科技部專題研究計畫主持人
MOST 108-2410-H-030-064-SSS
餐旅業美學勞務量表之發展與驗證
Scale Development and Validation of an Aesthetic Labor Scale for the Hospitality Industry
科技部
Ministry of Science and Technology
輔仁大學
Fu Jen Catholic University
駱香妃
Hsiang-Fei Luoh
輔仁大學
Fu Jen Catholic University
駱香妃
副教授
02-29052105
071662@mail.fju.edu.tw
計畫執行期間起:2019-08-01
計畫執行期間迄:2020-12-31
2020-05-31
2020-08-31
國際觀光飯店或航空業會與顧客接觸的「第一線正職員工」。
3
001,007
01
美學勞務;第一線服務人員;服務接觸;量表發展;餐旅業
Aesthetic labor;Frontline employee;Service encounter;Scale development;Hospitality
美學是員工展現高服務品質的重要因素,因此,第一線服務人員因體現組織渴望而展現出的美學勞務已是餐旅業的重要議題。惟目前可用以評估員工美學勞務的量表卻非常有限。因此,基於劇場理論,本研究擬從員工執行勞務觀點,探討餐旅業第一線服務人員與顧客服務接觸時展現的美學能力與特質,並據此發展與驗證美學勞務量表。研究遵照量表建構的標準程序,首先利用文獻回顧與深度訪談發展美學勞務初始的測量題項,接續進行第一次樣本收集與量表純化,共收集國際觀光飯店與航空業第一線服務人員樣本333份,最後進行第二次樣本收集與量表驗證,計回收國際觀光飯店與航空業第一線服務人員樣本409份。研究資料採用項目分析、信度分析、探索性因素分析與驗證性因素分析等統計方法檢測。研究結果發展並驗證出具有良好信效度的餐旅業美學勞務量表,此量表共包含了22個題項與四個因素構面:合宜的聲音與應對、企業美學形象傳遞、令人愉悅的外表、禮貌優雅的行為舉止。在學術上,期能作為美學勞務與其他具解釋力變數關係之測量工具,以進一步地擴充或深化美學勞務研究模型;實務上,期能提供餐旅業者員工美學勞務訓練與服務行銷之參考。
Aesthetic is an important factor of employees wishing to present a high quality of service. It is therefore an important issue for the frontline employee who performs aesthetic labor whenever service encountering a customer. However, very few scales are available to assess the aesthetic labor of employees embodying organizationally-desired capacities and attributes in their interactive service work within the hospitality industry. Therefore, utilizing dramaturgical theory and an employee-focused approach, this study follows scale development guidelines in order to construct a scale for aesthetic labor. First, this study undertook a literature review and conduct in-depth interviews in order to develop the initial measurement items. Secondly, to purify the scale, a total of 333 valid samples from the hotel and airline frontline employees were collected. Finally, to verify the scale, a total of 409 valid samples from hotel and airline frontline employees were collected. The data analyzed using item analysis, reliability analysis, exploratory factor analysis, and confirmatory factor analysis. Consequently, a 4-factor 22-item aesthetic labor scale with acceptable fit, reliability, and validity was constructed. Hopefully, the results will enhance current knowledge of aesthetic labor and can be a measuring scale for further empirical research; moreover, it can be a valuable reference for aesthetic labor training and service marketing for hospitality managers and frontline employees.
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