新时代我国通用航空公司组织文化与组织承诺研究

Research on Organizational Culture and Commitment of General Airlines in China 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,对组织文化的支持进取型文化、创新型文化、科层型文化三个层面,组织承诺的情感承诺、持续承诺与规范承诺三个层面,服务产品质量的有形性、可靠性、反应性、保证性与关怀性五个层面进行数据统计分析。研究样本以四川航空公司和祥鹏航空公司的空服部门管理者、空服员和顾客为研究对象,通过研究分析得出航空公司的组织文化层面与组织承诺层面呈正相关,建议航空公司的组织文化应该以员工为导向,有利于员工对组织的忠诚、认可,形成较高的组织承诺。

The thesis aims to analyze the relationship between organizational culture and organizational commitment in view of different perception of organizational culture and organizational commitment between airline flight attendants and their managers. Using questionnaire and scale on organization culture, commitment and the service quality for data collection, regarding the three layers of the organization culture- -the enterprising culture, the innovative culture and the hierarchy culture, and the five layers of the quality of service products---the sense of the tangibility, reliability, reactivity, guarantee and caring, we carry out the statistical analysis of data. The research objects are based on the managers, flight attendants from air service department and customers of Sichuan Airlines and Xiangpeng Airlines. Through researches and analysis, it is concluded that the organizational culture level of the airline is positively related to the organizational commitment level. It is suggested that the organizational culture should be employee-oriented, which is helpful to establish the employees’ loyalty and recognition to the organization and form a high organizational commitment.