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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 :
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.

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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 :
Karyawan lini depan menghadapi tuntutan tampilan ekspresi emosi spesifik yang telah ditentukan oleh perusahaan selama berinteraksi dengan pelanggan secara langsung. Emosi yang sebenarnya dirasakan tidak selalu sejalan dengan emosi yang harus ditampilkan sehingga karyawan perlu menerapkan strategi emotional labor yaitu surface acting maupun deep acting. Penggunaan strategi emotional labor dapat menimbulkan dampak positif maupun negatif terhadap performa kerja individu. Penelitian ini dilakukan untuk melihat hubungan antara strategi emotional labor berupa surface acting dan deep acting dengan performa kerja yang terbagi atas task performance, contextual performance, dan counterproductive work behavior. Sebanyak 90 karyawan sales retail Jabodetabek mengisi kuesioner yang berisi alat ukur emotional labor dari Diefendorff, Croyle, dan Gosserand (2005) dan Individual Work Performance Questionnaire (IWPQ). Hasil analisis korelasi menemukan bahwa strategi surface acting secara signifikan berhubungan positif dengan counterproductive work behavior (r=0.314, p<0.01) dan strategi deep acting berhubungan signifikan positif dengan contextual performannce (r=0.114, p<0.05) pada karyawan sales retail. ...... Frontline employees face the display rules when interacting with customers as to meet organizationally desired outcomes. They have to regulate their emotions in a situation where felt emotions are incongruent with the display rules through emotional labor strategy by using surface or deep acting. The use of emotional labor strategy impacts employee’s job performance positively and negatively. The purpose of this study was to examine the relationship between surface acting and deep acting with task performance, contextual performance, and counterproductive work behavior in retail sales workers. A total of 90 Jabodetabek retail sales workers completed a questionnaire that includes emotional labor scale from Diefendorff, Croyle, dan Gosserand (2005) and Individual Work Performance Questionnaire (IWPQ). The result found that surface acting was significantly correlated with counterproductive work behavior ((r=0.314, p<0.01) while deep acting was significantly correlated with contextual performance (r=0.114, p<0.05).

Abstrak :
Dalam lingkup organisasi, kinerja menjadi topik yang penting untuk diteliti karena perannya yang krusial bagi masa depan dan keberlangsungan organisasi. Pada pramuniaga, khususnya kinerja tugas, dianggap sebagai aspek yang paling penting dan berpengaruh dalam menilai performanya. Disamping itu, kerja emosional diketahui sebagai aturan tampilan yang banyak dijumpai pada pekerja lini depan seperti karyawan pramuniaga. Sehingga penelitian ini berusaha untuk melihat hubungan antara kerja emosional dan kinerja tugas, namun melalui peran mediasi dari kelelahan emosional. Penelitian ini mengambil partisipan sebanyak 58 orang yang bekerja sebagai pramuniaga pada industri ritel. Tiga Instrumen yang digunakan dalam penelitian ini adalah Emotional Labor Scale (ELS), Maslach Burnout Inventory (MBI), dan Individual Work Performance Scale (IWPS). Hasil penelitian menunjukkan bahwa kelelahan emosional tidak memediasi hubungan antara kerja emosional (akting permukaan dan akting mendalam) dengan kinerja tugas. Namun ditemukan bahwa penggunaan strategi akting permukaan mampu membuat karyawan pramuniaga ritel mengalami tingkat kelelahan yang lebih tinggi karena hubungannya yang signifikan dan positif. ......Within the scope of the organization, performance is an important topic to be researched because of the facts that are crucial for the future and sustainability of the organization. To salesperson task performance are considered the most important and influential aspect in assessing their performance. In addition, emotional labor is known to be a display rule that is often found in front-line workers such as salesperson. So this study seeks to examine the relationship between emotional labor and task performance, through the mediating role of emotional exhaustion. This study collected data from 58 participants who work as salesperson in the retail industry. The three instruments used in this study were the Emotional Labor Scale (ELS), the Maslach Burnout Inventory (MBI), and the Individual Work Performance Scale (IWPS). The results showed that emotional exhaustion did not mediate the relationship between emotional labor (surface acting and deep acting) and task performance. However, the use of surface acting strategy is able to make retail salesperson experience higher exhaustion due to significant and positive relations.