臺灣博碩士論文加值系統

在政府的天空開放政策帶動下，我國航空市場邁向一個新的里程碑。空服員正因新航空公司的成立而需求大增。由於空服員的機內工作與服務品質密不可分，本文將以本國航空公司的空服員為對象，採便利抽樣方式實施問卷調查，以工作要求、契合度與社會支持為自變項，出缺勤與工作疲勞為依變項，探討空服員之工作要求、契合度、社會支持與出缺勤、工作疲勞間的關連，藉此以瞭解空服員的工作情況，提供給航空界與學術界做為參考。

本研究發現如下:
1. 工作要求對疲勞具有正向影響。
2. 社會支持對疲勞具有負向影響。
3. 契合度對出勤具有正向影響。

由分析結果發現，空服員疲勞的最大來源為工作壓力，而工作壓力多數是由工作要求所造成。航空公司應多舉辦一些有關情緒管理和壓力舒解方面的訓練課程或講座，減少空服員因工作而產生的壓力與疲勞。其次，將來想要成為空服員的職場新鮮人，則應對此行業做更深入的瞭解以免有認知上的差距，而投入空服員的領域後，除了專業知識的培養外，更應在身體、心理上做好個人的管理與調適，以符合職場的需求。

關鍵字: 空服員、工作要求、疲勞、社會支持、契合度

The air transportation industry develops rapidly since government release restrictions on airway policy . Because of it, we need a great quantity of flight attendants. Due to their efficiency of work play a very important role on quality of service, In this study, we use job demand , social support and fit as independent variables, fatigue and attendance or absence from duty as dependant variables. We gather the data from flight attendant in Taiwan’s company and then analyze the data. Through the results to suggest both airline circles and academic:
The results reveal that:
1. There’s poisitive effect between job demands and fatigue.
2. There’s negative effect between social support and fatigue.
3. There’s poistive effect between fit and attendance or absence from duty.
It can be found that from the analysis’s outcome, airline companies can hold more “emotions management” and “stress mitigation” training courses or workshops to reduece the stress and pressure for flight attendants resulting from work. For those freshmen to the society who are interested in becoming flight attendants should have thorough research and understanding into this field in order to avoid cognitive descripancies happened. Good personal management is more important once they are in this walk of life.

頁次
第一章 緒論 .......................................1
第一節 研究背景與動機 ........................... 1
第二節 研究流程.................................. 3
第三節 研究目的與限制............................ 5
第二章 文獻回顧與探討 .. ........................ 6
第一節 空服員概況介紹 .......................... 6
第二節 工作要求................................. 10
第三節 疲勞..................................... 15
第四節 社會支持 ................................ 18
第五節 契合度 .................................. 29
第三章 研究架構與假說 .......................... 60
第一節 研究架構 ................................ 60
第二節 研究推論與假說........................... 62
第三節 研究樣本 ................................ 63
第四節 研究變項 ................................ 64
第五節 資料處理方法 ............................ 68
第四章 調查結果與分析............................ 71
第一節 描述性統計分析 .......................... 71
第二節 單因子變異數檢定......................... 77
第三節 皮爾遜相關分析...........................124
第四節 階層迴歸分析.............................126
第五章 結論與建議................................131
第一節 結論.....................................131
第二節 建議.....................................135
參考文憲.........................................137
附錄: 問卷 ......................................146

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