The Influence of Chinese Yunnan Tour Guides’ Emotional Labor on Psychological Capital—the Mediating Role of Emotional Intelligence

Yufeng Zhang

doi:10.60027/ijsasr.2023.3183

Authors

Yufeng Zhang International Chinese College, Master of Business Administration Rangsit University, Pathum Thani, Thailand https://orcid.org/0009-0005-5256-3272

DOI:

https://doi.org/10.60027/ijsasr.2023.3183

Keywords:

Yunnan Tour Guides;, Emotional Labor; , Psychological Capital; , Emotional Intelligence

Abstract

Background and Aim: This study aims to investigate the influence mechanism of tour guides' Emotional labor on psychological capital, understand the detailed influence of different Emotional labor strategies on psychological capital, and use emotional intelligence as the Mesomeric effect on its mechanism, providing reference value for tourism management departments and human resources departments, and urging enterprises to strengthen the training of tour guides' Emotional labor, Improve the satisfaction of tour guides, enhance their psychological capital, win the favor and satisfaction of customers, provide theoretical support for enterprises and customers to achieve mutual benefit and win-win situation, and provide feasible suggestions and strategies.

Materials and Methods: A total of more than 500 questionnaires were sent this time, and a total of 452 questionnaires were collected. Finally, 420 questionnaires were selected after screening, and the questionnaire efficiency reached 84%.

Results: The results found that there is a significant relationship between emotional labor and the psychological capital of Yunnan tour guides, and emotional intelligence plays an intermediary role.

Conclusion: This study concludes that Yunnan tour guides need to further strengthen their emotional intelligence and psychological capital, in a new round of tourism peak, to welcome the arrival of tourists from all over the world with a new attitude.

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