目 录
1. 绪论...1
1.1 研究的背景与目的......1
1.2 研究对象的界定..........1
1.2.1 乘务员的定义....1
1.2.2 乘务员的工作....1
1.2.3 小结........6
1.3 研究内容与研究思路..6
1.3.1 研究内容6
1.3.2 研究思路与研究框架....6
1.4 研究方法..........7
1.4.1 文献分析法........7
1.4.2 问卷调查法........8
2. 文献综述.......9
2.1 职业倦怠的相关理论回顾......9
2.1.1 职业倦怠的定义9
2.1.2 职业倦怠的理论内容..10
2.1.3 职业倦怠的历程..........12
2.1.4 职业倦怠的成因..........12
2.2 乘务员职业倦怠的表现和影响........13
3. M 航空公司乘务员职业倦怠现状调查及分析 .....14
3.1 研究对象介绍14
3.2 调查问卷........14
3.2.1 调查问卷基本说明......14
3.2.2 研究量表的信、效度及预试分析......15
3.3 欧亿·体育（中国）有限公司分析方法16
3.3.1 描述性统计......16
3.3.2 T 检定、单因子变异数分析 ...16
3.4 研究结果........16
3.4.1 乘务员职业倦怠分析..16
3.4.2 不同背景变量与职业倦怠的差异分析..........20
4. 研究结论.....26
4.1 研究发现........26
4.1.1 M 航空公司乘务员职业倦怠的现况 ..26II
4.1.2 M 航空公司乘务员职业倦怠在不同背景变量上的差异情形 ..........26
4.2 讨论与结论....27
4.2.1 M 航空公司乘务员主要职业倦怠维度 ..........27
4.2.2 不同的背景变量对乘务员职业倦怠感有影响..........27
5. 对策研究.....29
5.1 对 M 航空公司的建议:.........29
5.1.1 针对不同维度，解决 M 航空公司乘务员职业倦怠问题的对策 ....29
5.1.2 针对不同背景变量，解决 M 航空公司乘务员职业倦怠问题的对策 ..31
5.2 对乘务员的建议........31
参考文献..........32
附 录..35
后 记..41III
Contents
1. Introduction..1
1.1 Research background and purposes ......1
1.2 Definition of research objects ...1
1.2.1 Definition of stewards.....1
1.2.2 Job description of stewards.........1
1.2.3 Summary .6
1.3 Research content and framework..........6
1.3.1 Main body of the research...........6
1.3.2 Ideas and framework.......6
1.4 Research methods .........7
1.4.1 Documentation....7
1.4.2 Survey .....8
2. Literature Review ....9
2.1 The theoretical review of job burnout...9
2.1.1 Definition of job burnout 9
2.1.2 Theory of job burnout ...10
2.1.3 History of job burnout...12
2.1.4 Driving source of job burnout...12
2.2. The performance and impact of flight attendants’job burnout..........13
3. Investigation and analysis of job burnout of flight attendants in M Airlines...14
3.1 An introduction to the research objects...........14
3.2 Survey .14
3.2.1 A brief introduction to the questionnaire ..........14
3.2.2 Validity and reliability and the questionnaire and pre-analysis 15
3.3 Data Analysis ..16
3.3.1 Descriptive statistics .....16
3.3.2 T-test, single factor varieties analysis ...16
3.4 Research findings........16
3.4.1 Analysis of job burnout.16
3.4.2 Differential analysis between varieties and job burnout within
different context .........20IV
4. Conclusion ..26
4.1 Results.26
4.1.1 The current situation of job burnout in M Airlines .......26
4.1.2 The differences of job burnout within different context in M Airlines.26
4.2 Discussion and conclusion......27
4.2.1 The dimensionality of job burnout of M Airlines .........27
4.2.2 The impact of different context on job burnout 27
5. Implications 29
5.1 Suggestions to M Airlines.......29
5.1.1 Targeting at different dimensions, the implications to solve the job
burnout in M Airlines.29
5.1.2 Targeting at different context, the implications to solve the job burnout
in M Airlines ..31
5.2 Suggestions to Stewards..........31
References .......32
Appendices......35
Acknowledgement ......411
摘 要
本研究以 M 航空公司乘务员（以下简称乘务员）为研究对象，主要研究目的
是为了了解 M 航空公司乘务员职业倦怠的情况，分析成因并研究解决 M 航空公
司乘务员职业倦怠的对策

本研究在欧亿·体育（中国）有限公司搜集和分析方面，主要是采取文献分析法和问卷调查研究法

本研究所采用的问卷《空中乘务员职业倦怠调查问卷》，主要分为个人基本欧亿·体育（中国）有限公司和
职业倦怠量表两个部分。抽样方法采用便利抽样方式收集相关信息，共计发出问
卷 100 份，回收问卷 100 份，有效问卷 90 份。依据研究的问题，利用 SPSS12.0
中文版计算机统计软件进行统计分析，采用的统计方法有描述性统计、T 检定、
单因子变异数分析

本研究有以下发现：
M 航空公司乘务员普遍感到职业倦怠；M 航空公司乘务员的职业倦怠感以“身
心耗竭”维度平均值最高，“缺乏工作成就感”维度平均值最低

本研究结论：
（1） M 航空公司乘务员有偏高的职业倦怠，其中以“身心耗竭”最被乘务员
所知觉，最后是“缺乏工作的成就感”

（2） 不同背景变量上乘务员职业倦怠的差异：
①性别：女性乘务员感受到的职业倦怠比男性乘务员大

②年龄：年龄较轻的乘务员感受到的职业倦怠比年龄大的乘务员大

③岗位：普通舱乘务员感受到的职业倦怠感比乘务长大

④子女数量：无子女的乘务员比有子女的乘务员职业倦怠感大

⑤薪资：薪资越低的乘务员职业倦怠感越大

⑥工龄：工龄满 15 年及以上者职业倦怠感最低

本研究针对职业倦怠维度，建议M航空公司应创建服务型部门；设立乘务员
心理减压室；加强培养乘务长的管理能力和心理疏导能力；减轻员工工作量，让
排班和换班更具人性化；开设如何降低职业倦怠的课程；适时提供乘务员情绪抒
发及向上沟通的管道；增设职业伤害预防课程；多组织乘务员参加运动或其他休
闲活动；提供乘务员更良好的职场规划；加强企业文化建设；关注乘务员发展，
加强引导鼓励

本研究针对不同背景变项，建议 M 航空公司招聘时增加男性乘务员的比例；
招聘时将年龄要求定在“20～25 岁”；为入职 7 年以上的乘务员提供轮岗的机会；
出台政策，鼓励已婚乘务员生育；管理对事不对人。2
本研究建议乘务员增加对空乘工作的认知和准备，加强压力管理，学会排解
负面的情绪；培养第二专长以舒缓职业倦怠感

关键词：M 航空公司；乘务员；职业倦怠；解决对策3
Abstract
The research focuses on the stewards in M Airlines (abbr. SMA), aiming to
investigate the phenomenon of the job burnout of SMA, and analyze its origin and
propose practical countermeasures.
In order to collect and analyze the data, the research adopts the approaches of
both literature review and survey. The questionnaire utilized in the research is named A
Questionnaire of Stewards Job Burnout and is divided into two parts, namely basic
individual information and scale of job burnout. The research uses convenient
sampling method to collect the data. Altogether there were one hundred questionnaires
sent out, and one hundred questionnaires were returned. Numbers of valid
questionnaires were ninety. According to the research question and different
assumptions, the research utilizes statistical software of SPSS 12.0 to undertake the
statistic analysis, and the statistical approaches used include descriptive statistics,
T-test and One-way ANOVA.
The research findings are:
1. The phenomenon of the job burnout of SMA is in a high level. Specifically,
exhausted in both physical and psychological feelings are of the highest level, followed
by dehumanization and lacking of professional achievements.
2. The differences of the extent of the job burnout among SMA with different
context and background are:
a) Gender: female SMA feel higher job burnout than male SMA;
b) Age: young SMA feel higher job burnout than older SMA;
c) Position: normal SMA feel higher job burnout than leading SMA;
d) Unborn numbers: SMA with zero descendant feel higher job burnout than
SMA with descendant;
e) Salary: the lower the salary, the higher of the SMA feel job burnout;
f) Lengths of services: SMA with fifteen years or longer feel the strongest job
burnout.
According to the dimensionality of the job burnout, the research indicates that the
M Airlines should serve its employees, and the measures may include establishing a
department of psychological decompression; strengthening to train pursers’ ability of
management and psychological counseling; reducing the working load of young SMA
and making the scheduling and shifts changing humanize; setting up the courses of4
how to reduce job burnout; providing the channel for SMA to unbosom themselves and
communicate with senior exec