新时代我国通用航空公司组织文化与组织承诺研究

Study on the Chinese Airlines Organizational Culture and Commitment in the New Era

针对航空公司空服部本部管理者与空服员对组织文化认知的差异及组织承诺的高低,分析两者间的关联性。使用问卷调查法,以组织文化量表、组织承诺量表及服务品质量表进行资料收集,组织文化分为积极进取型文化与创新型文化两个层面,组织承诺分为情感承诺、持续承诺与规范承诺三个层面,服务品质量表分为有形性、可靠性、反应性、保证性与关怀性五个层面。研究样本为四川航空公司和祥鹏航空公司的空服部门管理者及空服员,以随机抽样方式,取得空服部门管理者有效问卷34份,空服员157份,再以顾客为研究对象,取得有效问卷301份。研究结果显示:组织文化层面与组织承诺层面呈正相关,组织文化层面对组织承诺具有预测力。四川航空公司服员组织承诺与保持承诺及规范承诺的平均数均高于祥鹏航空公司。四川航空公司服务品质表现普遍优于祥鹏航空公司。

The purpose of this research is to examine the relationship between organizational culture and organizational commitment of airlines employees,including managers and flight attendants.The aspects of organizational culture consist of supportive culture and innovative culture.As the ones of organizational commitment consist of affective commitment、continuance commitment、normative commitment、service quality aspects consist of tangibles,reliability,responsiveness,assurance,empathy.The valid responses of 34 managers and 157 flight attendants are from the ones who work in two major airlines in China--Sichuan Airlines and Lucky Air.301 usable replies are collected from passengers.The results indicate that organizational culture is positively correlated with organizational commitment.Organizational commitment can be predicted by analyzing the aspects of organizational culture.The means of continuance commitment and normative commitment of Sichuan Airlines flight attendants are higher than Lucky Air flight attendants.The service quality of Sichuan Airlines is generally better than Lucky Air.