Hasil Pencarian  ::  Simpan CSV :: Kembali

Abstrak :
Penelitian ini bertujuan untuk melihat peran mindfulness sebagai moderator dalam efek emotional labor (surface acting dan deep acting) terhadap kinerja pada populasi karyawan lini depan, yaitu sales retail. Kinerja karyawan adalah aspek yang penting diteliti dalam sebuah organisasi. Bagi pekerjaan yang melibatkan banyak interaksi sosial, emotional labor adalah salah satu faktor yang dapat memengaruhi kinerja. Penelitian melibatkan 86 karyawan sales retail. Instrumen yang digunakan dalam penelitian ini adalah Individual Work Performance Scale, Emotional Labor Scale dan Mindful Attention Awareness Scale. Hasil penelitian menunjukkan bahwa mindfulness tidak dapat berperan sebagai moderator dalam efek emotional labor terhadap kinerja. Penelitian lanjutan perlu mengelaborasi variabel lain yang berpotensi memoderasi pengaruh emotional labor terhadap kinerja pada populasi sales retail.

---

This study aims to look at the role of mindfulness as a moderator of the effect of emotional labor (surface acting and deep acting) on employee performance in frontline employee, spesifically retail salespeople. Employee performance is an important aspect in an organization. Emotional labor determines employee performance in jobs that require a great deal of social interaction. The study involved 86 retail salespeople. The instruments used in this study are Individual Work Performance Scale, Emotional Labor Scale and Mindful Attention Awareness Scale. Mindfulness has no moderation effect on the effect of emotional labor on performance. Future research could continue to investigate the potential moderating variable on the effect of emotional labor on performance.

Abstrak :
Emotional labor merupakan strategi manajemen emosi yang dilakukan oleh karyawan yang berinteraksi tatap muka atau berkomunikasi langsung dengan konsumen. Topik ini menjadi penting ketika emotional labor banyak mempengaruhi hasil-hasil kerja baik individu itu sendiri maupun kinerja perusahaan. Turnover intentions dan kepuasan kerja merupakan salah satu hal penting yang dapat dipengaruhi oleh emotional labor. Namun, kedua jenis strategi emotional labor (surface acting dan deep acting) memberikan hasil yang berbeda baik terhadap kepuasan kerja maupun turnover intentions. Selain emotional labor, kepuasan kerja dan turnover intentions juga dapat dipengaruhi oleh persepsi karyawan terhadap dukungan organisasi (Rhoades dan Eisenberger, 2002). Penelitian ini dilakukan untuk menguji adanya pengaruh emotional labor terhadap turnover intentions serta pengaruh kepuasan kerja sebagai mediator. Selain itu, penelitian ini juga dilakukan untuk mengetahui pengaruh persepsi dukungan organisasi terhadap turnover intentions serta pengaruh kepuasan kerja sebagai mediator. Dengan melakukan penelitian data terhadap 152 karyawan frontline Bank Negara Indonesia (BNI) kantor cabang Bekasi, diketahui bahwa strategi surface acting tidak mempengaruhi keinginan karyawan untuk meninggalkan perusahaan. Sebaliknya, strategi deep acting dan persepsi dukungan organisasi menekan keinginan karyawan untuk meninggalkan perusahaan. Di sisi lain, kepuasan kerja memediasi total hubungan antara deep acting dengan turnover intentions, serta memediasi parsial hubungan antara persepi dukungan organisasi dengan turnover intentions. Melihat keterbatasan penelitian ini yang hanya dilakukan dalam lingkup BNI kantor cabang Bekasi, maka pengambilan sampel yang lebih luas dapat disarankan untuk penelitian selanjutnya agar hasil penelitian dapat digeneralisasi lebih luas.

---

Emotional labor is emotional management strategies performed by employees who interact face to face or communicate directly with costumers. This topic becomes important when emotional labor affects outcome of both the individual and company performance. Job satisfaction and turnover intentions is one of important thing that is affected by emotional labor (surface acting and deep acting). In addition, job satisfaction and turnover intentions can also be affected by perceived organizational support (Rhoades dan Eisenberger, 2002). This study was conducted to examine the influence of emotional labor on turnover intentions as well as the effect of job satisfaction as a mediator. In addition, this study was also conducted to determine the effect of perceived organizational support to turnover intentions as well as the effect of job satisfaction as a mediator. By using samples of 152 frontline employees of Bank Negara Indonesia (BNI) Bekasi branch offices, it is known that the strategy of surface acting does not affect the desire of employees to leave the company. Conversely, deep acting strategies and perceived organizational support to suppress desire of employees to leave the company. On the other hand, job satisfaction totally mediate the relationship between deep acting and turnover intentions, as well as partially mediate relationship between perceived organizational support and turnover intentions. The limitations of this study is the study only done within the scope of BNI branch office Bekasi, the wider sampling can be recommended for further research so that the results can be generalized more widely.

Abstrak :
Penelitian ini bertujuan untuk mengetahui efek mediasi dari dimensi-dimensi emotional labor, yakni deep acting dan surface acting sebagai mediator dalam hubungan antara trait stabilitas emosi dan komitmen afektif dalam konteks industri budget hotel. Data komitmen afektif dikumpulkan dengan menggunakan alat ukur komitmen afektif dari Allen dan Meyer (1990). Data trait stabilitas emosi menggunakan 10 aitem dari alat ukur trait stabilitas emosi IPIP-NEO dan deep acting serta surface acting menggunakan Hospitality Emotional Labor Scale (HELS) dari Kruml dan Geddes (2000). Partisipan penelitian adalah 66 individu yang bekerja pada industri budget hotel. Data dianalisis menggunakan Hayes PROCESS macro ver. 3.4. pada software IBM SPSS. Hasil analisis menunjukkan bahwa deep acting memediasi hubungan antara trait stabilitas emosi dengan komitmen afektif, sedangkan surface acting tidak memediasi hubungan antara trait stabilitas emosi dengan komitmen afektif. Peneliti kemudian membentuk modul pelatihan selama tiga sesi dalam kurun waktu seminggu untuk meningkatkan kemampuan deep acting dikarenakan deep acting terbukti memediasi hubungan antara trait stabilitas emosi dengan komitmen afektif pada karyawan budget hotel. Intervensi direncanakan dilakukan pada sepuluh orang karyawan dari sebuah budget hotel yakni Hotel X. Tiga tahapan evaluasi dijadwalkan dengan pendekatan paired t-test yang menggunakan metode Wilcoxon pada IBM SPSS 3.4 sebagai evaluasi akhir efektivitas intervensi, terutama untuk mengetahui perbedaan rata-rata antara skor deep acting dan skor komitmen afektif sebelum dan sesudah intervensi. Untuk memastikan penerapan pelatihan dan memberikan data real-time kondisi emosi peserta dalam pekerjaan keseharian aplikasi android Mood Vibe digunakan. Diskusi lebih lanjut serta saran penelitian dijelaskan pada bab terakhir penelitian ini. ......The present study investigates emotional labor dimensions' influence, namely deep acting and surface acting as a mediator in the relationship between emotional stability traits and affective commitment within budget hotel industry. Affective commitment data were collected using affective commitment scale from Allen and Meyer (1990). Emotional stability traits used 10 items from IPIP-NEO emotional stability trait scale, while deep acting and surface acting were assessed by Hospitality Emotional Labor Scale (HELS) developed by Chu and Murrmann's (2006). Research participants were 66 individuals who work in budget hotel category. Data were analyzed using Hayes’ PROCESS macro ver. 3.4. on SPSS software. Results showed that deep acting mediated the relationship between emotional stability trait and affective commitment, while surface acting had no mediating effect on the relationship between emotional stability trait and affective commitment. Furthermore, the researcher formed a training module for three sessions within a week to improve deep acting skills for deep-acting was proven to have mediating effect on emotional stability traits and affective commitment. Training intervention planned to be carried out on ten employees from a budget hotel, namely Hotel X. Three stages of evaluation scheduled with paired t-test approach using Wilcoxon method on IBM SPSS 3.4 as a final evaluation of intervention effectiveness, especially to found significant difference in the mean between deep acting and affective commitment scores before and after intervention program given. Mood Vibe application was used to support the application of deep acting capabilities in daily work activities. Further discussion and research suggestions are discussed.

Abstrak :
ABSTRAK Meningkatnya interaksi langsung antara karyawan dan konsumen dalam pekerjaan merupakan salah satu fenomena dari semakin berkembangnya sektor layanan, salah satunya dapat ditemukan pada profesi perawat rumah sakit dalam upaya memberikan layanan kesehatan, yang membutuhkan penampilan emosi tertentu. Emosi dalam pekerjaan dapat berhubungan dengan burnout dan outcome pekerjaan yaitu salah satunya komitmen karyawan yang menjadi aset penting bagi suatu organisasi. Penelitian ini bertujuan untuk mengetahui pengaruh dari emotional labor terhadap komitmen organisasi dengan job burnout sebagai mediasi menggunakan metode Structural Equation Modeling (SEM). Data penelitian diperoleh dari 330 perawat rumah sakit di Kota Depok melalui kuesioner. Hasil penelitian menunjukkan bahwa emotional labor memiliki pengaruh positif terhadap job burnout, dimana job burnout berpengaruh negatif terhadap komitmen organisasi, sedangkan emotional labor ditemukan tidak memiliki pengaruh langsung terhadap komitmen organisasi, namun dimediasi oleh job burnout.

---

ABSTRACT The increasing interaction between employees and consumer at work is one of the phenomenon in the development of service sector, that can be found in hospital nurses occupation in delivering health services which needs certain emotional expression. Emotions at work can be related to job burnout and other work outcome such as employees? organizational commitment that has become an important aspect of an organization. This study aims to analyze the effect of emotional labor toward organizational commitment and job burnout as mediator using Structural Equation Modeling (SEM) method. Research data were collected from 330 hospital nurses in Depok City using questionnaire. The study result showed that emotional labor has a positive effect toward job burnout, in which job burnout has a negative effect toward organizational commitment, meanwhile emotional labor has no direct effect toward organizational commitment, but was found mediated by job burnout.

Abstrak :
Penelitian ini bertujuan untuk menganalisis peran mediasi job burnout dalam pengaruh antara emotional labor dan supervisor support terhadap turnover intention yang terjadi pada guru sekolah swasta. Emotional labor terdiri dari tiga dimensi, yaitu surface acting, deep acting dan emotional consonance begitu juga job burnout terdiri dari 3 dimensi, yaitu emotional exhaustion, depersonalization dan personal accomplishment. Responden dalam penelitian ini berjumlah 296 guru swasta. Pengolahan data dilakukan menggunakan metode Structural Equation Modeling (SEM). Hasil penelitian ini menunjukkan bahwa emotional labor berpengaruh positif terhada job burnout sementara supervisor support berpengaruh negatif terhadap job burnout. Emotional labor tidak signifikan berpengaruh terhadap turnover intention sementara supervisor support berpengaruh negatif terhadap turnover intention dan job burnout berpengaruh terhadap turnover intention. Job Burnout juga terbukti memediasi pengaruh antara emotional labor dan supervisor support terhadap turnover intention. Dukungan atasan perlu ditingkatkan agar dapat mengurangi terjadinya job burnout dan turnover intention. ......This study aims to analyze the role of mediating job burnout in the influence of emotional labor and supervisor support on turnover intention that occurs in private school teachers. Emotional labor consists of three dimensions, they are surface acting, deep acting and emotional consonance as well as burnout jobs consists of three dimensions, they are emotional exhaustion, depersonalization and personal accomplishment. Respondents in this study were 296 private teachers. Data is processed by structural equation modeling (SEM). Research finds that emotional labor has a positive effect on job burnout while supervisor support has a negative effect on job burnout. Emotional labor has no significant effect on turnover intention while supervisor support has a negative effect on turnover intention and job burnout has an effect on turnover intention. Job burnout also has a role by positively mediating emotional labor and supervisor support to turnover intention. Supervisor support needs to be improved in order to reduce the occurrence of job burnout and turnover intention.

Abstrak :
Laporan Magang ini dimaksudkan untuk menganalisis emotional labor yang dihadapi karyawan lini depan dan dampaknya di PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. Fokus Laporan Magang ini antara lain untuk memberikan laporan aktivitas magang selama tiga bulan, dan juga untuk mengeksplor pandangan pekerja lini depan terhadap emosi pekerja; untuk membahas pengaruh emosi pekerja terhadap kelelahan kerja, tingkat kepuasan kerja, dan niat untuk meninggalkan pekerjaan; untuk menjelaskan praktik organisasi dalam menunjang pekerja lini depan mereka dalam mengelola stres dan emosi pekerja. Penulis menggunakan metode penelitian kualitatif dengan melakukan wawancara dengan beberapa asisten pelayanan uang tunai, asisten pelayanan nasabah dan penyelia Sumber Daya Cabang. Dan juga observasi langsung dari penulis selama magang di Unit Sumber Daya Manusia PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. Dalam penelitian ini ditemukan bahwa tingkat emosi pekerja lini depan cukup tinggi karena melakukan surface acting. Mereka juga mengalami kelelahan kerja, kurangnya kepuasan kerja, dan pernah berpikir untuk meninggalkan pekerjaan. Kurangnya praktik organisasi terutama dalam hal mengelola stres dan emosi bagi pekerja lini depan.

---

This internship report is intended to explore the emotional labor of frontline employees and its consequences in PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. The focus of this report is to report the internship activities during three months internship program, as well as to explore the perspective of frontline employees towards emotional labor; to examine the implication of emotional labor on job burnout, job satisfaction, and turnover intentions; to examine the organizational practices support their frontline employees. The author uses qualitative research method by conducting interviews with several tellers, customer service officers, and Human Capital Manager. In addition, direct observation was conducted during internship in PT Bank Negara Indonesia, Tbk Kantor Cabang Bekasi. This study found that there is high emotional labor of frontline employees due to perform surface acting. They also experience job burnout, job satisfaction, and they ever thought to leave their current job. However, there is lack of organizational support particularly in managing stress and emotional for frontline employees.

Abstrak :
Penelitian ini bertujuan untuk mengetahui pengaruh emotional labor dan emotional exhaustion terhadap kepuasan kerja dan komitmen organisasional afektif pada flight attendant di perusahaan Garuda Indonesia. Responden penelitian berjumlah 203 flight attendant yang berpusat di Cengkareng. Penelitian ini menggunakan analisis regresi pada SPSS versi 20. Hasil penelitian ini menunjukan bahwa emotional labor secara positif dapat mempengaruhi kepuasan kerja dan komitmen organisasional afektif, sedangkan emotional exhaustion memilki pengaruh negatif terhadap kepuasan kerja dan komitmen organiasasional afektif.

---

This study aims to evaluate the effect of emotional labor and emotional exhaustion toward job satisfaction and affective organization commitment of flight attendants of PT Garuda Indonesia Tbk. 203 flight attendants based in Cengkareng headquarter were involved in this study. The data collected was analyzed by regression method in SPSS version 20th. The results of this study indicate that emotional labor has positive effect toward job satisfaction and affective organization commitment, meanwhile the emotional exhaustion has negative effect toward job satisfaction and affective organizational commitment.

Abstrak :
Terdapat dua tujuan utama dalam penelitian ini, yaitu untuk mengetahui hubungan antara perceived organizational support dengan strategi emotional labor dan mengetahui hubungan antara afek positif dan afek negatif dengan strategi emotional labor. Penelitian berdesain kuantitatif non-eksperimental ini memiliki total partisipan 118 orang dengan karakteristik partisipan merupakan seorang pegawai di sektor industri jasa di wilayah Jabodetabek. Emotional labor diukur dengan menggunakan Emotional Labor Scale (ELS) yang dikembangkan oleh Diefendorff et al. (2005), untuk mengukur perceived organizational support menggunakan survey of perceived organizational support (SPOS) yang dikembangkan oleh Eisenberger et al. (1986), serta untuk mengukur afek menggunakan Positive Affect Negative Affect Scale (PANAS) yang dikembangkan oleh Watson et al. (1988). Hasil penelitian ini menunjukkan bahwa terdapat hubungan yang signifikan antara afek positif dengan deep acting (r = 0,24, p < 0,01), serta afek negatif dengan surface acting (r = 0,26, p < 0,01). Hal ini menandakan bahwa individu yang cenderung mengalami perasaan yang positif seperti merasa bersemangat akan cenderung menampilkan emosinya secara tulus dengan mengubah perasaan yang sebenarnya dirasakan agar sesuai dengan aturan tampilan emosi yang diharapkan organisasi, sedangkan individu yang cenderung mengalami perasaan negatif yang tinggi seperti mudah tersinggung cenderung akan berpura-pura menampilan emosi sesuai dengan aturan tampilan organisasi dengan hanya mengubah gestur atau nada suara tanpa mengubah perasaan yang sebenarnya. Namun, hasil lainnya menunjukkan bahwa tidak terdapat hubungan antara perceived organizational support dengan strategi emotional labor baik berupa surface acting ataupun deep acting. Hal ini berarti baik atau buruknya persepsi yang dimiliki pegawai terhadap dukungan organisasi tidak berhubungan dengan regulasi tampilan emosi seperti apa yang akan ditampilkan. ...... There are two main objectives in this study, the first one is to investigate the relationship between perceived organizational support with the strategy of emotional labor and the second one is to investigate the relationship between positive affect and negative affect with the strategy of emotional labor. This quantitative non-experimental study has total 118 participants with the characteristics of the participants is an employee in the service industry in Jabodetabek area. Emotional labor was measured using the Emotional Labor Scale (ELS) developed by Diefendorff et al. (2005), to measure perceived organizational support used a survey of perceived organizational support (SPOS) developed by Eisenberger et al. (1986), and to measure affect, this study used Positive Affect Negative Affect Scale (PANAS) developed by Watson et al. (1988). The results of this study shows that there is a significant relationship between positive affect and deep acting (r = 0.24, p <0.01), also negative affect and surface acting (r = 0.26, p <0.01). This results indicates that employee who are likely to experience positive feelings such as feelings excited would tend to show emotions sincerely by changing the feelings that are perceived to be in accordance with the rules of emotion expected by organization (display rules), whereas employee who are likely to experience negative feelings such as high irritability tend to faking the display of emotion in order to display emotions that fit with display rules simply by changing the gestures or tone of voice without changing the actual feeling. However, other results shows that there is no relationship between perceived organizational support with emotional labor strategy either surface acting nor deep acting. This results indicates that good or bad employee?s perception of support from their organization is not related to what strategy of emotion regulation that will be displayed.

Abstrak :
Banyak studi sebelumnya yang meneliti hubungan antara emotional labor dan job satisfaction, namun masih sedikit yang membahas terkait peran emotional exhaustion sebagai mediator dalam hubungan tersebut, terutama pada karyawan sales ritel. Penelitian ini bertujuan untuk melihat hubungan emotional labor dan job satisfaction melalui peran mediasi emotional exhaustion. Partisipan penelitian merupakan karyawan sales ritel Jabodetabek yang berjumlah 86 orang. Alat ukur yang digunakan dalam penelitian adalah Job in General, Emotional Labor Scale, dan Maslach Burnout Inventory. Hasil analisis mediasi menunjukkan bahwa emotional exhaustion mampu memediasi hubungan antara surface acting dan job satisfaction, namun tidak menemukan adanya peran mediasi emotional exhaustion dalam hubungan antara deep acting dan job satisfaction. Ini menjelaskan semakin sering karyawan sales ritel menggunakan surface acting maka semakin karyawan akan merasakan emotional exhaustion yang berdampak pada rendahnya tingkat job satisfaction. Tetapi strategi deep acting yang digunakan karyawan, tidak terbukti memiliki pengaruh terhadap emotional exhaustion, sehingga faktor tersebut tidak dapat berperan sebagai mediator dalam hubungan antara emotional labor dan job satisfaction.

---

Many studies have discussed the relationship between emotional labor and job satisfaction, but only few have discussed the role of emotional exhaustion as a mediator in this relationship, especially among retail sales person. This study aims to examine the relationship of emotional labor and job satisfaction through the mediation role of emotional exhaustion. Data for this study was collected from 86 retail sales person from Jabodetabek. The instruments that the study used were Job in General, Emotional Labor Scale, and Maslach Burnout Inventory. The mediation analysis showed that emotional exhaustion is able to mediate the relationship between surface acting and job satisfaction. However, there was no mediating role of emotional exhaustion in the relationship between deep acting and job satisfaction. These explain that the more often retail sales person use surface acting, the more he or she will feel emotional exhaustion which result in low level of job satisfaction. But the deep acting strategies that retail sales person used, are not proven to have an influence on emotional exhaustion, so this factor cannot be the mediator in relationship between emotional labor and job satisfaction.

Abstrak :

Penelitian ini bertujuan untuk menguji pengaruh compulsory citizenship behavior, emotional labor dan abusive supervision terhadap work-family conflict dengan emotional exhaustion sebagai mediatornya. Penelitian ini berjenis penelitian kuantitatif dengan desain penelitian konklusif. Metode pengambilan sampel berjenis judgemental sampling. Sejumlah 225 responden karyawan perempuan di Indonesia pada berbagai wilayah dan industri menjadi sampel pada penelitian ini. Metode analisis data yang dipakai pada penelitian ini yaitu CB-SEM yang dioleh menggunakan Lisrel 8.80. Temuan menunjukan bahwa emotional exhaustion berhasil memediasi pengaruh emotional exhaustion terhadap work-family conflict. Akan tetapi emotional exhaustion tidak dapat memediasi pengaruh emotional labor (surface acting dan deep acting) terhadap work-family conflict. Selanjutnya, emotional exhaustion memediasi pengaruh abusive supervision terhadap work-family conflict. Meskipun demikian, sampel yang digunakan terlalu kecil untuk merepresentasikan keseluruhan populasi karyawan perempuan di Indonesia. ......This study aims to examine the effect of compulsory citizenship behavior, emotional labor and abusive supervision on work-family conflict with emotional exhaustion as the mediator. This research is a quantitative research type with a conclusive research design. The sampling method is judgmental sampling. A total of 225 female employee respondents in Indonesia in various regions and industries were sampled in this study. The data analysis method used in this study is CB-SEM which is obtained using Lisrel 8.80. The findings show that emotional exhaustion successfully mediates the effect of emotional exhaustion on work-family conflict. However, emotional exhaustion cannot mediate the effect of emotional labor (surface acting and deep acting) on work-family conflict. Furthermore, emotional exhaustion mediates the effect of abusive supervision on work-family conflict. Nevertheless, the sample used is too small to represent the entire population of female employees in Indonesia.