How Emotional Labor and Job Stress Affect the Job Performance of Tour Leaders: Moderating Effects of Job Characteristics and Social Media Use Intensity

Abstract

ABSTRACT This study explored the relationships among emotional labor (EL), job stress (JS), job characteristics (JC), social media use intensity (SM), and job performance (JP). A quantitative study was conducted with a total of 380 questionnaires collected from tour leaders. The results of the study are as follows: (1) EL has a positive impact on JS, (2) JS has a negative impact on JP, (3) JS mediates the relationship between EL and JP, (4) JC moderates the relationship between EL and JS, and (5) SM moderates the relationship between JS and JP. Theoretical and practical implications include validating a framework and suggestions for travel agencies to improve the JP of tour leaders by working on human resource practices.