服務創新對新北市餐飲業職業工會會員參與度之探討

Abstract

本研究探討服務創新對新北市餐飲業職業工會會員參與度的影響，藉以提供工會及其他非營利組織，作為將來發展服務創新之參考。依據本研究相關領域之文獻探討，我們發現對於職業工會之服務創新對會員參與度之研究欠缺；因此，本研究透過質性訪談方法，訪談六位不同身份的會員，包括中堅會員、資深會員及工會理事，以了解工會的創新服務如何影響會員參與的意願與行為。研究結果顯示，數位工具的應用（如線上繳費、數位課程）、個性化服務的提供以及溝通方式的優化均對會員參與度有顯著影響。此外，會員對服務創新的接受度受到年齡、科技適應性及對工會的認同感影響。本研究建議工會進一步推動數位優化服務並強化與會員的互動與聯繫，採數位與傳統並進方式，拓展服務多樣性，在「創新」、「互動」、「包容」三者間取得平衡，達成以會員為核心、促進參與與凝聚的服務目標，以提升參與率。This study explored the impact of service innovation on the participation of members in the catering industry professional union in New Taipei City, aiming to provide a reference for unions and other non-profit organizations in developing future service innovations. Based on a review of relevant literature, it was found that there was a lack of research examining how service innovation in professional unions affected member participation. Therefore, this study adopted a qualitative interview method, interviewing six members of different statuses—including core members, senior members, and union directors—to understand how the union’s innovative services influenced members’ willingness and behavior to participate. The findings indicated that the application of digital tools (such as online payment and digital courses), the provision of personalized services, and the optimization of communication methods all had a significant impact on member participation. Moreover, members’ acceptance of service innovation was influenced by factors such as age, technological adaptability, and identification with the union. This study suggests that unions should further promote digital service optimization and strengthen interactions with members, adopting a dual-track approach that integrates digital and traditional services. By expanding service diversity and striking a balance among “innovation,” “interaction,” and “inclusiveness,” unions can achieve a member-centered goal that fosters engagement and cohesion, ultimately enhancing participation rates.