Effect of Customer Orientation Attitude on Emotional Exhaustion Through Mediation of Surface Acting
- 10.2991/aebmr.k.200520.029How to use a DOI?
- customer orientation attitude, surface acting, emotional exhaustion
This study explores the relationship between customer orientation attitude, surface acting and employee exhaustion in the restaurant industry. The research method uses laboratory experiments, which are data collection techniques using a questionnaire with a case scenario of emotional exhaustion employes. A questionnaire was distributed to 190 economics faculty students department of management. The structural equation model (SEM) is then applied for data analysis. The results showed that customer orientation attitude was significantly related to surface acting in the restaurant industry. Surface acting variables cannot mediate the relationship between customer orientation attitude and emotional exhaustion. and surface acting has a significant impact on emotional exhaustion. Based on these findings, theoretical and practical implications are provided, as well as limitations and research recommendations for future studies.
- © 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 - Effed Darta AU - Ferry Tema Atmaja AU - Sularsih Anggarawati AU - Akram Harmoni Wiardi AU - M Yasser Iqbal Daulay AU - Bella Salsabillah Afazein PY - 2020 DA - 2020/05/23 TI - Effect of Customer Orientation Attitude on Emotional Exhaustion Through Mediation of Surface Acting BT - Proceedings of the 5th Sriwijaya Economics, Accounting, and Business Conference (SEABC 2019) PB - Atlantis Press SP - 173 EP - 177 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.200520.029 DO - 10.2991/aebmr.k.200520.029 ID - Darta2020 ER -