Thesis
An empirical study on the effects of emotional labour, perceived organisational support and perceived supervisor support on tour guides' role performance in Hong Kong
Southern Cross University
Southern Cross University
2014
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Abstract
<p>Tour guides play a key role in hosting group package tours; their service quality directly influences customers’ overall impressions of and satisfaction with the tour. Past studies on tour guides have mostly used qualitative methods to explore the nature of roles performed by tour guides and have seldom considered relationships with other relevant factors. To fill this research gap, this study aims to examine the effects of emotional labour, perceived organisational support and perceived supervisor support on tour guides’ role performance in addition to the identification of tour guides’ key roles. A theoretical framework has been developed to examine the relationships among the independent variables (emotional labour, perceived organisational support and perceived supervisor support) and the dependent variable (role performance), and to investigate the correlation between each independent variable and the dependent variable.</p>
<p>In order to test the hypotheses, this study adopts a quantitative approach for data collection and analysis. Samples were drawn on the basis of the convenience method whereby self-administered questionnaires were sent to target participants, who are licensed tour guides or escorts, via different channels. In the main study, 610 questionnaires were distributed and 309 valid responses were used for data analysis. A
set of statistical techniques which included the reliability analysis, t-tests, ANOVA, correlation analysis, multiple regression analysis and principle component analysis were utilised to compute the relevant statistics with the use of SPSS version 19.</p>
<p>The results show that all independent variables are correlated with the dependent variable. Except for surface acting which is negatively related to role performance, all other variables are positively related to role performance. Thus, Hypotheses 1, 2 and 3 are supported. With respect to the prediction of role performance, it is found that only emotional labour (including deep acting and surface acting) and supervisor concern and care (a factor of perceived supervisor support) predict role performance, whereas perceived organisational support (including organisational care and rewards, job training and facilitation, organisational recognition and appreciation) and supervisor recognition and appreciation (a factor of perceived supervisor support) do not significantly predict role performance. Hence, Hypothesis 4 is partially supported. As a result of the principal component analysis three major tour guide roles were identified: ‘Communicative and Intermediary Role’, ‘Sales and Interactionary Role’ and ‘Social and Ambassador Role’. In addition, a Tour Guide Emotional Labour Scale was generated for measuring the emotional labour of tour guides.</p>
<p>The thesis ends with conclusions and recommendations made to the tourism industry, academia and other concerned parties. With reference to the research findings, it is suggested that travel agencies implement appropriate human resources practices such as establishing emotional display rules, enhancing emotional training, cultivating a caring and supportive culture in the workplace, reviewing selection criteria and developing a fair reward system so as to encourage tour guides to achieve a better role performance. Further, it is recommended that researchers work collaboratively with the industry in upgrading tourism products and services. Finally, organisations involved in tour guide training should revisit their programmes to include emotional labour training in the curriculum.<p>
Details
- Title
- An empirical study on the effects of emotional labour, perceived organisational support and perceived supervisor support on tour guides' role performance in Hong Kong
- Creators
- Yin Chu Florence Yim
- Contributors
- Catherine Cheung (Supervisor)
- Awarding Institution
- Southern Cross University; DBA
- Theses
- Southern Cross University
- Publisher
- Southern Cross University
- Number of pages
- xiv, 338 pages
- Identifiers
- 991012880000502368
- Academic Unit
- School of Business and Tourism; Faculty of Business, Law and Arts
- Resource Type
- Thesis