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題名:面具之下:領隊人員情緒勞務之研究
作者:王志宏 引用關係
作者(外文):Chih-Hung Wang
校院名稱:銘傳大學
系所名稱:管理研究所
指導教授:翁振益
學位類別:博士
出版日期:2009
主題關鍵詞:領隊人員情緒勞務角色認定工作滿意度工作倦怠tour leaderemotional laborrole identityburnoutjob satisfaction
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情緒勞務之概念,係由Hochschild (1979, 1983)所提出,並且將此定義為創造公眾可見之面部與肢體展示之情感管理。部份新近之研究業已探究觀光產業第一線員工之情緒勞務(e.g., Guerrier and Adib, 2003; Constanti and Gibbs, 2005),並且亦已針對餐旅產業發展出專屬之餐旅產業情緒勞務量表(hospitality emotional labor scale, HELS) (Chu and Murrmann, 2006)。然而,吾人對於領隊人員情緒勞務之完整瞭解,迄今依然缺乏。本研究之目的,係在於增加吾人對於領隊人員情緒勞務之瞭解。本研究運用質性研究方法確認重要之議題與擷取重要之管理意涵。質性研究之結果指出,領隊人員之工作必須從事相當之情緒勞務。此外,情緒展示規則、情緒勞務策略,以及情緒勞務之前因與後果,亦於文中加以討論。本研究亦針對重要管理議題建立概念性架構,運用量化研究方法驗證重要變數之間之因果關係與調節效果。量化研究結果指出,情緒勞務引發領隊人員之工作倦怠,並且降低領隊人員之工作滿意度。此外,工作倦怠亦弱化領隊人員對於工作之滿意度。然而,角色認定可以緩衝情緒勞務對於工作倦怠與工作滿意度之關係。本研究亦提出相關之管理意涵與未來研究方向。
The concept of emotional labor was introduced by Hochschild (1979, 1983) and is defined as “the management of feeling to create a publicly observable fa-cial and bodily display.” Some recent studies have discovered the emotional la-bor of front-line service staff in the tourism context (e.g., Guerrier and Adib, 2003; Constanti and Gibbs, 2005) and have developed an exclusive hospitality emotional labor scale (HELS) for the hospitality industry (Chu and Murrmann, 2006). A thorough understanding about emotional labor of the tour leader, however, is still wanting. The purpose of this study is to add to what is known. Qualitative research approach was used to identify significant issues and draw out important managerial implications. Findings concluded that the job of tour leader requires the performance of significant emotional labor. Issues about emotional display rules, emotional labor strategies, antecedents, and conse-quences of emotional labor for the tour leader are discussed. Conceptual frame-work was also built in the light of critical managerial issues. Quantitative re-search approach was used to examine the casual relationships among important variables and moderating effects. Findings suggested that emotional labor in-duces job burnout and decreases job satisfaction for the tour leader. Furthermore, job burnout also reduces job satisfaction for the tour leader. However, role iden-tity can buffer the effects of emotional labor on the job burnout and job satisfac-tion. Managerial implications and future research directions are also provided in this study.
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