| 摘要: | 全球的航空運輸業發展進步，對世界的經濟成長貢獻良多，近年來一直為各項重點產業之一。在航空管理的眾多環節裡，其中航空業的第一線員工肩負許多重責大任，特別以空服員以及機場地勤運務人員為例，不論在旅客運輸與客戶服務方面皆須投入大量的人力資源才得以順利推展各項作業的運作,創新的價值也從人力的素質所決定。本研究以香港國泰航空的空服員以及台灣中華航空的機場地勤運務人員為研究對象，探討其工作成就滿足，專業知識分享與服務品質創新的關聯性，透過google線上問卷調查方式蒐集資料，再以結構方程模式驗證其中的脈絡關係。此結果可提供航空業作為人力資源發展策略的重要參考依據，並積極提升產業中服務品質的創新並進而提升服務水平以及增加業績的效能。
研究方法偏屬量化的典範，採用結構化問卷進行調查，以驗證性因素分析(confirmatory factor analysis, CFA)與結構方程模式(structural equation modeling, SEM)檢驗建構效度與實證各項研究假設。
研究結果發現航空產業第一線人員感受工作成就滿足與專業知識分享、服務品質創新具有正向顯著之影響，專業知識分享對服務品質創新亦有正向顯著之解釋力。其中在整體結構模式中，服務品質創新在主要關係之間扮演了中介的角色。本研究貢獻在於探討航空業第一線人員知覺工作成就滿足、專業知識分享與服務品質創新之關聯性，藉此明瞭從業人員對於組織當中感受到工作成就滿足的認知與態度，亦建構理論模式探求如何以提升專業知識分享意願達到服務品質創新之機制，可提供機構作為人員發展與組織學習的參考方向，以及航空產業在人力資源活動與組織行為管理的創新策略，研究結論與建議指出進一步的方向，以期開拓台灣未來在航空產業的人力資本逐漸強盛，創造更好的產業榮景。
The study on relationships among job satisfaction, knowledge sharing and service quality innovation for frontline staff of aviation industry.
Nowadays, the society is already highly modernized, and the development of people transportation and science and technology has reached an unprecedented peak. However, the frontline staff of aviation industry are responsible for offering safety as well as good quality of service to their passengers.
As a guarantee for human life is a never-ending fashion, therefore, even if the aviation industry is already sound, the human resources management issues are still very important.
Accordingly, the human resources management of business personnel in the aviation industry can be said to be the key, due to the promotion and expansion of the aviation industry rely heavily on the quality and efforts of business personnel. Therefore, the purpose of this study is to understand the level of job satisfaction felt in the aviation industry, whether to increase its own knowledge sharing, and then achieve service quality innovation. The research method is a model of quantification, using a structured questionnaire through on-line google questionnaire system to investigate the cabin crew from Cathay Pacific Airways and the airport ground service staff from China Airlines, and constructive validity and empirical research hypotheses are tested by Confirmatory Factor Analysis and Structural Equation Modeling.
The research results show that aviation industry frontline staff feel that job satisfaction has a positive and significant explanatory impact on knowledge sharing and service quality innovation; and knowledge sharing has a positive and powerful impact on service quality innovation. Among them, in the overall structure mode, service quality innovation plays the role of mediation between the main relationships.
The conclusions and suggestions of the research point out further research directions and methods, in order to open up the positive behavior of Taiwan future talent management and quality improvement in the aviation industry, which can have positive significance for both the aviation education and practical workers. |
