台灣地區餐飲業第一線服務人員情緒勞務與組織承諾之研究-以工作滿意度作為中介變項

餐飲業第一線服務人員一直以來都是需要直接與顧客接觸的工作，然而屬於服務性質的餐飲業面對顧客，都必須拿出最熱情、最正面的笑容及態度，員工長久以來難免會產生情緒的耗竭以及情緒勞務，進而影響到員工工作的態度、滿意程度。在之前研究中發現，員工對工作的滿意度降低，對於組織的認同與投入相對也會跟著下降，本研究想了解情緒勞務是否會透過工作滿意度之中介效果，影響組織承諾。本研究使用問卷調查法，共收回273份問卷，剔除回答不完整及不符合樣本設定之問卷後，共208份有效樣本進行分析。本研究使用SPSS 22.0統計套裝軟體進行數據的分析，結果發現，餐飲業第一線人員之工作滿意度會對情緒勞務與組織承諾之間產生部分中介效果。

關鍵字

情緒勞務；工作滿意度；組織承諾；中介效果

並列摘要

The frontline staff of the catering industry has always been in direct contact with customers, but with the nature of the catering industry to serve customers directly, the staff must act with the most enthusiastic smile and positive attitude. In the long term, the staff will inevitably have emotional exhaustion and emotional labor and in turn affect the attitude and satisfaction towards the job. In the previous studies, it was found that when the satisfaction of the staff reduces, a diminution in the recognition and input of the organization will follow as well. The study aims to confirm if the emotional labor will affect the organizational commitment through the intermediary effect of job satisfaction. The study was conducted using Questionnaire Survey. A total of 273 questionnaires were collected. Excluding those that were incomplete or did not meet the requirements, an effective sample size of 208 was analyzed. The study was analyzed using SPSS version 22.0. It was found that the staff in the front line of catering industry Job Satisfaction in the emotional Labor and Organizational Commitment between the existence of partly mediating effect.