領導風格對餐廳服務破壞行為之影響

The Influence of Leadership Style on Restaurant Service Sabotage Behaviors

劉韋伶(Wei-Ling Liu)

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(2014年)

https://doi.org/10.6825/NKUHT.2014.00051

摘要

服務破壞於餐旅業已成普遍存在的現象。對於餐飲業而言，破壞行為對服務品質具有極大的影響性。為了避免服務破壞行為的產生，相關研究顯示管理者對於員工監控程度越高，則降低破壞行為發生率。而組織內部成員影響員工最重要角色為管理者，因此，本研究目的主要為探討領導風格對餐廳服務破壞行為之影響。本研究針對台灣大專院校曾於餐廳實習一年的學生為研究對象，採用立意抽樣法與分層抽樣法，發放10間學校計594份，有效問卷為436份，有效回收率達73.34％。研究結果顯示，體制與體恤領導風格分別對餐廳服務破壞行為呈負相關，其中體制領導風格對餐廳服務破壞行為之簡化流程與冷漠對待構面影響性較體恤領導風格高；反之，體恤領導風格對餐廳服務破壞行為中之迴避要求、干擾顧客與改變氛圍構面的影響性較體制領導風格高。除此之外，將體制與體恤領導風格切割成四種類型分析，顯示低體制-低體恤領導風格類型比其他類型較容易導致員工從事破壞行為。此外，亦發現男性員工較女性員工容易觀察到破壞行為，產生此現象的可能性為組織內普遍存在次文化現象而導致從事破壞行為。

關鍵字

領導風格 ； 服務破壞 ； 餐廳

並列摘要

Service sabotage is a prevalent phenomenon in the restaurant industry and severely impacts on service quality. In order to avoid the occurrence of sabotage behaviors, previous studies about service sabotage on leadership indicated that the greater the employees’ perceptions of supervisor surveillance during service, the lower the frequency of service sabotage. Also, the manager is the most important person who has influenced on behavior of employee in the organization. Therefore, this study aimed to analyze the influence of leadership style on employees’ sabotage behaviors in the restaurant. Questionnaires were collected from college students who had one-year internship experience in the restaurant industry and issued to ten colleges from Taiwan by purposive and stratified sampling method. As a result, 436 valid samples were accumulated with 73.34% response rate. The result demonstrated that initiating structure and consideration leadership style were negative related to restaurant service sabotage behavior. Interestingly, found the initiating structure leadership style had a higher negative correlation on the dimensions of “simplifying service procedure” and “treating customers coldly” than the considerate leadership style. Conversely, dimensions of “avoiding customers’ demands”, “interrupting customer” and “changing ambiance” were more easily managed when employing the consideration leadership style. Besides, it is divided into four leadership types to discuss a relationship with restaurant service sabotage behaviors and found the low initiating structured and low considerate leadership easily engaged in sabotage behavior from employee. In addition, male employees in the industry seem more prone to service sabotage behaviors than females. This indicates a possibility that is that a sub-cultural prevalence exists in organizations.

並列關鍵字

leadership style ； service sabotage ； restaurant

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