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  • 學位論文

餐飲第一線服務人員工作熱情與工作倦怠的關係:反芻思考的中介效果

Passion for Work and Burnout of Restaurant Frontline Workers: The Mediating Effect of Rumination

指導教授 : 陳寬裕

摘要


餐飲第一線服務人員之工作倦怠會降低服務品質、影響營運績效,對企業經營及管理產生負面影響。本研究以反芻思考為中介變項,利用結構方程模型(Structural Equation Model, SEM)進行分析,探討工作熱情與工作倦怠間之關係。並將反芻思考分為三個構面,研究二元熱情模式中諧和式熱情者工作倦怠程度較低、強迫式熱情者工作倦怠程度較高之潛在原因,並藉由此中介變項之操控,達到降低工作倦怠的目的。研究證實屬諧和式熱情的餐飲第一線服務人員,工作時擁有較高的正向情緒,透過反芻思考中反思構面之中介效果,不易產生工作倦怠。強迫式熱情者,經由反芻思考中憂思及憂鬱想法構面的中介效果,工作倦怠程度較高。經實證分析,研究中提出以下建議:一、避免僵化的工作內容與規定,增添工作的豐富與多樣性,提昇第一線服務人員諧和式工作熱情。二、定期追蹤第一線服務人員之熱情特質,瞭解其面對壓力時可能採取之認知模式,並主動探究其可能遭遇之問題,防範未然。對於屬強迫式熱情者,則藉由企業力量給予協助,積極為其解決問題,以跳脫負向情緒,提昇服務品質。三、注意第一線服務人員心理素質與認知模式,適時予以評估,透過教育訓練協助調整認知方式,使其能著重思考問題解決方式,擁有較高的正向情緒。並依據第一線服務人員個人能力,建立更易達成之工作目標,引導其對挫折找尋正確的改善行為。

並列摘要


Burnout of restaurant frontline workers will lower service quality and operational performance, thus causing negative effect on business operations and management. This study treats rumination as a moderating variable, and conducts analysis with the Structural Equation Model (SEM) to explore the relationship between passion for work and burnout. Rumination is divided into three dimensions to determine the latent reasons of low burnout of those with harmonious passion and high burnout of those with obsessive passion in a dual passion model. By manipulating the moderating variable, this study attempts to lower burnout. This study found that restaurant frontline workers with harmonious passion have higher positive emotion at work. Through the mediating effect of reflection in rumination, they usually do not experience burnout. Through the mediating effects of brooding and depression-related rumination, those with obsessive passion tend to experience burnout. Based on the results of empirical analysis, this study proposes the following suggestions: (a) avoid rigid work content and regulation, increase diversity of work, and enhance frontline workers’ harmonious passion; (b) regularly monitor frontline workers’ passion characteristics, recognize their possible cognitive model in stress, and actively explore their possible obstacles as prevention; companies should help those with obsessive passion to actively solve their problems in order to avoid their negative emotion and enhance service quality; (c) consider frontline workers’ psychological quality and cognitive model, and properly evaluate them. Through educational training and cognitive adjustment, the workers are cultivated to focus on problem-solving and achieve more positive emotion. Moreover, according to frontline workers’ personal competence, reachable goals are set to guide them improving and dealing with frustration.

參考文獻


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