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研究生: 朱美蘭
Chu, Mei-Lan
論文名稱: 空服員面對新冠肺炎疫情之壓力、身心健康影響與因應策略
Flight Attentdants’ Stress, Physical and Mental Health and Coping Strategies during the COVID-19 Pandemic
指導教授: 張鳳琴
Chang, Fong-Ching
口試委員: 曾治乾
Tseng, Chie-Chien
何英奇
Ho, Ying-Chyi
張鳳琴
Chang, Fong-Ching
口試日期: 2023/07/16
學位類別: 碩士
Master
系所名稱: 健康促進與衛生教育學系健康促進與衛生教育碩士在職專班
Department of Health Promotion and Health Education_Continuing Education Master's Program of Health Promotion and Health Education
論文出版年: 2023
畢業學年度: 111
語文別: 中文
論文頁數: 82
中文關鍵詞: 空服員新冠肺炎(COVID-19)壓力身心健康因應策略
英文關鍵詞: flight attendant, COVID-19, stress, physical and mental health, coping
研究方法: 深度訪談法半結構式訪談法
DOI URL: http://doi.org/10.6345/NTNU202301223
論文種類: 學術論文
相關次數: 點閱:189下載:0
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  • 本研究目的為了解空服員於新冠肺炎疫情下面臨的壓力、身心影響與其採取之因應策略,以航空公司9位空服員為研究對象,於2023年進行深度訪談。研究結果如下:
    一、空服員面對新冠肺炎(COVID-19)的壓力包括:(1)穿戴防護裝備的不適與影響工作的專注力。(2)飛行時數的減少造成收入的減少。(3)連續的派飛造成工作上的負荷。(4)跨職級的職務調動形成工作壓力。(5)社會大眾對空服員職業的標籤化。(6)減少進出公共場合、電子圍籬的監視、社群媒體的約束造成日常生活的限制。(7)要求一線人員施打疫苗及隔離政策的不確定、健保卡的註記導致就醫與探病權的剝奪。
    二、空服員面對新冠肺炎(COVID-19)身心的負面影響包括:(1)長期隔離導致整體運動量減少。(2)飲食與作息不正常、身體容易疲勞。(3)頻繁篩檢帶來的不適感與面對篩檢的無奈。(4)對高風險染疫的擔憂與新聞媒體報導的不安。(5)隔離的孤單感。
    三、空服員面對新冠肺炎(COVID-19)之因應策略包括:(1)認知面:運用正向面對及轉念思考,保持正面心態。(2)行為面:因應個人需求做航班的選擇、做好防護措施與理財規劃、開源節流與發展第二專長。
    本研究提出以下建議:航空公司前瞻性規畫疫情應對措施需同時顧及空服員工作負荷及身心健康狀態。空服員持續學習技能和特長,提升自我,將危機轉化為轉機。

    This study investigated the stress experienced by flight attendants during the COVID-19 pandemic, including its physical and mental effects, as well as the coping strategies they employed. In 2023, in-depth interviews were conducted with nine flight attendants. The research findings were as follows:
    The stress encountered by flight attendants due to COVID-19 included: (1) Discomfort in wearing protective equipment, impacting work concentration. (2) Reduction in flight hours leading to a decline in income. (3) Ongoing dispatches creating an increased workload. (4) Work-related stress caused by cross-level job rotations. (5) Public labeling and perceptions of the flight attendant profession. (6) Restrictions on daily life due to reduced access to public places, electronic fence monitoring, and constraints on social media usage. (7) Uncertainty about the necessity for frontline personnel to receive vaccinations and adhere to quarantine policies, along with annotations on health insurance cards, resulting in the curtailment of rights to seek medical treatment and visitation.
    The adverse physical and mental effects experienced by flight attendants due to COVID-19 included: (1) Prolonged isolation leading to a decrease in overall physical activity. (2) Irregular eating and sleeping patterns rendering the body more susceptible to fatigue. (3) Discomfort arising from frequent screenings and a feeling of helplessness while undergoing these screenings. (4) Anxiety about high-risk infection and unease triggered by news media reports. (5) Feelings of loneliness during periods of isolation.
    The coping strategies employed by flight attendants in response to COVID-19 included: (1) Cognitive aspect: Using positive thinking and reframing techniques to uphold a positive mindset. (2) Behavioral aspect: Tailoring their flight choices according to personal needs, implementing protective measures, engaging in financial planning, and cultivating additional expertise through resource management and cost-saving practices.
    This study suggested that airlines' forward-looking planning of epidemic response measures should take into consideration both the workload and the physical and mental health status of flight attendants. Flight attendants continuously learn skills and strengths, enhance themselves, and transform crises into opportunities.

    第一章 緒論 1 第一節 研究動機與重要性 1 第二節 研究目的 4 第三節 研究問題 4 第四節 名詞解釋 4 第二章 文獻探討 7 第一節 新冠肺炎(COVID-19)的概況 7 第二節 工作壓力與身心健康 17 第三節 空服員工作特性與疫情影響 22 第三章 研究方法 29 第一節 研究者的經驗與訓練 29 第二節 研究設計 30 第三節 研究參與者 31 第四節 研究工具 32 第五節 研究的嚴謹度 34 第六節 資料處理與分析 36 第四章 研究結果與討論 37 第一節 受訪者基本資料 37 第二節 新冠肺炎(COVID-19)疫情對空服員工作與生活影響 38 第三節 新冠肺炎(COVID-19)疫情對空服員生理與心理影響 47 第四節 空服員面對新冠肺炎(COVID-19)疫情的因應策略 51 第五節 討論 57 第五章 結論與建議 63 第一節 結論 63 第二節 建議 65 參考文獻 68 附錄一 訪談大綱 81

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