華語導遊情緒勞務對工作壓力之研究-以薪酬滿意度為調節變數

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Title:	華語導遊情緒勞務對工作壓力之研究-以薪酬滿意度為調節變數 The Study of Relationship Between Emotional Labor and Job Stress-Pay Satisfaction as a Moderator for Chinese Tour Guide in Taiwan
Authors:	許淑芬
Contributors:	觀光事業學系觀光休閒事業碩士在職專班
Keywords:	華語導遊人員情緒勞務工作壓力薪酬滿意度
Date:	2017
Issue Date:	2017-04-07 14:21:03 (UTC+8)
Abstract:	本研究旨在瞭解華語導遊人員情緒勞務(emotional labor)、工作壓力(job stress)與薪酬滿意度(pay-satisfaction)之間的關係。經由文獻之引用及邏輯之推理，採用量化研究的方法，透過問卷調查法填答的方式，進行實證研究調查。本研究採取立意抽樣方式發放問卷，問卷的發放是透過願意配合之旅行社將問卷發放給華語導遊人員。總計發放紙本問卷426份問卷，問卷回收416份，回收率97.65%。經刪除無效問卷後，得有效問卷401份，問卷有效率為96.39%。研究結果發現，華語導遊人員情緒勞務中之深層演出、淺層演出與工作壓力呈正向顯著關聯性；華語導遊人員薪酬滿意度與工作壓力無顯著關聯性;導遊人員薪酬滿意度會削弱情緒勞務(深層演出、淺層演出)對工作壓力之正向影響。並根據該結果，探討管理上之意涵，提供實務界相關業者，人力資源管理實務方面之參考。 This study aims mainly at the relationships among emotional labor, job stress, and pay-satisfaction as a moderator for Chinese tour guide in Taiwan. It adopted quantitative analyses. The quantitative analysis was based on questionnaires to understand the relationship among them. This study adopted sampling method questionnaires. Questionnaires were distrib-uted through travel agencies that were willing to cooperate. 426 questionnaires were distributed to Chinese tour guides and 416 questionnaires were collected. The recovery rate was 97.65%. After deleting invalid questionnaires, there were 401 valid question-naires. The response rate was 96.39%. According to the findings, emotional labor performances and job stress were sig-nificant positive correlation for Chinese tour guide in Taiwan. Pay-satisfaction and Job stress were not significant correlation for Chinese tour guide in Taiwan. Pay-satisfaction weakened emotional labor and had positive impact on the job stress for Chinese tour guide in Taiwan. In conclusion, this study offers relevant industry practitioners the implications of practical aspects of human resource management.
Appears in Collections:	[Department of Tourism & Graduate Institute of Tourism Industry ] Thesis

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