空服員團隊情緒勞務、心理安全關聯性之研究：以生涯調適力為干擾變項

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Title:	空服員團隊情緒勞務、心理安全關聯性之研究：以生涯調適力為干擾變項 A Study of Relationship among Flight Attendant Team’ Emotional Labor and Psychological Safety: The ModeratingEffects of Career Adaptability
Authors:	陳慧真
Contributors:	企業實務管理數位碩士在職專班
Keywords:	空服員情緒勞務心理安全生涯調適力 flight attendant emotional labor psychological safety career adaptability
Date:	2022
Issue Date:	2023-03-09 15:22:16 (UTC+8)
Abstract:	在經濟發達、產業型態變遷的現代社會，企業莫不致力於改善服務品質，爭取顧客認同，強化競爭優勢，以提升組織整體績效。如何管理第一線服務人員成為企業重要的議題。在航空企業經營第一線空服員的服務管理中，亦存在如何提升服務，以及績效指標的課題。本研究航空業空服員為研究案例，採用調查法發放問卷，。以資源保存理論為基礎，探討空服組員在團隊中的情緒勞務與心理安全是否具有顯著負向影響，在兩變項中加入生涯調適力的交互作用後，是否對心理安全產生干擾效果。研究結果顯示本研究預設研究結果不同，以目前現況而言，空服員團隊組員之間的情緒勞務與心理安全具有正向影響。 H1假說不成立，「情緒勞務」與「心理安全」有顯著的正向影響。 H2假說成立，「生涯調適力」與「心理安全」具有顯著正向影響。我們發現情緒勞務對研究個案現況而言，是有助於心理安全，情緒勞務與生涯調適力的交互效果，不會對心理安全產生干擾效果。因此，如何提高員工的生涯調適力是才是重點。 H3假說不成立。「情緒勞務」與「生涯調適力」交互作用對「心理安全」沒有干擾效果。 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".
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