Effects of Emotional Labor, Organizational Support, and Job Satisfaction on Turnover Intention

DOI

10.2991/aebmr.k.200520.017How to use a DOI?

Keywords

emotional labor, organizational support, job satisfaction, turnover intention

Abstract

Emotional labor is an emotional management strategy carried out by employees who interact face to face or communicate directly with customers. This topic is crucial when emotional labor affects the work results of both individual and company performances. Job satisfaction and turnover intentions are two important things affected by emotional labor (surface acting and deep acting). In addition to emotional labor, job satisfaction and turnover intentions can also be affected by employees’ perceived of organizational support. This research was conducted to examine the mediation effects on the relationship between emotional labor and turnover intentions and the relationship between employees’ perceived of organizational support and turnover intentions. By analyzing data on 152 frontline employees of X Bank of Bekasi branch office, it was revealed that job satisfaction only mediated total relationship between deep acting and turnover intentions, and mediated partial relationship between perceived of organizational support and turnover intentions. Considering that this research was limited to the scope of X Bank of Bekasi branch office, a wider sampling can be suggested for future research so that the research findings can be generalized more broadly.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Slamet Widodo
AU  - Naila Failasufa
AU  - Fahrudin JS Pareke
AU  - Gerry Suryosukmono
AU  - Paulus Suluk Kananlua
AU  - Trisna Murni
PY  - 2020
DA  - 2020/05/23
TI  - Effects of Emotional Labor, Organizational Support, and Job Satisfaction on Turnover Intention
BT  - Proceedings of the 5th Sriwijaya Economics, Accounting, and Business Conference (SEABC 2019)
PB  - Atlantis Press
SP  - 92
EP  - 100
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200520.017
DO  - 10.2991/aebmr.k.200520.017
ID  - Widodo2020
ER  -