華語導遊人員情緒勞務、工作價值觀與工作滿意度關係之研究

The Relationship Among Tour Guide’s Emotional Labor , Work Value, and Job Satisfactions

李夢涵(Mang-Han Li)

指導教授 ： 張君如

朝陽科技大學/管理學院/休閒事業管理系/碩士(2011年)

摘要

本研究以華語導遊人員爲對象，探究華語導遊人員情緒勞務、工作價值觀與工作滿意度之關係。問卷的發放是採取立意抽樣方式，透過願意配合之旅行社將問卷發放給華語導遊。正式問卷發放日期為 2011 年5 月15 日至2011 年6 月15 日止，共發放問卷350 份，實際回收有效問卷為310 份，有效回收率為89%。使用SPSS12.0為本研究的統計軟體，統計分析方式則包含敘述性統計、信度分析、單因子變異分析、獨立樣本t檢定與多元迴歸分析。
研究結果顯示如下：
一、不同導遊人員屬性的華語導遊人員對情緒勞務的知覺上，部分具有顯著性差異。
二、不同導遊人員屬性的華語導遊人員對工作價值觀的知覺上，部分具有顯著性差異。
三、華語導遊人員的情緒勞務對工作滿意度有顯著性的影響。
四、華語導遊人員的工作價值觀對工作滿意度有顯著性的影響。

關鍵字

情緒勞務 ； 工作價值觀 ； 工作滿意度 ； 華語導遊人員

並列摘要

This purpose of this study was to investigate the relationship among tour guide’s emotional labor, work value and job satisfactions. Purposive sampling was used by this study through the travel agents who were willing to cooperate with the questionnaire distributed to the Chinese tour guides. The collection of the data was from 2011/05/15 to 2011/06/15. A total of 350 questionnaires had been distributed, of which collected 310 valid samples had been retrieved, and the response rate was 89％. SPSS12.0 software was used for this study. The data were analyzed by descriptive statistics, reliability, validity, factor analysis, one-way ANOVA, t-test and multiple regression.
The findings of this study were as follows:
1. The emotional labor of Chinese tour guides were partially significant differences with their properties.
2. The work value of Chinese tour guides were partially significant differences with their properties.
3. The emotional labor of Chinese tour guides significantly influence on job satisfactions.
4. The work value of Chinese tour guides significantly influence on job satisfactions.

並列關鍵字

emotional labor ； work value ； job satisfactions ； tour guid

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