領隊人員情緒勞務對工作倦怠與離職意圖關係之影響：兼論幽默感調節效果

領隊人員是旅行業中接觸顧客時間最長的第一線服務人員，關係著出團的品質，同時也影響參團之遊客對旅行業整體的觀感，是旅行業重要的人力資源。因此，本研究旨在探討領隊人員在於領團服務過程中，其情緒勞務（表層、深層演出）、工作倦怠與離職意圖之間的關係，並考量面對不同服務場景與對象時之幽默因應，驗證幽默感對於表層及深層演出的情緒勞務對工作倦怠以及離職意圖之調節效果。採立意抽樣方式針對臺灣地區領隊與導遊人員進行結構式問卷調查，獲得有效問卷537份。利用淨最小平方法進行分析，研究結果顯示，工作倦怠對離職意圖有直接正向的影響；而表層演出的情緒勞務會正向影響領隊人員之工作倦怠，並且經由工作倦怠的中介而增加離職意圖；深層演出的情緒勞務能負向影響工作倦怠，並且經由工作倦怠的中介而降低離職意圖的產生。此外，研究中也證實了領隊人員之幽默感因應可以緩和工作倦怠對離職意圖之正向影響效果，亦即高度幽默感的領隊人員，其工作倦怠對離職意圖的正向影響，將低於低度幽默感者。最後提出若干管理意涵與未來研究方向之建議。

關鍵字

領隊人員；表層演出情緒勞務；深層演出情緒勞務；工作倦怠；幽默感；淨最小平方法

並列摘要

A tour leader stands in the first line and spends a long time to do customer services, and it concerns the quality of the tour group, as well as, is an important human resource to the whole tourism industry. Thus, this study intends to discuss about the emotional labor (both surface acting and deep acting) of a tour leader, the relationship between job burnout and turnover intention, and the humor coping to different customers and the scenes and objects of different services. Furthermore, humor is also introduced in this study as a moderator to examine whether the moderating effects are significant for humor on the relationship between emotional labor (surface acting and deep acting) and job burnout and on the relationship between job burnout and turnover intention. Object of study in Taiwan tour leaders and tour guides using purposive sampling conducted structured questionnaire issued were obtained 537 valid questionnaires. Partial least squares was used to estimate a model linking emotional labor(surface acting and deep acting), job burnout to turnover intention. Results suggest that job burnout positively and significantly effect turnover intention; the surface acting emotional labor positively affected job burnout and also induces turnover intention through job burnout; the deep acting emotional labor negatively affected job burnout and also reduces turnover intention for the tour leaders through job burnout. However, humor coping can buffer the positively affected on the job burnout and turnover intention, the high humor tour leaders to their job burnout and turnover intention positively affected will be below the low humor. Managerial implications and future research directions are also proposed in this study.

並列關鍵字

Tour leader ； surface acting emotional labor ； deep acting emotional labor ； job burnout ； humor ； partial least squares(PLS)

參考文獻

何茉如、林世華(2000)。國中生幽默感對於生活壓力、身心健康之調節作用。教育心理學報，32(1)，123-156。

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壹、中文文獻