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題名:客艙組員知覺工作要求、組織公平、工作熱情與專業實踐相關之研究-以國內某航空公司為例
作者:蕭羽汝
作者(外文):HSIAO YU-JU
校院名稱:國立高雄師範大學
系所名稱:成人教育研究所
指導教授:蔡培村
學位類別:博士
出版日期:2018
主題關鍵詞:客艙組員工作要求組織公平工作熱情專業實踐flight attendantjob demandorganizational justiceenthusiasm toward jobprofessional practice
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本研究旨在探討客艙組員知覺工作要求、組織公平、工作熱情與專業實踐的現況;分析不同客艙組員背景變項在工作要求、組織公平、工作熱情與專業實踐的差異情形;探討客艙組員知覺工作要求、組織公平、工作熱情與專業實踐相關;分析客艙組員工作要求、組織公平、工作熱情與專業實踐的預測力;建構客艙組員工作要求、組織公平、工作熱情與專業實踐的關係模式。本研究採用問卷調查法,以國內某航空公司客艙組員為研究對象,採隨機取樣方式,共寄1046封個人電子郵件問卷,回收有效問卷為735份,有效回收率為70.26%。有效問卷所得資料,以平均數、標準差、單因子變異數分析、積差相關分析、逐步多元迴歸分析與結構方程式,進行分析。本研究將所獲得結果歸納如下:
ㄧ、客艙組員知覺的工作要求為中高程度,以認知要求最高、體力負荷最低。
二、客艙組員知覺的組織公平為中等程度,以程序公平最高、分配公平最低。
三、客艙組員知覺的工作熱情為中高程度,以奉獻熱情最高、專注熱情最低。
四、客艙組員專業知覺的實踐為中高程度,以危機處理最高、自我激勵最低。
五、26歲-30歲、5年以下工作年資與薪資所得在6-8萬之客艙組員在工作要求知覺較高。
六、31歲以上、16年以上工作年資、擔任事務長職務與薪資所得在8萬
以上之客艙組員在組織公平知覺較為高。
七、31歲以上、16年以上工作年資、擔任事務長職務、薪資所得在8萬以上、執勤高頻率的東南亞、東北亞、美洲、歐洲與大洋洲與最喜歡執勤東南亞、東北亞、美洲、歐洲與大洋洲之客艙組員,具有較高的工作熱情。
八、16年以上工作年資、擔任副事務長職務與薪資所得在8萬以上客艙組員,在專業實踐行為的表現較好。
九、客艙組員知覺工作要求、組織公平、工作熱情與專業實踐彼此之間存在正相關,當客艙組員工作要求、組織公平、工作熱情的知覺程度愈高,專業實踐的表現也會愈高。
十、危機處理、自我激勵、職能精進、溝通合作皆有最佳預測變力,影響整體專業實踐與各分層最重要者為工作熱情的奉獻熱情最具影響力。
十一、客艙組員知覺工作要求、組織公平、工作熱情與專業實踐的適配情形尚可。
最後,本研究根據研究結果與結論,提出對供航空業者、客艙組員與未來研究之建議。
This study aims (1) to find out flight attendant’s perception of job demands, organizational justice, enthusiasm toward Job, and professional practice, (2) to find out differences in job demands, organizational justice, enthusiasm toward Job, and professional practice that are attributed to personal background variables of flight attendants, (3) to find out the relationship between flight attendants' perception of job demands, organizational justice, and enthusiasm toward Job, to their professional practice, (4) to decide the predictive validity of flight attendants' job demands, organizational justice, enthusiasm toward Job, and professional practice, and (5) to construct models of relationship between flight attendants' job demands, organizational justice, and enthusiasm toward Job, to their professional practice.
By using questionnaire survey, this study surveyed flight attendants of a international airlines. Via purposive sampling, a total of 1046 Email surveys were sent to the selected sample, among which 735 valid surveys were recovered, accounting for 70.26% effective response rate. The data obtained from these valid surveys were processed to find out relevant mean scores and standard deviations, and treated with one-way ANOVA, product-moment correlation, stepwise multiple regression, and structural equation statistical procedures. The findings obtained from this study are summarized as follows:
1. Job demands perceived by flight attendants are considered intermediate-high, with cognitive ability as the highest and physical vigor as the lowest demand.
2. Organizational justice perceived by flight attendant is considered intermediate, with procedural justice ranked the highest and distributive justice ranked the lowest.
3. Enthusiasm toward Job perceived by flight attendant is considered intermediate high, with enthusiasm for devotion ranked the highest and enthusiasm for attention ranked the lowest.
4. Professional practice perceived by flight attendant is considered intermediate high, with crisis management ranked the highest and self motivation ranked the lowest.
5. Flight attendants aged 26-30 years old, with less than five-year seniority, and earning between sixty and eighty thousand a month report higher perception of job demands than the other groups.
6. Flight attendants aged 31 years old or older, with at least 16-year seniority, taking purser position, and earning eight thousand a month report keener sensitivity to perception of organizational justice.
7. Flight attendants older than 31, at least 16-year seniority, taking purser position, earning more than eighty thousand a month, often flying Southeast Asia, Northeast Asia, North America, Europe, and Oceania routes, and taking delight in flying Southeast Asia, Northeast Asia, Europe, North America, Europe, and Oceania routes report high degrees of Enthusiasm toward Job.
8. Flight attendants with at least 16-year seniority, taking vice purser position, and earning at least eighty thousand a month perform best in professional practice behavior.
9. There exist positive correlations between job demands, organizational justice, and enthusiasm toward Job perceived by flight attendants, to their professional practice. The higher degrees of perception of flight attendants of job demands, organizational justice, and enthusiasm toward Job, the higher degrees of professional practice demonstrated by them.
10. Crisis management, self motivation, job enhancement, and communication and cooperation all have the best predictive variables, and commitment to devotion in the category of enthusiasm toward Job is most influential in deciding overall professional practice and each individual aspect.
11. The suitability of job demands, organizational justice, and enthusiasm toward Job perceived by flight attendants, to their professional practice is acceptable.
At last, according to these findings and conclusion reached, the study puts forth suggestions suitable for aviation industry, flight attendants, and ensuing studies.
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