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研究生:陳姿卉
研究生(外文):CHEN, TZU-HUI
論文名稱:從工作要求-資源理論探討空服員情緒耗竭與工作敬業之研究
論文名稱(外文):The research of Flight Attendants' Emotional Exhaustion and Work Engagement : from the perspective of the JD-R Model
指導教授:劉維寧劉維寧引用關係
指導教授(外文):LIU, WEINING
口試委員:劉維寧李俊賢陳儀容
口試委員(外文):LIU, WEININGLEE, CHUN-HSIENCHEN,YI-RONG
口試日期:2017-06-08
學位類別:碩士
校院名稱:國立高雄師範大學
系所名稱:人力與知識管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:58
中文關鍵詞:逢迎行為組織自豪情緒耗竭工作敬業工作要求-資源
外文關鍵詞:IngratiationOrganizational PrideEmotional ExhaustionWork EngagementJD-R model
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本研究旨在探討空服員之逢迎行為與組織自豪對其情緒耗竭與工作敬業之影響,依據JD-R(Job Demand-Resource Model)理論模型作為理論基礎,探討空服員之逢迎行為與組織自豪所扮演的角色。本研究使用問卷調查法的方式,針對中華民國國籍空服員為研究對象,並以電子網路問卷進行問卷發放,總計收回218份有效問卷,採用迴歸分析進行假設驗證。研究結果顯示,逢迎行為對情緒耗竭有負向影響、逢迎行為對工作敬業有正向影響、組織自豪對情緒耗竭有負向影響、組織自豪對工作敬業有正向影響。研究最後,建議航空公司應設立逢迎服務流程,並加強空服員的逢迎訓練;以及積極建立維護組織良好形象與組織自豪文化訓練,以降低空服員情緒耗竭與加強工作敬業。
The purpose of this study is to explore the impact of the flight attendants' behavior and organizational pride on their emotional exhaustion and work. Based on the JD-R (Job Demand-Resource Model) theoretical model as the theoretical basis, the impact of the flight attendants' ingratiation and organizational pride is discussed. This study used questionnaires for ROC nationality flight attendant for the study, and an electronic network questionnaire survey, a total recovery of 218 valid questionnaires, regression analysis hypothesis testing.The results show that there is a negative impact on the emotional exhaustion, the behavior of the behavior has a positive impact on the work, organizational pride has a negative impact on emotional exhaustion, organizational pride has a positive impact on the work of dedication. At the end of the study, it is recommended that the airline should set up a service process and strengthen the training of the flight attendants; and actively establish a good image of the organization and organize the pride of cultural training to reduce the emptiness of the flight attendants and strengthen their work.
目錄
謝誌 I
摘要 II
ABSTRACT III
目錄 IV
表目錄 VI
圖目錄 VIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 6
第三節 研究流程 7
第二章 文獻探討 8
第一節 工作要求-資源理論(Job Demand-Resource Model) 8
第二節 逢迎行為(Ingratiation) 12
第三節 組織自豪(Organizational Pride) 14
第四節 情緒耗竭 16
第五節 工作敬業 17
第三章 研究方法 19
第一節 研究架構 19
第二節 研究假設 20
第三節 研究對象與施測方式 21
第四節 研究變數衡量 22
第五節 資料分析方法 23
第四章 研究結果 25
第一節 信度分析 25
第二節 描述性統計 27
第三節 差異性分析 31
第四節 相關分析 38
第五節 迴歸分析 39
第五章 結論與建議 41
第一節 研究結論 41
第二節 管理意涵 48
第三節 研究限制 50
參考文獻 51
中文參考文獻 51
西文參考文獻 52

表目錄
表 3 1專家問卷發放名單 23
表 4 1逢迎行為信度分析 25
表 4 2組織自豪信度分析 25
表 4 3情緒耗竭信度分析 26
表 4 4工作敬業信度分析 26
表 4 5研究樣本(空服員)基本資料分析表 28
表 4 6各變項描述性統計分析 29
表 4 7性別對各變項之獨立樣本t檢定 31
表 4 8婚姻狀態對各變項之獨立樣本t檢定 32
表 4 9子女對各變項之獨立樣本t檢定 33
表 4 10工作經驗對各變項之獨立樣本t檢定 33
表 4 11年齡對各變項之單因子變異數分析 34
表 4 12教育程度對各變項單因子變異數分析 35
表 4 13年資對各變項單因子變異數分析 36
表 4 14公司對各變項單因子變異數分析 37
表 4 15研究變項相關表格 38
表 4 16逢迎行為對情緒耗竭之迴歸分析表 39
表 4 17逢迎行為對工作敬業之迴歸分析表 39
表 4 18組織自豪對情緒耗竭之迴歸分析表 40
表 4 19逢迎行為對工作敬業之迴歸分析表 40
表 5 1研究假設驗證整理表 41
表 5 2工作敬業對逢迎行為與情緒耗竭之調節 46
表 5 3工作敬業對組織自豪與情緒耗竭之調節 47

圖目錄
圖 1 1桃園機場旅客運量統計圖 1
圖 1 2研究流程圖 7
圖 3 1研究架構圖 19



中文參考文獻
桃園機場公司股份有限公司(2017)。營運統計-客運量。線上檢索日期:2017年3月20日。網址:
http://www.taoyuanairport.com.tw/company_ch/Passengerquery
周瑋軒(2012)。工作要求-資源模式、專業承諾與工作敬業心關係之研究─以南科及高科之高科技產業人員為例。國立高雄應用科技大學人力資源發展碩士班。高雄。
林純菁(2005)。空服員的工作滿意度與其影響因素之研究─以中華航空為例。國立暨南大學國際企業學系碩士論文,南投。
邱如玫(2007)。空服員情緒勞務與情緒耗竭關係之研究。南台科技大學技職教育與人力資源發展研究所碩士論文,台南。
鄭怡璿(2008)。台灣籍空服員情緒勞務、情緒耗竭、從眾行為與補償性衝動消費行為間關係之研究,新北市。

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