Job Satisfaction of Front Line Service Employees in Taiwanese Chain Restaurant Industry

• Main Authors: Ko-Tuan Chang, 張哿端
• Other Authors: Sue S.E.Joe Ph.D
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/h8348h

碩士 === 國立臺中科技大學 === 企業管理系碩士班 === 104 === In recent years, there is a rapid development in Taiwanese chain restaurant industry. According to the investigation of Taiwan Chain Stores and Franchise Association, during the period of 2011 to 2014, the number of stores in Taiwanese Chain Restaurants increased from 5267 to 5716, and the growth rate was 8.5％. In 2014, the personnel demand was 26.5％per month, which was higher than 2013. However, according to National Development Council(2015)and 104 Human Resource Agency(2014), the lack of manpower of catering industry is increasing seriously every year. Because of the labor-intensive characterized by a great demand for human resource, the employees of chain restaurants are asked to demonstrate good behaviors, such as keeping smiling and offering positive emotional labor during the working time. The managers of chain restaurants have to find effective ways to motivate their employees and guarantee high service quality. In Taiwan, there were limited studies focusing on chain Restaurant front line employees using the Motivation-Hygiene Theory as the study framework. Most were focused on the educational and financial industries. Extending this line of research, this study focused on the inspiration of chain restaurant front line employees and the relationship between emotional labor and job satisfaction. The study used a questionnaire survey of the FLSE working in chain restaurants, and analyzed the data by SPSS 22. The findings are: hygiene factors have greater influence on job satisfaction than incentive factors do; the correlation between job satisfaction and job performance is positive. Furthermore, emotional labor has a significant moderating effect on the relationship between job satisfaction and job performance. The results of the study may offer suggestions for the managers of the chain restaurant industry in managing emotional labor, promoting human resource quality, stimulating enthusiasm, and enhancing service quality and performance