餐饮服务人员工作满意度、社会支持及职业倦怠的关系分析

论文总字数：18441字

目 录

1.引言·····················································5

1.1选题背景和意义····························································5

2.文献综述·················································5

2.1概念界定··································································5

2.1.1工作满意度····························································5

2.1.2社会支持······························································5

2.1.3职业倦怠······························································6

2.2研究概况··································································6

2.2.1研究现状······························································6

2.2.2国内关于服务员相关的研究实践调查与理论支持····························6

2.3对已有研究的总结··························································7

2.4研究意义··································································7

3.研究方法·················································8

3.1概况······································································8

3.2研究方法与研究对象························································8

4.研究结果·················································8

4.1研究结果与分析····························································8

4.2工作满意、社会支持与职业倦怠的关系·······································14

5.建议措施················································15

6.小结····················································15

参考文献··················································16

附录······················································17

致谢······················································22

餐饮服务人员工作满意度、社会支持与职业倦怠的关系

朱勇

，China

Abstract: In recent years, with the continuous development of social economy, the catering industry growth, followed within the industry of fierce competition and elimination, waiter and a corresponding demand continues to increase. However, employee turnover rate is high, the negative service and other problems have arisen. The level of service quality is closely related to the brand of food and beverage enterprises, and the key to the survival of enterprises in the competition is considered. Therefore, food and beverage business managers began to pay attention to the management of the waiter. This paper, to service personnel's job satisfaction, social support and job burnout of the investigation, questionnaire survey service personnel, staff dining and social groups, collect data, analyze and compared based on the combination of theory and practice, summed up the food service workers in job burnout, the relationship between their job satisfaction, social support and job burnout how and on job burnout influence, and puts forward corresponding improvement methods, improve the service level of the food service personnel, to build a better atmosphere for dining enterprises through SPSS22.0.

Key words: job satisfaction, social support, job burnout,

1.引言

1.1选题背景和意义

近年来，随着社会经济的不断发展，餐饮行业高速增长，随之而来的是行业内部的激烈竞争和淘汰，服务员需求也相应的不断增加，然而服务员离职率高、消极服务等问题也随之出现。服务员服务质量的高低，与餐饮企业品牌树立密切相关，提升顾客满意度被认为是企业在竞争中求得生存的关键。因此，餐饮企业管理者开始注重对于服务员的管理。

有针对性地就服务人员的工作满意度、社会支持与职业倦怠这三方面进行调查研究，问卷调查服务人员本身、就餐人员以及社会群体，收集数据，通过SPSS22.0分析比较，在理论和实例相结合的基础上，总结出餐饮服务人员在出现职业倦怠问题时，他们工作满意度和社会支持以及职业倦怠的关系如何以及对职业倦怠的影响，并提出相对应的改进方法，提高餐饮服务人员的服务水平，构建一个更好的餐饮企业氛围。

2.文献综述

2.1概念界定

2.1.1工作满意度

一般意义上的工作满意度，通常是指某个人在组织内进行工作的过程中，对工作本身及其有关方面（包括工作环境、工作状态、工作方式、工作压力、挑战性、工作中的人际关系等等）有良性感受的心理状态。其影响因素有：（1）富有挑战性的工作；（2）公平的报酬；（3）良好的工作环境；（4）和谐的人际关系；（5）人格要与工作匹配^[1]。

2.1.2社会支持

社会支持指的是一组个人之间的接触，通过这些接触，个人得以维持社会身份并且获得情绪支持、物质援助和服务、信息与新的社会接触。社会支持的界定可以从四个方面入手：功能上，包含三个层次：（1）导致个体相信他/她被关心和爱的信息；（2）导致个体相信他/她有尊严和价值的信息；（3）导致个体相信他/她属于团体成员的信息。来源上，社会支持是来自于他人的一般性或特定的支持性行为,这种行为可以提高个体的社会适应性,使个体免受不利环境的伤害。社会支持是个体对想得到或可以得到的外界支持的感知。社会资源作用上，分为情感性支持、社会整合或网络支持、满足自尊的支持、物质性支持和信息支持^[2]。

2.1.3职业倦怠

职业倦怠（burnout）指个体在工作重压下产生的身心疲劳与耗竭的状态。最早由F reudenberger 于1974 年提出， 他认为职业倦怠是一种最容易在助人行业中出现的情绪性耗竭的症状。 随后M aslach 等人把对工作上长期的情绪及人际应激源做出反应而产生的心理综合症称为职业倦怠。一般认为， 职业倦怠是个体不能顺利应对工作压力时的一种极端反应， 是个体伴随于长时期压力体验下而产生的情感、 态度和行为的衰竭状态^[3]。

2.2研究概况

2.2.1研究现状

目前，关于餐饮服务人员的研究相对较少，服务行业作为新兴的第三产业，我国对于服务人员的培训普及重视也正处于起步发展阶段，两极分化现象十分严重，形成了“高档餐厅享受服务，低档饭店填饱肚”的局面，也侧面反映了中小型餐饮企业服务员对于服务的不重视性。

2.2.2国内关于服务员相关的研究实践调查与理论支持

然而，少中择优，在我国众多学者对于餐饮服务研究中，仍旧发现了很多不错的理论支持：

马一德在《提升饭店餐饮服务质量新思路——一个基于马斯洛需求层次论的分析框架》中提到要想留住顾客、并培育顾客的忠诚度，必须深入去了解顾客的各种需求。在彻底了解不同层次的需求之后，才能够有针对性地对不同层次的需求提供、改进现有服务，增强顾客们的满意度，建立忠诚的顾客关系^[4]。同时也要理解提供服务的服务人员的需求，这样才能够使服务人员更加赞同企业的组织承诺，为企业提供顾客所需要的服务。

王小平在《服务业竞争力》中指出企业要想在服务业中取得竞争优势，必须善于把经营管理战略付诸实施，旨在要在战略的判定和实施之间架桥铺路。餐饮企业要了解自身优劣所在，合理判定发展战略，主打菜品的高质量亦或是令顾客宾至如归的服务，并成功付诸实施。

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