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研究生：	林雅荷 Ketkeaw, Pornrawin
論文名稱：	Relationship of Job Stress and Work Values of Flight Attendants: A Case of Kenya Airways Relationship of Job Stress and Work Values of Flight Attendants: A Case of Kenya Airways
指導教授：	偉耶倫 Webb, Dr. Alan J.
學位類別：	碩士 Master
系所名稱：	管理學院 - 國際經營管理研究所碩士班 Institute of International Management (IIMBA--Master)
論文出版年：	2012
畢業學年度：	100
語文別：	英文
論文頁數：	83
外文關鍵詞：	Job stress, Flight attendants, Kenya Airways, Relationship of job stress and work values, Grounded theory
相關次數：	點閱：156 下載：1
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Job-related stress as flight attendant is hard to control feelings due to individual life accidents, and it becomes the negative effect to their job performances. Flight Attendants serving as frontline employees play an important role because the performance of an airline’s flight attendants reflects the image of the airlines. This study aims to find out the relationship of job stress and work values of flight attendants at Kenya Airways according to job characteristics to accommodate the airline to reduce stress of flight attendants and to enhance their job satisfaction and job performance.
The procedure of data analysis followed open coding, axial coding, and selective coding. Applying grounded theory, this study collected 30 flight attendants from Kenya Airways. The results were categorized into two main concerns which are working pressure and working value. Working pressure includes job stress and job dissatisfaction while working value covers job satisfaction and working intention. The research findings were also compared with previous literature reviews. This research does support a relationship between job stress and work values indicating that it is highly likely that at least some elements of the job do overlap. Therefore, job stress can be said to interact with work value, sometimes in positive ways and sometimes in negative ways.

TABLE OF CONTENTS
ABSTRACT	I
ACKNOWLEDGEMENTS	II
TABLE OF CONTENTS	III
LIST OF TABLES	VI
LIST OF FIGURES	VII
CHAPTER ONE INTRODUCTION	1
1.1 Research Background and Motivation.	1
1.2 Research Objectives and Contributions.	4
1.3 Research Procedure.	5
1.4 The Structure of the Study.	6
CHAPTER TWO LITERATURE REVIEW	7
2.1 Job Stress.	8
2.2 Theoretical Background.	10
2.2.1 Understanding of Stress.	10
2.2.2 Stress Model.	12
2.3 Flight Attendant and Job Stress.	12
2.4 Factors Affecting Job-Related Stress among Flight Attendants.	14
2.4.1 Workload.	15
2.4.2 Long-Working Hours.	16
2.4.3 Unpredictable Work Hours.	17
2.4.4 Work- Life Balance Issues.	18
2.4.5 Health Issues.	19
2.5 Relationship of Job Stress and Work Values.	21
2.6 African Airline Industry.	22
2.7 Overview of Kenya Airways.	23
2.7.1 Background of Kenya Airways.	23
2.7.2 Problem of Human Capital at Kenya Airways.	25
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY	27
3.1 Research Design.	29
3.1.1 What is a Case Study?	29
3.2 Selection of Case: Kenya Airways.	30
3.2.1 Why Kenya Airways?	30
3.3 Research Philosophy.	31
3.4 Research Strategy.	32
3.5 Target Population and Sampling Procedure.	33
3.6 Data Collection.	34
3.6.1 Interview Procedure.	35
3.6.2 Interview Questionnaire Content.	36
3.7 Grounded Theory.	37
3.8 Data Analysis Procedure.	39
3.8.1 Open Coding.	39
3.8.2 Axial Coding.	40
3.8.3 Selective Coding.	40
CHAPTER FOUR RESEARCH ANALYSIS AND FINDINGS	41
4.1 Description of Respondents.	41
4.2 Coding Process.	42
4.2.1 Open Coding Process.	43
4.2.2 Axial Coding Process.	46
4.3 Correlation among Concepts.	62
CHAPTER FIVE THEORY DEVELOPMENT AND DISCUSSION	63
5.1 Selective Coding.	63
5.2 Theory Description and Interpretation.	64
5.3 Theory Saturation Test.	66
5.4 Discussion.	68
5.5 Managerial Implications.	71
5.5.1 Managerial Implications for Kenya Airways.	72
5.5.2 Managerial Implications for Managers.	72
CHAPTER SIX CONCLUSION AND RECOMMENDATIONS	74
6.1 Research Conclusion.	74
6.2 Research Limitations.	76
6.3 Research Recommendations.	76
REFERENCES	78
LIST OF TABLES
Table 4-1 Respondent Characteristics	41
Table 4-2 Working Pressure	43
Table 4-3 Working Value	44
Table 4-4 Job Stress	46
Table 4-5 Job Dissatisfaction	48
Table 4-6 Job Satisfaction	48
Table 4-7 Working Intention	49
Table 4-8 The Frequency of Each Passenger Issues	51
Table 4-9 The Frequency of Each Management Control Issues	52
Table 4-10 The Frequency of Each Health Issues	52
Table 4-11 The Frequency of Each Work Related Issues	53
Table 4-12 The Frequency of Each Company Management and Benefit	54
Table 4-13 The Frequency of Each Work-Life Balance Issues	55
Table 4-14 The Frequency of Each Colleague Issues	56
Table 4-15 The Frequency of Each Money and Benefit	57
Table 4-16 The Frequency of Each Working Schedule	57
Table 4-17 The Frequency of Each Working Environment	58
Table 4-18 The Frequency of Each Job Objectives	60
Table 4-19 The Frequency of Each Career Objectives	60
Table 4-20 The Frequency of Each Dealing with Work and Lifestyle	61
LIST OF FIGURES
Figure 1-1. The structure of the study	6
Figure 3-1. The nature of case study research	30
Figure 3-2. The grounded theory flow chart	38
Figure 4-1. Concept of job stress	54
Figure 4-2. Concept of job dissatisfaction	56
Figure 4-3. Concept of job satisfaction	59
Figure 4-4. Concept of  working intention	62
Figure 5-1. Concept of developed theory model	63
Figure 5-2. Developed theory model from the research	64
Figure 5-3. Test of theory saturation	68


                                    

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