餐飲業服務人員情緒勞務人格特質對服務品質影響之探討---以台北圓山飯店為例

EMOTIONAL LABOR CATERING STAFF TO EXPLORE THE IMPACT OF PERSONALITY ON SERVICE QUALITY --- A CASE STUDY OF THE GRAND HOTEL IN TAIPEI

洪嘉仁(Chia-Jen Hung)

人格特質 ； 情緒勞務 ； 服務品質 ； 行為知覺 ； Personality Traits ； Emotional Labor ； Quality of Service ； Perceived Behavior

桃園創新學報

35期（2015 / 12 / 01）

471 - 480

繁體中文

由於社會經濟的快速發展，隨著民眾在外用餐之比重增加，在用餐的過程中，本研究認為服務人員展現其正面情緒已成為最基本的必要條件，餐飲業想要進一步讓消費者感受愉悅與滿意，則要仰賴服務人員主動與發自內心的顧客服務，故本研究主要驗證目的：以餐飲業服務人員情緒勞務人格特質對服務品質影響。研究方法乃採用巢型模式與卡方差異性檢定。並以台北圓山飯店第一線服務人員為研究對象，共發出問卷540 份，回收有效問卷389 份，回收率為72%。研究結果：1.格特質與情緒勞務之間有顯著相關。2.情緒勞務與之服務品質之間有顯著相關。3.人格特質與服務品質之間有顯著相關。並針對甄選員工、職務調動及教育訓練的實用性提出建議。

The proportion of dining-out population is increasing with the rapid development of social economy. It is considered that service staff presenting positive emotion has become the essential condition in the dinning process. To further have the customers perceive pleasure and satisfaction, service staff in catering industry actively and heartedly serving customers is critical. For this reason, this study tends to verify the effects of Personality Traits on Quality of Service of service staff in catering industry from the aspect of Emotional Labor. Design of research: With Nested Model, Chi Square Test is applied to test the hypotheses. Total 2700 copies of questionnaires are distributed to the first-line service staff of The Grand Hotel and 1960 valid copies are retrieved, with the retrieval rate 73%. The research results show significant correlations between 1.Personality Traits and Emotional Labor, 2.Emotional Labor and Quality of Service, and 3.Personality Traits and Quality of Service. The practicability of the research results are further proposed suggestions.