本文選題：餐飲企業(yè)服務(wù)員　切入點：情緒工作　出處：《南昌大學(xué)》2012年碩士論文

【摘要】：餐飲業(yè)近些年高速增長,服務(wù)員需求不斷增加,服務(wù)員離職率高,服務(wù)員的管理逐漸引起餐飲企業(yè)管理者重視。餐飲企業(yè)服務(wù)員具有較高情緒負荷,在一定程度上影響其對企業(yè)的組織承諾。本研究對連云港、上海和南昌等地的餐飲企業(yè)357名服務(wù)員的情緒工作和組織承諾狀況進行了問卷調(diào)查,并使用SPSS統(tǒng)計軟件進行數(shù)據(jù)分析,同時對20名服務(wù)員進行了訪談,經(jīng)分析研究結(jié)果如下： (1)服務(wù)員的情緒工作中,自然表現(xiàn)頻率高于深層表現(xiàn),使用表面表現(xiàn)頻率最低,服務(wù)員的情緒表達與組織要求的情緒具有比較高的一致性。 (2)服務(wù)員對企業(yè)的組織承諾中,感情承諾最高,經(jīng)濟承諾最低,服務(wù)員對企業(yè)的組織承諾處于中等偏下水平。 (3)服務(wù)員的情緒工作和組織承諾具有人口統(tǒng)計學(xué)差異。 (4)服務(wù)員的情緒工作對組織承諾有顯著影響,其中表面行為影響服務(wù)員對企業(yè)的感情承諾和經(jīng)濟承諾；深層表現(xiàn)影響服務(wù)員的感情承諾、理想承諾和機會承諾；自然表現(xiàn)影響服務(wù)員對企業(yè)的理想承諾。 根據(jù)研究結(jié)果及進一步的討論分析,筆者從人力資源管理的角度,以服務(wù)員情緒工作為出發(fā)點,主要從服務(wù)員的自身的努力、組織的積極管理和中國烹飪協(xié)會的積極引導(dǎo)三個方面,提出緩解服務(wù)員負性情緒、增加情緒工作的積極影響以及提高服務(wù)員組織承諾的建議。
[Abstract]:In recent years, the catering industry has grown rapidly, the demand for waiters has been increasing, the rate of staff turnover is high, and the management of waiters has gradually attracted the attention of catering enterprise managers. To some extent, it affects its organizational commitment to enterprises. This study conducted a questionnaire survey on the emotional work and organizational commitment of 357 waiters in Lianyungang, Shanghai and Nanchang. SPSS statistical software was used to analyze the data and 20 waiters were interviewed. The results were as follows:. 1) in the emotional work of waiters, the frequency of natural performance is higher than that of deep performance, and the frequency of surface performance is the lowest, and the emotional expression of waiters has a high consistency with the emotion required by the organization. Among the organizational commitments of waiters to enterprises, the emotional commitment is the highest, the economic commitment is the lowest, and the waiters' organizational commitment to the enterprise is at the middle and lower level. There are demographic differences in the emotional work and organizational commitment of waiters. (4) the emotional work of waiters has a significant impact on organizational commitment, among which the superficial behavior affects the waiter's emotional commitment and economic commitment, and the deep performance affects the waiter's emotional commitment, ideal commitment and opportunity commitment. Natural performance affects the waiter's ideal commitment to the business. According to the results of the research and further discussion and analysis, from the perspective of human resources management, the author takes the emotional work of waiters as the starting point, mainly from the waiter's own efforts. The active management of the organization and the positive guidance of the Chinese Cooking Association were put forward to alleviate the negative emotion of the waiters, increase the positive influence of emotional work and raise the organizational commitment of the waiters.
【學(xué)位授予單位】：南昌大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：B849;F719.3

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