GZHW旅游公司导游的情绪劳动与工作绩效的
关系研究
摘要
在旅游服务活动中，导游需要根据公司的要求，通过运用面部表情、身体
语言来表达、传递给顾客适当的情绪，从而达到旅游服务的目的。这样的情绪劳
动传达着大量关于员工的情绪、压力和工作态度的信息。情绪劳动不仅是影响旅
游业服务质量的核心因素，也是人力资源管理中的重要组成，旅游业管理者也开
始重视这一新的概念，因此做好当下情绪劳动的研究工作具有十分重要的意义。
本文根据情感事件等理论，在借鉴中外学者关于情绪劳动与工作绩效理论方
面研究成果的基础上，结合现今社会发展进步的现实状况，进一步研究情绪劳动
对工作绩效的影响，并探索了积极情绪产生的中介效应，以揭示情绪劳动对员工
绩效的影响机制，为管理实践提供启示。
以 GZHW旅游公司导游员工为主要调研对象，采用电子问卷采集数据，共
获得有效答卷 221份，然后通过 spss26.0软件，对数据完成了描述性分析、相关
分析及回归数据分析。数据分析显示，情绪劳动的深层扮演对积极情绪、工作绩
效产生正向影响，积极情绪不仅正向影响员工工作绩效，也在深层扮演与员工工
作绩效之间发挥中介作用。
根据研究结果，提出如下建议：旅游公司管理人员需要强化对导游员工表层
扮演的管理工作，并采取加强服务理念培养，增强深层扮演能力，通过培养积极
情绪等方式减弱表层情绪劳动对服务水平提高的限制作用，从而进一步提升工作
绩效。
关键词：导游情绪劳动积极情绪工作绩效
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Abstract
Tour guides usually take the initiative to regulate their emotions through the use
of facial expressions and body language during tourism service activities in order to
increase a good emotional experience for visitors as well as to improve their own
performance. Such emotional labor conveys a great deal of information about
employees' emotions, stress and work attitudes. Emotional labor is not only a core
factor in the quality of tourism services, but also an important component of human
resource management, and tourism managers are beginning to pay attention to this
new concept, so it is important to do a good job of researching emotional labor today.
Based on theories such as emotional events, this paper draws on the research
results of Chinese and foreign scholars on the theories of emotional labor and job
performance, and further studies the influence of emotional labor on job performance
in the light of the present-day reality of social development and progress, and explores
the mediating effect of positive emotions, in order to reveal the mechanism of
emotional labor's influence on employee performance and provide insights for
management practice.
Using GZHW tourism company tour guide staff as the main research target, the
data was collected using an electronic questionnaire, and a total of 221 valid
responses were obtained. Then, through spss26.0 software, descriptive analysis,
correlation analysis and regression data analysis were completed on the data. Analysis
of the data shows that the deep play dimension of emotional labor positively
influences positive emotions and job performance, and that positive emotions not only
positively influence employee performance, but also play a mediating role between
the deep play dimension and employee performance.
Based on the results of the study, the following recommendations are made:
tourism company managers need to strengthen the management of the shallow play of
tour guide employees, and take measures to strengthen the cultivation of service
concepts, enhance the ability to play deep emotions, and reduce the limiting effect of
shallow emotional labor on the improvement of service level through the cultivation
of positive emotions, so as to further improve performance.
Keywords：tour guides，emotional labor，positive emotions，work performance
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目录
摘要................................................ I
Abstract............................................ II
第1章绪论........................................... 1
1.1研究背景 ...................................... 1
1.2研究意义 ...................................... 2
1.3研究内容与思路.................................. 3
1.3.1研究目的 ................................. 3
1.3.2研究内容 ................................. 4
1.4研究方法 ...................................... 4
第2章相关研究回顾 .................................... 6
2.1情绪劳动文献综述 ................................ 6
2.1.1情绪劳动的概念............................. 6
2.1.2情绪劳动的测量............................. 7
2.1.3情绪劳动的相关研究.......................... 9
2.2工作绩效文献综述 ............................... 12
2.2.1工作绩效的概念............................ 12
2.2.2员工绩效的维度............................ 14
2.2.3工作绩效的相关研究......................... 15
2.3积极情绪文献综述 ............................... 16
2.3.1积极情绪的概念............................ 16
2.3.2积极情绪的测量............................ 17
2.3.3积极情绪的相关研究......................... 18
2.4研究评述 ..................................... 19
第3章研究假设 ...................................... 22
3.1情绪劳动与积极情绪的关系......................... 22
3.2情绪劳动与工作绩效的关系......................... 23
3.3积极情绪与工作绩效的关系......................... 24
3.4积极情绪的中介作用.............................. 25
第4章研究设计与假设检验............................... 26
4.1数据收集 ..................................... 26
4.2变量测量 ..................................... 26
4.2.1情绪劳动的测量............................ 26
4.2.2工作绩效的测量............................ 26
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