游客粗暴行为与导游员服务破坏的关系研究：基于领导者–成员交换理论的中介作用
A Study on the Relationship between Customer Mistreatment and the Tour Guide Service Sabotage: The Intermediary Function Based on the Theory of Leader-Member Exchange
摘要: 本文通过对甘肃省导游从业人员进行问卷调查，考察了游客粗暴行为与导游员服务破坏的关系，以及领导者–成员交换关系的中介作用。研究结果显示顾客粗暴行为与导游员服务破坏为显著正相关；导游员服务破坏与领导者–成员交换关系为显著负相关，顾客粗暴行为与领导者–成员交换关系为显著负相关。通过中介效应检验的影响中发现，领导者–成员交换关系具有中介作用。
Abstract: Through a questionnaire survey of tour guide practitioners in Gansu Province, this paper examines the relationship between Customer Mistreatment and the tour guide service sabotage, and the role of leaders-member exchange as intermediary. The results showed that customer mistreatment was positively correlated with tour guide service sabotage, tour guide service sabotage was significantly negatively correlated with leader-member exchange, and Customer Mistreatment was significantly negatively related to leader-member exchange. It is found that the leader-member exchange relationship has intermediary functions through the influence of the intermediary effect test.
文章引用：胡镜斌. 游客粗暴行为与导游员服务破坏的关系研究：基于领导者–成员交换理论的中介作用[J]. 服务科学和管理, 2020, 9(4): 203-209. https://doi.org/10.12677/SSEM.2020.94027

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