Broken windows in tourism: The effect of occupational stigma perception of tour guides on interpersonal deviance toward tourists

Abstract

This study explores the mechanisms underlying the occupational stigma perception (OSP) of tour guides and the role of interpersonal deviance (ID) toward tourists based on affective event theory. It collects questionnaire data from 348 Chinese frontline tour guides and uses PROCESS Macro in SPSS to test the moderated mediation model. Results show that OSP had a significantly positive effect on ID. Job embeddedness (JE) partially mediated the relationship between OSP and ID. Job tenure (JT) played a negative moderating role between OSP and JE. Furthermore, the mediating role of JE between OSP and ID diminished as the guides' JT increased.

How would you respond to stereotype pressure? The effects of perceived occupational stigma on social workers’ proactive behavior in China

“…To escape from the sense of pressure it brings, avoidance and withdrawal often become the preferred coping behavior strategies for employees (Barbier et al, 2013;Huang et al, 2022). Furthermore, it may even lead to deviant organizational behavior if employees experience stronger perceptions of occupational stigma (Shantz and Booth, 2014;Xu et al, 2023). Considering the potential positive and negative effects of perceived occupational stigma shown in the literature, cognitive appraisal theory (Lazarus and Folkman, 1984) provides important theoretical support for our study.…”

“…, 2022). In turn, these negative cognitive and emotional responses lead to deviant organizational production behavior (Xu et al. , 2023), lower work engagement (Shigihara, 2018), less effort and a low level of proactive behavior (Pierce and Gardner, 2004).…”

“…Threat appraisal of perceived occupational stigma damages individuals' self-concept (Ashforth et al, 2017) and self-esteem (Ashforth and Kreiner, 1999) and predicts increasing levels of burnout (Guidetti et al, 2021) and emotional exhaustion (Wen et al, 2022). In turn, these negative cognitive and emotional responses lead to deviant organizational production behavior (Xu et al, 2023), lower work engagement (Shigihara, 2018), less effort and a low level of proactive behavior (Pierce and Gardner, 2004). While these studies have focused on blueand white-collar workers and call center employees, scholars have suggested that it is also applicable to other helping professions (Guidetti et al, 2019).…”

Changing roles of tour guides: From “agent to serve” to “agent of change”

“…Most prior studies of tour guides adopt a functional perspective to discuss their roles as pathfinders, ambassadors, buffers, interpreters, culture brokers, mediators, mentors and advisors (e.g. Ap and Wong, 2001; Cohen, 1985; Wong, 2013), the practicalities of tour delivery (Geva and Goldman, 1991; Huang et al, 2010; Pond, 1993), as well as the styles and behavior of tour guides (Ferguson et al, 2016; Xu et al, 2023). The changing socio-economic, demographic, and technological trends have been re-shaping the guided tour industry substantively.…”