水準與品質。兩組皆認為員工於工作上使用肢體語言之情形頗為需要而且亦表現不錯，但對跨文化之認識與瞭解卻需求不多，同時亦是表現最弱之一項。研究結果亦顯示雖然客務部經理與員工對各項英語使用之需求與表現看法一致，但其看法卻與房務部及餐飲部之經理與員工看法差異頗大。本研究結果除能對國際觀光飯店前場員工及經理之英語使用及員工英語之表現能瞭解外，對飯店員工之英語訓練課程內容之設計亦有助益。此研究結果同時對增進臺灣國際觀光飯店服務品質亦有實質之幫助，對將來有興趣從事相關之研究者，亦提供了重要之參考資料。

ABSTRACT

Promoting tourism is part of national economic policy in Taiwan and thus there is an inherent need to attract and cater for more overseas visitors. Since English is the lingua franca of international communication, it must have a prime role to play in the delivery of quality service in the hospitality industry in which international tourist hotels are a key sector. However, an examination of the literature about such venues in Taiwan, especially the front-of-house services offered within them, reveals a dearth of information concerning the English needs of employees are and how they successfully perform with the language. This study addresses aspects of the subjects, using quantitative and qualitative means to discover what perceptions hotel staff as a group and hotel division managers as a group hold about the importance for job success of various linguistic needs and performance. Questionnaire surveys were used to collect quantitative data from more than 603 front-of-house staff and 112 division managers, while qualitative data were culled from semi-structured interviews with 52 managers, from informal post-questionnaire interviews with a number of front-of-house staff and from workplace English learning diaries kept by four newly-appointed staff members from day one in their different posts. Fisher’s exact test was employed to measure the gaps between the perceived needs and performance, staff versus management and department versus department. The qualitative data were subjected to a constant comparative method of analysis. The results indicated that both groups showed a degree of generosity in assessing staff performance, with management expressing more satisfaction than staff themselves did. Though listening, speaking, reading and writing were all considered important for the job, both groups rated need for and performance in the first two more highly. Reading, however, was regarded for the way it broadens staff knowledge of the world and adds in turn to the width and depth of service quality. Among the common listening and speaking situations, listening to and responding to guest enquiries came top, both as need for and as satisfaction with performance. Cross-cultural understanding, however, was considered weakest in performance. Perceptions in the Front Office were shared by management and staff alike, but vary from those in the Housekeeping and Food and Beverage Departments. The results help to inform about and then explain the similarities and differences of view that staff and management hold concerning needs and performance. They also provide a practical basis for improving service quality and for tackling further issues relating to English language use in hotel sector.

TABLE OF CONTENTS

Abstract…………………………………………….…………………………………i
Acknowledgements.......................................................................................................iv
Table of Contents...........................................................................................................v
List of Tables…………………………………..………………………………....……x
List of Figures……………………………………………………………….........….xii

CHAPTER ONE: INTRODUCTION …………………..………………………….1
1.1    The Hospitality Industry in Taiwan……….……………………..………..........…2
1.2    Common Hotel Features and Hospitality Service Cycle………………………….4
1.3    Purpose of the Study and Research Questions…………….………...……………6
1.4    Delimitation of the Study........................................................................................9
1.5    Significance of the Study ……………............……………………..…………....10
1.6    Definition of Terms…………..……………............………….…………………11
1.7 Organization of the dissertation.............................................................................13

CHAPTER TWO: LITERATURE REVIEW………….……………………….14
2.1    English for Specific Purposes………………………............……………………15
    2.1.1    Defining ESP…………………………………..............................……...15
    2.1.2    Classifications of English for Specific Purposes…………..............…….18
    2.1.3    Relationship of General and Specific English in the Workplace...............19
2.2    Needs Analysis and Performance Assessment……………….........….…….…...20
    2.2.1    Essential Components in Needs Analysis……………..........…………....21
2.3    Language Performance Assessment…………………………..........……….…...25
    2.3.1    Performance versus. Competence ……………..........….………….…….26
    2.3.2    Performance Assessment……………………….........…………….…….26
2.4    Features and Characteristics of Hotel English ……………..........……………..28
2.5    Framework Underpinning the Present Study…………………............………….33
        2.5.1  Components in Communicative and Specific Purpose Language                    Ability……………………………….……………….................………..34
    2.5.2    Workplace English Performance Assessment…………...…….......…..…38
            2.5.2.1 Language Competence………………..…………............……….38
            2.5.2.2 Pragmatic Competence……………….…………….............…... 40
            2.5.2.3 Strategic Competence ……………….………………..............…42
            2.5.2.4 Psychophysiological skills ………..………………….............….43
2.6    Chapter Summary………..……………………………………………...............45

CHAPTER THREE: METHODOLODY…………………………………………47
3.1    Research Questions…………………………………………..…….....….............47
3.2    Selection of Target International Tourist Hotels…………..….…..…..................48
3.3    Participants………………………..…………………….…………..............…...51
    3.3.1    Front of House Staff………...………………............…………...…..…51
            3.3.1.1    The Front Office……………..…………..................…….…..…51
            3.3.1.2    The Housekeeping Department…………....…..............…..……52
            3.3.1.3    Food and Beverage Division…………………...............…….…54
    3.3.2    Management………..………………...……............…………………..…55
3.4    Instruments…………..………………………............……………….................56
    3.4.1    Quantitative Instruments: Questionnaire Surveys…...…...............………57
            3.4.1.1    Pre-questionnaire Construction interviews…….……............…..58
            3.4.1.2    Reliability and Validity of the Questionnaires..….................…..61
                    3.4.1.2.1 Reliability......................................................................61
                    3.4.1.2.2 Validity..........................................................................62
            3.4.1.3    Phases of Questionnaire Revisions and Pilot Tests……....…..…65
            3.4.1.4    Content of the Final Version Questionnaire…………….....……72
             3.4.1.5     Reliability and Validity of the Final Version  Questionnaire......75
                    3.4.1.5.1 Reliability…………........................………...……...…75
                    3.4.1.5.2 Validity ……....………….……………………………76
    3.4.2    Qualitative Instruments…….......……………………………………...…78
            3.4.2.1    Semi-Structured Interviews……....……………………………..79
            3.4.2.2    Workplace Language Learning Journal…..................…………..80
            3.4.2.3    Informal Interviews with Front-of-House Staff……..............…..82
            3.4.2.4    Reliability and Validity of the Qualitative Data…...................…82
                    3.4.2.4.1    Validity........................................................................84
                    3.4.2.4.2    Reliability….................................................................85
3.5 Data Collection Procedures…………………..............………………….….……87
3.6 Data Analysis………………………….…..................……………………......…88
    3.6.1    Quantitative Data Analysis........................................................................89
    3.6.2    Qualitative Data Analysis..........................................................................91
3.7    Chapter Summary…………..…………………….……………………….……..95

CHAPTER FOUR: RESEARCH FINDINGS……..………...……………………96
4.1    Quantitative Results.............................................................................................98
    4.1.1    Profiles of the Respondents…….............................……………………..99
            4.1.1.1    Profiles of the Management Respondents………....………..…102
            4.1.1.2    Profile of the Staff Respondents…………........…………….…103
            4.1.1.3    Summary of the Respondents’ Profiles ………....….…………104
    4.1.2    Findings of Research Question One: Perceptions of Needs …...............105
            4.1.2.1    Research Question 1(a): Needs Perceived by the Management.106
            4.1.2.2    Research Question 1(b): Needs Perceived by the Staff...............110
            4.1.2.3    Research Question 1(c): Similarities and Differences Perceived
                         by the Management and the Staff..............................................114
            4.1.2.4    Research Question 1(d): Variations by Hotel Department in the
                    Perception of English Needs........................................................121
                    4.1.2.4.1    Comparison of the Management and Staff Perceptions
                                by Department……...……….................……............121
                    4.1.2.4.2    Inter-Departmental Comparison of the Management
                             Perceptions of Needs…….…………...…..................124
                    4.1.2.4.3    Inter-Departmental Comparison of the Staff
                            Perceptions of Needs ……………………….........…127
    4.1.3    Findings of Research Question Two: Perceptions of Performance..…129
            4.1.3.1    Research Question 2(a): Management Perceptions of the Staff
                    Performance................................................................................129
            4.1.3.2    Research Question 2(b): Staff Perceptions of Self-Performance
                    .................................................................................................…133
        4.1.3.3    Research Question 2(c): Similarities and Differences Perceive
                by the Management and the Staff...............................................136
            4.1.3.4    Research Question 2(d): Departmental Variations of Management
                    Perceptions Regarding staff Performance..................................145
                    4.1.3.4.1    Departmental Comparison for the Management and the
                            Staff Perceptions of Performance…………..............145
                     4.1.3.4.2     Comparison of the Management Perception of
                            Performance by Departments.....................................148
                    4.1.3.4.3    Inter-Departmental Comparison of Staff Perceptions
                                 of Performance...........................................................150
   4.1.4 Findings of Research Question Three: Gaps between Needs and
         Performance.....................................................................................................152
            4.1.4.1    Research Question 3(a): Gaps perceived by the Management...153
            4.1.4.2    Research Question 3(b): Gaps perceived by the Staff................162
            4.1.4.3    Results for Research Question 3(c): Similarities and Differences
                    of the Perceived Gaps between the Management and the Staff...171
            4.1.4.4    Research Question 3(d): Departmental Variations......................180

                    4.1.4.4.1     Departmental Variations Perceived by the
                            Management...............................................................181
                    4.1.4.4.2    Departmental Variations Perceived by the
                            Staff............................................................................188
4.2 Qualitative Results...............................................................................................195
    4.2.1 Summary of Interviews with Managers......................................................195
    4.2.2 Summary of Learner Diaries……………………..……...........................205
4.3 Chapter Summary………………………….........................................................212

CHAPTER FIVE: DISCUSSIONS AND CONCLUSIONS................................214
5.1 Summary of Major Findings and Discussions……………………….................214
5.2 Conclusions………………………......................................................................229
5.3 Recommendations for Future Studies…………..............................……………232

RERERENCES……………………………………………………………………235

APPENDICES………………………………………………………………….…244
Appendix A…………………………………………………….………………..….244
Appendix B…………………………………………………….…………………247
Appendix C…………………………………………………….…………………...254
Appendix D…………………………………………………….…………………...258
Appendix E…………………………………………………….…………………...262
Appendix F…………………………………………………….………………..….266
Appendix G…………………………………………………….………………..….270
Appendix H…………………………………………………….……………..…….273
Appendix I…………………………………………………….………………..….275
Appendix J…………………………………………………….………………..….278
Appendix K…………………………………………………….…………………...279
Appendix L…………………………………………………….………………..….280
Appendix M…………………………………………………….……………..…….281
Appendix N…………………………………………………….…………..……….283
Appendix O…………………………………………………….……………..…….285
Appendix P…………………………………………………….………………..….287
Appendix Q…………………………………………………….………………..….289
Appendix R…………………………………………………….………………..….291
Appendix S…………………………………………………….………………….293
Appendix T…………………………………………………….………………..….295
Appendix U…………………………………………………….………..………….297
Appendix V…………………………………………………….……………..…….299
Appendix W…………………………………………………….…………….…….301
Appendix X…………………………………………………….………………..….303
Appendix Y…………………………………………………….………………….305
                                

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