建議 - 結論與建議 - 國際觀光旅館餐飲部第一線服務人員之情緒勞務與影響

第五章結論與建議

第二節建議

一、管理意涵

本研究根據實證結果，對經營與推廣單位提供管理上之意見，結果顯示，當國際觀光旅館餐飲部第一線服務人員情緒勞務的負擔比較高時，容易產生工作倦怠也易降低工作的滿意程度，應以主管人員與同事的支持和關心，可以降低其他的不良因素。

建議可多加員工的戶外訓練或活動，讓同事與主管間的關係可以更融洽。在人口統計變項之中，多達半數以上為服務人員，教育程度都在大專居多，在管理的部份，已不再用以師徒制的方式，多讓這些比較高知識份子的同仁參與知性的旅行或圑康活動。

二、後續研究建議

一般而言，質性之研究可以產生豐富、詳細與有效之資料，對於研究脈絡可以深入瞭解，具有相當的貢獻。相反地，量化研究可以產生可信之以母體為基礎與具有概化性之資料，極為適合於建立因果之關係。建議未來之研究亦可運用質性與結構方程模式研究之方法，進一步驗證本研究中建構因果之關係。

本研究運用單因子變異數分析、迴歸分析，驗證了國際觀光旅館餐飲部第一線服務人員對情緒勞務、工作倦怠與工作滿意度之後具有顯著的相關性，部份構面未成立，建議後續研究者，研究對象可延伸至一般餐廳，可進一步檢驗其關係。

第三節研究限制

本研究由於時間及成本的考量，使得研究存在某些限制，說明如下。

本研究受限於時間與便利抽樣，以北部、中部、南部為本研究研究對象，且問卷的寄發多經由主管的推薦及發放，使得樣本選取程序不夠隨機。此外在回收問卷上的職稱，大多數受測者集中於工讀生與實習生，使得本研究在不同的職稱缺乏全面性的探討。此兩項研究範圍的限制，將使本研究的推論性受到某程度的限制。

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附錄一餐飲業情緒勞務原文量表題項

S e c t i o n I : e m o t i v e d i s s o n a n c e

1. I fake a good mood when interacting with customers.

2. I fake the emotions I show when dealing with customers.

3. I put on a mask in order to express the right emotions for my job.

4. The emotions I show to customers match what I truly feel.

5. I behave in a way that differs from how I really feel.

6. I put on an act in order to deal with customers in an appropriate way.

7. My interactions with customers are very robotic.

8. I display emotions that I am not actually feeling.

9. I have to cover up my true feelings when dealing with customers.

10. I actually feel the emotions that I need to show to do my job well.

11. I show the same feelings to customers that I feel inside.

S e c t i o n I I : e m o t i v e e f f o r t

1. I try to change my actual feelings to match those that I must express to customers.

2. When working with customers, I attempt to create certain emotions in myself that present the image my company desires.

3. I think of pleasant things when I am getting ready for work.

4. I try to talk myself out of feeling what I really feel when helping customers.

5. When getting ready for work, I tell myself that I am going to have a good day.

6. I try to actually experience the emotions that I must show when interacting with customers.

7. I work at calling up the feelings I need to show to customers.

8. I have to concentrate more on my behavior when I display an emotion that I don’t actually feel.

附錄二工作倦怠原文量表題項

E m o t i o n a l E x h a u s t i o n

1.I feel emotionally drained from my work.

2.I feel used up at th e end of the workday.

3.I feel fatigued when I get up in the morning and have to face another day on the job.

4.Working with people all day is really a strain for me.

5.I feel burned out from my work.

6.I feel frustrated by my job.

7.I feel I’m working too hard on my job.

8.Working with people directly puts too much stress on me.

9.I feel like I’m at the end of my rope.

P e r s o n a l A c c o m p l i s h m e n t

1.I can easily understand how my recipients feel about things.

2.I deal very effectively with the problems of my recipients.

3.I feel I’m positively influencing other people’s lives through my work.

4.I feel very energetic.

5.I can easily create a relaxed atmosphere with my recipients.

6.I feel exhilarated after working closely with my recipients.

7.I have accomplished many worthwhile things in this job.

8.In my work , I deal with emotional problems very calmly.

D e p e r s o n a l i z a t i o n

1.I feel I treat some recipients as if they were impersonal ‘objects’.

2.I’ve become more callous toward people since I took this job.

3.I worry that this job is hardening me emotionally.

4.I don’t really care what happens to some recipients.

5.I feel recipients blame me for some of their problems.

附錄三工作滿意度原文量表題項

1.Generally speaking, I am very satisfied with this job.

2.Most people on this job are very satisfied with their jobs.

在文檔中國際觀光旅館餐飲部第一線服務人員之情緒勞務與影響－兼論社會支持之調節效果 (頁 126-150)

建議

第五章 結論與建議

第二節 建議

第三節 研究限制

參 考 文 獻

附 錄 一 餐 飲 業 情 緒 勞 務 原 文 量 表 題 項

附 錄 二 工 作 倦 怠 原 文 量 表 題 項

附 錄 三 工 作 滿 意 度 原 文 量 表 題 項