- 學位論文
餐飲業第一線服務人員工作熱情與情緒耗竭關係之研究：情緒勞務策略的中介角色
The Relationship of Passion for Work and Emotional Exhaustion of Restaurant Frontline Workers : The Mediating Role of Emotional Labor Strategies
摘要
第一線服務人員屬高度情緒勞務者，且第一線服務人員的服務態度與應對，攸關企業的形象與利益。過往研究常認為社會與組織等因素會影響員工的情緒耗竭現象，但這些因素並無法解釋為什麼在相同工作環境中的兩個高度熱情的個體會產生不同程度的情緒耗竭。因此本研究之主要目的，在探討第一線服務人員的工作熱情與情緒耗竭間的關係；並探究具工作熱情的第一線服務人員如何透過情緒勞務策略的採用，而產生不同程度的情緒耗竭後果。研究中，將以結構方程模型（Structural Equation Model，簡稱SEM）進行模式驗證。分析結果顯示，具諧和式熱情的第一線服務人員較不易產生情緒耗竭現象，且於其過程中常採用深層演出策略，此舉更可降低情緒耗竭的發生；而具強迫式熱情的第一線服務人員則較易產生情緒耗竭現象，且於其過程中常採用表層演出策略，導致情緒耗竭現象更易發生。此外，本研究亦針對研究結論提出若干管理意涵，期能提供餐飲業經營管理者在人力管理上的參考，並提出後續可朝向的研究方向之建議。
並列摘要
Frontline worker is a job that requires high emotional labor. An enterprise’s image and benefits are tightly associated with its Frontline worker service attitudes and responses. Previous studies often believed that factors such as society and organization may influence employees’ conditions of emotional exhaustion. Yet, these factors cannot explain why in the same working environment two very passionate individuals would experience emotional exhaustion of different degrees. Thus, this study aims to explore the relationship between Frontline worker passion for work and their emotional exhaustion and how passionate Frontline worker degrees of emotional exhaustion differ due to the emotional labor strategies they adopt. This study applies Structural Equation Model (SEM) for the purpose of model verification. The analysis result shows that emotional exhaustion does not usually occur in cases with Frontline worker with harmonious passion. These people often adopt the deep acting strategy, which can reduce the chance of emotional exhaustion. Frontline worker with obsessive passion is more likely to experience emotional exhaustion. These people often adopt the surface acting strategy, which may increase the chance of emotional exhaustion. Moreover, this study offers several management-related implications in the research conclusion, in hopes of providing managers in the hospitality industry some references in human resource management, and proposes some suggestions for future research directions.