ABSTRACT

隨著社會中餐飲業從業人員數量持續增長，該群體所面臨的心理壓力與社會支持需 求亦日益凸顯。本研究聚焦於從業人員的情緒勞動、工作焦慮及社會支持之間的相互關 係，旨在探討在行業規模擴張的背景下，如何通過社會層面的關注與制度建設，回應從 業者不斷增長的內在需求。研究通過分析上述因素，揭示從業人員的心理狀態與其所處 社會環境之間的聯繫，並強調建立系統性支持網絡的迫切性。其成果期望為公共政策、 社會服務與職場文化的改善提供依據，從而推動建構更為健全的支持體系，確保從業人 員的心理健康與社會福祉得到充分保障。此類努力不僅有助於提升行業的整體勞動環境 與服務品質，更能促進社會的穩定與融合，使餐飲業的發展與從業人員的福祉相協調， 實現更具包容性與可持續性的社會成長。 本研究採用方便抽樣和滾雪球抽樣法進行問卷調查，研究對象為澳門餐飲業從業人 員，問卷包括「個人基本資料」、「情緒勞動量表」、「工作焦慮量表」以及「社會支 持評定量表」，而回收有效問卷216份。探討不同背景變項如性別、職位類型（前線/後 勤）、雇用性質（全職/兼職）、月薪、年齡及教育程度等變項，對情緒勞動、工作焦慮 與社會支持的獨立與交互作用進行分析。透過分析問卷結果，探討情緒勞動是否為工作 焦慮的關鍵項，如情緒勞動的高與低是否對於工作焦慮有顯著影響，另外，社會支持是 否直接緩解工作焦慮，或在情緒勞動與焦慮之間發揮調節作用。需明確需優先干預的高 情緒勞動、高焦慮、低社會支持三重風險群體，並基於實證結果，設計針對澳門餐飲業 文化與勞動結構的員工心理健康促進方案。而研究結果表明，女性、前線和全職員工的 情緒勞動顯著較高，年齡組別較高、前線、並為管理職的工作焦慮情緒更高，相反，社 會支持在女性、年齡組別較低、高學歷、前線和兼職員工中更為普遍。研究顯示，社會 支持雖然並不能直接降低情緒勞動本身，但可以顯著緩解工作上的焦慮情緒。最後，根 據研究結果提出具體建議，例如情緒上的培訓、實行鼓勵性的組織價值觀和員工社會支 持系統。 WITH THE GROWING NUMBER OF EMPLOYEES IN THE FOOD AND BEVERAGE INDUSTRY, THERE IS AN INCREASING NEED TO STRENGTHEN BOTH PSYCHOLOGICAL AND SOCIAL SUPPORT FOR THIS WORKFORCE. THIS STUDY EXAMINES THE RELATIONSHIPS BETWEEN EMOTIONAL LABOR, WORKPLACE ANXIETY, AND SOCIAL SUPPORT AMONG FOOD AND BEVERAGE WORKERS, AIMING TO EXPLORE HOW SOCIETAL ATTENTION AND INSTITUTIONAL FRAMEWORKS CAN RESPOND TO THE RISING INTERNAL DEMANDS OF THIS EXPANDING OCCUPATIONAL GROUP. BY ANALYZING THESE FACTORS, THE RESEARCH SEEKS TO REVEAL THE CONNECTION BETWEEN THE PSYCHOLOGICAL STATE OF EMPLOYEES AND THEIR BROADER SOCIAL ENVIRONMENT, EMPHASIZING THE URGENCY OF BUILDING SYSTEMATIC SUPPORT NETWORKS. THE FINDINGS ARE INTENDED TO INFORM PUBLIC POLICY, SOCIAL SERVICES, AND WORKPLACE CULTURE IMPROVEMENTS, THEREBY CONTRIBUTING TO THE DEVELOPMENT OF A MORE ROBUST SUPPORT SYSTEM THAT SAFEGUARDS THE MENTAL HEALTH AND SOCIAL WELL-BEING OF INDUSTRY PERSONNEL. SUCH EFFORTS WILL NOT ONLY ENHANCE THE OVERALL WORKING ENVIRONMENT AND SERVICE QUALITY WITHIN THE SECTOR BUT ALSO PROMOTE SOCIAL STABILITY AND INTEGRATION. THIS APPROACH ALIGNS THE GROWTH OF THE FOOD AND BEVERAGE INDUSTRY WITH THE WELFARE OF ITS EMPLOYEES, FOSTERING MORE INCLUSIVE AND SUSTAINABLE SOCIETAL DEVELOPMENT. USING CONVENIENCE SAMPLING AND SNOWBALL SAMPLING METHODS, TARGET GROUP ARE FOOD AND BEVERAGE INDUSTRY EMPLOYEES IN MACAU, SURVEY INCLUDED “GEOGRAPHIC INFORMATION”, “EMOTION LABOR SCALE”, “WORK ANXIETY SCALE” AND “SOCIAL SUPPORT SCALE”, TOTAL 216 VALID RESPONSES COLLECTED, YIELDING AN EFFECTIVE RESPONSE RATE OF APPROXIMATELY 99%. THE STUDY ANALYZED THE INDEPENDENT AND INTERACTIVE EFFECTS OF VARIOUS BACKGROUND VARIABLES—INCLUDING GENDER, POSITION TYPE (FRONTLINE/SUPPORT), EMPLOYMENT STATUS (FULL-TIME/PART-TIME), MONTHLY SALARY, AGE, AND EDUCATION LEVEL—ON EMOTIONAL LABOR, WORK ANXIETY, AND SOCIAL SUPPORT. BY ANALYZING THE SURVEY RESULTS, THE STUDY EXPLORED WHETHER EMOTIONAL LABOR IS A KEY PREDICTOR OF WORK ANXIETY—SPECIFICALLY, WHETHER HIGH VERSUS LOW LEVELS OF EMOTIONAL LABOR SIGNIFICANTLY INFLUENCE WORK ANXIETY. ADDITIONALLY, IT EXAMINED WHETHER SOCIAL SUPPORT DIRECTLY ALLEVIATES WORK ANXIETY OR SERVES A MODERATING ROLE BETWEEN EMOTIONAL LABOR AND ANXIETY. THE STUDY AIMED TO CLEARLY IDENTIFY HIGH-PRIORITY INTERVENTION GROUPS EXHIBITING THE TRIPLE RISK OF HIGH EMOTIONAL LABOR, HIGH ANXIETY, AND LOW SOCIAL SUPPORT, AND TO DESIGN EVIDENCE-BASED MENTAL HEALTH PROMOTION PROGRAMS TAILORED TO MACAU'S UNIQUE CULINARY CULTURE AND LABOR STRUCTURE. THE RESULTS INDICATED THAT EMOTIONAL LABOR WAS SIGNIFICANTLY HIGHER AMONG FEMALE, FRONTLINE, AND FULL-TIME EMPLOYEES. WORK ANXIETY WAS MORE PRONOUNCED AMONG OLDER AGE GROUPS, FRONTLINE STAFF, AND THOSE IN MANAGERIAL POSITIONS. IN CONTRAST, SOCIAL SUPPORT WAS MORE PREVALENT AMONG FEMALE EMPLOYEES, YOUNGER AGE GROUPS, HIGHLY EDUCATED INDIVIDUALS, FRONTLINE WORKERS, AND PART- TIME STAFF. THE STUDY REVEALED THAT WHILE SOCIAL SUPPORT DOES NOT DIRECTLY REDUCE EMOTIONAL LABOR ITSELF, IT SIGNIFICANTLY ALLEVIATES WORK-RELATED ANXIETY. BASED ON THESE FINDINGS, SPECIFIC RECOMMENDATIONS ARE PROPOSED, INCLUDING EMOTIONAL SKILLS TRAINING, IMPLEMENTING ENCOURAGING ORGANIZATIONAL VALUES, AND ENHANCING EMPLOYEE SOCIAL SUPPORT SYSTEMS.