航空公司事務長美學領導、組織文化與組織承諾關係之研究

Abstract

航空公司廣泛將美學的概念運用於產業環節的策畫及推行，最終強調以傑出服務品質及美好形象來創造競爭優勢。領導一組能夠令旅客印象深刻、創造差異化且傳達公司特質的一線空服團隊，不僅要科學性的依靠組織規範及標準作業流程進行各項工作，更需有藝術性的涵養與美學實踐，以呼應產業對於美的強調及挹注。本研究旨在探討國內某航空公司事務長美學領導與組織文化、組織承諾的現況及相互影響關係。透過文獻探討與問卷調查的方式，收集並分析資料。所分析文獻包括國內外領導與組織文化、組織承諾的相關研究；問卷調查部分則以美學領導行為量表、組織文化量表、組織承諾量表編訂為「事務長美學領導行為與客艙組員組織文化、組織承諾問卷」，針對某國籍航空公司在職客艙組員為研究對象，以立意抽樣方式取得有效問卷475份。採SPSS23.0中文版電腦軟體以描述性統計、單因子變異數分析、皮爾森積差相關分析及一般多元迴歸分析等統計方法進行資料處理及分析。本研究主要結論如下: 一、客艙組員對於事務長之美學溝通(表達藝術)、美學支持(團隊氛圍)極為重視；對組織文化認知傾向於官僚型；組織承諾於情感承諾構面平均數較高。二、不同人口統計變項之客艙組員在認知事務長美學領導、組織文化及組織承諾具有顯著差異；三、事務長美學領導、客艙組員組織文化與組織承諾間呈顯著正相關。四、事務長美學領導、組織文化對組織承諾具有顯著正向預測力。「支持型文化」對「情感承諾」有顯著的預測力，「美學誠實」、組織文化對「持續承諾」有顯著的預測力，而「美學支持」、「創新型文化」、「支持型文化」對「規範承諾」有顯著的預測力。本研究依據研究結果提出分析及建議，提供旅運、觀光、服務相關產業於組織運作實務應用及經營管理策略參考，亦提供未來相關研究方向。This study aimed to explore the relationships among chief purser’s aesthetic leadership, organizational culture and organizational commitment in a local major airline. The study was done with 475 valid questionnaires completed by Taiwanese female cabin crews of the case airline. Based on the descriptive statistical analysis, one-way ANOVA correlation analysis, and multiple linear regression analysis, the results were as follows: 1.The majority of cabin crews were age of 26-30, university-educated, work-seniority in between 1-6 years, rank as CA, and not married. 2. Cabin crews’ recognitions toward chief purser’s aesthetic leadership reflect highly appreciation in aesthetic communication and aesthetic support. As to organizational culture, bureaucratic culture was commonly recognized. And the means of affective commitment is the main dimension regarding to organizational commitment. 3. There were differences among cabin crews’ demographics on the chief purser’s aesthetic leadership, organizational culture and organizational commitment. 4. There were highly correlated relationship among chief purser’s aesthetic leadership, organizational culture and organizational commitment.5. Chief purser’s aesthetic leadership and organizational culture could effectively predict organizational commitment.The conclusions and recommendations of this study serve as a reference for the aviation and tourist industry and future research.