餐飲服務人員人格特質與服務態度之研究

The Study for Locus of Control and Service Attitude of Food Service Employees

服務員工的服務態度是顧客滿意的關鍵因素。而人格特質該是影響服務態度的重要變項。本研究以服務時間長、和顧客接觸頻率高、及高情緒勞務的餐飲服務人員為樣本，從不同個人背景屬性及人格特質服務員工，瞭解並分析其對服務態度認知情形之差異所在。本研究結果為餐飲服務人員的內外控人格特質確實和服務態度有關聯。最後依結果提出具體的建議，俾供餐旅業者人力資源發展、員工招募與訓練之參考。

Service workers’ service attitude is the key factor of customer satisfaction. It is postulated that personality traits are the important variables affecting service attitude. This study aimed to focus on food service employees, who have long working time as well as high customer-contact frequency and are high emotional labor, to explore service attitude of employees. Consequently, the results are obtained as follow: Relationships significantly exist between employee’s personality traits with service attitude. Finally, based on the results of this study, suggestions were made for hospitality and tourism industry as a reference.