导游工作压力对服务导向行为的影响研究——情绪耗竭的中介作用

Research on the Influence of Tour Guides' Work Stress on Service-oriented Behavior——Mediating Effect of Emotional Exhaustion

文章探讨导游工作压力对服务导向行为的影响,考察情绪耗竭在二者之间的中介作用。结果表明:导游的工作压力与情绪耗竭之间呈正相关,导游的工作压力越大,情绪耗竭的情况越严重。但是经过验证发现情绪耗竭与员工服务导向之间没有显著的关系,这可能和导游人员后期的自我调节有关。经过验证,导游情绪耗竭在工作压力与服务导向行为之间起到部分中介的作用。

This study explor es the impact of tour guides’ work pressure on service -oriented behaviorand examines the mediating role of emotional exhaustion. It has turned out that： there is a positive correlation between working pressure and emotional exhaustion, that is, the greater the working pressure of the tourguide is, the more serious the situation of emotional exhaustion can be. However, it has been verified thatthere is no significant relationship between emotional exhaustion and employee service orientation, whichmay be related to the later self-regulation of tour guides, and the exhaustion of tour guides plays a part inmediating role between work stress and service-oriented behaviors.