Research on the causes and effects of group affective tone

This study of cabin service directors and flight attendants analyzed information from different sources to examine relationships among task interdependence, group humor use, positive group affective tone, work engagement and service performance. A total of 1000 questionnaires were distributed, and 606 valid questionnaires were returned, including 515 from team members and 91 from team leaders, yielding a valid response rate of 60.6 percent. The final analysis included all valid questionnaires. The research results demonstrated that: 1. Task interdependence positively influences positive group affective tone; 2. Group humor use positively influences positive group affective tone; 3. Positive group affective tone positively influences work engagement; 4. Positive group affective tone positively influences service performance; 5. Work engagement positively influences service performance; 6. Work engagement partially mediates the relationship between positive group affective tone and service performance. Based on these results, suggestions regarding service management are presented as a reference for airlines.

關鍵字

group affective tone ； humor ； work engagement ； service performance

並列摘要

本研究旨在檢視任務相依、幽默、團隊情感氛圍、敬業貢獻與服務績效的關係。以臺灣地區空服人員為問卷調查的對象，發出1,000份員工問卷，回收606份有效問卷，其中團隊成員515份，91份團隊組長問卷，問卷有效回收率60.6%。結果顯示：（一）任務相依正向影響團隊情感氛圍；（二）團隊幽默正向影響團隊情感氛圍；（三）團隊情感氛圍正向影響敬業貢獻；（四）團隊情感氛圍正向影響服務績效；（五）敬業貢獻正向影響服務績效；（六）敬業貢獻部分中介團隊情感氛圍與服務績效的關係。最後，依據研究結果提出服務管理的建議，以供航空服務業者參考。

並列關鍵字

團隊情感氛圍；幽默；敬業貢獻；服務績效

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