航空公司機場運務人員每日在機場面對旅客提供服務，看似單純的工作卻是要承受民航保安的要求、旅客各式各樣的需求、公司為提升營收而推展的促銷活動。面對各式繁雜的要求下，還要廿四小時輪班，面對班機準時率的挑戰。尚有各種異常狀況的發生須由運務人員處理，因此除有賴完善的制度推行外，員工每日均會面對來自內外部的壓力。當運務人員面對此壓力時會對自己的情緒造成負面影響，也會對自己的成長不滿意。
本研究以桃園機場某國籍航空公司運務人員為研究對象，採用問卷方式進行，由三百位員工據以回答問卷。分析運務人員在面對壓力源時，對情緒枯竭與成長滿意度的影響。研究結果發現挑戰型壓力對情緒枯竭及成長滿意度均為正相關；而妨礙型壓力對於情緒枯竭為正相關，但對成長滿意度則為負相關。
最後，根據研究所得的結果，對於本研究尚未及範圍及限制加以說明，並提出建議，提供業界人資、管理、訓練等部門之參考依據。
Airline ground staff’s work is not as simple as it looks like. Not only they have to provide all sorts of services to passengers, but also have to work under the strict Civil Aeronautics Administration aviation securities regulations, strike for the activities that the company is promoting in order to increase revenues, let alone adapting to the 24 hours working shift and the challenge of the flight punctuality rate. Ground staff have to deal with all kinds of abnormal situations by themselves, therefore, besides a complete system company offers them, staff have to cope with pressure coming from the inside and outside. Negative emotions will occur when facing these pressure and staff will not be pleased with one’s own growth.
This research is based on 300 Taiwanese airlines ground staff and is surveyed by questionnaire. Analyzing the impact of emotional exhaustion and satisfaction in growth when facing pressure. The research indicates challenge stressors have positive correlation with growth satisfactory, and hindrance stressors also have positive correlation while it is negative correlation to growth satisfaction.
Last, there is no extra explanations nor restrictions to this survey, and according to the research result, it can be recommended to human resources, management and training department.
