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



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.


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Cited by

何超群(2016)。顧客不文明行為對工作倦怠之影響 以幽默感為干擾效果〔碩士論文,淡江大學〕。華藝線上圖書館。https://doi.org/10.6846/TKU.2016.01071