餐飲業正職服務員服務破壞前因與行為研究

Service Sabotage Antecedents and Behaviors of Full Time Employees in Food and Beverage Industry

林瑜珊(Lin, Yu-Shan)

指導教授 ： 孫路弘

國立高雄餐旅大學/餐旅學院/餐旅管理研究所/碩士(2011年)

摘要

服務破壞指的是員工「蓄意」使用「負面行為」去影響服務的傳遞過程。本研究透過焦點團體訪談法，針對餐飲業正職服務員為研究對象，分為七組共三十二人進行訪談，試圖了解其進行服務破壞之前因與行為，並進行分析與歸納。研究發現，員工進行服務破壞之前因，可歸納為「個人因素」、「組織因素」、「顧客因素」。此外，在服務破壞行為類型可分為「拒絕顧客」、「漠視顧客」、「暗示顧客」、「干擾顧客」、「愚弄顧客」、「惡待顧客」、「簡化流程」七種形式。最後依據研究結果，提出餐飲業服務員在各個服務流程點之服務破壞行為類型，提出管理意涵，以做為後續相關研究參考。

關鍵字

服務破壞 ； 餐飲業 ； 焦點團體訪談法

並列摘要

Explication of service sabotage is that organizational members intentionally act negative behaviors during service delivery process. This research adopted “focus groups” interview technique, aiming at full-time employees who have at least six months working experiences in food and beverage industry. Seven groups of full-time employees, a total of thirty two informants, were interviewed. This study attempted to understand, analyze, and generalize the antecedents and behaviors of service sabotage.

The antecedents of service sabotage include three factors: Individual Factors, Firm Factors, and Customer Factors. The researchers also classify and describe seven folds of service sabotage behaviors: Refusal, Disregard, Implication, Disturbance, Foolery, Mistreatment, and Service Processes Simplification. Last but not least, this research attempted to identify the types of service sabotage behaviors by employees in food and beverage industry during service delivery process and assert managerial implications for future studies.

並列關鍵字

Service Sabotage ； Food and Beverage Industry ； Focus Groups

參考文獻

郭德賓（2006）。餐飲業難纏顧客之研究：以台灣地區國際觀光旅館餐廳為例。顧客滿意學刊,2,1~26。

Analou, F. (1995). Workplace sabotage: Its styles, motives and management. The Journal of Management Development, 14(7), 48-65.

Bowning（2008）. An exploratory study into deviant behaviour in the service encounter:How and why front-line employees engage in deviant behavior. Journal of Management & Organization ,14, 451-471.

Harris, F. & de Chernatony, L. (2001) Corporate branding and corporate brand performance, European Journal of Marketing, 35(3), 441–456.

Harris, L., & Ogbonna, E. (2002). Exploring service sabotage: The antecedents, type,and consequences of frontline,deviant,antiservice behaviors. Journal of Service Research, 4, 163-183.