| Summary: | 碩士 === 國立高雄餐旅大學 === 餐旅管理研究所 === 102 === Food and Beverage Industry has grown fast and competitive over the years. As a result, the entrepreneurs are trying to focus more on the service aspect to emphasize service employee’s emotional labor. Therefore, service employees need not only professional skills but also sweet smile and decent attitude. Nevertheless, human being is a kind of emotional creature. Especially, service employees work for a long period of time a day, whether their behavior correspond with their emotions will influence their emotional labor and furthermore, their job satisfaction. This study investigates two chain restaurants and three independent restaurants in Kaohsiung. The following are results of this empirical study: First, emotion (positive emotion and negative emotion) and emotional labor (deep acting and surface acting) are the main factors that influence job satisfaction of service employees. Second, these four aspects of study significantly influenced job satisfaction, but only gender variables were significantly different to the service employees’ job satisfaction in the demographic variables. Third, service employees were divided into four types, we found out that different types of service employees led to significantly different job satisfaction. The most suitable type of service employees for food and beverage service was of those who keeps positive emotion and provide nice service with sincere smile and appropriate attitude.
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