[[alternative]]A Study on Job Stress and Emotional Intelligence of Flight Attendants-A Case Study in Taiwan

[[abstract]]國立台北護理學院旅遊健康研究所碩士論文摘要 研究所別：旅遊健康研究所 論文名稱：空服員之工作壓力與情緒智力之研究-以國內某國際性航空公司為例 指導教授：林旭龍 博士 研究生：陳麗芬 本研究旨在了解國內某國際性航空公司空服員工作壓力之現況、空服員情緒智力情形及工作壓力與情緒智力間的關聯性。研究對象以該航空公司全體空服員為對象，利用問卷量表作全面性普查收集資料。本研究共發出800份問卷，回收343份，回收率為42.87% 剔除無效問卷4份後，有效問卷為339份，有效問卷回收率42.37%。資料分析以統計套裝軟體SPSS11.0作統計分析，將所收集的有效樣本以敘述性統計、獨立樣本t檢定、單因子變異數分析、無母數分析（Kruskal-Wallis Test）、雪費事後考驗、皮爾森積差相關做研究驗證。研究結果發現： 一、研究空服員以27-29歲、大學以上（含）學歷、未婚、飛行年資為4-6年、喜歡非固定性飛行組合、不喜歡機動性調派者佔多數。 二、本研究空服員整體工作壓力平均數為42.94，有中上程度的壓力感受、而整體情緒智力平均數為43.04，顯示空服員有中等以上的情緒智力。 三、在個人背景變項與工作壓力的差異方面：年齡、婚姻、年資、機動性調派及非固定性飛行組合對於工作壓力有差異，學歷則無差異。 四、在個人背景變項與情緒智力的差異方面：年齡、教育程度、婚姻、年資對於情緒智力無差異，機動性調派及非固定性飛行組合對於情緒智力有差異。 五、空服員情緒智力與工作壓力有負相關。另經簡單迴歸分析後發現：情緒智力對工作壓力有預測力，即情緒智力較高者工作壓力感受性較低。 關鍵字：空服員、工作壓力、情緒智力[[abstract]]Abstract The purpose of this study is to explore the relationship between job stress and emotional intelligence on the flight attendants of an international airline in Taiwan. By means of “The Questionnaire of Flight Attendants Job Stress and Emotional Intelligence”, the censuses of flight attendants in a Taiwanese international airline were taken. After sending out 800 questionnaires, 343 samples were returned; the rate of the return is 42.87%. Valid questionnaires are 339 after eliminating 4 invalid questionnaires; the valid rate is 42.37%. After all collected valid samples had been carefully examined and verified with Descriptive Statistics, Independent Sample T-test, One-way ANOVA, Kruskal-Wallis Test, Scheffe’s Post Hoc, Pearson Products-Moment Correlation and Regression Analysis, The major findings of this study were as follows: 1. The majority of the population is 27-29of age, graduated from college（or higher）,single, service of length is 4-6 years, prefer to unfixed team partner and non standby dispatch. 2. The job stress score average is 27-29, which is above medium job stress sensitivity; while the emotional intelligence is 43.04, which is medium or more emotional intelligence. 3. For the differences between personal characteristics and job stress: age, marriage, length of service, unfixed team partner and standby dispatch of the flight attendants with job stress are significantly difference. The education is not significantly difference. 4. For the differences between personal characteristics and emotional intelligence：age, education, marriage and length of service of the flight attendants with emotional intelligence are non significantly difference. The unfixed team partner and standby dispatch of the flight attendants with emotional intelligence are significantly difference. 5. There is negative correlation between emotional intelligence and job stress for flight attendants. From the Regression Analysis, the emotional intelligence to job stress is predictable, which is mean the emotional intelligence is higher the job stress sensitivity is lower. Key word: Flight attendant, Job stress, Emotional intelligenc