本研究旨在探討餐飲從業人員(包含內、外場人員)發生服務破壞的原因，如何避免員工發生服務破壞已是業主或是主管人員一項重要的課題；本研究分兩個階段來進行，第一階段先進行質化研究，先挑選在餐飲產業服務的廚師與外場人員進行深度的質化訪談，以獲得適合衡量餐飲產業之服務破壞概念與發生因素，作為量表修正的依據；第二階段為量化研究，依據質化訪談的結論，擬定問卷之測量題項，透過量化資料的蒐集而得到實證資料。 本研究針對餐飲從業人員共發出380份問卷，回收問卷368份，剔除無效問卷後，實得有效問卷 348 份，有效問卷?為 91%。以相關分析、逐步迴歸分析等統計分析方法進?問卷資?分析。受測者進行統計分析獲得之結果發現，個人因素(道德因素與嚴謹性)會影響員工服務破壞行為，而加入惡質顧客因素之後則發現惡質顧客較員工個人因素更會明顯影響餐飲業員工涉入服務破壞的行為。研究者依據質化訪談與量化問卷分析的結果，針對餐飲產業如何因應服務破壞情形提出深入討論與具體建議。 The main subject of this study is to explore the reasons of Service Sabotage in restaurant business including cooking area and serving area . It is an important issue for employer and superintendent to avoid Service Sabotage happening in their employees and workers. There are 2 stages in this study: Stage 1 is Qualitative Research. At first, interview with cooks and waiters to collect proper and enough information to see the reasons for Service Sabotage as the initial database for estimation and modification for quantitative scale; Stage 2 is Quantitative Research . The questionnaire will be designed according to the conclusion of qualitative research through interview. The approved information will be collected and obtained by way of quantitative analysis. Overall, there are 380 copies of questionnaire have been issued to the people who engaged in restaurant business in this study. 368 copies responded. 348 copies are valid despite those invalid ones. The effective questionnaire rate is 91%. The methods of statistics analysis for these questionnaires are Stepwise Regression Analysis and Correlation Analysis . The conclusion by statistics analysis is that personal reason (morality and conscientiousness) will influence employees’ behavior of Service Sabotage . If adding the factor of abominable customer into consideration, it obviously influences more than personal reason among restaurant employees in Service Sabotage behavior. Through Qualitative Research of interview and Quantitative Research of questionnaire, this study made a fully discussion in profound theory by simple language and provided concrete suggestions for restaurant industry in facing Service Sabotage .
