空服員屬於典型的情緒勞務工作者,承受較大的工作壓力與情緒負荷,容易造成負面的工作結果或健康問題,導致職場疲勞的產生。因此,空服員的情緒勞務表現如果超出負荷,進而導致情緒失調及情緒疲勞,不僅關係到乘客對所搭乘航空公司的印象,也會導致工作績效降低或犯錯率提高,甚至可能成為影響飛航安全的風險因素之一。本研究以國籍航空空服員為研究對象,探討空服員情緒勞務負荷與職場疲勞之關係,以量化方式進行研究,回收有效問卷一共236份,經分析結果發現,空服員之情緒勞務負荷對職場疲勞有正向關係、情緒勞務負荷對個人疲勞有正向關係、情緒勞務負荷對服務對象疲勞有正向關係。本研究之結果可作為航空公司空服管理部門之參考,航空公司可從管理空服員之情緒勞務負荷程度著手,以減低其職場疲勞程度並確保飛行勤務有效運作。
Flight attendants are typically characterized as emotional labor, they often take on much stress and negative emotion while performing their work, and this situation results in poor job performing, health problems, and the fatigue of job. Therefore, overloaded emotion of flight attendants will lead to the emotional dissonance and emotional fatigue. It’s not only related to the passenger’s impression of the airline but also do less well on work performance or increase the possibility of making mistakes; as a result, it becomes an essential factor for flight accidents. This research aims to understand the connection between emotional labor loading and workplace fatigue of flight attendants, and the study used the questionnaire as the main method to collect the data. The research results shows: 1.The relationship between emotional labor loading and workplace fatigue of digital study is obvious and positive. 2.The relationship between emotional labor loading and personal fatigue of digital study is obvious and positive. 3.The relationship between emotional labor loading and client-related fatigue of digital study is obvious and positive. The result of research is aimed to be the reference for administration department in airlines. Airlines can start with managing flight attendants' loading of work emotion so as to decrease the fatigue level from workload and ensure the efficiency to the flight duty.