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領隊人員情緒勞務、工作倦怠與工作滿意度之間之關係:角色認同之調節效果

Relationships among Emotional Labor, Job Burnout and Job Satisfaction of the Tour Leaders: Moderating Effects of Role Identity

Abstracts


過往研究對於領隊人員工作角色之探討,業已獲致相當豐碩之成果,然而,領隊人員工作角色之情緒面向,迄今未能獲致應有之關注。本文旨在驗證領隊人員情緒勞務、工作倦怠與工作滿意度之間之關係。此外,本文導入角色認同做爲調節變數,驗證角色認同對於情緒勞務與工作倦怠之關係,以及情緒勞務與工作滿意度之關係,是否具有顯著之調節效果。本文運用立意抽樣與結構式問卷進行資料收集,共計獲致有效問卷394份。本文運用結構方程模式進行假設之驗證,研究結果顯示,情緒勞務引發領隊人員之工作倦怠,並且降低領隊人員之工作滿意度。此外,情緒勞務亦藉工作倦怠降低領隊人員之工作滿意度。然而,角色認同可以緩和情緒勞務對於工作倦怠與工作滿意度之影響效果。本文亦提出若干管理意涵與未來研究方向之建議。

Parallel abstracts


Previous studies have accumulated plentiful outcomes on the work roles of tour leaders, however the consideration of emotional aspect of the work role of tour leaders is still wanting. The purpose of this study is to examine the relationships among emotional labor, job burnout and job satisfaction. Furthermore, role identity is also introduced in this study as a moderator to examine whether the moderating effects are significant for role identity on the relationship between emotional labor and job burnout and on the relationship between emotional labor and job satisfaction. Judgment sampling method and structural questionnaire were used in this study to collect data. A total of 394 usable questionnaires were achieved. Structural equation modeling was employed to examine our hypotheses. Results suggest that emotional labor induces job burnout and decreases job satisfaction for the tour leaders. Furthermore, emotional labor also reduces job satisfaction for the tour leaders through job burnout. However, role identity can buffer the effects of emotional labor on the job burnout and job satisfaction. Managerial implications and future research directions are also proposed in this study.

References


Abraham, R.(1998).Emotional dissonance in organizations: Antecedents, consequences, and moderators.Genetic, Social and General Psychology Monographs.124(2),229-246.
Adelmann, P. K.,S. L. Sauter (Eds.),L. R. Murphy (Eds.)(1995).Organizational risk factors for job stress.Easton, MD:Easton.
Arnold, H. J.,Feldman, D. C.(1981).Social desirability response bias in self-report choice situations.Academy of Management Journal.24(2),377-385.
Arnold, H. J.,Feldman, D. C.,Purbhoo, M.(1985).The role of social-desirability response bias in turnover research.Academy of Management Journal.28(4),955-966.
Ashforth, B. E.,Humphrey, R. H.(1993).Emotional labor in service roles: The influence of identity.Academy of Management Review.18(1),88-115.

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蕭漢雄(2016)。溝通風格與情緒勞務之研究:以北區國稅局為例〔碩士論文,淡江大學〕。華藝線上圖書館。https://doi.org/10.6846/TKU.2016.00528
趙彥嘉(2013)。顧客導向行為成因與結果之跨層次研究〔碩士論文,淡江大學〕。華藝線上圖書館。https://doi.org/10.6846/TKU.2013.00386
張琳瑩、顏怡音(2021)。探討遊樂園員工之情緒勞務、工作倦怠、工作滿意度之關係:以情緒智力為調節變項餐旅暨觀光18(1),69-89。https://doi.org/10.6572/JHT.202106_18(1).0004
陳奕綺、王志宏(2023)。團員不文明行為對於領隊人員工作壓力與情緒耗竭之影響觀光休閒學報29(2),125-151。https://doi.org/10.6267/JTLS.202308_29(2).0001

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