基于HEXACO理论的旅游行业情绪劳动管理——以南京市为例

Emotional Labor Management in the Tourism Industry Based on HEXACO Theory:——Taking the Tourism Industry in Nanjing as a Case

情绪劳动管理是旅游行业人力资源管理中的重要内容。通过HEXACO人格理论探索旅游行业员工人格对情绪劳动的影响,分析情绪表达规范对情绪劳动表现的影响。通过对南京市旅游行业实证研究发现:人格因素影响员工情绪劳动表层行为。诚实-谦恭、愉快和率直3个因素对表层行为具有显著影响。人格因素影响员工情绪劳动深层行为。外向、愉快、公正和率直4个人格因素对员工情绪劳动深层行为具有积极影响。情绪表达规范对员工情绪劳动具有影响。积极情绪表达规范对员工情绪劳动深层行为具有积极影响,消极情绪表达规范对员工情绪劳动深层行为具有消极影响。

Emotional labor management is important to human resource management in tourism industry. This paper explores the relationship between tourism employees＂ emotional labor and personality through HEXACO personality theory, analyzes the affect of emotional labor on the performance of required emotional display rules. From a questionnaire survey of employees in tourism service sectors in Nanjing, the study found personality factors influence tourism employee＇s emotional labor, such as honesty-humility, agreeableness and openness influence surface acting. Extraversion, agreeableness, conscientiousness, and openness were found to have a positive influence on deep acting. The requirement to display positive emotions has a positive influence on deep acting. This research provides useful advice about human resources management in tourism industry, including recruitment, training, and service quality.