| Summary: | 碩士 === 國立屏東大學 === 教育心理與輔導學系碩士班 === 106 === This study aimed to explore the experiences of the work stress, burnout and recovery process of the first-line employees in the service industry. Semi-structured interview was used to collect data for further thematic analysis. Snowball sampling method was used to find interviewees, including 2 hotel receptionists, 1 wedding planner, 1 flight attendant and 1 ground staff.
There are four themes in the result of this study: (1) Career choice and occupation burnout, (2) Emergency in workplace and the adjustment for the situation, (3) Negative energy versus self-assistance, (4) Social support and reflection on career commitment.
According to the research subject, the following results are proposed: (1) There are numerous and various contents involved in the job causing sometimes unexpected burden. (2) Specific demands of customers bring pressure on the employees with the effect towards negative emotion. (3) Burden, pressure and associated negative emotion lead to enthusiasm decrease and occupation burnout. (4) Self-awareness and -assistance helps find a way of resilience.
At the end of the presented study, the author give suggestions for the future study, for the self-assistance towards resilience and for the workplace improvement.
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