空服員情緒勞務與工作敬業之關係：心理資本之角色

Abstract

本研究主要在探討空服員情緒勞務、心理資本、知覺主管心理資本，與工作敬業的關係。期望能深入了解第一線服務工作者之情緒勞務如何影響工作敬業，並探討心理資本，與知覺主管心理資本在其中扮演的角色。研究採取問卷調查法，以某國籍航空公司空服員為研究對象，採取線上問卷發放，共回收有效問卷共519份。以SPSS與JASP統計套裝軟體進行資料分析，研究結果顯示，空服員心理資本在情緒勞務（深層演出、自然情感表達）與工作敬業之間，具有正向中介效果；且知覺主管心理資本，在空服員心理資本與工作敬業間，具有調節效果。最後，本研究提出後續實務建議，希冀能提供航空產業對於一線服務人員人力資源管理策略參考之依據。This study aims to explore the relationship between emotional labor、psychological capital、and work engagement among flight attendants, with the goal of getting a deeper research of how frontline service workers’ emotional labor impacts work engagement, and exploring the role of psychological capital and perceived supervisor’s psychological capital in the context. The research will employ a questionnaire survey method, focusing on flight attendants from a specific Taiwanese airline company. A total of 519 valid questionnaires were collected .We use SPSS and JASP statistical software for data analysis, hypothesis testing, and the generation of subsequent recommendations and findings . The study results show that the psychological capital of flight attendants has a positive mediating effect between emotional labor (deep acting, and natural emotional expression) and job engagement. Additionally, the perceived psychological capital of supervisors moderates the relationship between flight attendants' psychological capital and job engagement. We aim for this study to significantly enhance both theoretical understanding and empirical investigation. Additionally, we aim to provide aviation industries with insights of operational management strategies for frontline service personnel.