以往的文獻研究，大多認為空服員個人甄選條件好，再加上嚴謹的教育訓練，員工士氣必定提升，乘客也有高滿意度。但是很少從人事制度的不公平對待切入，探討對員工士氣是否會有干擾影響。如果員工的工作成效相同，卻因國籍不同而導致薪資與晉升機會不同，對於員工士氣，甚至是企業整體經營績效的影響就成為本研究的重點。
2015年1月1日至2月15日間，針對中華航空公司的現職台灣籍、日本籍與泰國籍空服員與長榮航空公司的現職台灣籍空服員進行問卷調查，整體有效問卷合計共489份。
實證結果發現，空服員的員工選訓(甄選方法、職前教育訓練)與員工士氣(工作投入、組織認同)之間有顯著的正向影響關係，而且人事制度對員工選訓與員工士氣之關係具有干擾效果，因國籍不同，薪資與晉升機會也不同的差異現象，造成外籍空服員的工作投入與組織認同程度低落。
因此，航空公司在管理外籍空服員時，應該秉持和平文化經營理念之精神，運用異文化民族團結的力量，提高國際團結合作的成效，最後才能讓企業整體共享和平繁榮的甜美成果。
Based on the historical review, the majority that due to the favorable selection on the flight attendant, followed with the quality training, the working force must be with high employee morale which brings the passenger with good satisfaction. Of what review, the personnel system in on studying for how it affects the employee morale is discussed less. If the effect of the performance is remained at the same, however, owing to the nationality as result in the difference of wage payment and the promotion, the employee morale as well as the impact of the entire revenue are the focal points of this research.
This survey is done of Jan 1, 2015 to Feb 15, 2015 in which 489 questionnaires are collected from cabin crew of Taiwanese, Japanese and Thai at China Airlines, and of Taiwanese at EVA Air.
The empirical study found that the relationship between the employee's selection & training and the employee morale ( job involvement and organizational identification) is in positive association. The personnel system has moderating effect on the relationship between employee's selection & training and employee morale. The nationality also leads to the different benefit. Therefore, it leads to lower job involvement and organizational identification for expatriate cabin crew.
Airlines should maintain the spirit of the management philosophy of peace culture for its operation when managing employees from different nationalities. By using the cross-culture devotion, upbringing the international cooperation and as last the corporate can share and enjoy the fruitful accomplishments.
