The Consequences of Emotional Labor among Culinary Sector SMEs Employees in Jakarta

Netania Emilisa (), Lidia Wahyuni, Lilis Suhaeni and Oknovia Susanti
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Netania Emilisa: Universitas Trisakti, Department of Management, Faculty of Economics and Business
Lidia Wahyuni: Universitas Trisakti, Department of Management, Faculty of Economics and Business
Lilis Suhaeni: Universitas Trisakti, Department of Management, Faculty of Economics and Business
Oknovia Susanti: Universitas Andalas, Department of Mechanical Engineering, Faculty of Engineering

A chapter in Proceedings of the International Conference on Entrepreneurship, Leadership and Business Innovation (ICELBI 2022), 2023, pp 487-495 from Springer

Abstract: Abstract This study aimed to analyze the effect of Surface Acting and Deep Acting on Job Satisfaction and the effect of Job Satisfaction on Turnover Intentions and Organizational Commitment in employees from culinary sector SMEs in Jakarta. Data were collected from 150 employees, and the collection technique used in this study was non-probability sampling with the purposive sampling method. The hypothesis test uses a structural equation model (SEM) with AMOS. The results of hypothesis testing in this study indicate a negative influence between Surface Acting on Job Satisfaction, Deep Acting has a positive effect on Job Satisfaction, Job Satisfaction hurts Turnover Intention, and Job Satisfaction has a positive effect on Organizational Commitment. The implication for the manager is to make a more qualified business. Therefore, must continue to increase positive Emotional Labor, namely Deep Acting, continue to reduce Surface Acting, and strive to continue to increase Job Satisfaction among employees to reduce the current turnover rate and continue to increase Organizational Commitment.

Keywords: Surface Acting; Deep Acting; Job Satisfaction; Turnover Intention; Organizational Commitment; SMEs (search for similar items in EconPapers)
Date: 2023
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DOI: 10.2991/978-94-6463-350-4_47

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