强调面子问题能够减少游客越轨行为?责任转移与相互回馈规范的独特作用
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摘要
鉴于游客越轨行为,会影响服务人员的心理健康、其他游客的体验和旅游管理组织绩效 本研究聚焦探讨:害怕丢失面子是如何透过相互回馈规范影响游客越轨行为,以及责任转移是如何在这过程中发挥调节作用。研究设计采取便利抽样法,共收集到 528 份有效问卷,以验证性因子分析及阶层回归分析法进行数据分析。研究发现,害怕丢失面子对相互回馈规范的两个维度(善意互惠及恶意互害),分别会产生不同的影响:正向影响善意互惠、负向影响恶意互害。责任转移会显著弱化善意互惠对游客越轨行为的影响,但却会显著强化恶意互害对游客越轨行为的影响。据此,旅游目的地的管理组织,可以通过提供各种旅游前的讯息或教育活动,增强游客的面子意识,以及避免责任转移,以达到遏制越轨行为的目的。
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Chinese Journal of Social Science and Management Editorial Division
The Office of Research and Development, Panyapiwat Institute of Management
85/1 Moo 2, Chaengwattana Rd., Bang Talat, Pakkred, Nonthaburi 11120, Thailand
Tel. 02 855 01048 E-mail: cjssm@pim.ac.th
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