領隊人員工作熱情與工作倦怠之關係：情感之中介效果

Relationship between Work Passion and Job Burnout of Tour Managers: Mediating Effect of Affectivity

領隊一職係為情緒勞務要求極高之工作，容易引發工作倦怠，惟卻鮮有研究藉由情緒管理之角度探究領隊人員產生工作倦怠之原因。本文旨在探究情感在領隊人員工作熱情與工作倦怠關係之中介效果。鑒於工作倦怠涵蓋情緒耗竭、譏誚態度與降低專業效能三個構面，本文運用PLS-SEM之反映－形成模式衡量工作倦怠，並採用便利抽樣回收有效問卷225份，並以PLS-SEM進行理論模式驗證。研究結果顯示正向與負向情感皆會中介調和式熱情與工作倦怠間之關係。然而，強迫式熱情與工作倦怠間之關係僅由正向情感中介，負向情感對此不具顯著之中介效果。本文亦依研究結果提出管理意涵與未來研究建議。

The tour manager is a job that requires a high degree of emotional labor, which can easily lead to job burnout, but few studies have explored the causes of job burnout from the perspective of emotional management. The purpose of this study is to explore the mediating effect of affectivity on the relationship between work passion and job burnout of tour managers. Since job burnout contains three facets: exhaustion, cynicism, and diminished professional efficacy, to maintain the characteristics of three facets, this study applied the reflective-formative model in PLS-SEM to measure job burnout. A convenience sampling method was applied to collect 225 valid questionnaires. PLS-SEM was used to examine the theoretical framework. The results show that both positive affect and negative affect mediate the relationship between harmonious passion and job burnout. However, the relationship between obsessive passion and job burnout can only be mediated by positive affect, while the mediating effect for negative affect is insignificant. This study also proposes some managerial implications and future research recommendations according to the findings of this study.