近來越來越多的人重視生活品質，因此水療及 Spa 漸漸成為人們抒壓的首選，由於這股 風潮導致Spa 產業蓬勃發展，正因為如此，許多專業的Spa 中心目前面對嚴峻的競爭與挑戰。 Spa 產業是一個以服務人為主體的高接觸產業，因此服務人員的培訓、招聘和管理已成為產業 榮枯的主要議題。此外，Spa 產業要永續經營與發展尚需留意的重要議題還包括建構適當的商 業模式和經營策略。而本研究之目的在於建構出Spa 經營管理成功的關鍵因素，研究的流程 則是先經由文獻探討方式，後透過兩階段的德爾菲問卷，萃取得到含四大影響構面與二十個 影響因素的次準則，最後再以層級分析法求出四大影響構面與各次準則的權重比率，依此結 果做為擬定關鍵成功因素之依據，希冀研究結果可做為未來Spa 經營管理時的參考。

More and more people emphasize on quality of life recently, therefore the Spa treatment become first choice for people to express pressure. Owing to this demand of trend, Spa industry grows rapidly. Therefore, many professional Spa centers are facing a severe competition and challenges. As a high-touch, people-based business, training, recruiting and managing staffs have emerged as major issues. Other major issues are the development of appropriate business models and operating strategy to enable the industry can be sustainable development. The purpose of this study was to explore the critical success factors (CSFs) of the operation and management of the Spa industry. We conducted an integrated framework for CSFs of the operation and management of the Spa industry that are organization four dimensions and twenty factors through document analysis and two-step questionnaires of Delphi Method. Then we apply Analytic Hierarchy Process to calculate the relative importance between each factor and according to the results to select the CSFs. Finally, we hope that the results of research would provide the best alternative to Spa manager in selecting its operating strategy.