餐飲業近年來發展快速且競爭激烈,因此業者逐漸將重心轉向服務層面,強調服務人員的情緒勞務,希望除了能讓顧客享受美食外,也能讓顧客擁有美好的用餐體驗。所以,服務人員除了要具備專業的服務技能,還須展現甜美的笑容與親切的態度。然而,人類是有情緒的動物,特別是服務人員在長時間的工作下,展現的行為是否與內心一致,將會影響其情緒勞務,並進而影響工作滿足。因此,本研究以高雄地區三家連鎖餐廳與三家獨立餐廳進行實證研究,探究服務人員的情緒勞務與工作滿足之間的關係。研究結果發現:餐飲業服務人員的情緒勞務,可以歸納為「正向情緒」、「負向情緒」、「表層展演」與「深層展演」四個構面,而且對工作滿足均有顯著影響效果,但是不同人口統計變數的服務人員在工作滿足上只有部分有顯著差異。此外,以集群分析將服務人員分成「享受表演」、「角色錯誤」、「適才適所」與「稱職演員」四種類型,發現不同類型的服務人員在工作滿足上有顯著差異,其中最適合從事餐飲業的類型為:工作時保持正向情緒,而且以深層展演提供服務的適才適所人員。
Food and Beverage Industry has grown fast and competitive over the years. As a result, the entrepreneurs are trying to focus more on the service aspect to emphasize service employee’s emotional labor. Therefore, service employees need not only professional skills but also sweet smile and decent attitude. Nevertheless, human being is a kind of emotional creature. Especially, service employees work for a long period of time a day, whether their behavior correspond with their emotions will influence their emotional labor and furthermore, their job satisfaction. This study investigates two chain restaurants and three independent restaurants in Kaohsiung. The following are results of this empirical study: First, emotion (positive emotion and negative emotion) and emotional labor (deep acting and surface acting) are the main factors that influence job satisfaction of service employees. Second, these four aspects of study significantly influenced job satisfaction, but only gender variables were significantly different to the service employees’ job satisfaction in the demographic variables. Third, service employees were divided into four types, we found out that different types of service employees led to significantly different job satisfaction. The most suitable type of service employees for food and beverage service was of those who keeps positive emotion and provide nice service with sincere smile and appropriate attitude.