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