餐飲服務人員服務態度之研究——以國際觀光旅館為例

The Study for Service Attitude of Food Service Employees in International Tourist Hotels

員工服務態度為顧客滿意度之重要因素，然而儘管服務人員態度的重要性一再被提及，但針對影響員工服務態度的研究卻不多。本研究以服務時間長，與顧客接觸次互動頻率高，且為高情緒勞務內容的餐飲服務人員為樣本，從不同個人背景屬性瞭解並分析餐飲服務員工，對服務態度認知情形之差異所在，並針對如何提升服務態度做進一步探討與建議。

Service workers' service attitude is the key factor of customer satisfaction. However, few studies have explored service attitude of employees. 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. A questionnaire survey was conducted to collect necessary data and 322 valid samples were obtained from 25 international tourist hotels in Taipei. Finally, based on the results of this study, suggestions were made for hospitality and tourism industry.