標準化作業規範在企業管理上是重要的，標準化服務規範對服務業員工學習如何服務的影響之研究卻很少被探討。製造業的標準化作業規範被認為是為理所當然，服務業的標準化服務規範卻是比較不被重視。其實，服務業是很多細節的，服務的流程是重要的，服務很需要敏感度的，其間的好經驗，更需要把它留傳下來。要把好經驗留傳下來，是需要把經驗轉化變成標準化的作業，才會有效率。當然，好的服務並不能只靠服務標準化規範，還需要其他因素配合。本研究旨在利用質性研究，深度訪談王品餐飲集團的員工，探討標準化服務規範對員工在學習如何服務的影響。以榮獲過遠見雜誌多次服務評比第一名的「王品牛排連鎖餐廳」為研究對象，深度訪談該連鎖餐廳的多名員工。經過深度訪談分析「標準化服務規範」，與「員工學習如何服務」的相關性，並作為國內服務業重視「標準化服務規範」的參考。研究結論發現，標準化服務規範對於員工學習服務動作與流程上，有著顯著的相關；標準化服務規範進而對於員工學習無形的服務經驗、觀念、態度的傳承學習，也有明顯的影響；甚至，標準化服務規範對學習服務之外，同時對其人生價值觀，都有明確的影響。關鍵字：標準化服務規範、員工學習服務、餐飲業 The standardization regulation is essential in business administration. However, the research of the influence between standardized service regulations and how the employees learned in service industry is seldom studied. The standardization in manufacturing industries is taking for granted; nevertheless, the standardization in service industry obtains less emphasis. Factually, the heritage of serviceable working experiences is required due to the substantial factors of service including details, processes and senses. For the purpose of delivering advantageous experiences, transferring those into standardized process is discussed. The standardization alone can not establish good service, coordinate measures should set to accompany with it. In this work, the qualitative analysis was applied to elucidate how the employees learned to serve affected by the standardization regulations by conducting profound interview and conversation with Wang’s Group employees. The Wang’s Group was an company honored several championships in service evaluated by Global Views Monthly and selected as the research object. Through the profound interviews, the correlation of “standardized service regulations” and “how the employees learned to serve” was analyzed qualitatively. The standardized service regulations research is prominently regarded as a reference in domestic service industries. In conclusion, “standardized service regulations” possessed distinguished correlations with how the employees learned to serve in action and processes. The influences also included the experience heritage of service, ideas and attitude. Even, the perspective of life was changed.Key words: standardized service regulations, employee service learning, restaurant industry
