旅行社经理人工作倦怠及其变化研究——基于2006年和2009年的跨年度调查

工作倦怠是职业健康心理学的一个独立的研究领域。旅行社经理人工作倦怠研究还未涉及。文章运用MBI工作倦怠问卷,通过2006年和2009年两次问卷调查,对旅行社经理人的工作倦怠状况及其在近3年内的发展变化进行了研究。研究结果发现：1）旅行社经理人具有轻微的工作倦怠,且旅行社经理人体验到的情感耗竭最高,对个人成就感降低的感知较低,对去人性化的感知最低;2）通过对比,旅行社经理人工作倦怠感的总体程度显著下降。     

强颜欢笑还是真情实意:组织认同、基于组织的自尊对服务人员情绪劳动的影响

以往对情绪劳动前因变量的研究主要集中在个人因素、情景因素和组织因素3个方面,研究成果较为丰富,但对个人因素和组织因素间的互动过程对情绪劳动影响的探讨还比较缺乏.文章以社会交换理论为基础,通过对酒店一线服务人员的问卷调研探讨服务企业员工在与组织互动过程中的情感体验(组织认同和基于组织的自尊)对其情绪劳动的影响.层级回归分析和结构方程模型均表明,组织认同与基于组织的自尊都对情绪劳动具有显著影响,表现为组织认同水平越高,员工越倾向于采用深层表演策略,基于组织的自尊水平越高,员工越倾向于采用深层表演策略;基于组织的自尊在组织认同与表面表演作用关系中起完全中介作用,在组织认同与深层表演作用关系中起部分中介作用.因此,企业管理者应积极关注员工的情感需求,注重提升员工的组织认同感和基于组织的自尊感,以实现企业、员工与顾客的互利共赢.     

导游工作倦怠及其影响因素的调查

本文通过对导游工作倦怠的调查 ,以探讨影响导游工作倦怠的因素 ,以及工作倦怠对导游身心健康和工作满意度的影响。在分析调查结果的基础上 ,提出了降低导游工作倦怠的建议。     

深度休闲与主观幸福感——基于中国老年群体的本土化研究

中国正步入—个前所未有的休闲时代,休闲在民众的生活中占据着越来越重要的位置,已经成为人们的一种生活方式或生活品质.文章以具有深度休闲行为的老年群体为研究对象,通过深度访谈收集质性资料,运用扎根理论,通过开放性译码、主轴译码和选择性译码3个严谨的分析步骤,探究了深度休闲行为对老年群体主观幸福感的影响机制.研究主要结论是:(1)深度休闲对我国老年群体的主观幸福感具有重要影响;(2)深度休闲通过充实感、归属感、成就感、身体健康、心理健康和人际互动等机制,来提升老年群体的主观幸福感.     

负面情感事件对一线服务人员情绪、满意及承诺的影响——以高交互服务行业为例

高交互性是服务行业的重要特征之一,服务过程中,服务人员会与顾客高频率接触,并通过与顾客的互动传递服务价值.在服务传递过程中通常会伴随出现一些情感事件,多为服务失败等负面情感事件,影响服务人员的情绪和满意.该研究在文献回顾的基础上,构建了高交互服务行业中情感事件对一线服务员情绪影响的模型,并以餐饮业为例对模型进行了实证检验,最终证实:管理者关怀导向和雇员的事件归因会对员工负面情绪产生影响,并最终影响其内部补救后的满意和情感承诺；同时,服务人员的情绪智力差异对模型起到调节作用.最后,文章阐述了研究结论与不足和下一步的研究方向.     

基于Website的旅行社电子商务运营绩效影响因素研究——以四川省为例

此文在文献研究的基础上,归纳了旅行社网站绩效的评价因子,并提出若干影响旅行社电子商务运营绩效的因素,经相关性检验证实了各项影响因素设计的合理性及其对旅行社网站绩效的影响强度,最后,通过聚类分析获得影响因素的分类特征.相关成果将为促进我国旅行社电子商务的理论研究和实践运作提供有益参考.     

酒店员工领导信任及其与工作满意度的关系

酒店企业员工高流失现象源于多种因素的相互作用,其中,员工领导信任及其与员工工作满意度之间的关系则是重要因素之一.以张家界市酒店企业为例,采用文献法、访谈法获得概念模型和量表,对企业员工实施问卷调查,运用SPSS、AMOS等统计软件分析数据和验证模型,探讨员工领导信任的结构、员工领导信任的影响因素及其与员工工作满意度之间的关系.研究结果表明:员工领导情感信任主要受领导公正行为、指导行为、关怀行为、控制权分享行为和信息沟通这5个方面因素的影响,领导正直行为、角色胜任行为、信任倾向和制度规范这4个因素对员工领导情感信任影响不显著.在情感信任的影响因素当中,领导关怀行为的标准化路径系数最大(0.69).员工领导认知信任主要受领导正直行为、角色胜任行为、公正行为、指导行为、控制权分享行为、信任倾向、制度规范和信息沟通这8个方面因素的影响,关怀行为对员工领导认知信任影响不显著.在认知信任的影响因素当中,领导公正行为的标准化路径系数最大(0.50).员工领导情感信任和认知信任均对员工工作满意度产生显著正向影响,且认知信任较情感信任对员工工作满意度的影响更大.     

旅游专业本科生择业标准及其对旅行社的就业认知

旅游专业学生在本行业就业率低的问题一直困扰着旅游学术界、教育界和旅游行业,不少学者从不同角度研究并试图解决这一问题,但却很少从学生择业标准的角度去考虑.文章运用并检验里查得森(Richardson)择业影响因素量表,测量旅游专业本科生的择业标准及其对旅行社的就业认知,结果表明:学生认为旅行社不具备其择业时最看重的因素(“融洽的同事关系”、“喜欢的工作”、“良好的晋升机会”)；并且学生认为旅行社具备的主要就业因素是其择业时最不看重的(“出国旅行的机会”、“专业对口”、“职业流动性”)；学生认为旅行社存在超工作时间、超工作量、晋升机制不合理、起薪不理想等行业不规范现状,但学生也认为旅行社具有锻造高技能、有责任感人才的就业优势.根据学生择业标准与旅行社的就业认知IPA分析结果,文章提出了相应的对策来改善旅游本科生行业就业率低的问题.     

基于SCP模型的我国旅行社业的经营测度

文章基于SCP模型,运用结构方程方法从市场结构、企业行为和企业绩效3大模块构建了我国旅行社业SCP分析模型,并对我国旅行社业的市场结构、企业行为和企业绩效的状况及它们之间的关系进行了定量测度.研究得出:目前我国旅行社业整体绩效很低,净资产利润率有趋近于零的趋势.从3大模块来看,旅行社企业行为是旅行社企业绩效的主要影响因素,而旅行社企业行为受旅行社业市场结构的影响也很大.从3大模块的具体影响因素来看,产品差异性和市场集中度是对市场结构影响最关键的因素,价格恶性竞争的程度是对旅行社业行为影响最大的因素.     

数字科技驱动旅游创新发展和居民幸福感提升

<正>多数研究表明，旅游发展作为一种主客互动的社会过程，可以通过积极的情绪体验和社会互动直接促进人们产生主观幸福感，还可以通过拉动经济增长、创造就业机会、吸引商业投资、改善基础设施等间接促进人们主观幸福感提升。     

Effects of organizational/occupational characteristics and personality traits on hotel manager emotional exhaustion

Emotional exhaustion is a type of burnout and a state of mental weariness. It is an important issue for hospitality organizations because customer contact employees and hospitality managers function in an environment that is particularly susceptible to the creation of the antecedents of burnout. Further, emotional exhaustion itself is costly to hospitality organizations and individuals because it has been shown to result in depersonalization, detachment, decreased service quality and job performance, and increased turnover. Using a sample of 544 hotel managers from 36 hotels located throughout the United States, this study examines whether emotional exhaustion is a function of organizational and occupational characteristics, including job demands, quality orientation, pressure to produce, and need for “face time.” In addition, this study analyzes whether personality traits of the managers themselves, including extroversion and neuroticism, are predictors of emotional exhaustion. This study found emotional exhaustion of hotel managers to be a function of not only job and organizational characteristics, but also personality characteristics.     

工作家庭冲突对饭店女性员工顾客导向影响实证分析

工作家庭冲突对员工工作和家庭行为都具有显著的影响。针对高星级饭店女性员工的实证调查表明,家庭对工作的干扰和工作对家庭的干扰都会导致员工出现情绪衰竭和情感疏远的倾向,进而削弱员工的顾客导向。因此,饭店管理者需要从设计弹性管理策略和系统构建家庭支持方案入手,缓和员工工作和家庭之间的冲突,目的在于同时提升员工的工作绩效和主观幸福感。     

Reducing burnout and enhancing job satisfaction: Critical role of hotel employees’ emotional intelligence and emotional labor

Despite its strong theoretical relevance with emotional labor, employees’ ability to understand and regulate emotions (i.e., emotional intelligence, EI) has seldom been studied, especially how it affects hotel employees responding to the firm's display rules (i.e., emotional labor) and experiencing burnout and job satisfaction. Thus, this study investigated direct and indirect effects of employees’ EI on two different forms of emotional labor (i.e., emotional effort: EE; emotional dissonance: ED): burnout and job satisfaction. Data were collected from 309 customer-contact hotel employees and managers in the United States. Results of structural equation modeling showed that EI had a direct, positive effect on EE and personal accomplishment and a direct, negative effect on ED and depersonalization. EI was also found to indirectly affect job satisfaction and emotional exhaustion through the mediating roles of personal accomplishment and ED, respectively. Additionally, ED was found to directly affect depersonalization and indirectly affect job satisfaction through emotional exhaustion while EE directly affects personal accomplishment and indirectly affects job satisfaction through personal accomplishment. Finally, personal accomplishment was found to mediate the depersonalization–job satisfaction relationship. Managerial implications for human resource practices are provided.     

Burnout and engagement: A comparative analysis using the Big Five personality dimensions

This study focuses on job burnout, job engagement, and their relationships with the Big Five personality dimensions: extraversion, agreeableness, conscientiousness, neuroticism, and openness to experience. The data were collected from employees (managerial/supervisory positions and non-supervisory positions) working for quick-service restaurants. Engagement, the emerging new concept, is perceived to be situated at the opposite end of the continuum of burnout, but the results of this study indicate they may be, rather, two distinctive concepts driven by different personality dimensions. The most critical personality trait affecting burnout is neuroticism and the most eminent traits predicting engagement are conscientiousness and neuroticism. This study does not validate the effects of positive personality traits such as extraversion and agreeableness on burnout and they are found to be weakly related to employees’ work engagement, as well.     

Investigating the antecedents and consequences of burnout and isolation among flight attendants

Flight attendants, typically characterized as being engaged in ‘emotional labour’, often experience stress when performing their work, and this may result in negative job outcomes and health problems. Based on the job demands-resources (JD-R) model, this study empirically investigates the relationships among job demands, job resources, burnout, colleague isolation, health problems and job performance for flight attendants. A self-administered questionnaire is designed to collect empirical data from flight attendants working at Taiwanese airlines. Using structural equation modelling approach, the results show that burnout mediates the relationship between job demands and health problems, and that colleague isolation mediates the relationship between job resources and job performance. Empirical implications are provided and discussed.     

Managing emotional labor for service quality: A cross-level analysis among hotel employees

This study aims is to unify the concepts of emotional labor and service quality on the basis of job demands–resources theory, which is associated with engagement and burnout in working environments. This study draws upon a sample of data on 863 subordinate–supervisor dyads in 92 service teams at 46 international tourist hotels. The results of hierarchical linear modeling showed that emotional deep acting is positively related to work engagement and eventually leads to a high level of service quality. Conversely, emotional surface acting is positively related to work burnout and ultimately causes a low level of service quality. In addition, this study found cross-level interactions between perceived organizational support (POS) and abusive supervision on the relationships among emotional labor, engagement, burnout, and service quality. The positive effects of deep acting on work engagement and service quality were found to be significantly higher for the moderating effects of POS. However, the negative effects of surface acting on work burnout and service quality were found to be significantly higher for the moderating effects of abusive supervision. Finally, the theoretical and practical implications of this study for the hospitality industry are also discussed.     

Emotional dissonance and emotional exhaustion among hotel employees in Nigeria

The purpose of this study was to develop and test a model, which investigated emotional dissonance and emotional exhaustion among employees in frontline service jobs. Data were gathered via self-administered questionnaires from a sample of frontline hotel employees in Nigeria, which is one of the neglected developing sub-Saharan countries in the African continent. The results of the hierarchical multiple regression analyses demonstrated a number of significant direct and partial mediating effects and provided support for the majority of the hypothesized relationships. Specifically, emotional dissonance partially mediated the relationships of negative affectivity and intrinsic motivation with emotional exhaustion. The results also revealed that emotional exhaustion partially mediated the effect of emotional dissonance on turnover intentions. Unexpectedly, emotional dissonance was found to be positively related to job performance. Implications for frontline employees and their managers and directions for future research are discussed.     

Hotel job burnout: The role of personality characteristics

In hospitality and tourism academia, most research focuses on the work domain as a major source of hospitality job stress, with little attention given to employee characteristics. This study examines the effect of the Big Five personality dimensions (extraversion, agreeableness, conscientiousness, neuroticism, and openness to experience) on hotel employees’ job burnout. After controlling for two commonly known job burnout antecedents (autonomy and quantitative workload), study results indicate that personality attributes explain significant proportions of three job burnout factors. The most noteworthy finding is the predictability of the agreeableness trait in hotel employees’ job burnout. Because of the mixed results reported on the relationship between this trait and job stress in other disciplines, more vigorous future research is recommended to validate the value of this personality to the hospitality industry.     

Understanding precedents for frontline employee turnover in luxury hotels: Emotional intelligence as a unifying factor

Current turnover research fails to serve the needs of an industry that is long plagued by employee turnover. Existing literature focuses more on evaluating bundles of human resource practices and fail to provide precise and clear guidance for practitioners. This study proposes that emotional intelligence (EI) unifies sufficient individual factors and organizational factors that affect employee turnover and serves as a single significant precedent for turnover. Data were collected from frontline employees at eight luxury hotels. The direct, indirect, and total impacts of employee EI on employee turnover were tested by structural equation modeling and bootstrap tests. The results suggest that EI has significant indirect impacts through the mediation of perceived organizational support, pay satisfaction and job burnout, and significant total impacts on turnover. Implication suggestions include integrating EI into the recruiting process for new employees and providing training opportunities for current employees to improve their EI.