臺灣博碩士論文加值系統

　　基層餐飲從業人員的工作表現可以看出該餐飲產業的服務品質。本研究目的欲瞭解餐廳內的組織正義、組織犬儒主義和職場偏差行為之間的影響。餐廳組織公平會影響員工工作態度消極，員工在職場中隱藏負面情緒，其於人際互動和組織協調過程中可能會出現一些偏差行為。本研究問卷，採用便利抽樣和滾雪球抽樣進行調查，總共發放問卷700份，共回567收份，剔除143無效問卷份，最後總計有效問卷424份，回收率為81%，有效率為60%。其問卷結果顯示Cronbach’ｓα係數介於0.742~0.950之間，表示問卷內容具有一致性與穩定性。根據描述性統計、結構方程式做分析，利用結構方程模式(Structural Equation Modeling；SEM)進行模型分析與假設檢定。結果驗證，餐飲從業人組織正義與組織犬儒主義有負向顯著關係，組織犬儒主義與職場偏差行為有正向顯著關係，組織正義對組織犬儒主義與職場偏差行為之間產生完全中介效果。本研究結論在管理意涵說明餐廳業者(一)塑造友善的職場環境(二)產生職場上的正面能量(三)建立良好的溝通管道(四)重建友善的餐飲業對策。

　　The staff of the food and beverage industry in Taiwan treats customers with a service attitude. However, the fair attitudes of restaurant owners often affect employees’ work attitudes and workplace deviance. The research subjects are that employees who are more than three months work in the food and beverage industry including on the sector of shop managers, supervisors, waiter, and so on. This study attempts to understand the causal relationship among organization justice, employee cynicism and workplace deviance. In this study, a survey was conducted. The study adopts the convenient sampling and the snowballing sampling. A total of 700 questionnaires are sent out and 567 questionnaires are collected, excluding 143 invalid questionnaires. Finally, the study has 424 valid questionnaires, with a recovery rate of 81%. The Cronbach 's alpha coefficient is between 0.742~0.950, indicating that the content of the survey is consistent and stable.
　　The structural equation modeling (SEM) is used to analyze the model and hypothesis testing. The results show that there is a significant negative relationship between organizational justice and employee cynicism. There is a positive correlation between employee cynicism and workplace deviance. Organizational justice has a complete mediating effect between employee cynicism and workplace deviance. This study find that a staff of the food and beverage workplace has a good organizational justice may be a key foe the influence on employee cynicism and workplace deviance.

謝誌　I
摘要　II
Abstract　III
目錄　IV
表目錄　VI
圖目錄　VIII

第一章　緒論　1
　第一節　前言　1
　第二節　研究流程　3
第二章　文獻回顧　5
　第一節　餐飲業特性　5
　第二節　組織正義（organizational justice）　5
　第三節　職場偏差行為(workplace deviance)　8
　第四節　組織犬儒主義(organizational cynicism)　11
　第五節　假設推導　14
第三章　研究方法　18
　第一節　研究架構與假設　18
　第二節　樣本與資料蒐集　19
　第三節　研究量表　19
　第四節　資料分析方法　24
　第五節　預試問卷　27
　第六節　正式問卷　32
第四章　資料分析與結果　42
　第一節　基本資料　42
　第二節　研究變項之描述性統計　43
　第三節　驗證性因素　50
　第四節　結構模式　65
　第五節　模型修正　72
第五章　結論與建議　74
　第一節　研究結論　74
　第二節　管理意涵與理論貢獻　76
　第三節　研究限制與後續研究建議　79
參考文獻　81
附錄（一）　100

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