以方法目的鏈探討客艙安全價值認知之研究

AN EXPLORATORY STUDY ON THE VALUE COGNITION OF CABIN SAFETY THROUGH A MEANS-END CHAIN APPROACH

過去文獻指出前艙飛行組員對於飛航安全有重要的影響，但僅少數的文獻提到客艙組員對於飛航安全的重要性。因此本研究運用方法目的鏈模式來探討客艙組員面對客艙安全事件的處理經驗與獲得個人價值感受，藉以瞭解客艙組員對於客艙安全的內在態度與價值體系。透過階梯式訪談客艙組員獲得資料，再經由內容分析產生涵意矩陣表及價值階層圖。分析結果發現客艙組員面對客艙安全事件可以歸類出4項助益性價值：經驗累積、提升敏銳度、情緒調節、堅定立場；3項最終價值：飛安重要性、溝通重要性、及成就感。另外，客艙組員的心身狀態與經驗累積，和乘客的安全意識也是維護客艙安全重要的因素，最後依研究結果提出提升客艙安全的建議。

The existing literature has indicated the significant impact of cockpit crew on flight safety, but only a few studies mention the importance of cabin crew in cabin safety. Therefore, this study employs means-end chain model to explore the handling experiences and personal value perceptions of cabin crew facing cabin safety incidents, in order to understand the inherent attitudes and value systems of cabin crew towards cabin safety. Data was obtained through structured interviews with cabin crew, and content analysis was performed to generate a matrix of meanings and a hierarchy of values. The analysis results revealed that cabin crew facing cabin safety incidents can be classified into four beneficial values: accumulated experience, enhanced alertness, emotional regulation, and steadfastness. Three ultimate values were also identified: the importance of flight safety, the importance of communication, and a sense of achievement. Additionally, the mental and physical states of cabin crew, along with their accumulated experiences, and passengers' safety awareness, were identified as important factors in maintaining cabin safety. Finally, based on the research findings, recommendations for enhancing cabin safety are proposed.