臺灣博碩士論文加值系統

本研究透過餐飲從業人員的世代別及內外向人格與創造力人格，深入探討對應變能力影響。並將學者Puccio（2000）的研究曾援引Kirton（1976，1988）的研究，探討創造力特性關係的研究，發現個人創造力與工作的需求呈現正向高度的關係。進一步分析與了解餐飲從業人員世代別、內外向人格、個人創造力與應變能力。因此，本研究利用問卷調查等方法，進行資料的收集與分析，餐飲從業人員具有的個人創造力對應變能力的影響程度。將問卷所得資料以敘述性分析、特性分析、信效度分析、相關分析、變異數分析，以驗證本研究之假設。
綜合實證分析結果，本研究發現：
1.餐飲從業人員的創造力人格高者較低者，在應變能力之表現上有顯著差異。
2.餐飲從業人員的創造力人格高低在應變能力上不會因為世代別差異而有所不同。
3.在B世代的情況下，創造力人格高者與創造力人格低者在應變能力沒有顯著差異。
4.在X世代的情況下，創造力人格高者其應變能力比創造力人格低者更顯著。
5.在Y世代的情況下，創造力人格高者與創造力人格低者在應變能力有顯著差異。
6.餐飲從業人員的創造力人格高低在應變能力的表現不會因為內外向人格不同而有所不同。
7.餐飲從業人員為內向人格的情況下，創造力人格高者，其應變能力將較創造力人格低者要來的顯著。
8.餐飲從業人員在外向人格的情況下，創造力人格高者與創造力人格低者在應變能力上有顯著的差異。

The purpose of this study is to explore the generation, extraversion and creative personality of restaurant employee that effect on the ability to deal with emergency. Puccio’s study shows creative personality and work demands are higher positive relation. He analysis the generation of restaurant employee、extraversion、creative personality and the ability to deal with emergency. Hence, the study used questionnaires survey method, collected all date and analysis the effect on creative personality of restaurant employee and the ability to deal with emergency. The study using statistics analysis SPSS 10.0 for all of the statistical data, and findings of the study are as follows:
a. the higher creative personality of restaurant employee will have significant difference than the lower creative personality of restaurant employee.
b. the higher or lower creative personality of restaurant employee in the ability to deal with emergency are no difference from generation.
c. Under the circumstance of B generation, the higher creative personality and lower relative personality were no significant difference in the ability to deal with emergency.
d. Under the circumstance of X generation, the man whose ability to deal with emergency
of higher creative personality were significantly difference than the man whose ability to deal with emergency of lower creative personality.
e. Under the circumstance of Y generation, the man whose ability to deal with emergency
of higher and lower creative personality were all significantly difference.
f. the performance of ability to deal with emergency of creative personality of restaurant employee and extraversion are no correlation.
g. when restaurant employee are introversion，and higher creative personality, then their ability to deal with emergency will significant than lower creative personality.
h. when restaurant employee are extroversion，their ability to deal with emergency no matter higher or lower were all significantly difference.

目 錄
中文摘要……………………………………………………………………………Ⅰ
英文摘要……………………………………………………………………………Ⅱ
圖目錄………………………………………………………………………………Ⅵ
表目錄………………………………………………………………………………Ⅶ
第一章 緒論
第一節 研究動機………………………………………………………………… 1
第二節 研究目的………………………………………………………………… 6
第三節 研究範圍………………………………………………………………… 7
第四節 論文結構與研究流程…………………………………………………… 8
第二章 文獻探討
第一節 餐飲業背景……………………………………………………………… 10
第二節 服務品質相關概念……………………………………………………… 13
第三節 創造力人格與應變力關係探討………………………………………… 22
第四節 世代別在創造力人格對應變力之干擾效果關係探討………………… 28
第五節 內外向在創造力人格對應變力之干擾效果關係探討………………… 35
第三章 研究方法
第一節 研究架構………………………………………………………………… 37
第二節 研究假設………………………………………………………………… 38
第三節 變項操作性定義與量表………………………………………………… 39
第四節 研究對象………………………………………………………………… 47
第五節 資料處理………………………………………………………………… 47
第四章 研究結果與討論
第一節 樣本描述………………………………………………………………… 49
第二節 信度分析………………………………………………………………… 54
第三節 假設檢驗………………………………………………………………… 55
第四節 結果彙整與討論………………………………………………………… 71
第五章 結論與建議
第一節 研究結論………………………………………………………………… 72
第二節 管理意涵與建議………………………………………………………… 77
第三節 研究限制與後續研究建議……………………………………………… 78
參考文獻
中文文獻…………………………………………………………………………… 80
英文文獻…………………………………………………………………………… 82
附錄
附錄一：本研究之正式問卷……………………………………………………… 87

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