The Relationships Among Cabin Attendants' Social Skill, Acting Strategies and Work Performance

• Main Authors: Ming chuan han, 韓明娟
• Other Authors: Pin-Chyuan Huang
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/vh4nh4

碩士 === 世新大學 === 觀光學研究所(含碩專班) === 96 === In this study, aside from the perspectives of trait activation, conservation of resource theory and discrepancy-arousal theory, we applied Lazaus' cognitively oriented theory as the pivotal theory. Based on those above, we examined the strength of how a flight attendant evaluates the situational elements to vitalize his/her social skill, as well as how he/she demonstrates the strategy of emotional acting coping to avoid the loss of resources. Acting strategies can be presented in deep acting strategies and surface acting strategies, and surface acting would result in burnout and breaking character. According to the results based on the sample of 182 flight attendants, deep acting was negatively correlated to burnout , social skill was positively correlated to deep acting coping strategies, and burnout can be reduced by mediation of deep acting coping strategies. On the contrary, surface acting was positively correlated to breaking character and burnout, and the degree of breaking character and burnout was increased by mediation of surface acting. As a conclusion, the results further clarified the relationships among the emotional acting strategies, social skill and burnout; the result that acting strategies act as mediators can also be applied in business arena regarding recruitment, professional training and management.