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研究生:林孟蒨
研究生(外文):Meng-Chien Lin
論文名稱:組織認同與情緒勞務負擔之關聯探討-以航空公司空服員為例
論文名稱(外文):The relationship between flight attendants'' emotional load and their recognization of organization identification
指導教授:余坤東余坤東引用關係
指導教授(外文):Kun-Dong Yu
學位類別:碩士
校院名稱:國立海洋大學
系所名稱:航運管理學系
學門:運輸服務學門
學類:運輸管理學類
論文種類:學術論文
論文出版年:2003
畢業學年度:91
語文別:中文
論文頁數:68
中文關鍵詞:組織認同情緒勞務負擔教育訓練
外文關鍵詞:Organization identificationEmotional laborTraining
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隨著服務業經濟的成長,改變了以往的產業結構。航空公司想要在快變動的世代中生存,就必須將焦點放在員工身上,由於服務業的蓬勃發展,情緒開始被當作商品來販售,組織也開始思考如何運用各種人力資源管理制度來建立與維持情緒規則,並幫助員工解決執行情緒勞務所產生的專業倦怠,使情緒勞務工作者在工作時能發揮最大的效率。
本研究主要目的在探討航空業空服人員於情緒壓力負擔、組織認同與教育訓練之間的關係。並利用問卷蒐集資料,對原始資料進行敘述統計分析、變異數分析、層級迴歸分析等統計運算方法。研究目的為:
1.瞭解目前航空公司空服員組織認同與情緒勞務之狀況。
2.空服員的組織認同與空服員的情緒勞務負擔是否有顯著的影響。
3.空服員所認知的教育訓練對其情緒勞務負擔是否有顯著的影響。
4.教育訓練對空服員的組織認同與其情緒勞務負擔是否有干擾效應
The growth of service industry enhances the importance of emotion issues in organizations. The airline company who want to survive in variable century must focus on the service quality. With the blossoming of the service industry, the emotion has been considered as a product for selling. Organizations also began to think how to take advantage of the Human Resource Management of Emotional Labor (HRMOEL) to build up and maintain the display rule, avoid burnout, and let emotional labor do their work efficiency.
In this research flight attendants were sampled in the study of influence on the pressures of emotional labors, and 112 employees of aviation were surveyed. To analyze the relationship of the extent of emotional labor, and the relationship with employees'' organization identification, ANOVA and Hierarchical Regression were used to test each hypothesis. The main purposes of this study are as follows:
1.The status of flight attendants'' emotional load and organization identification.
2.The relationship between flight attendants'' emotional load and their recognization of organization identification.
3.The relationship between the airline company''s education system and the flight attendants'' emotional load.
4.The interactive effect, airline companies'' training system, of flight attendants'' organization identification and their emotional load.
中文摘要......................... I
英文摘要......................... II
目錄...........................III
圖表目錄......................... IV
第一章 緒論....................... 1
第一節 研究背景與動機.................. 1
第二節 研究目的..................... 4
第二章 文獻探討..................... 5
第一節 組織認同之相關文獻探討.............. 5
第二節 情緒勞務之相關文獻探討.............. 9
第三節 組織認同與情緒勞務之相關文獻探討......... 17
第四節 教育訓練與員工工作態度.............. 18
第五節 個人特徵與員工工作態度.............. 22
第三章 研究設計..................... 23
第一節 研究架構..................... 23
第二節 研究變相之定義與衡量............... 24
第三節 抽樣方法與樣本.................. 28
第四節 資料分析方法................... 30
第五節 信度與效度分析.................. 32
第四章 驗證結果與討論.................. 34
第一節 組織認同對情緒勞務負擔之影響........... 34
第二節 教育訓練對情緒勞務負擔之影響........... 38
第三節 個人特徵與情緒勞務負擔之影響........... 41
第四節 交互作用分析................... 44
第五章 結論與建議.................... 46
第一節 研究結論..................... 46
第二節 研究限制..................... 50
第三節 研究建議..................... 51
參考文獻......................... 53
附錄一:本研究問卷.................... 58
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