客艙組員工作價值觀、訓練課程滿意度與組織承諾之關係研究－以國籍航空為例

A Study on the relationships among Cabin Crews' Work Value, Training Course Satisfaction and Organizational Commitment: The Case of the Taiwanese Airline

邱琴芳(Chin-Fang Chiu)；賴宏昇(Hung-Sheng Lai)；王登山(Teng-Shan Wang)

工作價值觀 ； 訓練課程滿意度 ； 組織承諾 ； Work values ； Training course satisfaction ； Organizational commitment

觀光旅遊研究學刊

19卷1期（2024 / 06 / 01）

55 - 70

繁體中文;英文

航空公司的飛航安全與專業優質服務是整體團隊工作的體現，為提供乘客安全無虞與優質服務的旅程，航空公司對於客艙組員的訓練課程是嚴謹且紮實的，自招募、受訓、機上實習至成為一位專業客艙組員，培育養成過程實為不易，如何藉由訓練課程建置客艙組員應有之正確工作價值觀，進而強化其組織承諾視為本研究之目的。本文以臺灣國籍航空客艙組員為研究對象，計回收320份問卷。依研究結果獲知（一）工作價值觀與訓練課程滿意度對組織承諾確實具有顯著正向影響，且二者皆可預測組織承諾；（二）客艙組員訓練課程滿意度對工作價值觀與組織承諾具有部分中介效果。冀研究結果，能提供航空公司相關管理或訓練單位、課程教學及未來相關研究者作為參考之用。

In order to provide passengers with a safe and high-quality journey, the airline's training courses for cabin crew members are rigorous and solid, from recruitment, training, and on-board internship to becoming a professional cabin crew, the cultivation process is not easy, how to establish the correct work values that cabin crew should have through the training course, and then strengthen their organizational commitment is regarded as the purpose of this study. In this paper, a total of 320 questionnaires were collected from Taiwanese airline cabin crew. According to the research results, it is found that: (1) work values and training course satisfaction do have a significant positive impact on organizational commitment, and both can predict organizational commitment; (2) Training course Satisfaction has an intermediary effect on work values and organizational commitment. It is hoped that the results of the study can be used as a reference for relevant airline management or training units, curriculum teaching, and future researchers.