微笑的背後：航空公司運務員的真實人生

航空公司運務員是一種高度的情緒勞務工作者，他們的情緒表現都必須遵循航空公司的要求，而做出組織所期待的情感表現。航空公司運務員在工作中所表現出的儀態與專業，顯現出光鮮亮麗、充滿歡樂的景象，但這景象的背後，是他們犧牲了個人生活品質、影響人際關係、家庭與休閒時間所換來的。這正是研究者所要表達航空公司運務員所從事之工作特性影響其個人生活之寫照，家庭、人際與休閒活動，皆與其工作型態息息相關。希望能深入了解服務業員工的組織情緒展示、個人情緒勞務和情緒耗竭對員工於工作上與私人層面之間的影響。本研究採質性方法，使用深度訪談法蒐集十位航空公司運務員的工作特性及其對個人生活影響、價值觀、前景之相關資料。研究結果期能提供有意從事航空公司運務員者，對於其工作特性及所影響個人生活範圍有所瞭解，並能一窺航空業之真實面貌。

關鍵字

航空公司運務員；情緒勞務；工作倦怠

並列摘要

Airline ground staffs could be highly emotional labor workers; emotional performance of the airline ground staffs must follow the requirements of the enterprises, and have certain emotional expressions the companies expect. Airline ground staffs show their professional manners and attitudes at work, which seems to be glamorous and joyful. But behind the scenes, they sacrifice things such as good quality of life, leisure time, and relationships with people and even their families. The influences on their lives, families, relationship and leisure time are closely connected to their patterns of work, and this is exactly what the researchers want to convey in the thesis. We hope to deeply realize the influences of the emotional expressions of the enterprises, the emotions caused by their labor efforts and the emotional exhaustion on those workers between their work and private aspects. This study adopted qualitative methods, using depth interviews to collect information about operational characteristics of an airport crew, and the impacts to their personal lives, values, and prospects. We hope these research results could offer some useful information to those who are interested in the airline ground staffs, allowing them to know its work characteristics and the effects of it on their personal lives, and they could also have a glimpse of the true features of the aviation industry.