陳美燕Chen, Mei-Yen林鈺惠Lin, Yu-Hui2023-12-082023-08-102023-12-082023https://etds.lib.ntnu.edu.tw/thesis/detail/3ed77f62ecb90566927486f1475fa181/http://rportal.lib.ntnu.edu.tw/handle/20.500.12235/121688工作不安全感係指個人對於失去目前工作可能性的擔憂，研究指出除了關乎員工情緒與身心健康之外，工作不安全感亦是影響工作滿意與離職意圖之重要因素。航空業在過去三年遭受新冠肺炎疫情衝擊，從業人員之職業生涯大受影響，工作不穩定使得客艙 組員不安全感情緒升高，在疫情逐漸解封進入新常態後，研究如何重建員工之心理狀態與工作信心至關重要。本研究透過文獻探討與問卷調查形式蒐集並分析資料，所分析之文獻包含工作不安全感、心理彈性、工作滿意與離職意圖等相關研究，問卷調查則以工作不安全感量表、工作心理彈性量表、工作滿意量表與離職意圖量表，編定為「客艙組員工作不安全感、心理彈性、工作滿意與離職意圖之問卷調查」，透過立意取樣方式， 以臺灣航空公司之中華民國籍在職客艙組員為研究對象進行線上問卷發放，取得有效問卷 233 份，並使用 SPSS 23.0 統計套裝軟體進行資料處理與分析。研究結果發現：一、 客艙組員之工作滿意與心理彈性佳，工作不安全感和離職意圖低；二、不同職等之客艙組員在離職意圖上有顯著差異；三、客艙組員之工作不安全感、心理彈性、工作滿意與離職意圖之間皆有相關；四、客艙組員之工作不安全感與工作滿意對於離職意圖具有顯著解釋力。本研究依據結果提出分析及建議，期許提供未來在航空、旅遊觀光及服務相關產業於組織與經營管理策略與學術研究上之參考。Job insecurity refers to an individual's worry about becoming unemployed. Research has shown that job insecurity is not only affecting employees’ emotions and physical health, but also impacting their job satisfaction and turnover intentions. It is crucial to study the psychological state at work of cabin crew after the impact of COVID-19 pandemic. The study had conducted a literature review of job insecurity, psychological flexibility, job satisfaction and turnover intention, and furthermore, a questionnaire of Taiwanese cabin crew. The research results revealed that: (1) Cabin crew had nice job satisfaction and psychological flexibility, and the job insecurity and turnover intentions of them were low; (2) There were significant differences in turnover intentions among cabin crew of different positions; (3) There were correlations between job insecurity, psychological flexibility, job satisfaction and turnover intentions among cabin crew; (4) Job insecurity and job satisfaction of cabin crew have significant explanatory power for turnover intentions. Based on the results, the study proposed analysis and recommendations, hoping to provide references for future practical and academic research in the aviation and tourism industries.航空業空服員復原力心理靈活性正向情緒Airline IndustryService IndustryFlight AttendantResiliencePositive Emotionetd