导　　师： 王自强

学科专业： 040203

授予学位： 硕士

作　　者： ;

机构地区： 南昌大学

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。 In western organizational behavior research fields, emotional work have been done for more than20years. Emotional work means employees express the right emotion as the organizational expectations.In the research, I combine theoretical research and empirical research, using the method of survey, literature summarized and interviews to study the357attendants from Shanghai、 Lianyungang and Nanchang. And talked with20attendants between them. What I find in the research is below: 1、 attendants have three emotional work like surface acting、 deep acting and natural acting at the same time, and what attendants feel is like the restaurant ask. 3、 among the organization commitment, the affective commitment is highest and the economic commitment is the lowest. 2、 Different gender、 ages and the marriage state differ the emotional work and organizational commitment. 4、 surface acting has positive effects to economic commitment,and negative effects to the affective commitment; deep acting has positive effects to the affective and opportunity commitment, and negative effects to the future commitment; natural acting has positive effects to the future commitment. Based on the results and analysis, I will give advice from human resource management, including three parts:what attendant can do is improving his//her ability and knowledge; What the restaurants can do is managing positively; what the China Cuisine Association can do is guiding actively.

关 键 词： 餐饮企业服务员 情绪工作 组织承诺

分 类 号： [B849 F719.3]

领　　域： [哲学宗教] [哲学宗教] [经济管理]