舉凡中外學者之研究，對於工作壓力之探討，在工作壓力對員工心理、身體及行為等個人壓力反應均多所著墨。工作壓力不僅對員工個人產生影響，也間接影響組織績效。因此瞭解工作中造成壓力之壓力源、個人對於壓力之反應遂成為員工及組織內管理階層所關注並企求解決之課題。 年輕人心目中所嚮往的空中服務工作，除了具備輪班之特性外，其工作場所為客機後艙，並且在飛機上為旅客提供舒適、安全之服務。本研究旨在探討這一類工作內涵之族群，其工作特性與工作壓力源對其心理健康、身體健康及工作滿足之影響。在資料之蒐集上，本研究以一國籍航空公司之全體在職空中服務員為研究對象，使用中文版之職業壓力指標（OSI-2）問卷，進行實證研究。 本研究共發出154份問卷，回收154份，有效樣本回收為137份，有效樣本回收率為88.96﹪。研究結果發現，空中服務員三個最大之工作壓力源分別為：「上司賞識」、「個人責任」及「人際關係」，而以「因錯誤所造成之後果」為最有壓力之情境；而空中服務員之工作滿足狀況堪稱良好。透過實證研究之方式，亦證實了「人際關係」、「管理角色」、「上司賞識」能夠顯著影響空中服務員之心理健康；「個人責任」則會明顯影響身體健康；「組織氣氛」是影響空中服務員工作滿足之顯著工作壓力源。同時，研究結果中也明白呈現，對同一公司之全體空中服務員而言，執行飛行任務之飛行時間與落地次數並不會明顯影響空服員之心理健康、身體健康與工作滿足。因此，為了維持空中服務員之身、心健康與良好之工作滿足感，企業在慎選空中服務員之餘，也應針對上述因素給予空中服務員適當之壓力訓練課程，企業亦可參酌上述因素思考空服部門及人員管理上改善之方向。 There are many studies on the job stress, the impact resulting from job stress and change of employee’s behavior. Excessive stress is mentally harmful to the employee, which will directly affect the efficiency of the organization. According to the surveys done both domestically and abroad in the past few years, job seekers, especially young people, placed flight attendants with high priority in their career management. Flight attendants work on roster duty to provide comfortable and safe services in the cabin for the passengers. The purpose of the study is to have a clear picture on the relations of the characteristics of the job of flight attendant, job stress and the impact on occupational health and job satisfaction. This is a study on the flight attendants of a private airline. The Chinese OSI-2 system is applied to help working out the report. There were 154 survey forms in total being distributed to the flight attendants. All the forms were returned with 137 successful responses. It represents an 88.96% available data. Basing on the statistical analysis, we have the following findings: 1. Three most significant factors leading to the cause of stress are “recognition”, “personal responsibility” and “relationship”. 2. Inadequate performance is the main concern on occupational stress among flight attendants. 3. “Relationship”, “managerial role” and “recognition” will have a big impact on mental status of flight attendants. 4. Physical status is tremendously affected by “personal responsibility”. 5. “Organizational climate” plays a leading role in the area of job satisfaction. To assist the flight attendants to effectively minimize and manage occupational stress, the company is suggested to strategically improve working environment, management style and enhance the capability of flight attendants in this regard.
