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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.
摘要
酒店和旅游服务提供商的情感维度是一个重要的研究课题，因为提供高质量的服务对目的地之竞争优势有显著的影响。过去对性别及情感的研究一直有限。目前，关于中国领队角色性别差异程度、以及这种差异与情感劳动之间关系，人们知之甚少。本研究旨在探讨男女领队的情感劳动表现是否存在差异。一项对309名中国旅行团领队的调查显示：表层表现与深层表现是最常见的两种情感劳动策略。男性和女性领队在情感劳动表现和角色表现上没有显著差异。女性和男性领队在深层表现方面相似。然而，男性比女性更注重表层表现。此外，组织和主管之不同类型的支持会激励男性和女性履行其职责。这些发现对旅行社经理在员工选择、员工培训和组织支持方面提供了重要的启示。
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Disclosure statement
No potential conflict of interest was reported by the authors.
Additional information
Notes on contributors
Florence Yim
Florence Yim is Lecturer in the Department of Hotel, Service and Tourism Studies at the Hong Kong Institute of Vocational Education, Hong Kong SAR, China (E-mail: [email protected]).
Catherine Cheung
Catherine Cheung is Associate Dean and Associate Professor in the School of Hotel and Tourism Management at The Hong Kong Polytechnic University, Hong Kong SAR, China (E-mail: [email protected]).
Tom Baum
Tom Baum is Professor and Head in the Department of Work, Employment and Organisation, Strathclyde Business School at University of Strathclyde, Glasgow, UK (E-mail: [email protected]).
Please send all communications of this paper to Dr Catherine Cheung at the School Hotel & Tourism Management, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong.