臺灣博碩士論文加值系統

　　餐飲產業在台灣，目前日益增加，尤其是以第一線服務人員為最先接觸客人，同時也要與同事及主管交流。在面對同事、主管時，內在的心理調節是否被支持。因此，本研究以餐飲業員工做為研究對象，探討服務人員在組織正義、社會支持、韌性與上的三者之間的關係是否皆有影響。
　　本研究以問卷調查法方式進行測量，採用便利抽樣和滾雪球抽樣方式進行，發放方式以已在餐飲業工作的員工協助發放。總共發放問卷890份，共回收743份，剔除166無效問卷份，最後總計有效問卷577份，回收率為83%，有效率為65%。其問卷結果顯示Cronbach’ｓα係數介於0.650至0.965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)進行模式分析與假設檢定。
　　結果驗證，餐飲從業人組織正義與社會支持有正向顯著關係，社會支持與韌性有正向顯著關係，社會支持對組織正義與韌性之間產生部分中介效果。本研究建議，餐飲業主管須對工作流程嚴謹公平且尊重員工看法、營造公平健康的工作環境、加強彼此服務過程的互動與主管支持促使員工服務技能精進，而且主管與同事相互關心將益於提升工作效率。

　　The working environment of the food and beverage industry tends to be overtime and labor intensive, especially the transfer of technology at the grassroots level, which is likely to cause problems of high turnover rate, low labor rate and low salary. If the restaurant employees turn pressure into self benefit, their resilience can adapt to adversity. In the process of service, the staff should face not only the customers but also the supervisors and colleagues and expect to be treated fairly. Therefore, the purpose of this study is to explore the causal relationship among organizational justice, resilience and social support of restaurant employees. The questionnaire is composed of basic information, practical work, organizational justice scale, resilience scale and social support scale.
　　577 valid questionnaires are retained from 890 full-time and part-time restaurant employees by Convenience Sampling and snowballing sampling. The valid response rate is 65 percent. All variables in this study cronbach's α coefficient between 0.650-0.965 are acceptable. Using structural equation modeling (SEM) analysis to testify the model, the results show that there are the causal relationships among organizational justice, resilience, and social support. The organizational justice of the restaurant employees partially mediated the effects of the relationship between the resilience, and social support. The results may be beneficial for the employment caring policy of the food and beverage industry.

致謝　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　研究背景　1
　第二節　研究流程　2
第二章　文獻探討　4
　第一節　組織正義(organizational justice)　4
　第二節　韌性(resilience)　6
　第三節　社會支持(social Support)　7
　第四節　假設推導　9
第三章　研究方法　13
　第一節　研究架構與假設　13
　第二節　問卷設計　14
　第三節　預試問卷與信度分析　18
　第四節　正式問卷　22
　第五節　建構效度與信度分析　27
　第六節　資料分析方法　30
第四章　資料分析與結果　33
　第一節　個人基本資料分析　33
　第二節　研究變項之描述性統計　35
　第三節　驗證性因素　42
　第四節　結構模型　56
　第五節　整體模型　63
第五章　結論與建議　65
　第一節　研究結論　65
　第二節　管理意涵與建議　67
　第三節　研究限制與建議　69
參考文獻　71
附錄（一）　90

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