臺灣博碩士論文加值系統

旅館業餐飲從業人員的工作性質屬於以人為服務導向，服務對象多為動態及多國籍語言的顧客，加上必須隨時面對突發的客訴及危機事件，在種種工作壓力的累積下，旅館業餐飲從業人員易產生職業倦怠。由於職業倦怠的員工對企業組織造成嚴重的負面影響，如工作績效低落、曠職與離職，因此如何改善員工職業倦怠是為旅館業人事管理的重大課題。過去曾有研究證實主管的轉型領導風格對部屬職業倦怠具有減緩的效果，然而國內餐旅業在此議題上探究甚少，且現有研究多將轉型領導風格視為單一構面，無法明確指出如何運用轉型領導風格的行為層面來改善職業倦怠，因而引發本研究動機。

本研究以部屬的角度來探討餐廳經理的轉型領導風格對餐飲服務人員職業倦怠的影響效果。研究對象以台灣地區國際觀光旅館餐飲部外場正職服務人員為主，採用結構性問卷以立意抽樣法進行調查，共發出300份問卷，回收有效問卷240份，並運用SPSS統計軟體進行資料分析。研究結果發現，不同「婚姻狀況」與「職稱」的員工在職業倦怠上有顯著差異性，且主管的轉型領導風格對餐飲服務人員的職業倦怠感受有顯著影響效果且具有構面上的差異性：

一、轉型領導風格中的「親近融合」、「願景引領」與「尊重關懷」對職業倦怠中的「情緒耗竭」有顯著負向影響。
二、轉型領導風格中的「親近融合」與「尊重關懷」對職業倦怠中的「乏人性化」有顯著負向影響。
三、轉型領導風格中的「願景引領」、「尊重關懷」與「激發鼓舞」對職業倦怠中的「個人成就感低落」有顯著負向影響。

Food service employees are subjected to human-oriented service, multinational, multilingual, many customers’ complaints, and unplanned situations. All these job characteristics are easily to make workers weighted down by the high stress, which ultimately leads to the occupational health condition—burnout. Burnout has a negative impact on employee commitment and performance, and results in some harmful behaviors such as being absent from work or turnover. Once an employee leaves the job, the company has to take the cost of turnover. Therefore, how to reduce employees’ burnout is the important issue to hotel management. There are studies which found out the impact of transformational leadership style on subordinates’ burnout. However, there are few researches discussing this issue in domestic hospitality industry. Therefore, this study aimed to understand the relationship between transformational leadership style and burnout, trying to find out the differences between the dimensions’ effects.

The results showed that the marital status makes difference: the single employees have higher burnout level than the married ones; the captains have the highest burnout level, the second high is the servers. Transformational leadership style has the negative impact on employees’ burnout, and different dimensions have different effects:

A.The three dimensions of transformational leadership—“friendly kindness,” “lead by vision” and “empower with consideration” have significant negative impact on the primary symptom of burnout—“emotional exhaustion.”
B.The two dimensions of transformational leadership—“friendly kindness” and “empower with consideration” have significant negative impact on the second symptom of burnout—“depersonalization.”
C.The three dimensions of transformational leadership— “lead by vision,” “empower with consideration” and “inspirational motivation” have significant negative impact on the last symptom of burnout—“reduced personal accomplishment.”

書名頁i
博碩士論文授權書ii
論文口試委員審定書iii
中文摘要iv
英文摘要vi
誌謝viii
目錄ix
表目錄xi
圖目錄xii
第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的4
第三節 研究流程5
第二章 文獻探討6
第一節 職業倦怠6
第二節 領導風格14
第三節 領導風格與職業倦怠24
第三章 研究方法26
第一節 研究架構26
第二節 研究假設27
第三節 問卷設計28
第四節 研究對象與問卷發放33
第五節 資料分析方法34
第四章 研究結果36
第一節 樣本特性36
第二節 轉型領導風格因素分析39
第三節 職業倦怠因素分析43
第四節 職業倦怠描述性分析46
第五節 不同個人背景員工與職業倦怠之差異性48
第六節 轉型領導風格對職業倦怠之影響53
第七節 研究假設彙整56
第五章 結論與建議57
第一節 研究結論57
第二節 管理意涵61
第三節 研究限制與後續研究建議64
參考文獻65
附錄：研究正式問卷72

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