研究生: |
徐雅莉 Hsu, Ya-Li |
---|---|
論文名稱: |
疫步疫腳印,探討旅館與COVID-19的共存之道 During the COVID-19, How Can the Hotels in Taiwan and in Singapore Coexisting with it? |
指導教授: |
王國欽
Wang, Kuo-Ching |
口試委員: |
林濰榕
Lin, Wei-Rong 駱香妃 Lo, Hsiang-Fei 王國欽 Wang, Kuo-Ching |
口試日期: | 2022/06/25 |
學位類別: |
碩士 Master |
系所名稱: |
運動休閒與餐旅管理研究所 Graduate Institute of Sport, Leisure and Hospitality Management |
論文出版年: | 2022 |
畢業學年度: | 110 |
語文別: | 中文 |
論文頁數: | 99 |
中文關鍵詞: | 企業風險管理 、臺灣集團式旅館 、新加坡集團式旅館 、COVID-19 |
英文關鍵詞: | Enterprise Risk Management, Hotel Groups in Taiwan, Hotel Groups in Singapore, COVID-19 |
研究方法: | 個案研究法 |
DOI URL: | http://doi.org/10.6345/NTNU202201318 |
論文種類: | 學術論文 |
相關次數: | 點閱:135 下載:28 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
回顧2020年,受COVID-19影響,臺灣觀光旅館產業規模年減32.4%,整體住用率降至38.8%。新加坡因疫情而採取的鎖國、旅遊限制等抗疫措施,對本地旅館業帶來巨大的影響,2020年訪客量僅有274萬人次。以往的災害風險並未如這次的疫情持續二年多,多數旅館業者輕忽了嚴重性,缺乏一個管理措施,造成疫情爆發時,旅館業者損失慘重。本研究以臺灣6間和新加坡2間集團式旅館做為訪談對象,以企業風險管理為架構,針對風險管理各階段採取的策略進行探究,並分析兩國疫情下各項策略的異同以及未來營運方向,經由專家分析,命名70個類別,共計得到349個分析單位。研究結果顯示:臺灣與新加坡旅館業者在疫情下管理目標主要以節流、發展新的機會為主;疫情下多數旅館認為會遇到人力資源管理風險;在評估風險上兩國主要以成立專案小組、評估客源層、對疫情的判斷;接下來擬定應對策略,兩國策略類似,主要以增加服務項目、促銷、拓展銷售通路為主。策略成效上餐飲、通路、促銷專案都取得相對較好的成效;最後未來策略方向旅館業者以多元發展、人事管理、創新、環保為主、與疫情共存。綜上所述,建議旅館業者可以思考未來再發類似情況,危機風險管理、財務管理都是需要考量的點,並且要跳脫框架創新發展,創造營收掌握機會。此外因為疫情,衛生與生活息息相關,建議旅館業者可以提供非接觸式服務體驗,許多人因為畏懼服務性質產業,怕有感染風險,人員聘用也有一定難度,因此人才管理是非常重要,也是未來旅館業者不可忽視問題。
Looking back on 2020, due to the impact of COVID-19, the scale of tourism hotel industry in Taiwan decreased by 32.4 % annually, and the overall occupancy rate dropped to 38.8%. In Singapore, due to the huge impact of the epidemic on the local hotel industry, the number of visitors in 2020 was only 2.74 million. The previous disaster risk has not been affected by the COVID-19 for more than two years. Most hoteliers have ignored the severity and lacked a management measure. Therefore, when the epidemic broke out, the hotel industry suffered heavy losses. This study takes 6 group hotels in Taiwan and 2 group hotels in Singapore as the interviewees, and uses enterprise risk management as the framework. To explore the strategies adopted in each stage of risk management, and to analyze the similarities and differences of the strategies in the two countries under the epidemic situation and future operations. After analysis by 3 experts, 70 categories were named, with a total of 349 analysis units. The results show that the management goals of group hotels in Taiwan and Singapore under the epidemic are mainly to reduce costs and develop new opportunities. The next step is to formulate coping strategies. The strategies of the two countries are similar, mainly focusing on increasing service items, promoting sales, and expanding sales channels. In terms of strategic results, catering, channel and promotion projects have achieved relatively good results. Finally, the future strategic direction for hotel operators is to focus on diversified development, personnel management, innovation, environmental protection, and coexistence with the epidemic. To sum up, it is suggested that hoteliers can think about similar situations in the future. Crisis risk management and financial management are all points to be considered, and they should jump out of the framework to innovate and develop, and create opportunities to increase revenue. Since the health of the epidemic is closely related to life, it is recommended that hoteliers can provide a non-contact service experience. Many people are afraid of the service industry and the risk of infection, so it is also difficult to hire personnel. Therefore, human resource management is very important, but the future of hotels can not be ignored the issue.
交通部觀光局 (2021,1月29日)。2021年來臺旅客來臺目的統計。取自 https://admin.taiwan.net.tw/FileUploadCategoryListC003330.aspx?CategoryID=8cecfce3-54f3-4ead-8212-24436ab03f1e&appname=FileUploadCategoryListC003330
吳思華 (2000)。策略九說:策略思考的本質。臺北市:臉譜出版社。
林佩璇 (2000)。質的研究方法。高雄市:麗文文化公司。
洪齊亞 (2021,4月18日)。從疫情看觀光產業數位發展機會。資策會產業情報研究所。取自https://mic.iii.org.tw/aisp/Reports?docid=CDOC20210401002
胡幼慧 (2008)。質性研究—理論、方法及本土女性研究實例。臺北市:巨流圖書公司。
張家銘、賴世國、李一民 (2009)。溫泉旅館業主管對企業經營風險認知之研究。臺灣體育運動管理學報,9,47-77。
張淑昭、李啟誠、謝屏 (2003)。大陸臺商集團企業策略運籌與組織運作之研究-以統一集團與頂新集團為例。商管科技季刊,4(1),91-123。
陳怡行 (2019,9月11日)。從《臺灣鐵道線路圖》,見證「鐵道萬能」的1930年代。國家發展委員會檔案管理局。取自https://www.archives.gov.tw/ALohas/ALohasColumn.aspx?c=1779
許文聖 (2010)。休閒產業分析:特色觀光產品之論述。臺北市:華立圖書公司。
陳向明 (2002)。社會科學質的研究。臺北市:五南文化公司。
陳尚盈 (2020)。從風險管理觀點看博物館的永續經營。科技博物,24(4),47-73。
晶華旗下酒店住房率名列前茅,上月營收月增兩成 (2021年01月8日)。理財網。取自https://www.moneydj.com/kmdj/news/newsviewer.aspx?a=42bca962-1273-4e18-9a8d-00df16c4e7f3
楊和利、陳伯涵 (2011)。研發行為對財務績效之影響: 風險中介效果的驗證。臺灣企業績效學刊,5(1),61-88。
葉靜芳 (2003)。中外商業銀行風險管理能力比較研究。中國農業銀行武漢培訓學院學報,4,10-13。
臺灣中央流行疫情指揮中心 (2021,5月11日)。COVID-19 疫情警戒標準及因應事項。取自https://www.cdc.gov.tw/Uploads/Files/cff51b12-5dfd-4953-86bb-f38027a17175.png
遠東酒店集團憑藉第一季勢頭帶動區域擴展(2021,4月11日)。Media OutReach。取自https://www.media-outreach.com/news/singapore/2021/04/21/74452/%E9%81%A0%E6%9D%B1%E9%85%92%E5%BA%97%E9%9B%86%E5%9C%98%E6%86%91%E8%97%89%E7%AC%AC%E4%B8%80%E5%AD%A3%E5%8B%A2%E9%A0%AD%E5%B8%B6%E5%8B%95%E5%8D%80%E5%9F%9F%E6%93%B4%E5%B1%95/
潘偉華、張紘炬、王偉權、林紀璿 (2012)。MNE深度國際化,廣度國際化,技術創新績效與知覺環境不確定性之跨層次研究。績效與策略研究,9(1),1-20。
潘淑滿 (2003)。質性研究-理論與運用。臺北市:心理出版社。
衛生福利部疾病管制署(2019)。嚴重特殊傳染性肺炎。取自 https://www.cdc.gov.tw/Disease/SubIndex/N6XvFa1YP9CXYdB0kNSA9A
鄭瑞隆 (2004)。暴力犯罪:原因、類型與對策。臺北市:五南圖書出版股份公司。
鄭燦堂 (2020)。風險管理—理論與實務。臺北市:五南圖書出版股份有限公司。
駐新加坡臺北辦事處 (2021,1月4日)。房地產分析師預估新加坡旅店業有望於本 (2021)年下半年改善。取自https://www.taiwanembassy.org/sg/post/31999.html
賴世國、李一民、張家銘 (2009)。臺灣溫泉旅館業企業風險管理應用之研究。運動休閒管理學報,6(1),78-101。
賴瑞菊 (2011)。風險可接受度探討 (未出版碩士論文)。國立中央大學,桃園市。
簡麗英 (2019)。消費者對國際連鎖品牌飯店願付價格之研究 (未出版碩士論文)。國立高雄科技大學,高雄市。
羅健銘、韓慧林、邱詩庭、尤若涵 (2018)。ISO9001風險管理實務研究。危機管理學刊,15(2),55-64。
Aigbedo, H. (2021). Impact of COVID-19 on the hospitality industry: A supply chain resilience perspective. International Journal of Hospitality Management, 98, 1-10.
Amirudin, N. R., Nawawi, A., & Salin, A. S. A. P. (2017). Risk management practices in tourism industry–a case study of resort management. Management & Accounting Review, 16(1), 55-74.
Annamalah, S., Raman, M., Marthandan, G., & Logeswaran, A. K. (2018). Implementation of enterprise risk management (ERM) framework in enhancing business performances in oil and gas sector. Economies, 6(1), 1-12.
Arena, M., Arnaboldi, M., & Azzone, G. (2010). The organizational dynamics of enterprise risk management. Accounting, Organizations and Society, 35(7), 659-675.
Bello, C., & Sensini, L. (2020). Financing decisions of SMEs in the Hotel Industry. International Journal of Academic Research in Accounting, Finance and Management Sciences, 10(2), 9-14.
Bijańska, J., & Wodarski, K. (2014). Risk management in the planning of development projects in the industrial enterprises. Metalurgija, 53(2), 276-278.
Bharwani, S., & Mathews, D. (2012). Risk identification and analysis in the hospitality industry: Practitioners' perspectives from India. Worldwide Hospitality and Tourism Themes, 4(5), 410-426.
Bowling, D. M., & Rieger, L. (2005). Success factors for implementing enterprise risk management: building on the COSO framework for enterprise risk management to reduce overall risk. Bank Accounting & Finance, 18(3), 21-27.
Bromiley, P., McShane, M., Nair, A., & Rustambekov, E. (2015). Enterprise Risk Management: Review, Critique, and Research Directions. Long Range Planning, 48(4), 265-276.
Callahan, C., & Soileau, J. (2017). Does enterprise risk management enhance operating performance? Advances in Accounting, 37, 122-139.
CBRE (2021, May 31). Transitioning from Pandemic to Endemic: The New Normal. Retrieved from https://www.cbre.com.sg/research-reports/Singapore-Hotel-MarketView-H1-2021
Committee of Sponsoring Organizations of the Treadway Commission (2004, June 1). Enterprise risk management—Integrated framework. Retrieved from https://www.coso.org/documents/Framework%20Reference%20Secured.pdf
McCracken, S. (2021, May 25). Global Hotel Industry Faces Steep Climb Back. Retrieved from https://www.costar.com/article/1141960601/global-hotel-industry-faces-steep-climb-back
Damkam, K. (2020). Skillful Use of Enterprise Risk Management in Hotels. International Journal of Multidisciplinary in Management and Tourism, 4(1), 41-60.
Davies, J. M. (1996). 7 Risk assessment and risk management in anaesthesia. Baillière's Clinical Anaesthesiology, 10(2), 357-372.
De Chernatony, L., & Riley, F. D. O. (1999). Experts' views about defining services brands and the principles of services branding. Journal of Business Research, 46(2), 181-192.
Dickinson, G. (2001). Enterprise risk management: Its origins and conceptual foundation. The Geneva Papers on Risk and Insurance. Issues and Practice, 26(3), 360-366.
Dorfman, M. S. & Cather, D. A. (2013). Introduction to risk management and insurance, 10th edition. New York, NY: Pearson.
Drew, S. A., Kelley, P. C., & Kendrick, T. (2006). CLASS: Five elements of corporate governance to manage strategic risk. Business Horizons, 49(2), 127-138.
Elahi, E. (2013). Risk management: the next source of competitive advantage. Foresight, 15(2), 117-131.
Giddens, A. (1999). Risk and Responsibility. The Modern Law Review, 62(1), 1-10.
Goodell, J. W. (2020). COVID-19 and finance: Agendas for future research. Finance Research Letter,35, 1-5.
Grace, M. F., Leverty, J. T., Phillips, R. D., & Shimpi, P. (2015). The value of investing in enterprise risk management. Journal of Risk and Insurance, 82(2), 289-316.
Gregorio, D. D. (2005). Re-thinking country risk: insights from entrepreneurship theory. International Business Review, 14(2), 209-226.
Grondys, K., Ślusarczyk, O., Hussain, H. I., & Androniceanu, A. (2021). Risk assessment of the SME sector operations during the COVID-19 pandemic. International Journal of Environmental Research and Public Health, 18(8), 1-19.
Gursoy, D., & Chi, C. G. (2020). Effects of COVID-19 pandemic on hospitality industry: Review of the current situations and a research agenda. Journal of Hospitality Marketing & Management, 29(5), 527-529.
Hahn, W. J., DiLellio, J. A., & Dyer, J. S. (2018). Risk premia in commodity price forecasts and their impact on valuation. Energy Economics, 72, 393-403.
Haley, U. C. (2003). Assessing and controlling business risks in China. Journal of International Management, 9(3), 237-252.
Herriott, R. E., & Firestone, W. A. (1983). Multisite qualitative policy research: Optimizing description and generalizability. Educational Researcher, 12(2), 14-19.
Kamanda, K. (2016). Project Risk Management And Project Impementation In Rwanda: A Case Study Of Ngoma Hotel Building Project (Master’s thesis), Mount Kenya University, Thika, Kenya. Retrived from http://197.243.10.178/handle/123456789/6381
Kassarjian, H. H. (1977). Content analysis in consumer research. Journal of Consumer Research, 4(1), 8-18.
Khanna, T., & Rivkin, J. W. (2001). Estimating the performance effects of business groups in emerging markets. Strategic Management Journal, 22(1), 45-74.
Lafferty, G., & van Fossen, A. (2001). Integrating the tourism industry: problems and strategies. Tourism Management, 22(1), 11-19.
Le, D., & Phi, G. (2021). Strategic responses of the hotel sector to COVID-19: Toward a refined pandemic crisis management framework. International Journal of Hospitality Management, 94, 1-5.
Lechner, P., & Gatzert, N. (2018). Determinants and value of enterprise risk management: empirical evidence from Germany. The European Journal of Finance, 24(10), 867-887.
Lin, Y. C., & Chen, C. M. (2021). How do hotel characteristics moderate the impact of COVID-19 on hotel performance? Evidence from Taiwan. Current Issues in Tourism, 25(8), 1192-1197.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. Newbury Park, CA: Sage.
Lu, Y., Wu, J., Peng, J., & Lu, L. (2020). The perceived impact of the Covid-19 epidemic: evidence from a sample of 4807 SMEs in Sichuan Province, China. Environmental Hazards, 19(4), 323-340.
Makomaski, J. (2008). So what exactly is ERM?. Risk Management, 55(4), 80-81.
March, J. G., & Shapira, Z. (1987). Managerial perspectives on risk and risk taking. Management Science, 33(11), 1404-1418.
Maruhun, E. N. S., Abdullah, W. R. W., Atan, R., & Yusuf, S. N. S. (2018). The effects of corporate governance on enterprise risk management: Evidence from Malaysian Shariah-compliant firms. International Journal of Academic Research in Business and Social Sciences, 8(1), 865-877.
McShane, M. K., Nair, A., & Rustambekov, E. (2011). Does enterprise risk management increase firm value?. Journal of Accounting, Auditing & Finance, 26(4), 641-658.
Mehr, R. I., & Hedges, B. A. (1968). New Perspectives on Risk Management: Further Comment. The Journal of Risk and Insurance, 35(4), 615-623.
Meulbroek, L. K. (2002). Integrated risk management for the firm: a senior manager's guide. Journal of Applied Corporate Finance, 14(4) 56-70.
Miller, K. D. (1992). A framework for integrated risk management in international business. Journal of International Business Studies, 23(2), 311-331.
Novia, R., Syah, T. Y. R., Indradewa, R., & Pusaka, S. (2020). Hotel Risk Management Implementation Based on Technology over LH Hotel. Journal of Multidisciplinary Academic, 4(2), 99-101.
Noy, E., & Ellis, S. (2003). Corporate Risk Strategy: Does it Vary Across Business Activities? European Management Journal, 21(1), 119-128.
O'Donnell, E. (2005). Enterprise risk management: A systems-thinking framework for the event identification phase. International Journal of Accounting Information Systems, 6(3), 177-195.
Othman, S. N., & Kasim, I. (2012). Enterprise-wide risk management best practices: The critical success factors. OIDA International Journal of Sustainable Development, 4(3), 87-96.
Quan, L., Al-Ansi, A., & Han, H. (2022). Assessing customer financial risk perception and attitude in the hotel industry: Exploring the role of protective measures against COVID-19. International Journal of Hospitality Management, 101, 1-10.
Rivera, M. A. (2020). Hitting the reset button for hospitality research in times of crisis: Covid19 and beyond. International Journal of Hospitality Management, 87, 1-3.
Robertson, R., Beaven, A., Coolbear, T., Hill, J., Kirk, T., McCullough, G., ... & Venter, P. (2022). Multi-faceted and holistic risk management for business-critical food-safety events causing major disruption to both small and large businesses–An illustrative model. Food Control, 134, 1-12.
Roni, S. (2011). Risk management in the Swedish hotel industry: Managing safety & security infra hospitium (Master’s thesis). Retrieved from
https://www.diva-portal.org/smash/record.jsf?pid=diva2%3A431731&dswid=-7021
Rostamzadeh, R., Ghorabaee, M. K., Govindan, K., Esmaeili, A., & Nobar, H. B. K. (2018). Evaluation of sustainable supply chain risk management using an integrated fuzzy TOPSIS-CRITIC approach. Journal of Cleaner Production, 175, 651-669.
Srivastava, M., & Fernandes, S. (2021). Market Segmentation by Preferred Destination Attributes-An Empirical Study on Religious Tourists. Journal of Hospitality Application and Research, 16(1), 37-66.
Sawalha, I. H. S., Jraisat, L. E., & Al‐Qudah, K. A. (2013). Crisis and disaster management in Jordanian hotels: Practices and cultural considerations. Disaster Prevention and Management: An International Journal, 22(3), 210-217.
Shad, M. K., & Lai, F. W. (2019). Enterprise risk management implementation and firm performance: evidence from the Malaysian oil and gas industry. International Journal of Business and Management, 14(9), 47-53.
Shaw, J. (2005). Managing all of your enterprise's risks. Risk Management, 52(9), 23-30.
Smith, P. G., & Merritt, G. M. (2002). Managing consulting project risk. Consulting to Management, 13(3), 1-7.
Sobel, P. J., & Reding, K. F. (2004). Aligning corporate governance with enterprise risk management. Management Accounting Quarterly, 5(2), 4-14.
Songling, Y., Ishtiaq, M., Anwar, M., & Ahmed, H. (2018). The role of government support in sustainable competitive position and firm performance. Sustainability, 10(10), 1-17.
Strachan, H. W. (1976). Family and other business groups in economic development: The case of Nicaragua. Greenwood, NY: Praeger.
Thomas, D. R. (2006). A general inductive approach for analyzing qualitative evaluation data. American Journal of Evaluation, 27(2), 237-246.
World Tourism Organization (2020, December 31). International tourist arrivals could fall by 20-30% in 2020. Retrieved from https://www.unwto.org/unwto-tourism-recovery-tracker
Van Horn, R. L. (1973). Empirical studies of management information systems. CM SIGMIS Database: the DATABASE for Advances in Information Systems, 5(2), 172-182.
Vij, M. (2019). The emerging importance of risk management and enterprise risk management strategies in the Indian hospitality industry: Senior managements’ perspective. Worldwide Hospitality and Tourism Themes, 11(4), 392-403.
Waikar, V. G., Desai, P. H., & Borde, N. A. (2015). Risk and risk management disclosures: evidence from hotels in Goa. International Journal of Qualitative Research in Services, 2(2), 99-114.
Wieczorek-Kosmala, M. (2021). COVID-19 impact on the hospitality industry: Exploratory study of financial-slack-driven risk preparedness. International Journal of Hospitality Management, 94, 1-14.
World Health Organization. (2020, March 12). WHO Director-General's opening remarks at the Mission briefing on COVID-19. Retrieved from https://www.who.int/director-general/speeches/detail/who-director-general-s-opening-remarks-at-the-mission-briefing-on-covid-19---12-march-2020
World Travel and Tourism Council (2020, December 2). Chinese and Asian tourists must not be stigmatised because of the coronavirus, says WTTC. Retrieved from https://wttc.org/News-Article/Chinese-and-Asian-tourists-must-not-be-stigmatised-because-of-the-coronavirus-says-WTTC
Worldometer (2020, December 31). COVID-19 Coronavirus. Retrieved from https://www.worldometers.info/coronavirus/
Wu, L. F., Achyldurdyyeva, J., Jou, W. P., Foung, W. T., & Jaw, B. S. (2021). Relief, Recovery, and Revitalization Measures for Tourism and Hospitality Industry During Covid-19 Pandemic: Case Study From Taiwan. SAGE Open, 11(3), 1-16.
Yeomans, N. D. (2011). Reducing the risk of gastroduodenal ulcers with a fixed combination of esomeprazole and low-dose acetyl salicylic acid. Expert Review of Gastroenterology & Hepatology, 5(4), 447-455.
Yin, R. K. (1994). Discovering the future of the case study. Method in evaluation research. Evaluation Practice, 15(3), 283-290.
Zainal, Z. (2007). Case study as a research method. Jurnal Kemanusiaan, 5(1), 1-6.
Zenker, S., & Kock, F. (2020). The coronavirus pandemic–A critical discussion of a tourism research agenda. Tourism Management, 81, 1-4.
Zhang, X., Song, H., & Huang, G. Q. (2009). Tourism supply chain management: A new research agenda. Tourism Management, 30(3), 345-358.
Zhong, Y., Li, Y., Ding, J., & Liao, Y. (2021). Risk management: Exploring emerging Human Resource issues during the COVID-19 pandemic. Journal of Risk and Financial Management, 14(5), 1-23.