旅游中的性别与情感:男性与女性领队在情感劳动表现上是否存在差异?

Translated title of the contribution: Gender and Emotion in Tourism: Do Men and Women Tour Leaders Differ in Their Performance of Emotional Labor?

Florence Yim, Catherine Cheung, Tom Baum

Research output: Journal article publicationJournal articleAcademic researchpeer-review

3 Citations (Scopus)

Abstract

Emotional dimensions of hospitality and tourism service providers constitute an essential research topic, as the provision of high-quality services has clear effects on a destination’s competitive advantage. Past studies on gender and emotions have been limited. Currently, little is known about the extent of gender differences in Chinese tour leaders’ roles and the relationship between such differences and emotional labor. This study aims to investigate whether men and women tour leaders perform emotional labor differently. A survey of 309 Chinese tour leaders revealed that surface acting and deep acting were the two most used emotional labor strategies. Men and women tour leaders neither differed significantly in their emotional labor performance nor in their role performance. Women and men tour leaders displayed similar levels of deep acting. However, men put more effort into surface acting than women. Moreover, men and women were motivated by different types of organizational and supervisor support to perform their roles. These findings provide important implications for travel agency managers regarding employee selection, staff training and organizational support.

Translated title of the contributionGender and Emotion in Tourism: Do Men and Women Tour Leaders Differ in Their Performance of Emotional Labor?
Original languageChinese
Pages (from-to)405-427
Number of pages23
JournalJournal of China Tourism Research
Volume14
Issue number4
DOIs
Publication statusPublished - 2 Oct 2018

Keywords

  • Emotional labour; deep acting; surface acting; perceived organisational support; perceived supervisor support

ASJC Scopus subject areas

  • Cultural Studies
  • Language and Linguistics
  • Linguistics and Language
  • Tourism, Leisure and Hospitality Management

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