團員不文明行為對於領隊人員工作壓力與情緒耗竭之影響

Effects of Tour Participant Incivility on Work Stress and Emotional Exhaustion of Tour Leaders

10.6267/JTLS.202308_29(2).0001

陳奕綺(Yi-Chi Chen)；王志宏(Chih-Hung Wang)

團員不文明行為 ； 工作壓力 ； 情緒耗竭 ； tour participant incivility ； work stress ； emotional exhaustion

觀光休閒學報

29卷2期（2023 / 08 / 01）

125 - 151

繁體中文;英文

隨著消費者權益意識高漲，團員對於領隊人員之要求更為多元與嚴苛，甚至衍生若干不文明行為，進而引發領隊人員工作壓力與情緒耗竭。團員不文明行為對於員工身心壓力與後續行為之影響業已獲致眾多產業實證，惟仍缺乏領隊人員之實證證據。此外，既有文獻亦乏工作壓力是否中介團員不文明行為與領隊人員情緒耗竭之間關係之驗證。爰此，本文旨在建構與驗證團員不文明行為對於領隊人員工作壓力與情緒耗竭影響之理論模式，本文運用便利抽樣針對領隊人員進行問卷調查，共計獲得有效問卷342份。研究結果顯示，團員不文明行為正向顯著影響工作壓力。工作壓力正向顯著影響情緒耗竭。團員不文明行為對於情緒耗竭不具直接顯著之影響，惟係藉由工作壓力間接顯著影響情緒耗竭。本文亦依研究結果，提出管理意涵與未來研究之建議。

With the rising awareness of consumer rights and interests, tour participants have more diverse and strict demands of tour leaders. It may even lead to some uncivil behaviors from tour participants, which in turn trigger work stress and emotional exhaustion for tour leaders. The effects of customer incivility on employees' physical and psychological stress and subsequent behavior have been proven in many industries, but there is still a lack of empirical evidence for tour leaders. Furthermore, the evidence of whether work stress mediates the relationship between tour participant incivility and emotional exhaustion of tour leaders is still lacking in the literature. Accordingly, this study aims to construct and verify the theoretical model of the effects of tour participant incivility on the work stress and emotional exhaustion of tour leaders. This study used convenience sampling to conduct a questionnaire survey on tour leaders, and a total of 342 valid questionnaires were obtained. The results of this study indicate that tour participant incivility positively and significantly affects work stress. Work stress has a positive and significant effect on emotional exhaustion. The direct effect of tour participant incivility on emotional exhaustion is insignificant, but it does indirectly and significantly affect emotional exhaustion through work stress. This study also proposes some managerial implications and suggestions for future research based on the results.

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