探討領隊從業人員的情緒勞務

Chia Nan University of Pharmacy & Science Institutional Repository > 環境永續暨休閒學院 > 觀光事業管理系(含溫泉所) > 博碩士論文 > Item 310902800/33919

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標題:	探討領隊從業人員的情緒勞務 A study of the emotional labor of tour leader 本研究以領隊從業人員為研究對象，探討領隊從業人員於帶團期間所產生情緒勞務的來源及其解決方法，並探討其服務行為與工作熱情之關係。本研究使用深度訪談法當成研究方法，參考Morris 和 Feldman 於1996年所提出的情緒勞務模型進行修改，劃分出淺層情緒勞務與深層情緒勞務的各項指標，藉由指標判定領隊從業人員的情緒勞務，最終分析情緒勞務對於服務行為偏差及工作熱情喪失等關係。研究成果顯示領隊從業人員的情緒勞務的來源主要可分成三種，分別為顧客行為、同事壓力與家庭阻力，但三項來源中以顧客行為最能使領隊從業人員產生負面情緒，家庭阻力次之，同事壓力最小。在正面情緒中顧客行為也是最大項的因素，能給予領隊從業人員持續保持工作熱情及服務熱忱，同事的鼓勵佔第二要素，家庭的支持則是最小。工作熱情則不一定會影響其服務行為，研究結果顯示大部分的領隊從業人員都有各自的標準作業流程(SOP)，因此就算喪失其工作熱情亦會努力保持其服務行為，確保領隊從業人員自身對於工作標準不變。 This research targets on tour leaders and focuses on the causes and solutions of their emotional labor produced during the tour;while the relationship between service behavior and passion for work of the tour leaders is thereafter explored. By conducting in-depth interviews, this research first adopts and modifies the concepts of the emotional labor model proposed by Morris and Feldman in 1996 to define several indices that identify and differentiate between surface acting and deep acting from emotional labor. Next, the emotional labor for tour leaders can be determined based on these indices;and the relation for emotional labor towards service misbehavior as well as privation of passion for work is analyzed and depicted. Study results show that the causes of emotional labor for tour leaders are threefold: customer behavior, peer pressure, and family stress. Among these factors, customer behavior brings much more negative emotion compared to the others;while peer pressure brings much less negative emotion towards tour leaders. On the other hands, similar results are observed when focusing on positive emotion. To be more specific, customer behavior also plays the most important role to maintain tour leaders’ passion for work and service behavior. However, support from family provides less positive emotion towards tour leaders compared to the encouragements from both peers and customer behavior. Meanwhile, research results show that there is no direct relationship between passion for work and service behavior. More specifically, by following their own standard operating procedure (SOP), most of the tour leaders are still able to retain their service behavior and make it to the working standard even if they have lost passion for work.
作者:	關凱威
貢獻者:	觀光事業管理系王宗彥
關鍵字:	情緒勞務領隊從業人員工作熱情服務行為 Emotional labor Tour leader Passion for work Service behavior
日期:	2020
上傳時間:	2022-10-21 10:29:08 (UTC+8)
關聯:	學年度：108， 126頁
顯示於類別:	[觀光事業管理系(含溫泉所)] 博碩士論文

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