1
3
E10028
3
018
導遊工作壓力、情緒智力和生活品質關聯性之探討
An Exploration of the Relationships between Occupational Stress, Emotional Intelligence (EI) and Quality of Life (QOL) Among Tour Guides
1.閔辰華
1.Chen-hua Min
1.銘傳大學國際企業學系
1.Department of International Business, Ming Chuan University
001,002,003,004
1.銘傳大學國際企業學系
1.Department of International Business, Ming Chuan University
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):2011-08-01
A.14 計畫執行期間(訖):2012-07-31
2011-02-012011-12-31
A.16 收到日期:2012-12-28
2
中華民國具觀光局正式核發導遊証之導遊

1

378


378
003
01
C.2 聯絡日期:2013-01-14
2
1.銘傳大學國際企業學系
1.Department of International Business, Ming Chuan University
1
C.7 資料公開日期:2012-08-01
2
008
1
1
1
1
2
3
3
001
1,2
1.導遊
2.觀光
3.壓力
4.訓練
1.Tour Guide
2.Tourism
3.Stress
4.Training
壓力之相關議題近年來引起學者們所關注,其所造成個人負面的影響與衝擊,亦為研究者所重視。許多文獻相繼指出,工作壓力會影響到生活品質的降低,而「生 活品質」(Quality of Life)的概念,為現今普遍用來衡量個體的身心健康以及幸福感的重要指標。研究亦發現高情緒智力(Emotional Intelligence: EI)者,其較能了解自我和他人情緒,並擁有良好情緒管理,也較能採取有效的因應方式來處理壓力,其感受的工作壓力較低,且情緒的穩定狀態更使人們導向身 心健康及成功的生活。導遊一向被視為觀光業第一線的服務人員,成敗關鍵的員工,甚至影響到旅客對於旅遊地點的整體形象。然而其不穩定的帶團生活所造成的壓 力及身心健康卻鮮少為學者們所探討,因此,本研究為探討導遊的情緒智力、工作壓力、與生活品質三者間之關係。研究發現高情緒智力的導遊其感受的工作壓力較 低,且擁有較好的生活品質,而較高工作壓力的導遊,其所感受的生活品質較低。研究結果可提供觀光相關單位和旅遊業者在提供導遊訓練課程之參酌,以期提升導 遊情緒管理和壓力處理之能力,並有助於導遊在面對工作職場中更適當地和更有效率地面對旅客,以及處理工作中所帶來的壓力,且同時更享有美好的生活品質。

The issue of stress has received growing attention in recent years, and it has been implicated in the development of negative outcomes for individuals. Considerable evidence supports the notion that higher job stress is associated with lower quality of life (QOL), which is an increasingly common indicator to assess an individual’s general health status, mental health, and well-being. Those with higher emotional intelligence (EI) levels are more aware of their emotions, better able to regulate them, and have more effective coping strategies to deal with stress-related emotions, all of which lead to higher levels of well-being. Tour guides, the front-line service providers in the tourism industry, play a considerable role in the development of the travel industry. Their performance influences the success or failure of tour experiences and the perception of tourists about the host destination. Due to the unstable working environment that tour guides often work in, along with schedules that often require them to work long hours, it is especially important to give due consideration to health issues relevant to tour guides. The purpose of this study is therefore to explore the relationships between EI, job stress, and QOL in order to better understand the contribution of EI and job stress on QOL among tour guides. The obtained results indicated that EI was inversely correlated with occupational stress; tour guides with higher EI levels reported being less vulnerable to stress. In addition, a negative link was seen between job stress and QOL; tour guides with less job stress tended to have higher levels of QOL. On the other hand, there is a positive association between EI and QOL, as tour guides with high EI experienced better health and well-being. The results of this study can assist the tourism authorities and practitioners to gain a better understanding of the relationships of these three factors in the tour guide population. In practice, the results can provide information for developing interventions to enhance tour guides’ competencies of EI and stress management, which result in higher levels of QOL.

D.16 完成檢誤日期:2013-01-30
D.17 預定釋出日期:2013-02-20
D.18 初次釋出日期:2013-02-20
D.19_1 最新版釋出日期:2013-02-20
1
1
1
2
1,3
10.6141/TW-SRDA-E10028-1
https://efenci.srda.sinica.edu.tw/webview/index.jsp?object=https://efenci.srda.sinica.edu.tw:80/obj/fStudy/E10028
追蹤清單
下載(0)
申請(0)
遠距(0)