- 學位論文
台灣國籍航空客運運務地勤人員之工作經驗
Work Experience of Ground Staff of Transportation Services in Taiwan Airlines
摘要
本研究探討台灣國籍航空客運運務人員之工作經驗，聚焦於工作對其身心社會健康的影響。本研究採現象學研究方法，邀請7位（四男三女）任職於國籍航空之客運運務人員，以半結構訪談來蒐集資料。結果呈現六大主題：專業分工訓練、情緒勞務、工作倦怠、情緒勞務與工作倦怠的影響、彈性化工時的影響、壓力調適與身心社會健康。研究結果呈現高壓與高工時的運務工作對運務人員影響深遠，尤其於生理、心理、人際互動、家庭關係等方面。運務人員自我調適的方法包括將工作與個人生活分開，保持樂觀正向的心境及善用各式壓力紓解的方法，透過自我調適、充分溝通、尋求支援和使用資源，來降低因工作產生的生理、心理、社會方面的不適。 研究結果提供運務人員與其管理者了解他們因情緒勞務、工作倦怠、彈性化工時所影響而衍生的身心社會及人際相關壓力或症狀。經營管理者對運務人員的輪班間隔、輪班次數、工作時數等，宜考量其身心社會負荷，確保員工於獲得充分的休息與睡眠後重返工作場域；透過團隊合作、知識管理、定期檢核，關注他們身心社會健康狀況。未來研究可探討運務人員的情緒勞務、工作倦怠、彈性化工時、工作壓力及身心社會健康之交互作用及運作機制。也可探討於不同航空公司文化、組織治理規範、國家政策、航空專業特性等情境脈絡中的運務人員之身心社會健康狀態與工作品質。
並列摘要
The purpose of this study is to explore work experience of ground staff for transportation services with an emphasis on work impact on their biopsychosocial health. A qualitative phenomenological method was employed to analyze data collected form in depth interviews. Seven participants (four men and three women) who serve as ground staff for transportation services from two Taiwan airlines participated in this study. Six themes emerged from data analysis include: professional training, emotional labor, job burnout, the impact of emotional labor and job burnout, flexible hours for work, and stress coping and biopsychosocial health of ground staff. The results of this study reveal a huge impact of high stress and overwork hours on participants’ biopsychosocial health, interpersonal interactions, and family relations. Participants adopted various coping methods, including separation of work and life, maintenance of positive and optimistic attitude, and employment of various stress-relief and coping methods, such as self adaptation, good communication, seeking support and using resources, to reduce their biopsychosocial discomfort due to work stress. The findings of this study could be applied to ground staff and their managers to be aware of their work stress and biopsychosocial symptoms due to emotional labor, job burnout, and flexible work hours. Managers working in airlines companies should take into serious consideration on the issues related to ground staff’s work hours, time interval and number of work shifts to make sure them have enough rest and sleep before they go back to work. Managers have to assist ground staff to maintain biopsychosocial health by employing team cooperation, knowledge management, and regular monitoring to check their biopsychosocial health status. Future research could focus on the interactions and mechanisms of ground staff’s coping with (1) emotional labor, job burnout, and flexible work hours; and (2) the changes of company cultures, norms of organizations, national policies, and norms in airlines profession, to improve their biopsychosocial health and work quality.