管理趨勢不斷演化下，人才培養仍為企業關注的重點，企業若要維持獨特競爭力，開發員工心理資本已逐漸佔有決定性地位。飯店業是人力密集的產業，以「人」與「服務」為核心，若能透過教育訓練強化員工心理資本，對企業有利無弊。因此，本研究採用深度訪談法，針對國內五家五星級飯店中的人資工作者及員工，探究教育訓練與員工心理資本之現況與關聯性，發現教育訓練使員工能持正向態度面對與解決問題，並且提升員工對工作之滿意度，及對企業的認同度。故，企業應將照顧員工為重要的管理活動，並培養團體之心理資本，投入教育訓練做為留才的方向，以發揮教育訓練之效益，並建立企業持續性的競爭優勢。

The management trends are constantly evolving, and talent cultivation is still the focus of enterprises. If enterprises want to maintain unique competitiveness, the development of employees’ psychological capital has gradually taken ad decisive role. The hotel industry is a labor-intensive industry. “Man” and “service” are the hotels’ core. If human resource management could strengthen the psychological capital of employees through education and training, it will benefit the enterprises. This study utilize in-depth interviews and interview HR workers and employees in five-star hotels for exploring the relevance of education and training and psychological capital of employees. This study suggest that education and training enable employees to face and solve problem in a positive attitude, and to improve employees’ satisfaction with work and recognition of company. Therefore, the enterprises should emphasize caring of employees to be important management activity and cultivate the psychological capital of group, and invest in education and training as a direction to retain talents. The benefits of education and training would be developed and it would establish a sustainable competitive advantage.

Abstract………………………………………………………………………...….…….i
Table of content………………………………………………...………………….…..iii
List of figures………………………………………………………………………….vii
List of tables………………………………………………………………………….viii
Chapter 1 Introduction…………………………………………….…….………….1
1.1 The background…………………………….………………………..……….……...1
1.2 The research purpose………………………………………………..…….…………5
Chapter 2 Literature review…………………………………………..….………….6
2.1 Employee education………………………………………………….….…………..7
2.1.1 Planning analysis………………………………………………….….……………8
2.1.2 Courses planning………………………………………………….……….………9
2.1.3 Education execution…………………………………………….……….……….10
2.1.3.1 On job training………………………………………………….……….……...11
2.1.3.2 Off job training………………………………………………….……….……..12
2.1.4 Effectiveness evaluation…………………………………….……………………12
2.1.4.1 Cognitive outcomes………………………………………….…………………14
2.1.4.2 Skill-based outcomes……………………………………….…………………..15
2.1.4.3 Affective outcomes………………………………………….………………….15
2.2 Psychological capital…………………………………………….…………………18
2.2.1 Self-efficacy………………………………………………….….………………..19
2.2.2 Hope……………………………………………………………..………………..21
2.2.3 Optimism………………………………………………………..………………..23
2.2.3 Resilience…………………………………………………………………………25
2.3 The relationship between employee education and psychological capital…………27
Chapter 3 Research method……………………………….…………………….…30
2.1 Research procedure…………………………………………………………………30
2.1.1 Interview method…………………………………………………………………30
2.1.1 Respondents and source…………………………………………………………..30
2.1.2 Interview analysis method………………………………………………………..33
Chapter 4 The interview analysis……………………………..…………………...35
4.1 The interview analysis of human resource workers………………………………..35
4.1.1 The interview theme……………………………………………………………...35
4.1.2 The way of education and training in each hotel…………………………………36
4.1.2.1 The summary of interview content……………………………………………..36
4.1.2.2 The conclusion………………………………………………………………….42
4.1.3 The evaluation and observation review of implement of education and training in each hotel………………………………………………………………………………45
4.1.3.1 The summary of interview content……………………………….…………….45
4.1.3.2. The conclusion…………………………………………………………………52
4.1.4 HR workers’ expectation and feedback of education and training………………..55
4.1.4.1 The summary of interview content……………………………………………..55
4.1.4.2. The conclusion…………………………………………………………….…..59
4.2 The interview analysis of employees………………………………………………63
4.2.1 The interview theme…………………………………………….………………..63
4.2.2 The way of education and training in each hotel……………….…….…………..64
4.2.2.1 The summary of interview content…………………………………..…………64
4.2.2.2 The conclusion………………………………………………...………………..67
4.2.3 Employees’ response and feedback to executive education and training……..….69
4.2.3.1 The summary of interview content………………………………….….………69
4.2.3.2 The conclusion………………………………………………………..………...71
4.2.4The changes and impacts that employees have cognized in the education and training………………………………………………….…………73
4.2.4.1 The summary of interview content……………………….…………….………73
4.2.4.2 The conclusion………………………………………………………….………77
4.3 The analysis of conclusion………………………………………………….………78
4.3.1 The current status of executing education and training of case…………………..78
4.3.2 How does education and training affect psychological capital……………………81
Chapter 5 Results, recommendations, and limitations………..………………….84
5.1 Results………………………………………………………………...……………84
5.2Recommendations…………………………………………………………………..86
5.2.1The enterprise responsibility is to take care and cultivate the employees ………..86
5.2.2Building the corporate competitive advantage in employee education and training………………………………………………………………………………….87
5.3Limitation……………………………………………………...……………………90
References……………………………………………………………………………...92

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