EMOTIONAL EXHAUSTION AND JOB SATISFACTION OF TOUR GUIDES IN RURAL AREAS
DOI:
https://doi.org/10.5937/ekoPolj1701011AKeywords:
tour guides, rural areas, job satisfaction, emotional exhaustion, business excellenceAbstract
The purpose of this study was to determinate the job satisfaction and emotional exhaustion of tour guides in rural areas and to show how these two concepts are related to each other. A total of 102 tour guides, who lead tours or have experience in leading tours in rural areas took part in the questionnaire and the results were given and processed in SPSS version 17. Tour guides have a great importance in interpretation of rural areas as well as a significant role in presenting local customs and products in rural tourism. Exploring their satisfaction but also emotional exhaustion is of paramount importance for maintaining their excellence in interpretation of these areas. The results indicate that job satisfaction is still not on satisfying level, while emotional exhaustion is under acceptable limits. The results also showed that there is a negative connection between these two concepts. The obtained data should be benefcial not only to tour-operators but also to other tourism-related companies dealing with FDA (Front Desk Activities) and employees in rural tourism: the data about job satisfaction and emotional exhaustion of tour guides can be used in developing management and work motivation strategies. The profound insight in job satisfaction and emotional exhaustion is important in order to achieve business excellence of tour guides in rural areas.
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References
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11. Heung, V. C. S. (2008): Effects of tour leaders service quality on agencys reputation and customers word-of-mouth, Journal of Vacation Marketing, Vol. 14, no. 4, pp. 305-315, SAGE Publications, New York, USA.
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12. Hill, D. J. (1986): Satisfaction and consumer services, Advances in Consumer Research, Vol. 13, no. 1, pp. 311-315, Association for Consumer Research Labovitz School of Business & Economics University of Minnesota, Duluth MN, USA.
13. Hochschild, A. (1979): Emotion work, feeling rules and social structure, American Journal of Sociology, Vol. 85, pp. 551-575, The University of Chicago Press, Chicago, USA.
14. Hochschild, A. (1983): The managed heart: Commercialization of human feeling, University of California Press, Berkeley, USA.
15. Huang, S., Hsu, C. H. C., Chan, A. (2010): Tour guide performance and Tourist Satisfaction: a Study of the Package Tours in Shangahai. Journal of Hospitality & Tourism Research, Vol. 34, no. 1, pp. 3-33, SAGE Ppublications, New York, USA.
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17. Laowirojanakul, T. (1999): A Study of key factors affecting the degree of job satisfaction of tour guide in Bangkok, Thailand (thesis), Rochester Institute of Technology, New York, USA.
18. Locke, E. A. (1976): The nature and causes of job satisfaction, In M. D. Dunette, ed., Handbook of Industrial and Organizational Psychology, Rand McNaily, Chicago, USA.
19. Mak, A. H. N., Wong, K. K. F., Chang, R. C. Y. (2011): Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau, Tourism Management, Vol. 32, no. 6, pp. 1442-1452, Elsevier B.V., Amsterdam, The Netherlands.
20. Maslach, C. (1982): The cost of caring, Prentice – Hall, Englewood Cliffs, New Jersey, USA.
21. Maslach, C., Jackson, S. E. (1986): Maslach Burnout Inventory, (Second Edition), Consulting Psychologists Press, Paolo Alto CA, USA.
22. Maslach, C., Schaufeli, B. W., Leiter, M. P. (2001): Job burnout, Annual Review Psychology, Vol. 52, pp. 397-422, Annual Reviews Inc., Palo Alto CA, USA.
23. Morris, J.A., Feldman, D. C. (1996):TheDimensions, Antecedents, and Consequences of Emotional Labor, Academy of Management Review, Vol. 21, no. 4, pp. 986-1010, Academy of Management, Briar Cliff Manor NY, USA.
24. Mossberg, L. (1995): Tour leaders and their importance in charter tours, Tourism Management, Vol. 16, no. 6, pp. 437-445, Elsevier B.V., Amsterdam, The Netherlands.
25. Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1998): SERQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, Vol. 64, pp. 12-40, Elsevier B.V., Amsterdam, The Netherlands.
26. Pienaar, J., Willemse, S. A. (2008): Burnout, engagement, coping and general health of service employess in hospitality industry, Tourism Management, no. Vol. 29, no. 6, pp. 1053-1063, Elsevier B.V., Amsterdam, The Netherlands.
27. Sandiford, P., Seymour, D. (2007): The concept of occupational community revisited: Analytical and managerial implications in face-to-face service occupation, Work, Employment and Society, Vol. 21, no. 2, pp. 209-226, SAGE Publications, New York, USA.
28. Schaufeli, W, B., Bakker, A. B. (2004): Job demands, job resources, and their relaionship with burnout and engagement: a multi-sample study, Journal of Organizational Behavior, Vol. 25, no. 3, pp. 293-315, Wiley, New Jersey, USA.
29. Song, H., Veen, V. D. R., Li, G., Chen, J. L. (2012): The Hong Kong Tourist Satisfaction Index, Annals of Tourism Research, Vol. 39, no. 1, pp. 459-479, Elsevier B.V., Amsterdam, The Netherlands.
30. Wong, J. Y., Wang, C. H. (2009): Emotional labor of the tour leaders: and exploatory study, Tourism Management, Vol. 30, no. 2, pp. 249-259, Elsevier B.V., Amsterdam, The Netherlands.
31. Wong, J. Y., Lee, W. H. (2012): Leadership through service: An exploratory study of leadership styles of tour leaders, Tourism Management, Vol. 33, no. 5, pp. 1112- 1121, Elsevier B.V., Amsterdam, The Netherlands.
32. Zapf, D. (2002): Emotion work and psychological well.being; a review of the literature and some conceptual consideration. Human Resource Management Review, Vol. 12, no. 2, pp. 237-268, Elsevier B.V., Amsterdam, The Netherlands.
33. Zeithaml, V, A., Parasuraman, A., Berry, L. L. (1985): Problems and Strategies in Service Marketing, Journal of Marketing, Vol. 49, no. 2, pp. 33-46, SAGE Publications, New York, USA.
2. Argyris, C. (1977): Understanding Human Behavior in Organizations, John Wiley and Sons, New York, USA.
3. Ashforth, B. E., Humphrey, R. H. (1993): Emotional Labor in Service Roles: The influence of Identity, Academy of Management Review, Vol. 18, no. 1, pp. 88-115, Academy Management, Briar Cliff Manor NY, USA.
4. Babakus, E., Cravens, D. W., Johnston, M., Moncrief, W, C. (1999): The role of emotional exhaustion in sales force attitude and behavior relationship, Journal of the Academy of Marketing Science, Vol. 27, no. 1, pp. 58-70, Springer US, New York, USA.
5. Barsky, J. D. (1992): Customer satisfaction in the hotel industry: Meaning and measurement, Journal of Hospitality and Tourism Research, Vol. 16, no. 1, pp. 51- 73, SAGE Publications, New York, USA.
6. Collins, J. (2010): Business excellence: Why Some Companies Succeed In Taking The Leap From "good" to "excellent "and Others Dont?, Curtea Veche Publishing House., Bucharest, Romania (Original work published 2001).
7. Dedić, G. (2005): Sindrom sagorevanja na radu, Vojnosanitetski pregled, Vol. 11, pp. 851-855, Uprava za vojno zdravstvo MO Srbije, Beograd, Srbija.
8. Ekman, P. (1973): Cross-culture studies in a facial expression, In: P. Ekman, ed., pp. 169-222, Darwin and facial expression: A century of research in review. Academic Press, New York, USA.
9. Florida, R. (2002): The rise of the Creative Class, Basic Books, New York, USA.
10. Gaines, J., Jermier, J. M. (1983):Emotional Exhaustion in a High Stress Organization, Academy of Management Journal, Vol. 26, no. 4, pp. 567-586, Academy of Management, Briar Cliff Manor NY, USA.
11. Heung, V. C. S. (2008): Effects of tour leaders service quality on agencys reputation and customers word-of-mouth, Journal of Vacation Marketing, Vol. 14, no. 4, pp. 305-315, SAGE Publications, New York, USA.
12. Hill, D. J. (1986): Satisfaction and consumer services, Advances in Consumer Research, Vol. 13, no. 1, pp. 311-315, Association for Consumer Research Labovitz School of Business & Economics University of Minnesota, Duluth MN, USA.
13. Hochschild, A. (1979): Emotion work, feeling rules and social structure, American Journal of Sociology, Vol. 85, pp. 551-575, The University of Chicago Press, Chicago, USA.
14. Hochschild, A. (1983): The managed heart: Commercialization of human feeling, University of California Press, Berkeley, USA.
15. Huang, S., Hsu, C. H. C., Chan, A. (2010): Tour guide performance and Tourist Satisfaction: a Study of the Package Tours in Shangahai. Journal of Hospitality & Tourism Research, Vol. 34, no. 1, pp. 3-33, SAGE Ppublications, New York, USA.
16. Huang, S., Weiler, B., Assaker, G. (2015): Effects of Interpretive Guiding Outcomes on Tourist Satisfaction and Behavioral Intention, Journal of Travel Research, Vol. 54, no. 3, pp. 14-358, SAGE Publications, New York, USA.
17. Laowirojanakul, T. (1999): A Study of key factors affecting the degree of job satisfaction of tour guide in Bangkok, Thailand (thesis), Rochester Institute of Technology, New York, USA.
18. Locke, E. A. (1976): The nature and causes of job satisfaction, In M. D. Dunette, ed., Handbook of Industrial and Organizational Psychology, Rand McNaily, Chicago, USA.
19. Mak, A. H. N., Wong, K. K. F., Chang, R. C. Y. (2011): Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau, Tourism Management, Vol. 32, no. 6, pp. 1442-1452, Elsevier B.V., Amsterdam, The Netherlands.
20. Maslach, C. (1982): The cost of caring, Prentice – Hall, Englewood Cliffs, New Jersey, USA.
21. Maslach, C., Jackson, S. E. (1986): Maslach Burnout Inventory, (Second Edition), Consulting Psychologists Press, Paolo Alto CA, USA.
22. Maslach, C., Schaufeli, B. W., Leiter, M. P. (2001): Job burnout, Annual Review Psychology, Vol. 52, pp. 397-422, Annual Reviews Inc., Palo Alto CA, USA.
23. Morris, J.A., Feldman, D. C. (1996):TheDimensions, Antecedents, and Consequences of Emotional Labor, Academy of Management Review, Vol. 21, no. 4, pp. 986-1010, Academy of Management, Briar Cliff Manor NY, USA.
24. Mossberg, L. (1995): Tour leaders and their importance in charter tours, Tourism Management, Vol. 16, no. 6, pp. 437-445, Elsevier B.V., Amsterdam, The Netherlands.
11. Heung, V. C. S. (2008): Effects of tour leaders service quality on agencys reputation and customers word-of-mouth, Journal of Vacation Marketing, Vol. 14, no. 4, pp. 305-315, SAGE Publications, New York, USA.
12. Hill, D. J. (1986): Satisfaction and consumer services, Advances in Consumer Research, Vol. 13, no. 1, pp. 311-315, Association for Consumer Research Labovitz School of Business & Economics University of Minnesota, Duluth MN, USA.
13. Hochschild, A. (1979): Emotion work, feeling rules and social structure, American Journal of Sociology, Vol. 85, pp. 551-575, The University of Chicago Press, Chicago, USA.
14. Hochschild, A. (1983): The managed heart: Commercialization of human feeling, University of California Press, Berkeley, USA.
15. Huang, S., Hsu, C. H. C., Chan, A. (2010): Tour guide performance and Tourist Satisfaction: a Study of the Package Tours in Shangahai. Journal of Hospitality & Tourism Research, Vol. 34, no. 1, pp. 3-33, SAGE Ppublications, New York, USA.
16. Huang, S., Weiler, B., Assaker, G. (2015): Effects of Interpretive Guiding Outcomes on Tourist Satisfaction and Behavioral Intention, Journal of Travel Research, Vol. 54, no. 3, pp. 14-358, SAGE Publications, New York, USA.
17. Laowirojanakul, T. (1999): A Study of key factors affecting the degree of job satisfaction of tour guide in Bangkok, Thailand (thesis), Rochester Institute of Technology, New York, USA.
18. Locke, E. A. (1976): The nature and causes of job satisfaction, In M. D. Dunette, ed., Handbook of Industrial and Organizational Psychology, Rand McNaily, Chicago, USA.
19. Mak, A. H. N., Wong, K. K. F., Chang, R. C. Y. (2011): Critical issues affecting the service quality and professionalism of the tour guides in Hong Kong and Macau, Tourism Management, Vol. 32, no. 6, pp. 1442-1452, Elsevier B.V., Amsterdam, The Netherlands.
20. Maslach, C. (1982): The cost of caring, Prentice – Hall, Englewood Cliffs, New Jersey, USA.
21. Maslach, C., Jackson, S. E. (1986): Maslach Burnout Inventory, (Second Edition), Consulting Psychologists Press, Paolo Alto CA, USA.
22. Maslach, C., Schaufeli, B. W., Leiter, M. P. (2001): Job burnout, Annual Review Psychology, Vol. 52, pp. 397-422, Annual Reviews Inc., Palo Alto CA, USA.
23. Morris, J.A., Feldman, D. C. (1996):TheDimensions, Antecedents, and Consequences of Emotional Labor, Academy of Management Review, Vol. 21, no. 4, pp. 986-1010, Academy of Management, Briar Cliff Manor NY, USA.
24. Mossberg, L. (1995): Tour leaders and their importance in charter tours, Tourism Management, Vol. 16, no. 6, pp. 437-445, Elsevier B.V., Amsterdam, The Netherlands.
25. Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1998): SERQUAL: A multiple-item scale for measuring consumer perception of service quality, Journal of Retailing, Vol. 64, pp. 12-40, Elsevier B.V., Amsterdam, The Netherlands.
26. Pienaar, J., Willemse, S. A. (2008): Burnout, engagement, coping and general health of service employess in hospitality industry, Tourism Management, no. Vol. 29, no. 6, pp. 1053-1063, Elsevier B.V., Amsterdam, The Netherlands.
27. Sandiford, P., Seymour, D. (2007): The concept of occupational community revisited: Analytical and managerial implications in face-to-face service occupation, Work, Employment and Society, Vol. 21, no. 2, pp. 209-226, SAGE Publications, New York, USA.
28. Schaufeli, W, B., Bakker, A. B. (2004): Job demands, job resources, and their relaionship with burnout and engagement: a multi-sample study, Journal of Organizational Behavior, Vol. 25, no. 3, pp. 293-315, Wiley, New Jersey, USA.
29. Song, H., Veen, V. D. R., Li, G., Chen, J. L. (2012): The Hong Kong Tourist Satisfaction Index, Annals of Tourism Research, Vol. 39, no. 1, pp. 459-479, Elsevier B.V., Amsterdam, The Netherlands.
30. Wong, J. Y., Wang, C. H. (2009): Emotional labor of the tour leaders: and exploatory study, Tourism Management, Vol. 30, no. 2, pp. 249-259, Elsevier B.V., Amsterdam, The Netherlands.
31. Wong, J. Y., Lee, W. H. (2012): Leadership through service: An exploratory study of leadership styles of tour leaders, Tourism Management, Vol. 33, no. 5, pp. 1112- 1121, Elsevier B.V., Amsterdam, The Netherlands.
32. Zapf, D. (2002): Emotion work and psychological well.being; a review of the literature and some conceptual consideration. Human Resource Management Review, Vol. 12, no. 2, pp. 237-268, Elsevier B.V., Amsterdam, The Netherlands.
33. Zeithaml, V, A., Parasuraman, A., Berry, L. L. (1985): Problems and Strategies in Service Marketing, Journal of Marketing, Vol. 49, no. 2, pp. 33-46, SAGE Publications, New York, USA.
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Published
2017-01-31
How to Cite
Anđelković, Željko, Dragin, A., Božić, S., & Košić, K. (2017). EMOTIONAL EXHAUSTION AND JOB SATISFACTION OF TOUR GUIDES IN RURAL AREAS. Ekonomika Poljoprivrede, 64(1), 11–26. https://doi.org/10.5937/ekoPolj1701011A
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Original scientific papers
