摘要 民宿是一种“有温度的住宿，有灵魂的生活体验”，它受到大众旅游新时 代众多旅游消费者的青眛，是满足人民日益增长的美好生活的重要住宿产品， 已引起社会各界的广泛关注。民宿经营者是民宿的“灵魂”与“核心”，但学 术界对其研究却相对滞后。民宿经营者的职业价值观、情感劳动和获得感均是 经营者在民宿经营过程中的重要变量，是影响民宿企业良性发展的重要因素。 对民宿经营者职业价值观、情感劳动和获得感开展系统的、深入的探究有助于 抓住民宿业态发展的关键要素，为民宿企业经营管理和民宿业态良性发展提供 理论支撑与实践指导。 本研究的主旨在于揭示民宿经营者的职业价值观、情感劳动与获得感之间 的关系机理，研究围绕“是什么——即研究变量概念内涵的界定，识别变量的 本质属性”、“为什么——研究变量之间的相互关系及变量之间存在的中介作 用与影响机理的理论分析与研究”和“怎么办——验证研究变量之间的相互关 系及中介作用的影响，探究民宿经营者获得感的提升路径”等三个关键问题展 开研究，具体的研究过程则按照“问题辨析-文献解析-理论探析-实证分析-策 略研析”的逻辑思路进行建构。 本研究的主要内容包括：第一，问题辨析（第一章）--绪论与问题提出。 在根据需求背景、供给背景、政策背景和理论背景的分析基础上，将民宿经营 者作为研究对象，重点关注和研究民宿经营者的职业价值观、情感劳动和获得 感等影响民宿发展的关键因素；第二，文献解析（第二章）--文献回顾与理论 基础。搜集并阅读国内外相关研究文献，对职业价值观、情感劳动与获得感等 相关研究结果进行系统梳理，寻找研究突破口和切入点。回顾并梳理相关基础 理论，为本研究的开展奠定理论基础；第三，理论探析（第三、四、五章）。 主要分析核心变量的内涵与结构维度，通过对民宿经营者的深度访谈资料和网 络辅助资料收集，对民宿经营者的职业价值观、情感劳动和获得感开展系统的 理论研究，探究民宿经营者的经营动机、职业价值观的内涵、结构维度；剖析 情感劳动的行为过程、表现形式、产生动因、影响效果；研析民宿经营者获得 感的内涵与结构维度及其形成机理；第四，实证分析（第六章）。通过问卷调 查获取662份有效样本数据，以此为基础测量民宿经营者的职业价值观、情感劳II 动和获得感，并检验职业价值观、情感劳动对民宿经营者获得感的作用关系和 影响机理；第五，策略研析（第七章）。在总结民宿经营者职业价值观、情感 劳动、获得感三个变量的内涵与维度、民宿经营者职业价值观对情感劳动和获 得感影响作用的基础上，针对性提出民宿经营者如何提供情感劳动和提升获得 感的策略，为民宿经营者的管理和民宿业态良性发展提供理论依据与实践指导。 本研究的的主要结论包括： （1）职业价值观是民宿经营者的多动机表现：民宿经营者的经营动机可以 划分为利益导向动机、生活方式动机和创业发展动机三个类型；经营动机是民 宿经营者职业价值观的重要表征与反映。民宿经营者职业价值观由利益导向型 价值观、生活方式型价值观和创业发展型价值观三个维度构成。 （2）民宿经营者情感劳动涉及多个过程、具有多行为表现、受到多因素作 用、会产生多元影响：民宿经营者情感劳动可以分为情感劳动的前期、中期和 后期三个阶段，分别对应于主客互动仪式中的互动准备、互动进程、互动结果 三个互动仪式过程；民宿经营者情感劳动分为功能性情感劳动和社交性情感劳 动两大类，包括围绕具体服务内容展开的，以及增加沟通联系、提升人际关系 的情感表达行为等多种行为表现形式；民宿经营者情感劳动的产生是内外部因 素共同作用的结果；民宿经营者情感劳动对顾客会产生“增进信任感”、“提 升归属感”、“增强重购意愿”、“促进口碑宣传”等多元影响； （3）民宿经营者获得感具有多维度和双生形成机理：民宿经营获得感包含 物质获得感、情感获得感和精神获得感三个维度；民宿经营者获得感的形成机 理存在 “外在情境驱动型”的形成机理——“外生机理”和“内在需求自觉型” 形成机理——“内生机理”的双生机理的相互作用。 （4）民宿经营者职业价值观、情感劳动与获得感各维度存在显著的强弱差 异，具体表现为生活方式型价值观是民宿经营者的主流价值观、民宿经营者在 情感劳动中以深层表达行为为主、民宿经营者获得感以情感获得感居多。 （5）民宿经营者职业价值观对情感劳动具有显著的正向影响。其中，利益 导向型价值观对表面表达行为有正向影响，对自然表达行为和深层表达行为的 正向影响不显著；生活方式型价值观对自然表达行为和深层表达行为有正向影 响，对表面表达行为有负向影响；创业发展型价值观对自然表达行为和深层表 达行为有正向影响，对表面表达行为的正向影响不显著。 （6）民宿经营者职业价值观对获得感具有显著的正向影响。其中，利益导III 向型价值观对民宿经营者的物质获得感、情感获得感和精神获得感均未产生显 著的正向影响；生活方式型价值观对物质获得感的影响不显著，对情感获得感 和精神获得感有正向影响；创业发展型价值观对物质获得感和精神获得感有正 向影响，对情感获得感的正向影响不显著。 （7）民宿经营者情感劳动对获得感具有显著的正向影响。其中，情感劳动 的自然表达行为对物质获得感、情感获得感和精神获得感有正向影响；情感劳 动的表面表达行为对物质获得感、情感获得感具有负向影响，对精神获得感影 响的负向不显著；情感劳动的深层表达行为对物质获得感的正向影响不显著， 对情感获得感和精神获得感有正向影响； （8）情感劳动在职业价值观对民宿经营者获得感的影响过程中起到部分中 介作用，即职业价值观可以直接影响民宿经营者获得感，也可以通过影响情感 劳动进而影响获得感。情感劳动的中介作用是通过情感劳动的自然表达行为、 表面表达行为和深层表达行为三个维度对职业价值观与民宿经营者获得感的作 用过程起影响作用的。 在上述结论的基础上，本研究提出相应地民宿经营管理建议。首先，经营 者个人层面：1）反思并合理调整职业价值观；2）真诚付出，提倡以自然表达 和深层表达行为提供情感劳动；3）不同阶段，采取正确、有效地情感劳动方式； 4）摆正期望，全面提升多重获得感；5）女性经营者要平衡“业务”与“家务” 的关系。其次，行业及政府层面：1）健全和完善各项规章制度，鼓励和支持民 宿发展；2）为民宿经营提供资金与金融支持；3）支持成立民宿行业协会。 本研究的主要贡献包括：第一，本研究对民宿经营者职业价值观、情感劳 动和获得感进行了深入剖析，阐明了三个核心概念的内涵及其维度，建立了三 个核心概念的测度体系；第二，重点聚集于目前研究几近空白的民宿经营者获 得感，比较系统、深入地探究了民宿经营者获得感的内涵与结构维度、影响因 素与形成机理，拓展并丰富了“获得感”理论的相关研究；第三，本研究探索 和验证了民宿经营者职业价值观、情感劳动对获得感的影响机制，拓展和深化 了民宿经营者理论方面的相关研究；第四，本研究基于民宿经营者职业价值观、 情感劳动和获得感等三者之间的作用关系，建构了提升民宿经营者获得感的策 略体系，对民宿经营者的高质量发展具有较强的实践指导意义。 关键词：民宿经营者 职业价值观 情感劳动 获得感 影响机理V Abstract Homestay is a kind of “warm accommodation and life experience with soul”. It has become an important accommodation product in the new era of mass tourism, which has become an important accommodation product that meets the needs of an increasingly better life of the people and has attracted extensive public attention .Scholars have relatively lagged in studies about homestay operators, which are viewed as the “soul” and “core” of the homestays. The operators’ work value, emotional labor and sense of acquisition are important variables in the operation process of the homestay, influencing the kindly development of the homestay. A systematic and in-depth study of the homestay operators’work value, emotional labor and sense of acquisition will help to grasp the key elements of the development of homestay, which provides theoretical support and practical guidance for the management and kindly development of the homestay. The main purpose of this study is to reveal the relationship between the work value, emotional labor and sense of acquisition of the homestay operators. This study is conducted around three questions: What, is to study the definition of the concept of variables, identify the essential attributes of variables; Why, is to theoretically analyze and study the relationship between research variables and the mediating effect and influence mechanism between variables; How, is to verify the interrelationship between research variables and the impact of mediating effect, and explore the improvement path of the homestay operators’ sense of acquisition .The specific research process is constructed according to the logical train of thought of “ issue analysis - literature analysis - theoretical analysis - empirical analysis - strategy analysis”. The main contents of this research include：Firstly, the issue analysis (chapter 1): introduction and problem presentation. Based on the analysis of demand background, supply background, policy background and theoretical background, this paper takes the homestay operators as the research object, focusing on and studying the critical factors that affect the development of homestay , such as the homestay operator'sVI work values, emotional labor and sense of acquisition. Secondly, literature analysis (Chapter 2): literature review and theoretical basis. In order to look for the breakthrough and entry point of the research, this paper collected and read relevant research literature at home and abroad, and systematically sorted out the relevant research results of work values, emotional labor and sense of acquisition. At the same time, the relevant basic theories are reviewed and sorted out to lay a theoretical foundation for the development of this study. Thirdly, theoretical analysis(chapter 3, 4 and 5) .It mainly analyzes the connotation and structural dimension of core variables .Through the in-depth interview data and network-assisted data collection of the homestay operators, a systematic theoretical study on their work values, emotional labor and sense of acquisition was conducted ,so as to explore their business motivations, connotation and structural dimensions of work value; analyze the connotation, structural dimension, behavioral performance, formation motivation and effect of emotional labor; analyze the connotation and structural dimension of the operators’ sense of acquisition and its formation mechanism. Fourthly (Chapter 6), empirical analysis. Using 662 valid questionnaire data to measure the relationship among the work values, emotional labor and sense of acquisition of the homestay operators, empirically analyze and test the relationship between work value and emotional labor on operators’ sense of acquisition. Fifthly, strategy analysis (Chapter 7). On the basis of summing up the connotation and dimension of the three variables of work value, emotional labor and sense of acquisition, and the influence of the work value of the homestay operators on emotional labor and sense of acquisition, it is pointed out how the homestay operators can provide emotional labor. The strategy of improving the sense of acquisition, providing theoretical basis and practical guidance for the management of the homestay operators and the kindly development of the homestay industry. The main conclusions of this study are summarized as follows: (1) Work values are the multi-motivation performance of the homestay operators: the business motives of the homestay operators are mainly divided into three categories: interest-oriented motivation, lifestyle motivation and entrepreneurial development motivation; business motivation is an important representation of theVII professional values of the homestay operators. Moreover, the professional values of the homestay operators are composed of three dimensions: profit-oriented values, lifestyle values and entrepreneurial development values. (2) Emotional labor of homestay operators involves multiple processes, multiple behaviors, multiple factors, and multiple effects: the emotional labor of the homestay operators can be divided into three stages: the early, middle and final stages of emotional labor. The interactive ritual process of interaction preparation, interaction process and interaction result in the interaction between host and guest; the emotional labor of the housekeeper is divided into two categories: functional emotional labor and social emotional labor, including emotional expression behavior around specific service content. And a variety of behavioral expressions such as increasing communication and enhancing interpersonal relationship; the emotional labor of the homestay operators is the result of internal and external factors; the emotional labor of the homestay operators will produce “enhance customer trust” and “enhance the sense of belonging of customers, strengthen the willingness to refactor, and promote word of mouth publicity and other multiple influences; (3) The sense of acquisition of homestay operators has a multi-dimensional and twin formation mechanism: the acquisition of the property of the homestay includes three dimensions: material acquisition, emotional acquisition and spiritual acquisition; the formation mechanism of the homestay operators’ perception is “external context-driven”. The formation mechanism of type-the formation mechanism of exogenous mechanism and intrinsic demand consciousness- the interaction of the endogenous mechanism twin mechanism. (4)There are significant differences in the strengths of the work value, emotional labor and the sense of acquisition of the homestay operators, which are manifested in the following aspects: lifestyle values are the mainstream work value of the homestay operators, the deep expression behavior is the main part of the emotional labor of the homestay operators and the homestay operators gain more emotional feelings. (5) The work value of the homestay operators has a significant positive effect on emotional labor. The specific influences are: profit-oriented values have a positive impact on the surface expression behavior, and have no significant effect on theVIII natural expression behavior and deep expression behavior; Type values have a positive impact on natural expression behavior and deep expression behavior, and have negative effects on surface expression behaviors; entrepreneurial development values have a positive impact on natural expression behavior and deep expression behavior, and have no significant effect on surface expression behavior. (6) The work value of homestay operators has a significant positive impact on the sense of acquisition. The specific impacts are: the profit-oriented values have no significant impact on the material acquisition, emotional acquisition and spiritual acquisition of homestay operators; The influence of mode-type values on material acquisition is not significant, and it has a positive impact on emotional acquisition and spiritual acquisition; entrepreneurial developmental values have a positive impact on material acquisition and spiritual acquisition, and have no significant effect on emotional acquisition; (7)Emotional labor of the homestay operators has a significant positive impact on the sense of acquisition. The specific impact is that the natural expression behavior of emotional labor has a positive impact on material acquisition, emotional acquisition and spiritual acquisition; the surface expression of emotional labor Behavior has a negative impact on material acquisition and emotional acquisition, and has no significant effect on spiritual acquisition. The deep expression behavior of emotional labor has no significant effect on material acquisition, and has positive influence on emotional acquisition and spiritual acquisition. (8)Emotional labor plays a part in mediating the influence of professional values on the perception of the homestay operators. That is, work values can directly affect the sense of acquisition of the homestay operators, and can also affect the sense of acquisition by affecting emotional labor. The mediating role of emotional labor is to influence the process of work values and the feelings of the homestay operators through the three dimensions of emotional expression, surface expression behavior and deep expression behavior. Based on the above conclusions, this study proposes corresponding management recommendations for the homestay.Firstly, the individual level of the homestay operators:1)reasonable adjustment of professional values;2) sincere giving,IX advocating the provision of emotional labor through natural expression and deep expression; 3) adopt correct and effective emotional labor mode in different stages; 4) set expectations and comprehensively improve multiple sense of acquisition; 5) female managers should balance the relationship between “business” and “housework”; Secondly, at the industry and government level: 1) Improve and improve various rules and regulations, encourage and support the development of B&B; 2) Provide financial and financial support for the operation of the hotel; 3) Support the establishment of the homestay Industry Association. The main contributions of this study include: firstly, this study conducted an in-depth analysis of the work value, emotional labor and sense of acquisition of the homestay operators, clarified the connotation and dimensions of the three core concepts, and established a measurement system of the three core concepts; Secondly, the focus is on the sense of acquisition of the homestay operators who have been studied nearly blanks. Then systematically and deeply explored the connotation, structural dimension, influencing factors and formation mechanism of the operators' sense of acquisition, and analyzed the influence of work value on the homestay operators ,and expanded and enriched the relevant research on the theory of “sense of acquisition”;Thirdly, this study explored and verified the formation mechanism of the sense of acquisition of the homestay operators,revealed the influence mechanism of work value,emotional labor on the sense of acquisition of homestay operators, and expanded and deepened relevant studies on the theory of homestay operators.Fourthly, based on the relationship between the work value, emotional labor and sense of acquisition,this study constructed a strategic system to enhance the sense of acquisition of the homestay operators, which has a strong practical guiding significance for the high-quality development of the homestay operators. Keywords: homestay operators, work value, emotional labor, sense of acquisition, influence mechanismXI 目 录 第 1 章 绪论...............................................................................................................1 1.1 研究背景与问题提出.....................................................................................1 1.1.1 选题背景...............................................................................................1 1.1.2 研究问题的提出...................................................................................6 1.2 研究目的与研究意义.....................................................................................7 1.2.1 研究目的...............................................................................................7 1.2.2 研究意义...............................................................................................8 1.3 研究思路与技术路线......................................................................................9 1.3.1 研究思路...............................................................................................9 1.3.2 技术路线图...........................................................................................9 1.4 研究内容与研究方法...................................................................................10 1.4.1 研究内容.............................................................................................10 1.4.2 研究方法.............................................................................................11 1.5 研究重点与难点...........................................................................................13 1.5.1 研究重点.............................................................................................13 1.5.2 研究难点.............................................................................................13 第 2 章 文献回顾与理论基础............................................................................................ 15 2.1 相关概念界定...............................................................................................15 2.1.1 民宿、民宿主人、民宿业主与民宿经营管理者.............................15 2.1.2 情感、情感劳动、职业情感与工作情感.........................................17 2.1.3 获得感、幸福感与满意度.................................................................18 2.2 民宿经营者的相关研究...............................................................................20 2.2.1 民宿的概念.........................................................................................20 2.2.2 民宿经营者的经营动机研究.............................................................21 2.2.3 民宿经营者其他相关研究.................................................................22 2.3 职业价值观相关研究...................................................................................23 2.3.1 职业价值观的概念.............................................................................23 2.3.2 职业价值观的结构与测量.................................................................24 2.3.3 职业价值观的作用结果.....................................................................26XII 2.3.4 研究述评.............................................................................................28 2.4 情感劳动的相关研究...................................................................................28 2.4.1 情感劳动的概念与内涵.....................................................................28 2.4.2 情感劳动的特征.................................................................................31 2.4.3 情感劳动的结构与测量.....................................................................33 2.4.4 情感劳动的影响因素与作用结果.....................................................36 2.4.5 研究述评.............................................................................................38 2.5 获得感的相关研究.......................................................................................39 2.5.1 获得感的缘起.....................................................................................39 2.5.2 获得感的概念与内涵.........................................................................40 2.5.3 获得感的特征.....................................................................................42 2.5.4 获得感的结构与测量.........................................................................43 2.5.5 获得感的影响因素研究.....................................................................46 2.5.6 研究述评.............................................................................................47 2.6 变量之间的关系研究...................................................................................48 2.6.1 职业价值观与经营动机.....................................................................48 2.6.2 价值观与情感劳动.............................................................................49 2.6.3 价值观与获得感.................................................................................50 2.6.4 情感劳动与获得感.............................................................................50 2.6.5 理论模型构建.....................................................................................50 2.7 相关的基础理论...........................................................................................51 2.7.1 马斯洛需求层次理论.........................................................................51 2.7.2 自我决定理论.....................................................................................52 2.7.3 互动仪式链理论.................................................................................53 2.7.4 资源守恒理论.....................................................................................54 2.7.5 社会交换理论.....................................................................................55 2.8 本章小结.......................................................................................................56 第 3 章 民宿经营者职业价值观研究 ................................................................................ 57 3.1 研究数据获取方法.......................................................................................57 3.2 研究过程.......................................................................................................58 3.2.1 资料收集.............................................................................................58XIII 3.2.2 资料整理与分析.................................................................................59 3.3 研究结果分析...............................................................................................66 3.3.1 民宿经营者的类型划分.....................................................................66 3.3.2 不同类型民宿经营者的经营动机及特征.........................................68 3.3.3 民宿经营者职业价值观分析.............................................................74 3.4 本章小结........................................................................................................77 第 4 章 民宿经营者情感劳动研究................................................................................... 79 4.1 研究视角与理论依据...................................................................................79 4.2 研究方法及数据收集过程...........................................................................80 4.3 研究结果.......................................................................................................81 4.3.1 民宿经营者情感劳动过程分析.........................................................81 4.3.2 民宿经营者情感劳动表现形式.........................................................87 4.3.3 民宿经营者情感劳动产生的动因.....................................................97 4.3.4 民宿经营者情感劳动对顾客态度和行为的影响.............................99 4.3.5 民宿经营者与顾客情感互动模型构建...........................................103 4.4 本章小结.....................................................................................................104 第 5 章 民宿经营者获得感研究......................................................................................107 5.1 需求、获得与获得感的理性分析..............................................................107 5.2 民宿经营者的获得与获得感.....................................................................109 5.3 民宿经营者获得感结构维度的理性分析.................................................111 5.3.1 进化心理学视角下的民宿经营者需求与获得感...........................111 5.3.2 积极心理学理论视角下的民宿经营者需求与获得感...................113 5.3.3 马斯洛需求层次理论视角下的民宿经营者需求与获得感...........114 5.3.4 自我决定理论视角下的民宿经营者需求与获得感.......................115 5.3.5 民宿经营者获得感结构维度的提出...............................................115 5.4 民宿经营者获得感结构维度研究..............................................................116 5.4.1 研究设计...........................................................................................116 5.4.2 访谈资料分析...................................................................................116 5.4.3 民宿经营者获得感结构维度研究结果与讨论...............................120 5.5 民宿经营者获得感的形成机理.................................................................124XIV 5.5.1 民宿经营者获得感形成的主客观因素...........................................124 5.5.2 民宿经营者获得感的形成机理.......................................................129 5.6 本章小结.....................................................................................................133 第 6 章 民宿经营者职业价值观对情感劳动和获得感的影响研究.........................135 6.1 研究思路.....................................................................................................135 6.1.1 研究目的............................................................................................135 6.1.2 职业价值观、情感劳动与获得感的逻辑关系...............................135 6.2 研究假设与理论模型.................................................................................136 6.2.1 研究假设提出...................................................................................136 6.2.2 理论模型构建...................................................................................143 6.3 研究设计.....................................................................................................144 6.3.1 研究对象与样本选择.......................................................................144 6.3.2 变量测量...........................................................................................145 6.3.3 数据收集与分析方法.......................................................................149 6.4 预调研.........................................................................................................151 6.4.1 预调研基本情况...............................................................................151 6.4.2 预调研数据的信度和效度分析.......................................................153 6.4.3 问卷修正与正式测量问卷形成.......................................................159 6.5 正式调研及数据分析.................................................................................160 6.5.1 正式调研对象和样本容量...............................................................160 6.5.2 问卷发放、回收与处理...................................................................161 6.5.3 数据分析...........................................................................................165 6.6 本章小结.....................................................................................................198 第 7 章 研究结论总结、讨论与展望.............................................................................201 7.1 研究发现、结论总结与讨论.....................................................................201 7.1.1 职业价值观是民宿经营者的多动机表现.......................................202 7.1.2 民宿经营者情感劳动有多过程、多行为表现、多因素作用和多元 影响.............................................................................................................203 7.1.3 民宿经营者获得感具有多维度和双生形成机理...........................204 7.1.4 民宿经营者的职业价值观、情感劳动和获得感在人口统计特征变XV 量上存在显著差异.....................................................................................206 7.1.5 民宿经营者职业价值观、情感劳动与获得感各维度存在显著的强 弱差异.........................................................................................................209 7.1.6 民宿经营者职业价值观对情感劳动具有显著的影响...................210 7.1.7 民宿经营者职业价值观对获得感具有显著的正向影响...............212 7.1.8 民宿经营者情感劳动对获得感具有显著的正向影响...................214 7.1.9 在职业价值观对民宿经营者获得感的作用过程中，情感劳动有部 分中介作用.................................................................................................216 7.2 研究贡献与管理启示.................................................................................217 7.2.1 研究贡献...........................................................................................217 7.2.2 研究启示与管理建议.......................................................................218 7.3 研究创新、不足与展望.............................................................................223 7.3.1 研究创新...........................................................................................223 7.3.2 研究不足...........................................................................................223 7.3.3 研究展望...........................................................................................224 参考文献....................................................................................................................................227 致谢.............................................................................................................................................245 附录 A 预调研问卷 .............................................................................................................247 附录 B 正式调研问卷.........................................................................................................251 附录 C 方差分析附表.........................................................................................................255 个人简历、在学期间发表的学术论文及研究成果......................................................2631