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題名:客艙組員工作產出及其前因之研究
作者:高雅鈴
作者(外文):Ya-LingKao
校院名稱:國立成功大學
系所名稱:交通管理學系碩博士班
指導教授:陳勁甫
學位類別:博士
出版日期:2012
主題關鍵詞:工作要求-資源模式離職傾向健康問題工作績效空服員Job Demands-Resources ModelTurnover IntentionHealth ProblemsJob PerformanceFlight Attendants
原始連結:連回原系統網址new window
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空服員屬於典型的情緒勞動者,情緒工作經常是壓力很大的,並且可能會導致負面的工作結果或健康問題。除了高壓工作特性造成空服員身心健康及離職問題外,近年來景氣復甦,帶動航空業人力需求,面對外籍航空挖角的強大吸力下,如何提高在高壓工作環境下的空服員留存率及服務績效,成為本國籍航空公司當前最刻不容緩的課題。因此,本研究欲找出空服員工作壓力和倦怠的前因以及可能的中介角色,並進一步發展有效的因應策略來改善空服員的健康問題及高離職率,甚至增進其工作表現。故本研究共分成二個部分進行,研究一探討工作與家庭衝突是否為工作壓力前因,並進而造成空服員的離職行為;研究二探究工作資源及工作要求對空服員工作績效及健康問題的影響。
研究一和研究二分別利用結構方程模式進行關係模式之構建及實證,透過問卷調查方式,針對本國籍航空公司之空服員進行資料蒐集。研究主要結論如下:研究一已確認工作與家庭衝突為工作壓力前因,並發現工作壓力-〉工作滿意-〉組織承諾-〉離職傾向之因果路徑關係。研究二證實工作倦怠對工作要求與健康問題的中介效果,以及工作資源-〉同事孤立-〉工作績效的因果路徑關係。
Flight attendants, typically characterized as being engaged in ‘emotional labor’, often experience stress when performing their work, and this may result in negative job outcomes and health problems. The stressful work conditions may lead to employee turnover and health problems. In addition, the human resource demand of the airline industry increases with economic recovery in recent years, which in turn lead to the high turnover rate of Taiwanese flight attendants resulting from the attraction of leaving to work for foreign airlines. A better understanding of the increasing retention and service performance of flight attendants with stressful situations is thus important for airline managers in Taiwan. Therefore, this study empirically investigates the antecedents and mediators of job stress and burnout, and aims to improve health problems, turnover rate and job performance. Thus, the following two parts are examined: The first study investigates the relationships between the antecedents of job stress, such as work- family conflicts, and consequences, such as turnover intention. There is the second study investigating the effects of job demands and job resources on problems and job performance.
Structural equation modeling approach is used in the first study and the second study, and self-administered questionnaires are designed to collect empirical data from flight attendants working at Taiwanese airlines. The first study reveals evidence of the following linkages: family-work conflict-〉job stress-〉job satisfaction-〉organizational commitment-〉turnover intention. The results of the second study show that burnout mediates the relationship between job demands and health problems, and that colleague isolation mediates the relationship between job resources and job performance.
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