持盤方式與餐食擺置位置對於服務生作業績效之影響

The Effects of Holding Trays and Putting Food Positions on Waiter's Working Performance

10.6848/JWL.200809_1(1).0009

何正斌(Cheng-Pin Ho)；張修維(Shu-Wei Chang)；蔡旻峰(Min-Feng Tsai)

持盤方式 ； 餐飲從業人員 ； 累積性職業傷害 ； Tray-holding methods ； Food-service Employees ； Cumulative

工作與休閒學刊

1卷1期（2008 / 09 / 01）

63 - 73

繁體中文

本研究係採雙因子隨機化完全集區設計探討在二種行走路徑（平面、樓梯）下，四種持盤方式（後托、側托、前托、低托）以及二種餐食擺置位置（與手掌垂直、與手掌平行）對於餐飲服務生作業績效之效應。衡量效標包含平均走路時間､溢出量（表示手的穩定度）、握力下降百分比、心搏率及主觀施力知覺評量等。當行走路徑為平面時，結果顯示：(1)在平均走路時間、溢出量、主觀施力知覺評量（左手腕、左前臂、左上臂）以持盤方式為後托表現最差；而平均走路時間以持盤方式為低托與前托表現最佳，左手指及左手腕主觀知覺評量則以持盤方式為低托表現最佳；(2)在溢出量、主觀知覺評量（左上臂）以餐食擺置位置與手掌平行明顯優於餐食擺置位置與手掌垂直。當行走路徑為樓梯時，結果顯示：(1)在平均走路時間以持盤方式為低托與前托表現最佳，而以後托表現最差；在溢出量以及主觀施力知覺評量（左手指、左手腕、左上臂、肩膀、下背、全身）以持盤方式為後托表現最差。(2)在溢出量以餐食擺置位置與手掌平行明顯優於餐食擺置位置與手掌垂直。因此建議從事餐飲業之服務生托盤姿勢宜使用低托與前托方式，而在餐食擺置位置上宜與手掌平行，不僅可以提高送餐績效，且可以降低手部疲勞程度。

This study adopted randomized complete block design with 2 factors to investigate the effects about 4 different methods of tray-holdings (holding behind, holding in body-side, holding in front, and holding low) and 2 different kinds of dish-arrangements (placing food vertically to palm, placing food paralleled to palm) in coordination with 2 different routes (walking on a plane surface or a stairway). The measuring criterion includes the averaged walking time, spillage (indicating the stability of the hand), and the decreased ratio of grasping strength, heart-beating rate and RPE (Rating of Perceived Exertion). Under the circumstance of walking on a plane surface, the result shows that according to the result of averaged walking time, spillage, RPE (left wrist, left forearm, left upper arm), the worst performance among those four tray-holding methods is holding behind; in the aspect of the averaged walking time, the best performance of tray-holding are both of holding low and holding in front; in RPE, is holding low. According to the result of spillage and RPE (left upper arm), while dish-arrangements placing paralleled to palm is better than vertically to palm. Under the circumstance of walking on a stairway, the result shows that according to the result of averaged walking time, the better performance of tray-holding are both of holding low and holding in front. And, the worst performance is holding behind. According to the result of spillage and RPE (left fingers, left wrist, left upper arm, shoulder, lower back, whole body), the worse performance among the four tray-holding methods is holding behind. According to the result of spillage, while dish-arrangements placing paralleled to palm is better than vertically to palm. Therefore, I recommend that the employees working in restaurants as serving food and/or drinks should serve in the postures of holding low and holding in front, and place the food and/or drinks paralleled to palm. Thus, not only can improve the serving efficiency, but also can reduce the fatigue of hands.

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