资源保存理论下顾客欺凌对导游离职意愿的影响研究

Customers Bullying and Resignation Intention of Tour Guides:A Study Based Resource Conservation Theory

针对导游人员面对顾客欺凌时所感知的压力,文章借助资源保存理论,在对253位导游人员问卷调查的基础上通过多元分层回归模型分析顾客欺凌对导游离职意愿的影响,并探讨导游情绪耗竭、组织关怀在其中的作用机制。研究发现,旅游作为具有高情绪劳动属性的服务工作,顾客欺凌加重了导游额外的、非正常的心理压力,破坏个体的资源平衡,导致导游对工作的规避与逃离,验证了顾客欺凌与导游离职意愿之间的正相关关系。研究进一步指出,作为个体内部资源消耗的表现,导游情绪耗竭在顾客欺凌与导游离职意愿之间起部分中介作用;而来自组织的关怀可以视为一种外部资源,其补充或改善能够弥补个体的情绪资源损耗,在顾客欺凌与导游离职意愿之间起调节作用。文章明确了顾客欺凌与导游离职意愿关系中内外资源补充平衡的理论解释。同时,针对组织关怀发挥调节作用的相应条件,文章强调要高度重视企业社会责任行为的时效性,尽早尽快实施组织关怀,才能实现良好的员工激励效果。

In view of pressures perceived by tour guides in facing customer bullying,this paperappliedresource conservation theory to analyze the impact of customer bullying on tour guides’turnover intention through multi-layered regression based on a questionnaire survey of 253 tour guides and probed the mechanism of emotional exhaustion and organizational care.The results show that as tourism is service with high emotional labor attribute,customer bullying aggravates the extra and abnormal psychological pressure of tour guides,disrupts individual resource balance,and leads to the avoidance and escape of tour guides,and a positive correlation between customer bullying behavior and tour guides’resignation intention is verified.The study further pointed out that as a manifestation of internal resource consumption,emotional exhaustion plays a partial intermediary role between customer bullying and tour guides’resignation intention,and caring and support from the organization,regarded as an external resourcewhose supplement or improvement can make up the loss of individual emotional resources and play a regulating role in the relationship between customer bullying and tour guides’demission intention,can clarify the theoretical explanation of the balance between internal and external resources in the relationship between customer bullying and tour guides’demission intention.In view of the corresponding conditions for organizational care to play a regulating role,the authors emphasized that great importance be attached to the timeliness of corporate social responsibility behaviors,and the implementation of organizational care as soon as possible in order to achieve good employee incentive effects.