情绪劳动对导游职业满意度和离职倾向的影响
——一个被调节的中介效应模型

商业研究

情绪劳动对导游职业满意度和离职倾向的影响 ——一个被调节的中介效应模型

田雅琳1，仇勇2，张杉杉3

（1.北京联合大学旅游学院，北京 100101；2.北京工商大学商学院，北京 100048； 3.首都经济贸易大学劳动经济学院，北京 100070）

收稿日期:2018-08-13 出版日期:2019-01-17
作者简介:田雅琳（1975-），女，北京人，北京联合大学旅游学院副教授，管理学博士，研究方向：酒店管理与人力资源管理；仇勇（1990-），本文通讯作者，男，北京人，北京工商大学商学院讲师，管理学博士，研究方向：组织行为与人力资源管理；张杉杉（1971-），女，石家庄人，首都经济贸易大学劳动经济学院教授，心理学博士，研究方向：组织行为学。
基金资助:
国家社科基金项目，项目编号：15BGL098；教育部人文社会科学研究青年基金项目，项目编号：18YJC630020。

The Impacts of Emotional Labor on Career Satisfaction and Turnover Intention of Tour Guides:A Moderated Mediation Model

TIAN Ya-lin1,QIU Yong2,ZHANG Shan-shan3

（1.Tourism College, Beijing Union University, Beijing 100101,China; 2.Business School, Beijing Technology and Business University, Beijing 100048,China; 3.School of Labor Economics, Capital University of Economics and Business, Beijing 100070,China）

Received:2018-08-13 Online:2019-01-17

摘要/Abstract

摘要： 导游是一项情绪劳动强度较高的职业，极易产生倦怠进而影响职业满意度并诱发离职。应用成熟量表对792名导游进行问卷调查，采用bootstrap法分析显示，情绪劳动中的表层扮演会通过职业倦怠的中介作用降低导游的职业满意度并提高离职倾向，而情绪劳动中的深层扮演会通过职业倦怠的中介作用提升导游的职业满意度并降低离职倾向；顾客侵犯行为中的顾客苛责会调节深层扮演对职业倦怠的影响，随着顾客苛责水平的提升，深层扮演对导游职业倦怠的削弱作用渐渐弱化，此外，顾客苛责还会分别调节职业倦怠在深层扮演影响导游职业满意度和离职倾向过程的中介作用。因此，应针对导游的不同情绪劳动开展管理和疏导，对游客采用适当的识别机制，化解导游的职业倦怠危机，从而提升导游的职业满意度，降低导游的离职率。

关键词: 情绪劳动, 职业满意度, 离职倾向, 职业倦怠, 顾客侵犯

Abstract: As a high-ends emotional labor job, occupational burnout is typically found within tour guides which reduce their career satisfaction and increase their turnover intention. Using a questionnaire of 792 tour guides, applied by bootstrap method, the study finds the superficial act in emotional labor can reduce tour guides′ career satisfaction and increase their turnover intention which mediated by burnout,on the contrary, deep act in emotional labor can increase tour guides′ career satisfaction and reduce their turnover intention, which mediated by burnout;customer blame moderates the relationship between the deep act of emotional labor and the burnout,with the improvement of the level of customer criticism, the weakening effect of deep acting on tour guide′s burnout is gradually weakening, in addition, customer criticism can also regulate job burnout, which plays a mediating role in the process of influencing tour guide′s job satisfaction and turnover intention. Therefore, effective management and guidance should be carried out according to the different emotional labors of tour guides, and appropriate identification mechanism should be adopted to resolve the crisis of tour guides′job burnout, so as to improve their job satisfaction and reduce the turnover rate of tour guides.

Key words: emotional labor, career satisfaction, turnover intention, burnout, customer aggression

田雅琳1，仇勇2，张杉杉3. 情绪劳动对导游职业满意度和离职倾向的影响 ——一个被调节的中介效应模型[J]. 商业研究.

TIAN Ya-lin1,QIU Yong2,ZHANG Shan-shan3. The Impacts of Emotional Labor on Career Satisfaction and Turnover Intention of Tour Guides:A Moderated Mediation Model[J]. 商业研究.

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