| 摘要: | 人們普遍地認為美貌可以在職場上為他們帶來更高的附加價值，故外在儀容不僅是給人的第一印象，更是形塑個人定位的重要指標。本研究擬以服務業之餐旅產業為研究對象，探討此產業的員工，在求職時應徵錄取機會、薪資表現、績效評核及人際互動、顧客關係等，在職場中是否因外表或顏值形象佳者，而享有職場優勢。
本研究採質性研究法，先蒐集相關文獻及資料、彙集整理，確立本研究焦點、研究問題，並採半結構式深度訪談法，希望能有別於問卷調查所限定框架。藉由與研究對象之訪談，了解餐旅服務產業員工，顏值及形象管理在職場表現之重要性。另輔以研究者多年人力資源管理之工作經驗，期使本研究資料較量化研究更為豐富，更貼近理論與實務，最後根據研究結果提出相關建議，以提供未來的研究者作為參考。
本研究發現，外表容貌在決定錄取機會上有加分的效果，但也需視職位的需要程度而定。獲得最後錄取的機會，外表並非唯一的要件，而是在學經歷背景都相同的資格條件下，外在條件才可能會勝出。若企業的薪資制度健全，敘薪調薪的標準有既定的規範，以個人的工作績效為考核依據，並具備特別的外語能力或相關的證照，外表都不會是敘薪的條件。公司的績效評核制度，考核係依據工作表現為評核標準。若由高當責高熟悉度的直屬主管執行主要考核，不會影響主管績效評核的結果及公平性；若由低當責低熟悉度的其它主管執行主要考核，則會影響主管績效評核的結果及公平性；若以近期表現為評核依據，會流於印象評分，則會影響主管績效評核的結果及公平性。
本研究最後提出建議，職場決定勝負的關鍵往往是專業能力與工作態度，外型條件好的員工應更加注重工作上的積極度、效率、親切感、自信、儀態、表達能力等。外型佳能為機會加碼，卻難為身價加碼，身價主要取決於實力與能力的內在條件，故外表容貌佳者之職場男女，必須努力讓內在美與外在美並駕齊驅，努力學習並專注在自己的專業、能力、潛力上，為企業帶來最大貢獻，成為職場上不可或缺的角色。
現今服務產業，其服務觀點都傾向以用心服務來創造「顧客滿意」，甚至「顧客感動」的服務價值，人資單位可以透過教育訓練方式，訓練及激發員工如何用心服務，真正落實服務價值與內涵，外表吸引力就是服務者個人最外顯及消費者易接觸的特質，故服務員應具備良好個人特質，符合該顧客服務型態的預期，則是最理想最貼切的客戶服務。
It is generally believed that beauty can bring people higher added value in the workplace, so the external appearance is not only the first impression, but also an important indicator of shaping personal positioning. This study intends to take the hospitality industry as the research object, and is aimed at exploring whether employees of physical attractiveness or nice image could enjoy some occupational superiority such as admission opportunities, salary performance, performance appraisal and interpersonal interaction and customer relations.
The semi-structured in-depth interview of the qualitative research method was sampled for this study, hoping to be different from the frame defined by the questionnaire survey. Through interviews with research subjects, and try to understand the importance of the face value and image management of employees in the hospitality industry. Based on the writer's many years working experience in human resource management makes this research material more abundant than quantitative research and closer to theory and practice. Finally, according to the study results, relevant suggestions are proposed to provide future researchers as a reference.
The study result has shown that physical attractiveness has a bonus effect in determining admission, but it also depends on the job actual need. Physical attractiveness is not the only requirement for the final admission decision, but it may win if the academic background is the same. Appearance will not be a condition for salary classification if the company's salary system is sound, based on individual work performance, and employees with foreign language skills or related certificates. The company's performance appraisal system is based on the worker's performance.
Finally, this study has shown that the key to success in the workplace is professional ability and work attitude. Employees with physical attractiveness should pay more attention in enthusiasm, efficiency, intimacy, self-confidence, manners, and expression skills at work. Physical attractiveness may have better opportunity at work, but it's hard to add more value to oneself. Therefore, men and women with good looks must strive to keep the inner and outer beauty in line. It is important to become an indispensable role in the workplace if you work hard and focus on the profession, ability, potential, and make the greatest contribution to the company.
Nowadays, its service views are inclined to serve with heart to create "customer satisfaction," and even the "customer touch" in hospitality industry. Employees can be trained, stimulated how to serve with their hearts and even how to implement the service value and connotation through education and training programs by human resources department. Physical attractiveness is the most obvious characteristic of the service provider and is also the characteristic of consumer susceptibility. Therefore, the service provider should have good personal characteristics and meet the expectations of the customer service type, which is the most ideal and most appropriate customer service. |
