空服員因需承受比其他服務業還要來得更多的壓力與情緒負荷，過多不良的情緒相對的影響了空服員的工作結果與健康，長時間下來可能導致職業倦怠及職場疲勞的現象發生，其後果不僅使工作效率降低，更成為飛航安全的風險因素之一。 本次研究以某國際航空空服員來作為研究對象，總共回收92份有效問卷，透過問卷的方式來了解空服員在面臨壓力時將如何在工作上反映出自己的情緒，經過分析後發現：
1. 空服員之情緒勞務負荷對職場疲勞有正向關係
2. 情緒勞務負荷對個人疲勞有正向關係
3. 情緒勞務負荷對服務對象的態度有負向關係
本研究結果可供航空公司人員管理部門參考，訂定相關措施以降低空服員之情緒勞務程度。

Flight attendants are a group of labor experiencing high working stress and emotional pressure during their service in the sky. Consequently, aviation safety might undermine potential threats if those flight attendants’ working stress and emotional pressure can’t get properly released. Those threats come from their professional exhaustion due to working fatigue, and vocational health damage which are directly influence their performance efficiency and quality of decision making during aviation emergency. Current study, through questionnaire survey on 92 international airline flight attendants, investigates how they respond emotionally toward working pressure when they were on duty, and conclusions are as follows.
1. A positive and direct correlation between the working fatigue and emotional exhaustion is verified.
2. A positive and direct correlation between the personal physical fatigue and emotional exhaustion is verified. 3. A negative and direct correlation between the passenger’s attitude and emotional exhaustion is verified.
From questionnaire survey on flight attendants’ inside voices, current study summarizes root causes leading to their emotional exhaustion, and provides valuable information for airline policy makers how to reduce their emotional exhaustion by proper manage regulations.