PERAN EFIKASI DIRI DALAM MEMODERASI PENGARUH KETIDAKSOPANAN OLEH PELANGGAN TERHADAP KELELAHAN EMOSI

Farhana  Lailati Rahmah; Dewi  Syarifah

doi:10.47353/bj.v2i3.135

Authors

Farhana Lailati Rahmah Universitas Airlangga
Dewi Syarifah Universitas Airlangga

DOI:

https://doi.org/10.47353/bj.v2i3.135

Keywords:

ketidaksopanan oleh pelanggan, kelelahan emosi, efikasi diri, karyawan hotel

Abstract

Penelitian ini bertujuan untuk menguji pengaruh ketidaksopanan oleh pelanggan terhadap kelelahan emosi, serta menguji efikasi diri sebagai variabel moderator pada pengaruh ketidaksopanan oleh pelanggan terhadap kelelahan emosi pada karyawan hotel. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei yang terdiri dari 95 partisipan yang berprofesi sebagai karyawan hotel. Teknik analisis yang digunakan adalah regresi linear sederhana dan Moderated Regression Analysis (MRA) menggunakan SPSS versi 25 for Windows. Hasil penelitian menunjukkan bahwa ketidaksopanan oleh pelanggan berpengaruh positif secara signifikan terhadap kelelahan emosi (p=0,000) dan efikasi diri tidak memoderasi pengaruh ketidaksopanan oleh pelanggan terhadap kelelahan emosi pada karyawan hotel (p=0,139).

Downloads

Download data is not yet available.

References

Al-Hawari, M. A., Bani-Melhem, S., & Quratulain, S. (2020). Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience. Journal of Business and Psychology, 35(2), 223–240. https://doi.org/10.1007/s10869-019-09621-2

Alola, U. V., Olugbade, O. A., Avci, T., & Öztüren, A. (2019). Customer Incivility and Employees’ Outcomes in The Hotel: Testing The Mediating Role of Emotional Exhaustion. Tourism Management Perspectives, 29(July 2018), 9–17. https://doi.org/10.1016/j.tmp.2018.10.004

Alola, U. V., Avcı, T., & Öztüren, A. (2020). The Nexus of Workplace Incivility and Emotional Exhaustion in Hotel Industry. Journal of Public Affairs, 21(3), 1–16. https://doi.org/10.1002/pa.2236

Andersson, L. M., & Pearson, C. M. (1999). Tit For Tat? The Spiraling Effect of Incivility in The Workplace. Total Quality Science, 24(3), 452–471. https://doi.org/10.17929/tqs.2.105

Antolis, W. A., Idris, & Kornelius, Y. (2021). Implikasi Kecerdasan Emosional Dan Motivasi Terhadap Kinerja Karyawan PT Palu Golden Hotel. Jurnal Ilmu Manajemen Univeritas Tadulako, 7(3), 300–309.

Bakker, A. B., & Demerouti, E. (2007). The Job Demands-Resources model: State of The Art. Journal of Managerial Psychology, 22(3), 309–328. https://doi.org/10.1108/02683940710733115

Bandura, A. (1997). Self-Efficacy: The Exercise of Control. W. H. Freeman & Company. https://doi.org/10.1891/0889-8391.13.2.158

Cheng, B., Guo, G., Tian, J., & Shaalan, A. (2020). Customer Incivility and Service Sabotage in the Hotel Industry. International Journal of Contemporary Hospitality Management, 32(5), 1737–1754. https://doi.org/10.1108/IJCHM-06-2019-0545

Cho, M., Bonn, M. A., Han, S. J., & Lee, K. H. (2016). Workplace Incivility and Its Effect Upon Restaurant Frontline Service Employee Emotions and Service Performance. International Journal of Contemporary Hospitality Management, 28(12), 2888–2912. https://doi.org/10.1108/IJCHM-04-2015-0205

Fida, R., Laschinger, H. K. S., & Leiter, M. P. (2018). The Protective Role of Self-Efficacy Against Workplace Incivility and Burnout in Nursing: A time-Lagged Study. Health Care Management Review, 43(1), 21–29. https://doi.org/10.1097/HMR.0000000000000126

Handayani, R. I., Sutrisno, & Iswoyo, S. (2014). Pengaruh Kecerdasan Emosional dan Kecerdasan Spiritual Terhadap Kinerja Karyawan Pada Hotel Ijen View. Artikel Ilmiah Hasil Penelitian Mahasiswa UNEJ, 1–15.

Hermawan, H., Brahmanto, E., & Hamzah, F. (2018). Pengantar Manajemen Hospitality. PT Nasya Expanding Management.

Hobfoll, S. E. (1989). Conservation of Resources: A New Attempt at Conceptualizing Stress. American Psychologist, 44(3), 513–524. https://doi.org/10.1037/0003-066X.44.3.513

Hur, W.-M., Moon, T., & Jun, J.-K. (2016). The Effect of Workplace Incivility on Service Employee Creativity: The Mediating Role of Emotional Exhaustion and Intrinsic Motivation. Journal of Services Marketing, 30(3), 302–315. https://doi.org/10.1108/jsm-10-2014-0342

Hur, W.-M., Moon, T. W., & Han, S.-J. (2015). The Effect of Customer Incivility On Service Employees’ Customer Orientation Through Double-Mediation of Surface Acting and Emotional Exhaustion. Journal of Service Theory and Practice, 25(4), 394–413.

Karatepe, O. M. (2013). The Effects of Work Overload and Work-Family Conflict on Job Embeddedness and Job Performance: The Mediation of Emotional Exhaustion. International Journal of Contemporary Hospitality Management, 25(4), 614–634. https://doi.org/10.1108/09596111311322952

Karatepe, O. M., Kim, T. T., & Lee, G. (2019). Is Political Skill Really an Antidote in the Workplace Incivility-Emotional Exhaustion and Outcome Relationship in The Hotel Industry? Journal of Hospitality and Tourism Management, 40(October 2018), 40–49. https://doi.org/10.1016/j.jhtm.2019.06.001

Karatepe, O. M., & Olugbade, O. A. (2009). The Effects of Job and Personal Resources on Hotel Employees’ Work Engagement. International Journal of Hospitality Management, 28(4), 504–512. https://doi.org/10.1016/j.ijhm.2009.02.003

Kim, H., & Qu, H. (2019). Employees’ Burnout and Emotional Intelligence as Mediator and Moderator in the Negative Spiral of Incivility. International Journal of Contemporary Hospitality Management, 31(3), 1412–1431. https://doi.org/10.1108/IJCHM-12-2017-0794

Lee, J. H. (Jay), & Ok, C. M. (2014). Understanding Hotel Employees’ Service Sabotage: Emotional Labor Perspective Based on Conservation of Resources Theory. International Journal of Hospitality Management, 36, 176–187. https://doi.org/10.1016/j.ijhm.2013.08.014

Maslach, C., & Jackson, S. E. (1981). The Measurement of Experienced Burnout. Journal of Occupational Behavior, 2(2), 99–113. https://doi.org/10.1002/job.4030020205

Neuman, W. L. (2007). Basics of Social Research (2nd ed). Pearson Education, Inc.

Neuman, W. L. (2014). Social Research Methods: Qualitative and Quantitative Approaches. In Teaching Sociology (Vol. 30, Issue 3). https://doi.org/10.2307/3211488

Putri, T. A. (2019). Gambaran Psikososial di Tempat Kerja pada Karyawan Hotel Aston Makassar. UIN Alauddin Makassar.

Rhee, S. Y., Hur, W. M., & Kim, M. (2017). The Relationship of Coworker Incivility to Job Performance and the Moderating Role of Self-Efficacy and Compassion at Work: The Job Demands-Resources (JD-R) Approach. Journal of Business and Psychology, 32(6), 711–726. https://doi.org/10.1007/s10869-016-9469-2

Sakurai, K., & Jex, S. M. (2012). Coworker Incivility and Incivility Targets’ Work Effort and Counterproductive Work Behaviors: The Moderating Role of Supervisor Social Support. Journal of Occupational Health Psychology, 17(2), 150–161. https://doi.org/10.1037/a0027350

Stajkovic, A. D., & Luthans, F. (1998). Self-efficacy and Work-Related Performance: A Meta-Analysis. Psychological Bulletin, 124(2), 240–261.

Sugiyono. (2013). Metode Penelitian Kuantitatif, Kualitatif, Dan R&D. Alfabeta.

Szczygiel, D. D., & Bazinska, R. (2021). Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model. Frontiers in Psychology, 11, 1–15. https://doi.org/10.3389/fpsyg.2020.506085

Tiarapuspa, T., & Riani, G. N. (2018). Efek Insivilitas Pelanggan, Penyelia Dan Karyawan Terhadap Exhaustion Emosional. Jurnal Manajemen Dan Pemasaran Jasa, 11(1), 21–36. https://doi.org/10.25105/jmpj.v11i1.2528

Tong, J., Chong, S. H., & Johnson, R. E. (2019). The Indirect Relations of Workplace Incivility With Emotional Exhaustion and Supportive Behaviors Via Self-Blame: The Moderating Roles of Observed Incivility and Trait Emotional Control. Journal of Organizational Behavior, 1–16. https://doi.org/10.1002/job.2399

Widyasari, A. (2021). Pengaruh Work Overload Terhadap Job Embeddedness Yang Dimediasi Oleh Emotional Exhaustion (Case Study di Hotel Aria Gajayana Malang). In Ir-perpustakaan Universitas AIRLANGGA. Universitas Airlangga.

Yosanti, F., & Kasmita. (2020). Pengaruh Burnout Terhadap Kinerja Karyawan Hotel Crowne Plaza Bandung. Jurnal Kajian Pariwisata Dan Bisnis Perhotelan, 0–3.