Tour Leaders' Impression Management and Job Performance: Exploring the Moderating Role of Tourists' Self-Monitoring

Autor:	Namjae Cho, Jin-Hsing Yang, Khafid Badaoui, Che-Jen Su
Rok vydání:	2012
Předmět:	Exemplification Intimidation Supplication Job performance Impression management Tourism Leisure and Hospitality Management Ingratiation Geography Planning and Development Advertising Psychology Moderation Social psychology Tourism
Zdroj:	Asia Pacific Journal of Tourism Research. 19:356-373
ISSN:	1741-6507 1094-1665
Popis:	A tour leader (TL) is a first-line service provider whose performance shapes a tourist's experience and satisfaction during a journey. We examine the moderating effects of the self-monitoring level of group package tour members on the relationship between the use of impression management (IM) tactics by TLs and tourists' subsequent job performance ratings (PRs) of a TL. Data from 485 responses of tourists from 59 outbound tour groups in Taiwan revealed that TLs' use of positive IM tactics – that is, ingratiation, self-promotion, and exemplification – is positively related to tourists' PRs. In contrast, their use of non-positive IM tactics – that is, supplication and intimidation – is negatively related to tourists' PRs. Furthermore, tourists' self-monitoring appears to weaken the effects of supplication and intimidation on their PRs. We also found that tourists' level of self-monitoring is a stronger moderator when TLs use supplication than when they use other tactics.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::7d63efe7299925ae15dfa0b4a85f069e https://doi.org/10.1080/10941665.2012.749928 Zobrazit plný text záznamu