黑暗的關鍵時刻:餐飲業服務破壞行為探討

The Dark Side of “Moment of Truth”:Research of the Service Sabotage Behaviors in the Food and Beverage Industry

郭懿萱(I-Hsuan Kuo)

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(2010年)

摘要

第一線員工乃是「關鍵時刻」中的關鍵角色。餐飲業員工所進行高服務接觸之工作，對於顧客的感受乃是最直接的，然而過去關於服務品質方面的研究，尚未深入探討餐飲業員工故意破壞服務工作之情形。本研究旨在透過焦點團體訪談法，針對餐飲業第一線員工，分六組共四十一人進行訪談，試圖了解目前餐飲業服務破壞之情形、員工進行服務破壞之動機，並對員工進行服務破壞之行為進行分析與歸納。研究發現，雖餐飲業員工對於服務破壞情形之認知不盡相同，但皆認為是有「意圖」的危害了組織或顧客之間的利益。在員工進行服務破壞之動機方面，可從「員工本身因素」、「顧客因素」及「組織因素」進行探討。此外，在服務破壞行為上，餐飲業員工針對「顧客」所進行服務破壞行為之類型可分為「拒絕顧客」、「暗示顧客」、「干擾顧客」、「戲弄顧客」、「惡待顧客」、「簡化流程」、「佔顧客便宜」及「降低餐點品質」八種形式；而針對「組織」所進行服務破壞行為之類型則可分為「佔公司便宜」及「擅自違例」兩種形式。最後，本研究並依據研究結果，提出餐飲業員工之服務破壞類型的參考架構及相關管理意涵，以做為後續相關研究參考。

關鍵字

服務破壞行為 ； 餐飲業 ； 焦點團體訪談法

並列摘要

The frontline employees serve the key roles of telling the “Moment of Truth”. Employees in the food and beverage industry provide the high customer-contact service work that customers can directly feel satisfied or not. In the past studies focusing on quality of service, few discussed about the employees who sabotage the service encounter and works. Recent studies of employees’ misbehaviors in service industry have been more and more emphasized. This research adopted “focus groups” interview technique, aims at the frontline employees who have work experiences in food and beverage industry, attempted to understand the situations and motivations of the service sabotage during their service work ,and analyzed the types of service sabotage behaviors .
Six groups of part-time employees, a total of 41 , were interviewed. The results indicated that the perceptions of employees toward service sabotage are not completely the same, but all of them see service sabotage as some behavior which is acted intentionally to affect the performance. The Motivations of service sabotage include three factors: Individual Factors, Customers Factors, and Firm Factors. Besides, the results also classify and describe main types of service sabotage behaviors in food and beverage industry : Refusal , Implication, Disturbance , Tease , Mistreatment , Service’s Process Simplification , Quality lowering , Taking Advantage of Customers and Firms , and Contrary Service.
Finally, this research attempted to identify the framework of the service sabotage behaviors by employees in F&B service industry, and it is suggested that further research can extend this research based on the framework.

並列關鍵字

Service Sabotage Behaviors ； Food and Beverage Industry ； Focus Groups

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