游客粗暴行为与导游员服务破坏的关系研究:基于领导者–成员交换理论的中介作用

A Study on the Relationship between Customer Mistreatment and the Tour Guide Service Sabotage: The Intermediary Function Based on the Theory of Leader-Member Exchange

本文通过对甘肃省导游从业人员进行问卷调查,考察了游客粗暴行为与导游员服务破坏的关系,以及领导者–成员交换关系的中介作用。研究结果显示顾客粗暴行为与导游员服务破坏为显著正相关;导游员服务破坏与领导者–成员交换关系为显著负相关,顾客粗暴行为与领导者–成员交换关系为显著负相关。通过中介效应检验的影响中发现,领导者–成员交换关系具有中介作用。

Through a questionnaire survey of tour guide practitioners in Gansu Province, this paper examines the relationship between Customer Mistreatment and the tour guide service sabotage, and the role of leaders-member exchange as intermediary. The results showed that customer mistreatment was positively correlated with tour guide service sabotage, tour guide service sabotage was significantly negatively correlated with leader-member exchange, and Customer Mistreatment was significantly negatively related to leader-member exchange. It is found that the leader-member exchange relationship has intermediary functions through the influence of the intermediary effect test.