航空地勤服務人員情緒勞務與工作態度之相關研究－以工作倦怠為中介變項

Study of Emotional Labor and Job Attitude of the Ground Staff in the Airline-Job Burnout as a Mediator

許順旺(Shun-Wang Hsu) ； 李湘玲(Hsiang-Ling Lee)

《輔仁民生學誌》 18卷2期 (2012/12) Pp. 1-26

https://doi.org/10.29440/FJJHE.201212.0001

摘要

本研究旨在探討台灣地區國際線航空公司地勤服務人員情緒勞務、工作倦怠與工作態度之間的關聯性，以及透過工作倦怠的中介，是否會對情緒勞務與工作態度之間產生影響。本研究採便利抽樣進行問卷調查，受測對象係以設立於台灣地區之國際線航空公司地勤服務人員工作滿三個月之正式員工，問卷總計發放540份，回收有效問卷476份，有效回收率為88%。研究結果顯示：工作倦怠與工作態度及其子構面（工作滿足與組織承諾）之間達顯著負相關；情緒勞務與工作態度及其子構面（工作滿足、工作投入與組織承諾）之間呈現顯著正相關；工作倦怠會對情緒勞務與工作態度及其子構面（工作滿足與組織承諾）之間產生部份中介效果。本研究期望經由探討與分析出的研究結果，對未來國際航空公司在培訓及管理員工時能有所助益。

關鍵字

情緒勞務 ； 工作倦怠 ； 工作態度 ； 工作滿足 ； 組織承諾

並列摘要

This research aims to explore the relationship among emotional labor, job burnout and job attitude in the ground staff of International Airlines in Taiwan. The mediator effect of job burnout on the relationship between emotional labor and job attitude was also examined. This study adopted convenience sampling. Questionnaires were sent to Airline full-time employees who had worked more than three months in the ground staff of International Airlines in Taiwan. Five hundred forty questionnaires were sent, and 476 were returned valid data. yielding a 88% response rate, The results indicated that there was (1) a negative correlation between job burnout and job attitude (include job satisfaction, and organization commitment); (2) a positive correlation between emotional labor and job attitude (include job satisfaction, job involvement, and organization commitment); (3) a mediator effect of job burnout on the relationship between emotional labor and job attitude (include job satisfaction, and organization commitment). This study expects that the results can be the reference and assist International Airlines to train and manage their employees in the future.

並列關鍵字

emotional labor ； job burnout ； job attitude ； job satisfaction ； organization commitment