ABSTRAK
Karyawan seringkali melakukan emotional labor saat berinteraksi dengan pelanggan.Penelitian ini bertujuan untuk meneliti hubungan antara emotional labor dengankepuasan karyawan dimana positive affective delivery berperan sebagai mediasinyadan extraversion berperan sebagai salah satu moderator dalam emotional labor. Hasildari penelitian ini menunjukkan tidak adanya hubungan antara surface acting dandeep acting pada kepuasan karyawan dan positive affective delivery. Namunpenemuan menunjukkan bahwa terdapat hubungan positif antara expression ofnaturally felt emotions terhadap kepuasan karyawan dan positive affective delivery.Penelitian ini juga merupakan penelitian pertama yang menemukan hubungan positifantara positive affective delivery dengan kepuasan karyawan.

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ABSTRACT
Service employees frequently engage in emotional labor while interacting withcustomers. This current research aims to examine the relationship between emotionallabor with employee job satisfaction with positive affective delivery as the mediationand extraversion serves as one of the moderator in emotional labor. The results showinsignificant relationship between surface acting and deep acting with employee jobsatisfaction and positive affective delivery. However, the result shows positiverelationship between expression of naturally felt emotions with employee jobsatisfaction and positive affective delivery. Moreover, this research is the first tofound positive relationship between positive affective delivery with employee jobsatisfaction.