工作滿意度與留任意願關聯性探討──以領導方式為調節因子

An Investigation on Relationship between Job Satisfaction and Employee Retention-Lead ership a s Moderators

關於工作滿意度與留任意願的研究大多集中在一些需要長時間與顧客互動的工作上，如醫護人員的工作滿意度、教師、工程師等，反觀與顧客接觸時間較短的餐飲業的相關研究比較少。餐飲業的研究主要聚焦在提升顧客再購意願、透過行銷方式來增加來客數及降低食材成本等，而如何從員工管理的角度來思考，了解餐飲業工作滿意度對員工留任意願的影響是較少受到重視的。在餐飲業的經營中，店長或店經理通常扮演重要的角色，因為他們可以影響營運績效、員工分紅與員工的服務態度，領導被認為會影響員工的效能，但領導在餐飲業的實證研究並不多。因此，本研究探討餐飲業員工工作滿意度與留任意願的關係，並以領導方式作為調節因子，以了解華人文化的家長式領導及西方文化的授權領導的調節作用的差異。本研究以問卷調查方式，針對年滿20歲以上具有餐飲工作經驗的人士為調查對象，採用隨機發放共發放500份問卷，回收402份問卷供研究假設驗證。經過迴歸分析發現，員工滿意度會正向影響留任意願，但餐飲工作特性對留任意願的影響與過去不同產業的結果不同。領導方式在工作滿意度與留任意願間具有調節作用，但不同的領導方式之調節作用具有差異性。最後，本文根據研究發現提出許多的管理建議，協助餐飲業在員工任用與管理之參考依據。

A plethora of research has been conducted on job satisfaction and employee retention in industries where service-customer interactions are heavily involved, such as in medical cares, education, and engineering. By contrast, similar research in the catering industry, where customer interactions are typically brief, has been overlooked. Empirical evidence from a managerial perspective is therefore much needed to shed light on personnel management in the catering industry. In a catering business, the role of store manager is crucial in many respects such as the overall performance, employees’ appraisal and service quality reassurance. While leadership style is generally perceived as an important factor, empirically research in this regard is scarce in catering industry. This study conducts a survey to identify the relationship between job satisfaction and employee retention. Using leadership style as moderator, this study attempts to explore the difference between the paternalistic leadership in Chinese culture and the Western delegators leadership. 500 questionnaires were administrated and the response rate is about 80%. Regression analyses indicate that employee retention is positively influenced by job satisfaction, but no significant effect is found between the job characteristic and employee retention. Leadership plays as a moderator, to a varying degree, depending on actual managerial circumstances. Based on these findings, several managerial advices are provided for management and practitioners in catering industry.