新冠疫情自2019年爆發以來便迅速擴展至各個國家，除了影響人民的生活與健康，許多產業也因而受到重大的衝擊，像是以服務業為主的旅館業，更是首當其衝的產業之一。旅客的減少、法規政策的變動、疫情所帶來的恐慌等，皆為旅館業帶來前所未有的挑戰，面對這些突如其來的變化，旅館業是如何去做因應，其中的領導者又是如何帶領員工和組織去應對，便是本研究欲探究的主題。近年來雖有許多研究探討疫情下的領導，但其多以量化的方式呈現，因此本研究希望能以質化的方法，動態地去了解疫情期間領導的全貌，並採用家長式領導作為根據，探索疫情期間旅館業主管的領導作為。
本研究共訪談十一位有經歷過新冠疫情的旅館業主管和員工，進行每位約50分鐘的深入訪談，再針對逐字稿進行開放式編碼、主軸編碼、次類別編碼和主類別編碼後，分析彙整出「疫情期間家長式領導的內涵與效益」。結果發現，疫情下的家長式領導會出現共享式領導的現象，由高階主管表現威權和德行領導，一線主管則扮演仁慈的角色，且疫情下威權領導的核心概念是「掌握控制」與「堅守原則」，德行領導是「正直盡責」與「無私典範」，仁慈領導則為「照顧體恤」與「鼓勵輔導」。最後，本研究亦整理出相關理論貢獻，提出建議予旅館業主管、旅館業和政府機構，並提供未來研究建議與限制。

Since the outbreak of covid-19 in 2019, this disease has spread all over the world. Covid-19 not only affected people’s life and health, but also impacted lots of industries. For example, the hotel industry has borne the brunt of the pandemic. The decline of travelers, the change of policies and laws, the panic which covid-19 brought, all of these brought a unprecedented challenge to hotel industries. The ways of how hotel industries used and how the leadership leaded the organization and employees to face these changes is the topic we wanted to explore. Although there are lots of studies which discussed the leadership under covid-19, the methodologies they used are quantification. So the purpose of this study is to understand the leadership in covid-19 by
qualitative research, and according to paternalistic leadership to delve into the managers’ leadership action.
In this study, we interviewed 11 managers and staffs who work in the hotel and have experienced covid-19. Each interview was 50 min. After the interviews, we adopted grounded theory to conduct open, axial, sub-category and main-category coding, then summarized the coding results and the transcript into “the connotation and effect of paternalistic leadership styles in covid-19”. The results shows that paternalistic leadership will appear shared leadership under covid-19. authoritarian and moral leadership will be showed by executive, and benevolent leadership will be used by frontline managers. The main concept of authoritarian leadership under covid-19 is “control” and “stick” ; moral leadership is “responsible” and “selflessness” ; and benevolent leadership is “care” and “encourage ”. Finally, we will provide theoretical contributions, some suggestions for hotel managers, hotel industry and government, and research limitations and directions for future research.

第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究產業的選擇 3
第貳章 文獻探討 5
第一節 危機 5
第二節 危機與領導 7
第三節 新冠疫情各階段重大事件 15
第四節 新冠疫情與領導 17
第五節 本章總結 20
第參章 研究方法 21
第一節 研究方法的選擇─質化研究 21
第二節 研究流程 22
第三節 研究範圍與對象 23
第四節 研究工具 24
第五節 研究資料分析 27
第四章 研究結果 29
第一節 威權領導行為 30
第二節 德行領導行為 35
第三節 仁慈領導行為 42
第四節 員工反應 47
第五節 從家長式領導到員工反應 50
第五章 結論與討論 52
第一節 研究主要貢獻 52
第二節 管理與實務意涵 55
第三節 研究限制與未來研究建議 57
參考文獻 59
附錄 來源索引 63

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