以往探討空服員的研究多以研究空服員的工作壓力、休閒活動、工作生活品質、工作內容與時間、服務態度、以及情緒勞務負擔等為主。而隨著科技進步,未來飛機容量更大,飛時拉長,加上飛機內工作環境不佳,以及輪值夜班、適應時差等對身體造成的傷害等,均可看出空服員承受來自工作與身體上之壓力並不小。而空服員若長期處於壓力環境下工作,造成其易怒、爭執的情緒,且間接產生憂鬱感,缺乏工作意願與離職率提高,亦會影響服務品質。因此造成空服員離職傾向之相關因素亦值得本研究來探討。 本研究藉由深度訪談的方式蒐集所有相關影響離職的因素,根據訪談所蒐集到的資料、輔以文獻以及實務,規劃研究架構及假設並設計問卷。並以航空公司離職與現職空服員為研究對象,將所蒐集到的數據資料利用LISREL8.71與SPSS 12.0套裝軟體進行領導行為、工作特性、組織氣候、工作滿足與離職傾向各構面間相互關聯的潛在變項路徑分析、觀察變項路徑分析與各類統計分析研究,其主要結論如下: 1.彙整影響空服員離職因素顯示,空服員認為真正會導致其離職的因素前六項分別是:生理健康因素、另有生涯規劃、家庭因素、飛安問題、另有其他的工作機會以及遇到旅客抱怨時公司不站在員工立場處理事情。. 2.工作滿足與離職傾向間沒有顯著的因果關係,此一結果和過去文獻認為呈現負向關係有所不同。 3.領導行為、工作特性與組織氣候,不會透過工作滿足的中介作用,間接影響空服員的離職傾向。並且年資對於工作滿足與離職傾向並無顯著影響。 4.工作負荷變項受領導行為潛在變項影響,工作意義變項受組織氣候潛在變項影響,此一發現過去文獻鮮少論及。
This study examined the primary factors which affect the flight attendant turnover from flight attendant's standpoint. This study is aimed at proving whether the leadership behavior, job characteristics, and the organization climate has made an influence over job satisfaction, and which in turn influence turnover tendency; and whether seniority is a moderating variable. This study is performed on 352 flight attendants from C Airline using the in-depth interview method to obtain turnover factors. Besides, questionnaires are used to obtain data and results. The study is to provide more information for airline management regarding how to manage the flight attendant turnover behavior. The results show that the top six factors which affect the flight attendant turnover are in the following order: healthy, other planning, family issues, flight safety concern, career opportunities, and when the passenger complains, the company does not to protect the staff. The job satisfaction and turnover tendency has no causal relation. The leadership behavior, job characteristics and the organization climate cannot affect flight attendants’ turnover tendency through influencing job satisfaction. Seniority has not obvious influence on job satisfaction and turnover tendency.