餐飲外場從業人員的社會支持、情緒勞務與工作表現之研究

The Relationships among Social Support, Emotional Labor and Job Performance of the Hospitality Front-line Employees

本研究旨在探討餐飲外場從業人員的社會支持、情緒勞務與工作表現之 關係。研究方法以問卷調查法進行資料蒐集，計有效問卷共329份。研究結果 發現，受測者大都能知覺到社會支持，且有正向的情緒勞務與工作表現。t考 驗與Tukey事後檢定，發現不同背景變項的受試者在社會支持、情緒勞務與工 作表具有顯著差異。逐步迴歸分析結果發現，社會支持與情緒勞務對工作表 現具有顯著預測力，其預測值達33.2%。因果模式分析顯示，社會支持知覺與 正向情緒勞務表現有助工作表現提升。其次，社會支持與工作表現以及情緒 勞務與工作表現具正向關係，情緒勞務並具有中介角色，調節社會支持對工 作表現的影響。研究並提出相關建議，以作為觀光飯店留住優秀餐飲外場人 員及未來研究之參考。

The main purpose of this study was to examine relationships among social support, emotional labor, and job performance. Quantitative data was collected from 329 hospitality front-line employees. Results showed that employee who reported receiving high levels of social support, positive perception on emotional labor, and good job performance. T test and Tukey test results indicated that demographic variables were statistically significant differences on these research variables. Stepwise regression analysis results suggest that social support and emotional labor were statistically significant predictor variables for job performance, and the coefficient of determination(R2) was 33.2%. Specifically, a causal modeling approach tests indicate that employee perceptions of social support and positive emotional labor can increase job performance. Other results suggest a positive relationship between social support and emotional labor, a positive relationship between emotional labor and job performance, and that emotional labor mediates effects of social support on job performance. Recommendations for future research and applications of the results were suggested.