Effects of Emotional Labor, Organizational Support, and Job Satisfaction on Turnover Intention
- 10.2991/aebmr.k.200520.017How to use a DOI?
- emotional labor, organizational support, job satisfaction, turnover intention
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.
- © 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/).
Cite this article
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 -