In a modern society with a developed economy and changing industrial patterns, the service industry has suddenly become a mainstream industry. The industry is committed to improving service quality, winning customer recognition, strengthening competitive advantages, and improving the overall performance of the organization. In the face of business competition, how to manage front-line service employee has become a very important issue for enterprises. In the service management of the front-line flight attendants of the airline companies, there are also issues of how to improve the service and performance indicators.
Therefore, this study takes flight attendants in the aviation industry as a case study, using the survey method to issue questionnaires and analyzing them with SPSS statistical methods. Based on the theory of resource conservation, this paper explores whether the emotional labor and psychological safety of flight attendants in the team have a significant negative impact, and whether the interaction of career adaptability is added to the two variables, whether it has a disturbing effect on psychological safety.
The results of the study show that the results of this study are different from the pre-determined research results. According to the current situation, the emotional labor and psychological safety of the flight attendant team members have a positive impact.
The H1 hypothesis does not hold, and "emotional labor" and "psychological safety" have significant positive effects.
The H2 hypothesis is established, and "career adaptability" and "psychological safety" have significant positive effects.
We found that emotional labor is helpful to psychological safety for the current situation of the research cases, and the interactive effect of emotional labor and career adaptability will not interfere with psychological safety. Therefore, how to improve the career adaptability of employees is the key point.
The H3 hypothesis does not hold. The interaction of "emotional labor" and "career adaptability" did not interfere with "psychological safety".
