An Experimental Study On The Relationship Between Flight Attendants’EI,Work Stress And Work Performance

Along with the development of society,the aviation industry is developing at a high speed.In this rapid development,Aviation service providers are facing increasing work stress and increasing safety & service quality requirements.The requirement for higher work performance under such high work stress challenges to traditional management thought.Against such problem,this paper starts from the angle of emotional intelligence(EI),explore the relationship between,EI,work stress and work performance of flight attendants,and then provide new ideas and approaches to reduce work stress and to improve work performance from the perspective of EI.Based on the collating and summarizing the theories and researches about the work stress,work performance and EI,this study proposed an hypothetical model about the relationship between EI,work stress and work performance.On this basis,using mature scales which have been used in relative researches at home and aboard,researcher take all flight attendants of one domestic airlines as subjects to measure the work stress,work performance and EI of them.Using SPSS.20 software,IBM’s solutions statistical package for the social sciences,the study applied with date analysis methods,including Independent-Samples T Test,Analysis of Variance(ANOVA),Correlate Analysis,Multiple Regression Analysis and so on,to analyze the data of flight attendants’ EI,work stress and work performance,thus arrived the conclusion as follow:(1)Flight attendants’ EI has positive effect on their work performance.All dimensions of EI,including self emotional appraisal(SEA),others’ emotionalappraisal(OEA),regulation of emotion(ROE),use of emotion(UOE),have positive effects on their work performance.(2)The influence intensity and direction of different dimensions of flight attendants’ EI on work stress are not consistent.OEA,ROE and UOE negatively impact work stress.SEA has a slight negative effect on work stress.(3)The influence intensity and direction of different dimensions of flight attendants’ work stress on work performance are not consistent.Fatigue has positive effect on work performance.Depression,low self-esteem and anxiety all have negative effect on work performance.The order of influence intensity,form large to small,is depression,low self-esteem and anxiety.(4)EI has mediating effect on the impact of work stress on work performance,but the mediating effect is weak.(5)In the effect of EI on work performance,work stress is a partial mediating path and there still are directive effects or other mediating paths.At last,according to the research conclusions,this paper put forward some advice for flight attendant management.At corporate level:(1)In the choice of flight attendants,consider EI factors.(2)Promote EI training among flight attendants.(3)Incorporate emotional management into daily management.(4)Apply different management for work stress according to different type of employees.At individual level:(1)Actively learn the knowledge about emotional management and intentionally train emotional management skills in order to improve the level of EI.(2)Face work stress correctly and distinguish different types of work stress.(3)Adopt a positive strategy to deal with the problem about emotion and work stress.