A Relationship Study On Emotional Intelligence、job Satisfaction And Turnover Intention Of The Tour Guide

Tour guide as the main force of tourism service industry, they usually have low job satisfaction and high turnover rate, then tourism service industry is facing the problem of severe brain drain of excellent tour guide. At present, China’s tourism industry has entered a critical period of transformation and upgrading, tour guide play an important role to the sustainable development of tourism, make an intensive study of tour guide is quite necessary.To explore effective management strategy of the tour guide, based on Emotional Intelligence Theory and Motivation Theory, the paper has explored the main influence factors of tour guide’s job satisfaction, the status of the tour guide’s turnover intention and the relationship between and among emotional intelligence, job satisfaction and turnover intention. This paper selected the tour guide that who obtains the tour guide ID card as the study subjects, then received457valid samples through questionnaires survey. Through the reliability and validity analysis, variance analysis, correlation analysis and regression analysis to process date, the conclusions are as follows:(1) Tour guide’s emotional intelligence consists of self emotion assessment, others emotion assessment, use of emotion and regulation of emotion4factors. The main influence factors of tour guide’s job satisfaction can be summed up in4sides:tour guide work perception, the whole travel agency, motivation and opportunity, work collaboration.(2) Except tour guide’s age, marital status, education history and the type of employment, tour guide’s gender, working years and the grade of tour guide ID card have significant impact on tour guide’s emotional intelligence, job satisfaction and turnover intention.(3) Only tour guide’s use of emotion has weak correlation with turnover intention, and tour guide’s others emotion assessement and ues of emotion can positively predict turnover intention.(4) Tour guide’s emotional intelligence has significant positive corrrlation with job satisfaction. Tour guide’s self emotion assessement, others emotion assessement and use of emotion can positively predict the job satisfaction.(5) Tour guide’s job satisfaction has significant negative correlation with turnover intention. Tour guide’s job perception and travel agency entirety can negatively predict turnover intention.(6) Tour guide’s job satisfaction plays a complete mediation role during the emotional use and turnover intention.In the end, this paper provides the management highlights of emotional intelligence training, motivation mechanism and management&supervision system, for tourism administrative departments and tourism enterprise to provide basis for effective management of tour guide, to broaden the perspective of tourism hunan resources development and management.