| Summary: | 碩士 === 南臺科技大學 === 休閒事業管理系 === 107 === For service industry which is focused on customer orientation, the staff are the main providers of services, and they are also the first line personnel who directly contact with the customers. The expressions, attitudes and emotions of service personnel can make customers feel and perceive directly. This feeling will affect customer satisfaction and loyalty toward the company. Therefore, employees' emotional labor, job satisfaction and organizational commitment are important links of human resource management. The relationship between chain coffee shop employees’ emotional labor, job satisfaction and organizational commitment was studied in this research. Data was collected by questionnaire survey, quota sampling and convenience sampling. A total of 320 questionnaires were distributed, 253 respondents were valid to be studied. The effective response rate was 79.1%. The data were analyzed by descriptive statistics, reliability analysis, exploratory factor analysis, regression analysis, independent sample t-test and one-way ANOVA. The results indicated that emotional labor was significantly and negatively influence job satisfaction and organizational commitment. The job satisfaction was significantly and positively influence organizational commitment. The results of this research could be used as a reference for human resource management in the catering industry.
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