Governance mechanism of cabin crew team stability: A case study of airline K
客舱乘务员队伍稳定性治理机制研究——基于K航空公司的案例分析

摘要

客舱乘务员是航空公司安全运行、服务品质与品牌形象的核心载体。随着民航市场复苏、航司运营规模扩张，乘务员队伍稳定性已成为航空企业人力资源管理的关键议题。本文以 K 航空公司为案例，结合内部流失数据、人员访谈与问卷调查，分析队伍流动特征及管理驱动因素。研究发现，薪酬福利、职业发展、组织归属感、岗位压力是影响队伍稳定的主要因素。文章从四维度提出闭环治理思路，建议通过岗位价值重估、分层发展体系、家庭友好支持与数字化预警机制，提升客舱队伍稳定性与人力治理效能。

Abstract

Cabin crew are the core carrier of airlines’ operational safety, service quality and brand image. With the civil aviation market recovery and airline operation expansion, cabin crew stability has become a key issue in human resource management for aviation enterprises. Taking K Airlines as a case, this paper analyzes crew mobility characteristics and management‑driven factors based on internal turnover data, interviews and questionnaires. The study finds that compensation, career development, organizational belonging and work pressure are the main factors affecting team stability. This paper proposes a closed‑loop governance approach from four dimensions, and suggests improving cabin crew stability and human resource governance efficiency through post value re‑evaluation, tiered development systems, family‑friendly support and digital early warning mechanisms.