台灣連鎖餐飲業第一線服務人員工作滿意度之研究

Job Satisfaction of Front Line Service Employees in Taiwanese Chain Restaurant Industry

張哿端(Ko-Tuan Chang)

指導教授 ： 周素娥

國立臺中科技大學/商學院/企業管理系碩士班/碩士(2016年)

摘要

近來餐飲業連鎖化篷勃發展，據台灣連鎖暨加盟協會統計，全台連鎖餐飲總店數由2011年5267家增至2014年5716家，成長達8.5%。2014年餐飲業每月招募需求為25.6%，較2013年增加17%。可是，據國發會(2015)與104人力公司(2014)的就業調查發現，國內餐飲業服務人員供需缺口嚴重。產業需求11,825人，供給僅3000多人，餐飲業為最缺乏人力之產業。連鎖餐飲服務人員直接面對顧客，長時間保持笑容提供情緒勞務，業者須有效提升對服務員的工作激勵，以確保服務品質。過去國內採雙因子激勵理論進行的實證研究，多以教育及金融業為對象，對餐飲服務業之相關探討極有限，故本研究欲填補國內餐飲業工作人員激勵研究之缺口，探討員工情緒勞務對工作滿意之影響。
本研究採量化方式進行施測，然後以問卷調查收集台灣連鎖餐飲業所屬各區之第一線服務人員意見，再利用SPSS22進行統計分析。研究顯示保健因子對於工作滿意度之影響力更勝過於激勵因子，而工作滿意度對工作績效具有顯著正向影響，另外，情緒勞務對於工作滿意度與工作績效具有正向調節效果，本研究結果可供企業有效員工情緒勞務管理，提升人力資源素質，激發服務熱誠，增進企業服務品質與整體績效。

關鍵字

連鎖餐飲業 ； 雙因子理論 ； 工作滿意度 ； 情緒勞務 ； 工作績效

並列摘要

In recent years, there is a rapid development in Taiwanese chain restaurant industry. According to the investigation of Taiwan Chain Stores and Franchise Association, during the period of 2011 to 2014, the number of stores in Taiwanese Chain Restaurants increased from 5267 to 5716, and the growth rate was 8.5％. In 2014, the personnel demand was 26.5％per month, which was higher than 2013. However, according to National Development Council(2015)and 104 Human Resource Agency(2014), the lack of manpower of catering industry is increasing seriously every year. Because of the labor-intensive characterized by a great demand for human resource, the employees of chain restaurants are asked to demonstrate good behaviors, such as keeping smiling and offering positive emotional labor during the working time. The managers of chain restaurants have to find effective ways to motivate their employees and guarantee high service quality. In Taiwan, there were limited studies focusing on chain Restaurant front line employees using the Motivation-Hygiene Theory as the study framework. Most were focused on the educational and financial industries. Extending this line of research, this study focused on the inspiration of chain restaurant front line employees and the relationship between emotional labor and job satisfaction.
The study used a questionnaire survey of the FLSE working in chain restaurants, and analyzed the data by SPSS 22. The findings are: hygiene factors have greater influence on job satisfaction than incentive factors do; the correlation between job satisfaction and job performance is positive. Furthermore, emotional labor has a significant moderating effect on the relationship between job satisfaction and job performance. The results of the study may offer suggestions for the managers of the chain restaurant industry in managing emotional labor, promoting human resource quality, stimulating enthusiasm, and enhancing service quality and performance

並列關鍵字

chain restaurant industry ； Motivation-Hygiene Theory ； job satisfaction ； emotional labor ； job performance

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