空服員前瞻性人格,服務行為,組織承諾與組織公民行為之研究

Abstract

本研究以前瞻性人格主要探討議題，探討對服務行為、組織承諾及組織公民行為之研究。研究對象為空服員進行深入探究，瞭解其前瞻性人格、服務行為、組織承諾與組織公民行為之關連性。以兩家本國籍國際航空公司的國籍空服員為受試對象，採用便利抽樣方式實施問卷調查，問卷共發放420份，回收有效問卷則為402份，資料處理分析採用描述性統計、獨立樣本t檢定、單因子變異數分析與皮爾森積差相關分析等研究工具進行，研究結果顯示：在服務行為表現上，不同「性別」、「婚姻」與「職別」空服員呈現顯著差異。在組織承諾表現上，因不同「職別」空服員而有明顯的差異。在組織公民行為上，不同「職別」空服員會有顯著差異。前瞻性人格與服務行為、組織承諾與組織公民行為呈現明顯的正向關連性。空服員組織承諾方面，則與組織公民行為有明顯正面關連性。根據本研究結果彙整出管理意涵，本研究建議空服員招募及座艙長遴選標準，組織承諾的重視，組織公民行為展現，及強化角色內行為之緊急程序，可供航空公司管理之參考；後續研究方面，擴大研究範圍，質性與量化同時進行或增加研究變項。The purpose of this study targets at native cabin attendants and aims at exploring the relationship among cabin attendants’ proactive personality, service behavior, organization commitment and organizational citizen behavior. Four hundred and twenty questionnaires were sent out to native cabin attendants working at two local international airlines by convenience sampling, and four hundred and two responses were received. Based on the data collected from questionnaire, data analyses were performed by descriptive statistics, independent sample analysis t-test and Person’s correlation coefficients. The results show the cabin attendant whose gender, marriage and position in service behavior had a significant difference, the cabin attendant whose position in organization had a significant difference, the cabin attendant whose position in organizational citizen behavior had a significant difference, proactive personality had a positive correlation with service behavior, organization commitment and organizational citizen behavior respectively. Organization commitment had a positive correlation with organization citizen behavior. According to the outcomes of the study, suggestions were provided for airlines management to adapt proactive personality as cabin attendant recruitment and promotion requirement, to think highly of organization commitment, to demonstrate organization citizen behavior, and to strengthen in-role behavior on emergency procedure. Also, for future researchers, to expand the study range, and to increase variables.