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  • 學位論文

轉型領導風格對旅館業餐飲從業人員職業倦怠之影響

The Impact of Transformational Leadership Style on Food Service Employees’ Burnout at International Tourist Hotels

指導教授 : 孫路弘

摘要


旅館業餐飲從業人員的工作性質屬於以人為服務導向,服務對象多為動態及多國籍語言的顧客,加上必須隨時面對突發的客訴及危機事件,在種種工作壓力的累積下,旅館業餐飲從業人員易產生職業倦怠。由於職業倦怠的員工對企業組織造成嚴重的負面影響,如工作績效低落、曠職與離職,因此如何改善員工職業倦怠是為旅館業人事管理的重大課題。過去曾有研究證實主管的轉型領導風格對部屬職業倦怠具有減緩的效果,然而國內餐旅業在此議題上探究甚少,且現有研究多將轉型領導風格視為單一構面,無法明確指出如何運用轉型領導風格的行為層面來改善職業倦怠,因而引發本研究動機。 本研究以部屬的角度來探討餐廳經理的轉型領導風格對餐飲服務人員職業倦怠的影響效果。研究對象以台灣地區國際觀光旅館餐飲部外場正職服務人員為主,採用結構性問卷以立意抽樣法進行調查,共發出300份問卷,回收有效問卷240份,並運用SPSS統計軟體進行資料分析。研究結果發現,不同「婚姻狀況」與「職稱」的員工在職業倦怠上有顯著差異性,且主管的轉型領導風格對餐飲服務人員的職業倦怠感受有顯著影響效果且具有構面上的差異性: 一、轉型領導風格中的「親近融合」、「願景引領」與「尊重關懷」對職業倦怠中的「情緒耗竭」有顯著負向影響。 二、轉型領導風格中的「親近融合」與「尊重關懷」對職業倦怠中的「乏人性化」有顯著負向影響。 三、轉型領導風格中的「願景引領」、「尊重關懷」與「激發鼓舞」對職業倦怠中的「個人成就感低落」有顯著負向影響。

並列摘要


Food service employees are subjected to human-oriented service, multinational, multilingual, many customers’ complaints, and unplanned situations. All these job characteristics are easily to make workers weighted down by the high stress, which ultimately leads to the occupational health condition—burnout. Burnout has a negative impact on employee commitment and performance, and results in some harmful behaviors such as being absent from work or turnover. Once an employee leaves the job, the company has to take the cost of turnover. Therefore, how to reduce employees’ burnout is the important issue to hotel management. There are studies which found out the impact of transformational leadership style on subordinates’ burnout. However, there are few researches discussing this issue in domestic hospitality industry. Therefore, this study aimed to understand the relationship between transformational leadership style and burnout, trying to find out the differences between the dimensions’ effects. The results showed that the marital status makes difference: the single employees have higher burnout level than the married ones; the captains have the highest burnout level, the second high is the servers. Transformational leadership style has the negative impact on employees’ burnout, and different dimensions have different effects: A.The three dimensions of transformational leadership—“friendly kindness,” “lead by vision” and “empower with consideration” have significant negative impact on the primary symptom of burnout—“emotional exhaustion.” B.The two dimensions of transformational leadership—“friendly kindness” and “empower with consideration” have significant negative impact on the second symptom of burnout—“depersonalization.” C.The three dimensions of transformational leadership— “lead by vision,” “empower with consideration” and “inspirational motivation” have significant negative impact on the last symptom of burnout—“reduced personal accomplishment.”

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被引用紀錄


賴燕青(2012)。領導者定位、領導者行為對部屬情緒耗竭影響之研究-心理定位理論之觀點〔碩士論文,中原大學〕。華藝線上圖書館。https://doi.org/10.6840%2fcycu201200602

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