华东线导游员情绪劳动的探索研究及实证启示——应用结构方程模型(SEM)

An Exploration of Emotional Labor of Tour Guides in East China Itinerary and Its Empirical Enlightenment——Application of Structural Equation Model(SEM)

在心理学及情绪劳动相关文献研究分析的基础上,文章结合导游人力资源管理的特点,通过应用结构方程模型研究理论和方法,构建了华东线导游员情绪劳动的理论模型,并对华东线导游员情绪劳动的本质内涵、中介因素和结果变量进行了深入探讨和分析。研究结果表明,情绪劳动模型中各变量之间的关系与假定完全符合。文章在一定程度上填补了目前对导游人员情绪劳动理论探讨的空白,并就在导游人力资源管理中更好地进行情绪管理提出了实际建议。

Based on the analysis of relevant literature studies on psychology and emotional labor, the paper develops a theoretical model of emotional labor of tour guides in East China itinerary by applying the theory and method of SEM, combining the characteristics of the management of tour guide human resources and makes an in-depth discussion and analysis of the essential connotation of emotional labor of tour guides, its moderating factors and consequence variables. The study results indicate that the relationship of different variables in SEM fully accords with the hypotheses. The study fills the gap in this area to a certain degree and also offers some practical suggestions regarding better integrating emotional labor management in the human resources management of tour guides.