Case study on tour guiding: professionalism, issues and problems

Emotional exhaustion and job satisfaction of tour guides in rural areas

“…As majority of respondents are highly educated people who account for majority in public cultural events and travelling, it is the fact that not much money is left to satisfy these needs. The job of tour guides requires a high level of education, tolerance as well as "capability to play at the first line of the front" (Ap & Kevin, 2001, 551) which means that they are more susceptible to emotional exhaustion. For instance, employees in other professions, such as, IT sector, do not have so much direct contacts with people and their average salaries are much higher, so it is reasonable that respondents consider that they would be more successful in other job with the same input of time and energy, which would lower their level of emotional exhaustion.…”

“…Service occupations with a high level of face-to-face contact with customers are significantly different from other types of work, since they contain emotional demands (in the form of 'emotional performance for profit') beyond the scope of traditional conceptualizations of work (Sandiford, Seymour, 2007). "Tour guides are one of the key front-line players in the tourism industry" (Ap, Kevin, 2001) and specific in rural tourism because of their great importance in presenting the way of living in rural areas as well as customs of those people: customs should be one of the products in rural tourism. Further they say that "tour guides are the essential interface between the host destination and its visitors" (Ap, Kevin, 2001) and because of that it is necessary to have a good working environment as well as good conditions at work.…”

“…"Tour guides are one of the key front-line players in the tourism industry" (Ap, Kevin, 2001) and specific in rural tourism because of their great importance in presenting the way of living in rural areas as well as customs of those people: customs should be one of the products in rural tourism. Further they say that "tour guides are the essential interface between the host destination and its visitors" (Ap, Kevin, 2001) and because of that it is necessary to have a good working environment as well as good conditions at work. It is also very important that tour guides understand very well the way of living in villages so they could present in good and interesting way.…”

Industry Leadership in Tourist Guiding: A Member’s Perspective of SGL Using the Organisational Learning Framework

“…Tour guides are 'couriers of knowledge' (Jafari, 2000) but can also be pathfinders, leaders, mediators, facilitators, culture brokers, and entertainers (Weiler & Ham, 2001;Ham & Weiler, 2002;Reisinger & Steiner, 2006). They are of great importance in providing the tourist with a positive experience as tour guides are 'on the ground', in the foreground, and frontline players (Ap & Wong, 2001). Tour guides can, and ideally do, transform an otherwise ordinary tour into a lifelong positive experience for participants.…”

“…Tour guides can, and ideally do, transform an otherwise ordinary tour into a lifelong positive experience for participants. This transformation is achieved through the guide's professionalism, behaviour and actions, enthusiasm, and knowledge and communication of the sites' environmental, social, and cultural attributes (Ap & Wong, 2001;Lugosi & Bray, 2008;Dhales, 2002).…”