近年來，臺灣餐旅服務業的研究者，已見證到在服務品質和顧客滿意等研究領域的快速進展。然而過去相關的研究大都著重於顧客本身，卻未給予組織內部間服務的產生和傳送的程序同等重視。本研究根據品質機能開展(Quality function deployment of QFD)之架構，同時將外部顧客需求、內部服務管理事項，以及後續服務方式的改革創新列入考量。文中首先將介紹QFD的概念，並進而對QFD的予步驟，逐一地詳細加以解釋。為使讀者下QFD之應用與分析的技術方法能清楚地明瞭，本研究針對餐飲業發展出一個假設性的應用模式。本文中對QFD之信度與效度問題以及該模式應用在其他服務業相關領域—特別是餐旅業—亦將一併加以檢討。最後針對餐飲業的經營管理提出未來的研究方向與建議。

Recent years have seen a tremendous increase in the amount—and quality – of research conducted on service quality and customer satisfaction in the Taiwanese hospitality industry. For the most part, however, the bulk of these in investigations have focused primarily on customers without placing adequate/sufficient emphasis on the intra-organizational service generation and delivery process of the institutions themselves. The current study address this lacuna in the literature by taking both external and internal service management issues and subsequent service innovations into consideration via an explanation and hypothetical application of the Quality Function Deployment (QFD) framework. First, the development and underlying concepts of QFD are introduced, as well as a step-by step explanation of its implementation procedures. Then, the authors create a hypothetical institution in the food and beverage industry and subsequently analyze it to illustrate precisely the application and analytical techniques that accompany the QFD process. Questions regarding the QFD framework’s reliability and validity are then discussed and to demonstrate how this concept could be applied to other-service-related sectors in the hospitality industry. The article concludes with suggestions and directions for future research, particularly in relation to the field of restaurant management.