A Study of Factors Associated with Emotional Intelligence, Burnout and Quality of Life among Flight Attendants：Examination of the Airline Industry in Taiwan

• Main Authors: I-Hsuan Lien, 連乙璇
• Other Authors: Chen-Hua Min
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/19187882094267977641

碩士 === 銘傳大學 === 國際企業學系碩士班 === 99 === In recent years, there has been rapid growth in the service industries around the world, leading to increased international competition. This is certainly true of tourism-related industries, and because people most commonly fly when travelling internationally, they frequently come in contact with flight attendants. Therefore, customers’ satisfaction with airlines is heavily dependent on the quality of service provide by flight attendants. In order to achieve overall high quality of service, it is important that flight attendants have the ability to control their emotions and interact constructively with customers, as this will help prevent burnout and improve quality of life. Past studies have tended to view work stress as the main cause of burnout; however, individual differences and emotional intelligence may also be important factors. This study therefore considers individuals’ emotional intelligence and other background factors as causes of bornout. In addition, this study examines how emotional intelligence may lead to improved performance. The key findings are as follows: (A) The differences in flight attendants’ emotional intelligence and burnout. When flight attendants have low scores on “emotional self-management”, “emotional self use”, and “overall emotional intelligence”, they tend to have greater feelings of “personal fatigue”, “work fatigue”, and “overall burnout”. Moreover, when the flight attendants have low scores on “emotional self-management”, “use of emotional self”, “evaluate the emotions of others”, and “overall emotional intelligence”, they tend to have greater feelings of “clients fatigue”. (B) The differences in the flight attendants’ emotional intelligence and quality of life. Flight attendants with higher emotional intelligence tend to have better quality of life. (C) The differences in the flight attendants’ burnout and quality of life. When the flight attendants have greater quality of life, they tend to have lower “personal fatigue”, “work fatigue”, “target fatigue”, and “overall burnout”. (D) Flight attendants’ emotional intelligence and burnout differences in quality of life. 1. When the flight attendants “emotional self-use” is better, the physical aspects of their quality of life satisfaction are better as well; when the flight attendants have higher feelings of “personal fatigue”, they tend to have lower quality of life and satisfaction. 2. When the flight attendants’ “emotional self-management” and “emotional self use” is good, they tend to have more satisfactory quality of life, whereas higher feelings of “personal fatigue” lead to generally lower satisfaction with quality of life. 3. When the flight attendants have good scores of “emotional self-management” and “emotional self-use”, they tend to have more satisfactory social relations and quality of life. Conversely, when flight attendants have greater feelings of “target fatigue”, they have less satisfaction with the quality of life aspects of social relations. 4. When the flight attendants’ “emotional self-assessment” is better, their quality of life and satisfaction with aspects of the environment will be better.