摘要
与客人密切接触的服务业,员工需要付出体力劳动和脑力劳动之外的第三种劳动,就是情绪劳动。结合民航机场工作中情绪劳动的高负荷高应激特征,从企业文化、培训体系、沟通平台和人力资源机制提出建议,使员工满意并认同组织目标,实现为旅客真情服务,推进人文机场建设。
Service industry employees in close contact with customers need to pay the third kind of labor besides physical labor and mental labor,that is,emotional labor.Combined with the characteristics of high load and high stress of emotional labor in civil aviation work,this paper puts forward suggestions from corporate culture,training system,communication platform and human resource mechanism,so as to make employees satisfied with the organizational goals,realize the true service for passengers,and promote the construction of humanistic airport.
作者
黄颖芬
Huang Yingfen(Shanghai Civil Aviation College,Shanghai 200232 China)
出处
《中国民航飞行学院学报》
2022年第1期48-51,共4页
Journal of Civil Aviation Flight University of China
关键词
人文机场
情绪劳动
高负荷
人性化管理
Humanistic airport
Emotional labor
High load
Humanized management
