The influence of the smile and whether wear glasses of restaurant employees on customer emotional, employee professionalism, and customer satifaction

• Main Authors: Li, Fang-Chin, 李方晴
• Other Authors: Sun, Yu-Hua
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/47649960464617426747

碩士 === 國立臺灣師範大學 === 運動休閒與餐旅管理研究所 === 104 === This study was designed to know the influence of the smile and whether wearing glasses of restaurant employees on customer emotional, employee professionalism, and customer satisfaction. Experimental Method was used in this study. The study was designed by 3×2 factors. There were 6 fictitious scenarios of the questionnaires which were sent to students that visited restaurant within three months. There were 480 questionnaires sent out, and 445 valid questionnaires were collected, the questionnaires effective rate is 92.7%. Data was analyzed by SPSS 22.0, including descriptive statistics、correlation analysis、analysis of variance、multivariate analysis of variance and hierarchical regression analysis. The results indicated that, first, when the employee had chuckle and no wearing glasses, customer had better emotion than the employee had grin and wearing glasses、no smile and wearing glasses. Second, when the employee had chuckle and no wearing glasses, employee received better perception of her professionalism than when the employee had grin and wearing glasses、no smile and wearing glasses. Therefore, for the manager of the restaurant, this study suggested that chuckle and no wearing glasses are good choices for restaurant employees to raise customer satisfaction.