Efek Insivilitas Pelanggan, Penyelia Dan Karyawan Terhadap Exhaustion Emosional

Abstract

<p><em>This research aims to analyze the workplace incivility </em><em>that is caused by customer, supervisor, and coworker and how it effects their emotional exhaustion. The object of this sample is frontline employees of casual restaurants in Jakarta. To test the hypotheses, this study distributes 170 survey questionners. Among these, 21 questionners were excluded because of incomplete responses. A total 149 survey questioners were analyzed by using the method of Structural Equation Model (SEM). The result shows that only coworker incivility significantly increases the frontline employees’ emotional exhaustion. Further research can take another sample from different service industry.</em></p>

The Effects of Work Passion, Work Engagement and Job Satisfaction on Turn Over Intention of the Millennial Generation

“…Researchers assume employees who feel their work cannot meet their needs, do not like their current working conditions, then the employee will have a tendency to quit their job. Disappointment with the treatment of co-workers is also one of the causes of a person's dissatisfaction with the company, which in turn can bring emotions that can be released to the company in the form of the intention to change jobs (Tiarapuspa & Riani, 2018). These results are consistent with previous studies that found a negative relationship between voluntary turnover and job satisfaction (Booth & Hamer, 2007).…”

Peran Regulasi Emosi dalam Memoderasi Pengaruh Customer Incivility terhadap Kelelahan Emosinal Pada Frontliner Bank

“…(1986). Skala ini diadaptasi dari Tiarapuspa & Riani (2018) yang selanjutnya dimodifikasi sesuai dengan konteks dan subjek penelitian. Alat ukur ini memiliki enam buah aitem dengan lima poin skala likert (1 = Sangat tidak sesuai, 2 = Tidak sesuai, 3 = Cukup sesuai, 4 = Sesuai, 5 = Sangat sesuai).…”