餐饮企业服务员情绪工作及对组织承诺的影响研究

发布时间：2018-03-23 18:15

本文选题：餐饮企业服务员　切入点：情绪工作　出处：《南昌大学》2012年硕士论文

【摘要】：餐饮业近些年高速增长,服务员需求不断增加,服务员离职率高,服务员的管理逐渐引起餐饮企业管理者重视。餐饮企业服务员具有较高情绪负荷,在一定程度上影响其对企业的组织承诺。本研究对连云港、上海和南昌等地的餐饮企业357名服务员的情绪工作和组织承诺状况进行了问卷调查,并使用SPSS统计软件进行数据分析,同时对20名服务员进行了访谈,经分析研究结果如下： (1)服务员的情绪工作中,自然表现频率高于深层表现,使用表面表现频率最低,服务员的情绪表达与组织要求的情绪具有比较高的一致性。 (2)服务员对企业的组织承诺中,感情承诺最高,经济承诺最低,服务员对企业的组织承诺处于中等偏下水平。 (3)服务员的情绪工作和组织承诺具有人口统计学差异。 (4)服务员的情绪工作对组织承诺有显著影响,其中表面行为影响服务员对企业的感情承诺和经济承诺；深层表现影响服务员的感情承诺、理想承诺和机会承诺；自然表现影响服务员对企业的理想承诺。根据研究结果及进一步的讨论分析,笔者从人力资源管理的角度,以服务员情绪工作为出发点,主要从服务员的自身的努力、组织的积极管理和中国烹饪协会的积极引导三个方面,提出缓解服务员负性情绪、增加情绪工作的积极影响以及提高服务员组织承诺的建议。
[Abstract]:In recent years, the catering industry has grown rapidly, the demand for waiters has been increasing, the rate of staff turnover is high, and the management of waiters has gradually attracted the attention of catering enterprise managers. To some extent, it affects its organizational commitment to enterprises. This study conducted a questionnaire survey on the emotional work and organizational commitment of 357 waiters in Lianyungang, Shanghai and Nanchang. SPSS statistical software was used to analyze the data and 20 waiters were interviewed. The results were as follows:. 1) in the emotional work of waiters, the frequency of natural performance is higher than that of deep performance, and the frequency of surface performance is the lowest, and the emotional expression of waiters has a high consistency with the emotion required by the organization. Among the organizational commitments of waiters to enterprises, the emotional commitment is the highest, the economic commitment is the lowest, and the waiters' organizational commitment to the enterprise is at the middle and lower level. There are demographic differences in the emotional work and organizational commitment of waiters. (4) the emotional work of waiters has a significant impact on organizational commitment, among which the superficial behavior affects the waiter's emotional commitment and economic commitment, and the deep performance affects the waiter's emotional commitment, ideal commitment and opportunity commitment. Natural performance affects the waiter's ideal commitment to the business. According to the results of the research and further discussion and analysis, from the perspective of human resources management, the author takes the emotional work of waiters as the starting point, mainly from the waiter's own efforts. The active management of the organization and the positive guidance of the Chinese Cooking Association were put forward to alleviate the negative emotion of the waiters, increase the positive influence of emotional work and raise the organizational commitment of the waiters.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：B849;F719.3

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