航空業組織變革下空服員的勞動條件調整與情緒勞動之質性探究

A Qualitative Study on Flight Attendants’ Labor Condition Adjustments and Emotional Labor under Organizational Change in the Airline Industry

近年來，航空產業歷經罷工抗爭、疫情衝擊與復航等劇烈波動，促使航空公司頻繁啟動組織變革與制度調整。然而，過去關於情緒勞動的研究多聚焦於第一線服務互動的個人心理歷程或客艙情境，鮮少對於探究國內「組織管理規範」與「勞動條件變動」如何作為影響因素，形塑並加劇空服員的情緒耗竭與健康風險。特別是在2025年10月傳出空服員抱病服勤乃至病故的爭議事件下，更加凸顯了現行制度潛藏的巨大勞動危機。為填補此一研究缺口，本研究旨在探討航空業組織變革後，管理制度與勞動條件的調整如何連動空服員的情緒勞動經驗與身心調適。
本研究採質性研究取向，針對經歷罷工疫情等變革週期的現職空服員進行深度訪談，並運用紮根理論進行編碼分析。研究歸納出「組織制度變革」、「勞動條件變動」、「情緒勞動展現」與「變革衝擊調適」四大核心範疇。研究發現，航空公司將「績效考評」與「排班選擇權力」綁定的運作機制，是迫使勞動者陷入過勞困境的核心根源。這種制度設計剝奪了班表的可預期性，更在職場中製造了「出勤焦慮」，導致空服員深怕影響後續排班優勢，即便身體不適仍選擇帶病出勤。此外，變革後的薪資獎金調整未能實質彌補勞動耗損，配合罷工及疫後社會大眾更嚴苛的檢視，使空服員必須付出更高強度的情緒展演，最終引發嚴重的身心健康隱憂與職業期待落差。
本研究之主要貢獻在於將宏觀的勞動條件變革與微觀的個人情緒調節建立關聯，分析彼此之間的影響因素。在實務管理意涵上，本研究建議航空公司應從根本上改善法定請假權益、績效考核與航班選擇權的不當連動性，建立具備心理安全感的出勤文化，並將生理修復視為排班調度的首要考量。唯有正視制度控制對情緒與健康的潛在剝削，方能阻斷帶病執勤的惡性循環，真正落實航空業人力資源的永續發展。

Recent fluctuations in the aviation industry, including strikes and the pandemic, have prompted frequent organizational changes. While previous research on emotional labor largely focused on individual psychological processes, few studies have examined how ''organizational management norms'' and ''labor condition adjustments'' structurally exacerbate flight attendants' emotional exhaustion and health risks, highlighting the hidden crisis of presenteeism (working while sick). To address this gap, this study explores how post-change management systems impact flight attendants' emotional labor and physical-mental adaptation.
Using a qualitative approach and grounded theory, in-depth interviews were conducted with active flight attendants. The study identifies four core categories: Organizational System Change, Labor Condition Adjustments, Emotional Labor Performance, and Change Impact Adaptation. Findings reveal that tying ''performance evaluation'' to ''flight scheduling rights'' causes severe ''attendance anxiety.'' This system forces flight attendants to work while sick to maintain scheduling advantages. Furthermore, inadequate compensation and stricter public scrutiny demand higher-intensity emotional labor, leading to severe health concerns.
This study contributes by linking macro-level institutional changes with micro-level emotional regulation. Practically, it urges airlines to decouple statutory leave from performance evaluations and scheduling rights, prioritizing physiological recovery to break the vicious cycle of presenteeism and ensure sustainable human resources.