旅館業餐飲服務人員情緒智商影響知識分享行為之研究

A Study of the Effect of F&B Workers' EQ on Knowledge-sharing Behaviors in the Hotel Industry

鄭信男(Shinn-Nen Jenq) ； 江筮豪(Shi-Ho Chian) ； 陳錚中(Cheng-Chung Chen) ； 孫藝玫(Yi-Mei Sun)

《康大學報》 1卷1期 (2011/12) Pp. 21-37

https://doi.org/10.7079/JUKN.201112.0021

摘要

情緒智商在各種工作表現上均扮演著重要的角色，當服務人員具備較高的情緒智商時，能夠獲得較好的服務品質與績效，餐飲外場服務人員除了勞心、勞力之外還需要付出讓消費者滿意的情緒，高度的情緒智商對專業餐飲外場服務人員是必要的能力。至今少有學者探討到情緒智商對於餐飲外場服務人員間專業知識分享行為的影響，此類知識的分享效果受到員工情緒的影響。本研究是過去研究發現，個人的知識分享態度確實會受到所處情緒影響；個人的知識分享意圖亦受其知識分享態度影響；在各種情緒狀態下其知識分享的態度與意圖均存在顯著差異。然而並未涉及旅館業中之餐飲服務人員，且在台灣旅館業中餐飲業服務品質需求較高，與非旅館餐飲業要求有很大落差。因此，本研究選定以情緒勞動佔工作內容比例最高的旅館餐飲服務人員為主要調查對象，同樣觀察在不同情緒狀態之下人員對於知識分享的態度與意圖是否產生顯著差異，以了解情緒智商對於員工知識分享活動的影響，並進而與非旅館餐飲服務人員進行比較，本研究主要採問卷調查的方式進行，以全台灣的旅館餐飲部為母體，依隨機抽樣原則寄出調查問卷。經成對樣本T檢定、獨立T檢定與迴歸分析獲得以下的結果：1.旅館餐飲部服務人員所處的情緒確實會影響個人的知識分享態度，情緒愈是正向知識分享的態度亦將愈正面。旅館比非旅館之餐飲部服務人員情緒更能正向影響知識分享的態度。2.服務人員之知識分享態度確實會影響個人的知識分享意圖，態度愈是正面則個人從事知識分享的主觀機率便愈高。旅館比非旅館餐飲部服務人員正向的態度更能主觀從事知識分享。3.情緒智商較高的服務人員，在各種情緒狀態下其知識分亭的態度與意圖均顯著高於情緒智商較低者。旅館比非旅館餐飲部服務人員有較高的情緒智商。藉由本研究的實證結果，期望能提升旅館業對於餐飲服務人員，情緒管理訓練的進一步重視，並成為服務業之標竿。

關鍵字

旅館餐飲服務人員 ； 情緒智商 ； 知識分享態度 ； 知識分享意圖

並列摘要

Emotional quotient (EQ) plays an important role in different working performance. When an F&B worker has higher EQ, he/she will display better service quality and performance. In addition to mental and physical involvement, an F&B worker has to show proper EQ to satisfy each customer. Thus, higher EQ is necessary to an F&B worker. So far, there are few studies to explore the effect of an F&B worker's EQ on professional knowledge-sharing behaviors. Previous studies show that knowledge-shared attitude could be exactly influenced by personal EQ, and knowledge-sharing intention could be influenced by individual knowledge-sharing attitude. Under various EQ status, an F&B worker shows significant difference in the knowledge-sharing attitude and the knowledge-sharing intention. However, previous studies didn't involve F&B workers in the hotel industry in Taiwan. Furthermore, the demand of the service quality towards F&B workers in Taiwan hotels is different from those who are not working in hotels. The participants of the survey are the F&B workers in hotel industry. The study aims to observe if there is significant difference between knowledge-sharing attitude and knowledge- sharing intention for an F&B worker under various emotional status in order to realize the effect of EQ on knowledge-sharing activities for each worker. The study was surveyed by using questionnaires, and targeted at the F&B workers in Taiwan hotels. The results show as follows: 1. An F&B worker's EQ exactly influences his/her knowledge- sharing attitude. 2. One's knowledge-sharing attitude actually effects his/her knowledge-sharing intention, and more positive in attitude shows higher subjective rate in sharing knowledge. 3. The workers with higher EQ show more significant knowledge- sharing attitude and intention under different emotional status, comparing to those who are with lower EQ. Through this empirical result, the hotel industry should more emphasize on the training of the F&B workers' emotional management and make it the benchmarking in the service industry.

並列關鍵字

EQ ； Knowledge-sharing attitude ； Knowledge-sharing intention