The effect of employees’ stress on service quality in the restaurant industry: The role of job engagement

• Main Authors: LIN,SHU-WEI, 林書緯
• Other Authors: LIOU,JIA-WEN
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/vkb56q

碩士 === 嶺東科技大學 === 行銷與流通管理系碩士班 === 104 === The restaurant industry has grown in recent years no matter in quantity or total amount. The reason why restaurants are flourish is based on group of unmarried, family, foreign tourist and so on because food is indispensable for everyone. These groups have the same features that it doesn’t have much time to cook. Taiwan is a multiple of food cultures for foreign travelers who are attracted by this feature. This research is focus on restaurants industry and investigated whether job engagement can enhance the contribution of eustress positive impact on service quality; whether inferior distress can slow down the negative impact of service quality. Through the research we can let restaurants understand that how the job engagement and the service quality’s positive and negative reflect are important. In this study, the central region of Taiwan as an object restaurant official questionnaires were distributed among 300, after excluding invalid questionnaires for a total of 250 valid questionnaires. The empirical results are as follows: (1) eustress has a significant positive impact on the service quality; (2) distress have negative effect on the service quality; (3) job engagement have significant positive impact on the service quality; (4) job engagement will increase eustress on the service quality between positive correlation; (5) job engagement will slow down distress on the service quality between negative correlation.