航空公司組織文化與組織承諾之研究

Airlines Organizational Culture and Commitment

羅喬文(Chiao-Wen Lo) ； 陳淑娟(Shu-Chuan Chen) ； 郭仕堯(Shih-Yao Kuo)

《航空太空及民航學刊.系列B》 42卷2期 (2010/10) Pp. 73-81

https://doi.org/10.6124/JAAA.201010_42(2).01

摘要

本研究針對航空公司空服部／服勤本部管理者與空服員對組織文化認知的差異及組織承諾的高低，分析兩者間的關聯性。使用問卷調查法，以組織文化量表、組織承諾量表及服務品質量表進行資料蒐集，組織文化分?支持進取型文化、創新型文化與科層型文化三個構面，組織承諾分?情感承諾、持續承諾與規範承諾三個構面，服務品質量表分?有形性、可靠性、反應性、保證性與關懷性五個構面。研究樣本?現今台灣兩大航空公司所屬之空服部門管理者及空服員，以隨機抽樣方式，取得空服部門管理者有效問卷34份，空服員157份，再以顧客?研究對象，取得有效問卷301份。研究結果顯示：組織文化構面與組織承諾構面呈顯著正相關，組織文化構面對組織承諾具預測力。A航空服員對組織文化認知傾向於支持進取型，B航空服員則傾向於科層型。A航空服員組織承諾於持續承諾及規範承諾構面平均數高於B航，A航服務品質表現普遍優於B航。

關鍵字

航空公司 ； 組織文化 ； 組織承諾 ； 服務品質

並列摘要

The purpose of this research is to examine the relationship between organizational culture and organizational commitment of airlines employees, including managers and flight attendants. The aspects of organizational culture consist of supportive culture、innovative culture and bureaucratic culture. As the ones of organizational commitment consist of affective commitment, continuance commitment, normative commitment, service quality aspects consist of tangibles, reliability, responsiveness, assurance, empathy. The valid responses of 34 managers and 157 flight attendants are from the ones who work in two major airlines in Taiwan, which labeled as airline A and airline B in this paper. 301 usable replies are collected from passengers. The results indicate that Organizational culture is positively correlated with organizational commitment. Organizational commitment can be predicted by analyzing the aspects of organizational culture. The organizational culture cognition of airline A flight attendants tends to be supportive culture, and airline B flight attendants tend to recognize it as bureaucratic culture. The means of continuance commitment and normative commitment of airline A flight attendants are higher than airline B flight attendants. The service quality of airline A is generally better than airline B.

並列關鍵字

Airlines ； Organizational culture ； Organizational commitment ； Service quality