Document Type

Thesis

Publication details

Yim, YC 2014, 'An empirical study on the effects of emotional labour, perceived organisational support and perceived supervisor support on tour guides' role performance in Hong Kong', MBA thesis, Southern Cross University, Lismore, NSW.

Copyright YC Yim 2014

Abstract

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. This study aims to examine the effects of emotional labour (surface acting and deep acting), perceived organisational support (POS) and perceived supervisor support (PSS) on tour guides’ role performance and to investigate correlations between variables. The results show that deep acting, POS and PSS are positively related to role performance while surface acting is negatively related to role performance. Moreover, surface acting, deep acting and supervisor concern and care predict tour guides’ role performance.