空服員情緒智力對情緒耗竭關係之研究：以休閒調適策略與知覺上司支持為調節變項

Exploring the Relationships between Emotional Intelligence and Emotional Exhaustion of Flight Attendants: Moderating Effects of Leisure Adaptation Strategies and Perceived Supervisor Support

林倩如(Chien-Ju Lin) ； 鄧之卿(Chih-Ching Teng)

《輔仁民生學誌》 18卷2期 (2012/12) Pp. 63-85

https://doi.org/10.29440/FJJHE.201212.0004

摘要

在服務的過程中，第一線服務人員必須隱藏本身真實的情緒感受以符合企業所賦予的角色期望。本研究針對空服人員之情緒智力對於情緒耗竭的關聯性，以上司支持及休閒調適策略為調節變項，研究樣本為中華航空與長榮航空之本國籍且派飛機地為台北基地的空服員進行問卷調查，有效樣本為260份。研究結果顯示情緒智力與情緒耗竭呈負向相關，而知覺上司支持與部分休閒調適策略（舒緩身心的休閒）對於情緒智力與情緒耗竭的關係具有調節效果。研究建議航空業者應提供員工妥善管理自我情緒的課程，並培養空服員在工作之餘的休閒習慣；管理階層須注意要保持與員工良好的互動與溝通，使員工得以在工作時降低情緒耗竭的產生機會。

關鍵字

情緒耗竭 ； 情緒智力 ； 休閒調適策略 ； 知覺上司支持 ； 空服員

並列摘要

During the process of serving, service personnel must reach the goal of the role expectation set by the enterprise and hide the real emotion of their own as well. Focusing on the emotional quotients of the flight attendants toward emotional exhaustion after serving, this research is to analyze the differences of the adjustment degree produced by higher authority support and leisure adjustment strategy. The samples are flight attendants of home nationality of China Airlines and EVA of Taipei base. The results showed that the emotional intelligence and emotional exhaustion were negative related. Significant differences toward emotional exhaustion were also found in genders, age, flying hours and period of service of the flight attendants. In addition, adjustment effect was found in awareness of higher perceived supervisor support and part leisure coping strategy toward emotional intelligence and emotional exhaustion. This study suggests that the airlines should offer employees with self-emotional management courses, have more attention on the leisure custom developed by flight attendants, provide the managing echelon with systematic management courses and maintain good interactions with each other, so as to reduce the emotional exhaustion of the employees after serving.

並列關鍵字

emotional exhaustion ； emotional intelligence ； leisure coping strategies ； perceived supervisor support ； flight attendant