领队人员情感特质对团员旅游满意度之影响：以情绪耗竭为中介变项

本研究采用Cronbach's α值来衡量各构面的一致性并用来检验衡量工具其正确与精确性。领队人员的正面情感特质、负面情感特质与情绪耗竭是否有显著的相关性存在。运用回归分析：提出的假设是否达显著水准，假设可否成立，以情绪绪耗竭为中介变项时，对领队人员的正面情感特质、负面情感特质是否达中介效果。经本研究显示领队人员的负面情感特质与情绪耗竭呈现显著正相关。领队的负面情感特质与团员满意度呈现显著的负相关。当情绪耗竭为中介变项时，领队人员的情绪耗竭对团员满意度呈现显著的负面影响。本研究结果在实务上建议可做为一、做为招募、雇用、考核及辅导。二、提供完整的训练及发展计划。三、绩效评估与激励。

關鍵字

正面情感；负面情感；情绪耗竭；满意度

並列摘要

The purpose of this study is to explore the relationship between the emotional characteristics of team leaders and their work. Group members' positive emotions, negative emotions, emotional exhaustion and travel satisfaction are related to these three dimensions. Effectively predicting emotional exhaustion is an intermediate variable. The importance of a tour leader personality should give the tourism industry more space to think about how to effectively achieve positive result, make suggestions to achieve emotional exhaustion and satisfaction-related operations for future recruitment, employment, evaluation and guidance. When selecting a tour leader, personality characteristics should be applied as a reference. In fact, it is impossible to sure understand the personality characteristics of the tour leader during the interview. It must be analyzed and evaluated in a scientific way. It can deeply play the role of positive emotions. The results of this research can be used as a practical suggestion for recruitment, employment, assessment and counseling. 2. Provide a complete training and development plan. 3. Performance evaluation and incentives.

並列關鍵字

Positive emotions ； Negative emotions ； Emotional exhaustion ； Satisfaction

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领队人员情感特质对团员旅游满意度之影响：以情绪耗竭为中介变项

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