本研究之目的是為探討餐廳員工微笑與是否配戴眼鏡是否會透過顧客情緒與認知員工專業程度影響顧客滿意度。本研究採用的研究方法為實驗法，為3x2的實驗設計組合，問卷共發出480份，實際回收480份，剔除無效問卷35份，回收有效問卷共445份。研究工具為顧客情緒量表、認知員工專業程度量表與顧客滿意度量表，發放問卷的樣本對象為三個月內曾至餐廳用餐的學生族群。分析方法使用SPSS 22.0進行統計分析，包括敘述性統計分析、皮爾遜積差相關分析、ANOVA、MANOVA，與階層迴歸分析。研究結果發現，在微笑的部分，消費者對於抿嘴笑員工的顧客情緒、認知員工專業程度與顧客滿意度顯著高於露齒笑與無笑容的員工；在是否配戴眼鏡的部分，消費者對於沒戴眼鏡員工的顧客情緒、認知員工專業程度與顧客滿意度顯著高於有戴眼鏡。另一方面，顧客情緒會透過員工的微笑方式影響到顧客滿意度。因此，本研究建議為餐廳員工應呈現抿嘴笑與沒戴眼鏡，以提升消費者認知員工專業程度及滿意度。

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.

一、中文文獻
李城忠、林孟潔 (2005)。運動健身俱樂部個人教練之專業知能、顧客滿意度與顧客忠誠度之研究。人文暨社會科學期刊，1 (2)，55-64。

王滿堂 (2003)。配鏡學。新北市：藝軒。

宋智傑 (2010)。個人化產品造型對外貌觀感的影響研究-以眼鏡設計及臉部特徵為例 (未出版碩士論文)。開南大學，桃園市。

李俊 (2013)。從台灣人被惡「視力」所苦看「未來」眼鏡市場商機。取自https://www.credit.com.tw/CreditOnline/Epaper/MarketSubjectContent.aspx?sn=152&unit=213

林聖偉、李君如 (2006)。品牌形象、知覺價值、顧客滿意度與顧客忠誠度關係之研究-以旅行社海外團體套裝旅遊為例。旅遊管理研究，6(1)，63-81。

洪麗美、莊照明、陳春富 (2008)。觀光飯店餐飲部門之服務品質與顧客滿意度量表編制之研究。弘光學報，(53)，179-198。

洪金蓮 (2010)。服務品質、顧客情緒、滿意度及行為意向之關係研究-以墾丁地區之休閒旅館旅客為例 (碩士論文)。取自國立高雄應用科技大學博碩士論文系統。

香港神秘顧客服務「微笑企業大獎頒獎禮」特刊 (2014，4月11日)。經濟日報。http://www.smilingreport.com/press/2014/articles/HKET20140411KAF01.pdf

曹中瑋 (1996)。大專學生嫉妒心理之分析。本土心理學研究，(5)，72-112。

陳貞良 (2005)。健身俱樂部運動指導員所需具備之專業能力。國民體育季刊，34(2)，71-75。

陳麗卿 (2014)。讓微笑啓動滿滿的服務能量。取自http://www.aurora.com.tw/ENT/monthly/unitDetail.do?monthly_story_id=631077977015111

張春興 (1995)。動機與情緒心理學概要。臺北市：東華。

張火燦、余月美 (2008)。服務品質、顧客滿意度與顧客忠誠度關係之研究。明新學報，34 (1)，127-140。

微笑報告 (2014)。2014年微笑報告。取自http://www.smilingreport.com/press/2014/Pressrelease_Smiling2014_Chinese.pdf

劉詩雨 (2011)。面試戴眼鏡 錄取機率高。取自http://tw.aboluowang.com/2011/0105/191365.html#sthash.SpbN5IdB.XH5rIQjt.dpbs

鄧之卿、郭子卉 (2013)。餐廳款待表現對顧客情緒及再訪意願關係之研究。觀光旅遊研究學刊，8(1)，61-75。

職業餐飲網 (2012)。微笑培訓服務。取自http://www.canyin168.com/glyy/yg/ygpx/fwly/201205/42302.h
tml

二、英文文獻
Abelson, R. P., & Sermat, V. (1962). Multidimensional scaling of facial expressions. Journal of Experimental Psychology, 63(6), 546.

Day, R. L. (1984). Modeling Choices Among Alternative Respones To Dissatisfaction.Advances in Consumer Research, 11(1), 496-499.

Frijda, P. P. E. (1963). Dimensions of recognition of emotion. Journal of Abnormal and Social Psychology, 66, 45-51.

Fridlund, A. J. (1991). Evolution and facial action in reflex, social motive, and paralanguage. Biological psychology, 32(1), 3-100.

Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. The Journal of Marketing, 56(1), 6-21.

Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.

Flott, L. W. (2002). Customer satisfaction. Metal Finishing, 100(1), 58-63.

Gronholdt, L., Martensen, A., & Kristensen, K. (2000). The relationship between customer satisfaction and loyalty: cross-industry differences. Total quality management, 11(4-6), 509-514.

Goleman, D. (2006). Emotional intelligence. New York, NY: Bantam Books, Inc.

Hennig-Thurau, T., Groth, M., Paul, M., & Gremler, D. D. (2006). Are all smiles created equal? How emotional contagion and emotional labor affect service relationships. Journal of Marketing, 70(3), 58-73.

Kim, W. G., & Cha, Y. (2002). Antecedents and consequences of relationship quality in hotel industry. International Journal of Hospitality Management, 21(4), 321-338.

Kim, J. E., & Kim, J. (2012). Human factors in retail environments: a review.International journal of retail & distribution management, 40(11), 818-841.

Lee, S., & Dubinsky, A. (2003). Influence of salesperson characteristics and customer emotion on retail dyadic relationships. The International Review of Retail, Distribution and Consumer Research, 13(1), 21-36.

Lin, J. S. C., & Liang, H. Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality: An International Journal, 21(4), 350-372.

Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. Cambridge, MA: The MIT Press.

Martin, C.L. and Pranter, C.A. (1989). Compatibility management: customer-to-customer relationships in service environments. Journal of Services Marketing, 3(3), 5-15.

McConatha, J. T., Leone, F. M., & Armstrong, J. M. (1997). Emotional control in adulthood. Psychological reports, 80(2), 499-507.

Mattila, A. S., & Enz, C. A. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.

Moore, R., Moore, M.L. and Capella, M. (2005). The impact of customer-to-customer interactions in a high personal contact service setting. Journal of Services Marketing, 19(7), 482-91.

Osgood, C. E. (1966). Dimensionality of the semantic space for communication via facial expressions. Scandinavian journal of Psychology, 7(1), 1-30.

Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the customer. New York, NY: Irwin Mcgraw Hill.

Plutchik, R. (1980). A general psychoevolutionary theory of emotion. Theories of emotion, 1, 3-31.

Parasuraman, A., Zeithaml, V. and Berry, L. (1994). Reassessment of expectations as a comparison standard in measuring service quality: implications for further research. Journal of Marketing, 58(1), 111-24.

Patterns, I. S. (1999). The classification of smile patterns. J Can Dent Assoc, 65, 252-4.

Pugh, S.D. (2001). Service with a smile: emotional contagion in the service encounter. Academy of Management Journal, 44(5), 1018-27.

Rafaeli, A., & Sutton, R. I. (1987). Expression of emotion as part of the work role. Academy of management review, 12(1), 23-37.

Schlosberg, H. (1952). The description of facial expressions in terms of two dimensions.Journal of experimental psychology, 44(4), 229.

Shaw Brown, C., & Sulzer-Azaroff, B. (1994). An assessment of the relationship between customer satisfaction and service friendliness. Journal of Organizational Behavior Management, 14(2), 55-76.

Strongman, K. T. (1996). The Psychology of Emotions: theories of emotions in perspective. Chichester, UK: Willey and Sons.

Surakka, V., & Hietanen, J. K. (1998). Facial and emotional reactions to Duchenne and non-Duchenne smiles. International Journal of Psychophysiology, 29(1), 23-33.

Saad Andaleeb, S., & Conway, C. (2006). Customer satisfaction in the restaurant industry: an examination of the transaction-specific model. Journal of Services Marketing, 20(1), 3-11.

Tidd, K. L., & Lockard, J. S. (1978). Monetary significance of the affiliative smile: A case for reciprocal altruism. Bulletin of the Psychonomic Society, 11(6), 344-346.

Tom R. T., Kenneth A. R., & Spodick N. (1985). Influence of Voice on Satisfaction With Leaders:Exploring the Meaning of Process Control. Journal of Personality and Social Psychology, 48(1), 72-81.

Teas, K. (1993). Expectations, performance evaluation, and customers’ perceptions of quality. Journal of Marketing, 57(4), 18-34.

Tsai, W.C. and Huang, Y.M. (2002). Mechanisms linking employee affective delivery and customer behavioral intentions. Journal of Applied Psychology, 87(5), 1001-1008.

Teng C. C & Chang J. H. (2013). Mechanism of customer value in restaurant consumption: Employee hospitality and entertainment cues as boundary conditions. International Journal of Hospitality Management, 32, 169-178.

VanMaanen, J., & Kunda, G. (1989). Real feelings-emotional expression and organizational culture. Research in organizational behavior, 11, 43-103.

Watson, D., & Tellegen, A. (1985). Toward a consensual structure of mood. Psychological bulletin, 98(2), 219.