情绪劳动对导游职业满意度和离职倾向的影响——一个被调节的中介效应模型
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摘要
导游是一项情绪劳动强度较高的职业,极易产生倦怠进而影响职业满意度并诱发离职。应用成熟量表对792名导游进行问卷调查,采用bootstrap法分析显示,情绪劳动中的表层扮演会通过职业倦怠的中介作用降低导游的职业满意度并提高离职倾向,而情绪劳动中的深层扮演会通过职业倦怠的中介作用提升导游的职业满意度并降低离职倾向;顾客侵犯行为中的顾客苛责会调节深层扮演对职业倦怠的影响,随着顾客苛责水平的提升,深层扮演对导游职业倦怠的削弱作用渐渐弱化,此外,顾客苛责还会分别调节职业倦怠在深层扮演影响导游职业满意度和离职倾向过程的中介作用。因此,应针对导游的不同情绪劳动开展管理和疏导,对游客采用适当的识别机制,化解导游的职业倦怠危机,从而提升导游的职业满意度,降低导游的离职率。
As a high-ends emotional labor job,occupational burnout is typically found within tour guides which reduce their career satisfaction and increase their turnover intention. Using a questionnaire of 792 tour guides,applied by bootstrap method,the study finds the superficial act in emotional labor can reduce tour guides' career satisfaction and increase their turnover intention which mediated by burnout,on the contrary,deep act in emotional labor can increase tour guides' career satisfaction and reduce their turnover intention,which mediated by burnout; customer blame moderates the relationship between the deep act of emotional labor and the burnout,with the improvement of the level of customer criticism,the weakening effect of deep acting on tour guide's burnout is gradually weakening,in addition,customer criticism can also regulate job burnout,which plays a mediating role in the process of influencing tour guide's job satisfaction and turnover intention. Therefore,effective management and guidance should be carried out according to the different emotional labors of tour guides,and appropriate identification mechanism should be adopted to resolve the crisis of tour guides' job burnout,so as to improve their job satisfaction and reduce the turnover rate of tour guides.
As a high-ends emotional labor job,occupational burnout is typically found within tour guides which reduce their career satisfaction and increase their turnover intention. Using a questionnaire of 792 tour guides,applied by bootstrap method,the study finds the superficial act in emotional labor can reduce tour guides' career satisfaction and increase their turnover intention which mediated by burnout,on the contrary,deep act in emotional labor can increase tour guides' career satisfaction and reduce their turnover intention,which mediated by burnout; customer blame moderates the relationship between the deep act of emotional labor and the burnout,with the improvement of the level of customer criticism,the weakening effect of deep acting on tour guide's burnout is gradually weakening,in addition,customer criticism can also regulate job burnout,which plays a mediating role in the process of influencing tour guide's job satisfaction and turnover intention. Therefore,effective management and guidance should be carried out according to the different emotional labors of tour guides,and appropriate identification mechanism should be adopted to resolve the crisis of tour guides' job burnout,so as to improve their job satisfaction and reduce the turnover rate of tour guides.
引文
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[2] Morris,J. A.,&Feldman,D. C. The dimensions,antecedents,and consequences of emotional labor[J].Academy of Management Review,1996,21(4):986-1010.
[3] Glomb,T. M.,&Tews,M. J.Emotional labor:a conceptualization and scale development[J].Journal of Vocational Behavior,2004,64(1):1-23.
[4]刘朝.情绪表现规则和情绪劳动对消极工作行为影响跨层次研究[D].长沙:湖南大学,2013.
[5]陈楠.基于游客逆向行为的旅游服务从业人员压力研究——以情绪劳动为中介变量[J].哈尔滨商业大学学报(社会科学版),2018(2):117-128.
[6] Maslach,C.,&Jackson,S. E. The measurement of experienced burnout[J]. Journal of Organizational Behavior,1981,2(2):99-113.
[7] Hobfoll,S. E. Conservation of resources:a new attempt at conceptualizing stress[J]. American Psychologist,1989,44(3):513-524.
[8] Kleef,G. A. V. How emotions regulate social life:the emotions as social information(easi)model[J].Current Directions in Psychological Science,2009,18(3):184-188.
[9] Chen,Z.G.,Sun,H.W.,Lam,W.,et al.Chinese hotel employees in the smiling masks:roles of job satisfaction,burnout,and supervisory support in relationships between emotional labor and performance[J].International Journal of Human Resource Management,2012,23(4):826-845.
[10] Swider,B. W.,&Zimmerman,R. D. Born to burnout:a meta-analytic path model of personality,job burnout,and work outcomes[J]. Journal of Vocational Behavior,2010,76(3):487-506.
[11]郑建君.基层公务员角色压力、工作倦怠与生活满意度的关系——基于Bootstrap方法的中介模型检验[J].江西师范大学学报(哲学会科学版),2016(5):51-58.
[12] Reynolds,K. L.,&Harris,L. C. Deviant customer behavior:an exploration of frontline employee tactics[J].Journal of Marketing Theory&Practice,2006,14(2):95-111.
[13]李晓艳.顾客侵犯对服务员工离职意愿的作用机制研究[D].武汉:华中科技大学,2013.
[14] Harris,L. C.,&Reynolds,K. L. The consequences of dysfunctional customer behavior[J]. Journal of Service Research,2003,6(2):144-161.
[15] Bailey,J. J.,&McCollough,M. A. Emotional labor and the difficult customer:coping strategies of service agents and organizational consequences[J]. Journal of Professional Services Marketing,2000,20(2):51-72.
[16] Grandey,A. A. When“the show must go on”:surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery[J]. Academy of Management Journal,2003,46(1):86-96.
[17]唐秀丽,辜应康.强颜欢笑还是真情实意:组织认同、基于组织的自尊对服务人员情绪劳动的影响[J].旅游学刊,2016(1):68-80.
[18]李超平,时勘.分配公平与程序公平对工作倦怠的影响[J].心理学报,2003(5):677-684.
[19]王聪.销售人员自我监控人格对工作倦怠的影响机制研究[D].成都:西南财经大学,2014.
[20] Konovsky,M. A.,&Cropanzano,R. Perceived fairness of employee drug testing as a predictor of employee attitudes and job performance[J]. Journal of Applied Psychology,1991,76(5):698-707.
[21] Hair J. F.,Anderson R. E.,Tatham R. L.,&William C. Multivariate data analysis(5thed.). London:Prentice Hall,1998.