傳統航空與廉價航空服務差別化與情緒勞動之比較

Comparison of Differences in Service and Emotional Labor between Traditional Airlines and Low Cost Carriers

林建良(Chien-Liang Lin)

《跨界：大學與社會參與》 5期 (2014/11) Pp. 1-34+i-iv

摘要

在各國逐漸實施開放天空政策及近年來新興低成本（廉價）航空的崛起，國際航空市場蓬勃發展，空服員人力需求大增。本論文旨在討論空服員於過去的傳統航空與現今低成本航空在服務上的差別與勞動者情緒勞動的變革，瞭解航空公司在經營理念與制度化管理上的轉變與未來產業趨勢。本研究以訪談法，分為傳統航空組與低成本航空組，針對17名空服員進行訪問。結果發現，航空業服務從過去精緻化的「服務導向」轉變為現今高度利潤至上的「銷售導向」。同時，空服員從過去講求嚴格一制化的情緒勞動轉變為注重個體性特色的展演，以及程度上鬆動的情緒勞動在低成本航空明顯可見。由於國際航空市場結構因素的轉變，過去空服員帶有高度的國家意象與嚴謹端莊形象，在現今廉價航空經營模式下轉為輕鬆無拘謹的庶民氛圍。最後，空服員服務成效的影響因素背後與制度性的勞動控制有關，低成本航空勞動控制的減輕使勞動者壓力降低，進而影響了工作成效與提升服務熱誠，同時，傳統航空與低成本航空同樣都因其勞動者與上司關係決定了服務的成效。

關鍵字

情緒勞動 ； 廉價航空 ； 全球市場競爭

並列摘要

International airlines industry is now becoming more prosperous, and the demand of flight attendants is now increasing as Open Sky Policy progressively be implemented in every country, and Low Cost Carriers are emerging in recent years. People hold curiosity and suspicion over LCC. The thesis focuses on future trend in airlines industry and the difference of concept of management, difference of service, change of emotional labor, and change of systematical control between traditional airlines and low cost carriers. The thesis is based on qualitative adopted semi-structured depth interview. Survey is divided into traditional airlines and low cost carrier with 17 objects of cabin crew. Attempting understand the differences between flight attendants and their service on the new style of operation. How does it change from traditional airlines which is highly represented emotional labor to low cost carriers nowadays, and why? Analysis showed that service in airlines industry shifted from 〞service-oriented〞 to 〞sales-oriented.〞 Meanwhile, emotional labor for flight attendants from before was stressed strictly on consistency to now be emphasized on acting in personal characteristics. Furthermore, it is obvious to know that relaxation of emotional labor has been occurred in low cost carriers. Due to the structural change in international airlines business, the images of flight attendants have been changed from before highly national images and dignified images, to now free and easy civil atmosphere in the new style of management. Finally, the research has extra discovery that performance of flight attendants will be affected by the systematical labor control. Low cost carriers diminish labor control make the pressure to the labor be reduced, and influence their work performance and increase the service sincerity; moreover, it is also concerned whether the relationship is easy between labors and supervisors will influence the service performance both in traditional airlines and low cost carriers.

並列關鍵字

Emotional Labor ； Low Cost Carriers ； Global Market Competition