博士 / 國立成功大學 / 交通管理學系碩博士班 / 100 / Flight attendants, typically characterized as being engaged in ‘emotional labor’, often experience stress when performing their work, and this may result in negative job outcomes and health problems. The stressful work conditions may lead to employee turnover and health problems. In addition, the human resource demand of the airline industry increases with economic recovery in recent years, which in turn lead to the high turnover rate of Taiwanese flight attendants resulting from the attraction of leaving to work for foreign airlines. A better understanding of the increasing retention and service performance of flight attendants with stressful situations is thus important for airline managers in Taiwan. Therefore, this study empirically investigates the antecedents and mediators of job stress and burnout, and aims to improve health problems, turnover rate and job performance. Thus, the following two parts are examined: The first study investigates the relationships between the antecedents of job stress, such as work- family conflicts, and consequences, such as turnover intention. There is the second study investigating the effects of job demands and job resources on problems and job performance.
Structural equation modeling approach is used in the first study and the second study, and self-administered questionnaires are designed to collect empirical data from flight attendants working at Taiwanese airlines. The first study reveals evidence of the following linkages: family-work conflict-〉job stress-〉job satisfaction-〉organizational commitment-〉turnover intention. The results of the second study show that burnout mediates the relationship between job demands and health problems, and that colleague isolation mediates the relationship between job resources and job performance.
| Identifer | oai:union.ndltd.org:TW/100NCKU5119013 |
| Date | January 2012 |
| Creators | Ya-LingKao, 高雅鈴 |
| Contributors | Ching-Fu Chen, 陳勁甫 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 95 |
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