景区员工旅游感知与双元服务绩效:基于情绪劳动理论的实证研究

Tourism Perception of Scenic Spots' Employees and Dual Service Performance:An Empirical Study Based on Emotional Labor Theory

本研究基于感知一情绪一行为的心理学关系路径,以安徽省4A级以上景区员工为研究对象,引入情绪劳动策略作为中介变量,通过实证研究验证了旅游感知对双元服务绩效的影响机理。研究发现:旅游感知对双元服务绩效具有显著正向影响,当旅游感知越正面时,越有助于员工积极进行本职工作以及乐于帮助他人;情绪劳动策略在旅游感知与双元服务绩效关系之间起中介作用,但是不同的情绪劳动策略其中介效应机制和影响结果存在差异性。本研究丰富了旅游感知影响服务绩效的相关理论,为增强景区员工旅游感知和激发积极情绪提供理论基础和实践指导。

Based on the perception-emotion-behavior psychological path,with employees of 4A grade scenic spots in Anhui province as the object,and the emotional labor strategy as an intermediary variable,this empirical study tests and verifies the impact mechanism of tourism perception on dual service performance.It reveals that tourism perception has a significant positive impact on the dual service performance.The more positive tourism perception,the more conducive to employees' active engagement into their work and more willingness to help others.Emotional labor strategy plays an intermediary role in the relationship between tourism perception and dual service performance,but different emotional labor strategies may produce divergence in its intermediary impact mechanism and results.This study enriches the theoretical research into the impact of tourism perception on the service performance,and provides theoretical basis as well as practical guidance for the enhancement of employee tourism perception and the improvement of the positive mood.