家庭旅馆经营中的情感劳动研究——以云南丽江客栈为例  

On Affective Labor in Family Hotel Operation——A Case Study of Inns in Lijiang Ancient Town

作　　者：龙良富[1] 

机构地区：[1]电子科技大学中山学院,广东中山528402

出　　处：《中南林业科技大学学报（社会科学版）》2013年第4期15-19,31,共6页Journal of Central South University of Forestry & Technology（Social Sciences）

摘　　要：情感劳动是一种意图产生或改变他人情感体验的工作,其表现形式为通过人与人之间的面对面交往或相互交谈,使他人产生轻松、幸福、满意、兴奋、激动等感觉。对丽江客栈经营者的工作感受和客人的体验评价进行深度访谈,发现客栈经营者通过细节关怀、喝茶聊天、陪同陪护以及家务帮助等具体行动与客人进行全面的情感交流和互动。这种情感劳动既满足了旅游者情感补偿的需要,也满足了经营者自身利益交换、积极情感能量获取以及人际拓展的需要,让客人产生依赖感和情感归属感,促使他们成为客栈的忠实顾客,促进了丽江客栈的持续发展。Affective labor is a kind of work which is intended to produce or alter the affective experience of others,it is manifested to make others feel relax,happy,satisfactory,exciting and so on,through face-to-face contacts or talks.Through deep interviews on the work feelings of Lijiang inns operators and guests＇ experience evaluation,the paper finds that the inn operators make full affective communication and interaction with the guests through the specific actions,such as details caring,tea drinking and chat,accompanying and attending as well as housework help.This affective labor not only meets the needs of tourists ‘affective compensation,but also meets the needs of benefit exchanges,positive affective energy obtaining,and interpersonal development of the operators of themselves.It brings guests senses of dependence and affection of belonging,and promotes them to become loyal customers of the inn,which promotes the sustainable development of Lijiang inns.

关 键 词：家庭旅馆 情感劳动 丽江客栈 

分 类 号：F590.75[经济管理—旅游管理]