{"title":"以社会互动、工作经验和情感经验为中心的咖啡馆服务逃避对员工工作满意度的影响:越南研究","authors":"Quynh Tran Xuan, My Dang Van, Nadine Tournois","doi":"10.1080/15332845.2022.2031607","DOIUrl":null,"url":null,"abstract":"Abstract The present study explores the impacts of servicescape on its users - service employees in the café setting. The centrality of this study is to investigate the effects of café servicescape characteristics on job experience, employee-to-customer interaction (ECI), employee inner emotion and their relationship toward job satisfaction. The researchers administered a survey to 185 coffee shops with approximately 608 employees of the three largest cities in Vietnam by the self-administered questionnaires. The research findings indicated the significant impacts of café servicescape on ECI, job experience and emotional experience. Additionally, both ECI quality and employee inner emotion were shown to remarkably influence employee job experience. Moreover, this study denoted that ECI, job experience and employee inner emotion are critical antecedents to constitute job satisfaction in the café environment. The moderating role of gender groups in the research model was analyzed as well. Based on research findings, the discussions and applications for marketers and scholars are provided.","PeriodicalId":35371,"journal":{"name":"Journal of Human Resources in Hospitality and Tourism","volume":null,"pages":null},"PeriodicalIF":0.0000,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"The effects of café servicescape on employee job satisfaction-centered on social interaction, job experience and emotional experience: A study in Vietnam\",\"authors\":\"Quynh Tran Xuan, My Dang Van, Nadine Tournois\",\"doi\":\"10.1080/15332845.2022.2031607\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"Abstract The present study explores the impacts of servicescape on its users - service employees in the café setting. The centrality of this study is to investigate the effects of café servicescape characteristics on job experience, employee-to-customer interaction (ECI), employee inner emotion and their relationship toward job satisfaction. The researchers administered a survey to 185 coffee shops with approximately 608 employees of the three largest cities in Vietnam by the self-administered questionnaires. The research findings indicated the significant impacts of café servicescape on ECI, job experience and emotional experience. Additionally, both ECI quality and employee inner emotion were shown to remarkably influence employee job experience. Moreover, this study denoted that ECI, job experience and employee inner emotion are critical antecedents to constitute job satisfaction in the café environment. The moderating role of gender groups in the research model was analyzed as well. Based on research findings, the discussions and applications for marketers and scholars are provided.\",\"PeriodicalId\":35371,\"journal\":{\"name\":\"Journal of Human Resources in Hospitality and Tourism\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2022-02-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Human Resources in Hospitality and Tourism\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1080/15332845.2022.2031607\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q2\",\"JCRName\":\"Business, Management and Accounting\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Human Resources in Hospitality and Tourism","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1080/15332845.2022.2031607","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"Business, Management and Accounting","Score":null,"Total":0}
The effects of café servicescape on employee job satisfaction-centered on social interaction, job experience and emotional experience: A study in Vietnam
Abstract The present study explores the impacts of servicescape on its users - service employees in the café setting. The centrality of this study is to investigate the effects of café servicescape characteristics on job experience, employee-to-customer interaction (ECI), employee inner emotion and their relationship toward job satisfaction. The researchers administered a survey to 185 coffee shops with approximately 608 employees of the three largest cities in Vietnam by the self-administered questionnaires. The research findings indicated the significant impacts of café servicescape on ECI, job experience and emotional experience. Additionally, both ECI quality and employee inner emotion were shown to remarkably influence employee job experience. Moreover, this study denoted that ECI, job experience and employee inner emotion are critical antecedents to constitute job satisfaction in the café environment. The moderating role of gender groups in the research model was analyzed as well. Based on research findings, the discussions and applications for marketers and scholars are provided.
期刊介绍:
The Journal of Human Resources in Hospitality & Tourism encompasses the vast and diversified research on issues impacting human resources in the hospitality and tourism industry. It strives to be the preeminent forum for the dissemination of key academic and industry research and encourages research from both industry experts as well as academic experts. The Journal also examines the latest issues and trends in education as it related to human resources theory and practice. In addition to reporting on the best practices in the hospitality industry, the refereed Journal of Human Resources in Hospitality & Tourism covers such relevant topics as: -Turnover-related issues in the hospitality industry- Workplace violence- Employee attitude surveys- Well-being- Departmental conflict issues- Career paths among managers- Drug and alcohol abuse- The labor shortage in the hospitality industry- Employee empowerment- Education and training- Employee incentive programs- Recruitment and retention- Workforce diversity- Employee engagement