觀光休閒帶動臺灣觀光餐旅產業市場快速成長，餐旅業應將讓顧客忠誠度內化為餐旅業整體員工的信念，經由前線從業人員直接將此概念落實於服務品質的提供；但有時面臨顧客的無理要求或是責罵時，前線服務人員情緒低落造成服務缺口的產生。本研究欲探討餐旅產業前線員工之表層演出、不當督導產生情緒耗竭對服務品質及顧客忠誠度之影響。研究方法採用量化研究，問卷發放520份，扣除無效問卷16份，有效問卷為504份，有效問卷率為96.92%，取樣對象為餐旅從業人員。統計工具涵蓋敘述性統計、信度分析、路徑分析、實驗設計及結構方程模式，經實證分析後，可發現餐旅從業人員表層演出對情緒耗竭具有顯著預測力；餐旅從業人員受到不當督導對情緒耗竭具有顯著預測力；餐旅從業人員的情緒耗竭對服務品質具有顯著預測力；餐旅從業人員的服務品質對顧客忠誠度具有顯著預測力。
因此，餐旅業必須解決前線服務人員的情緒勞務，才能滿足顧客的要求，進而提供更優質的服務品質，並由全方位服務過程，讓顧客產生高度的黏著性，才能持續產生忠誠度。本研究可提供餐旅飯店旅館從業人員對於顧客忠誠度的研究參考用。

Tourism and leisure drive the rapid growth of Taiwan’s tourism and hospitality industry market. The hospitality industry should internalize customer loyalty into the belief of the overall staff of the hospitality industry, and directly implement this concept in the provision of service quality through front-line practitioners. Facing with unreasonable requests or scolding from customers, the emotions of front-line service personnel were depressed, resulting in service gaps. The studying aimed to explore the impact of surface performances and emotional exhaustion caused by improper supervision on service quality and customer loyalty of frontline employees in the hospitality industry. The studying method adopted quantitative research. 520 questionnaires were distributed, 16 invalid questionnaires were deducted, and 504 valid questionnaires were deducted. The effective questionnaire rate was 96.92%, and the sampling objects were catering practitioners. Statistical tools included narrative statistics, reliability analysis, path analysis and structural equation models. After empirical analysis, could be found: It can be found that the surface performance of hospitality employees has significant predictive power for emotional exhaustion； The improper supervision of hospitality employees had a significant predictive power for emotional exhaustion； The emotional exhaustion of catering employees had significant predictive power on service quality； The service quality of hospitality employees had significant predictive power on customer loyalty.
Therefore, the hospitality industry must solve the emotional labor of front-line service personnel in order to meet the requirements of customers and then provide better service quality, through the all-round service process； customers can had a high degree of stickiness and continue to generate loyalty. The study could provide a reference for the research on customer loyalty of hospitality staff.

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