paper presentation - human resources
DESCRIPTION
-TRANSCRIPT
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ANTECEDENTS AND CONSEQUENCES OF EMPLOYEES’
JOB STRESS IN A FOODSERVICE INDUSTRY :FOCUSED ON EMOTIONAL LABOR AND TURNOVER INTENT
Carrine Kezia Aulia : 102183022
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OUTLINE
Introduction
Literature Review
Methodology
Result
Conclusions and Implications
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INTRODUCTION
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INTRODUCTION
Service industry Competitiveness of service organization Determines their performance
Emotional Labor -> Important Front-line customer contact point, greeting Positive word-of-mouth, repetitive purchase,
positive corporate evaluation
EMOTIONAL LABORRequirement of a job
that employees
display required emotions
toward customer or other
EMOTIONAL LABORRequirement of a job
that employees
display required emotions
toward customer or other
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INTRODUCTION
Double-edge sword Positive influence upon performance of organization Negative influence upon psychological pressure
Emotional labored group VS non-emotional labored group Worse health condition Lower job satisfaction & self regard
Most of past studies examined emotional labor’s relationship with job satisfaction or performance
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INTRODUCTION
This study considered : The antecedents (emotional labor) The consequences (turnover intent) Mediate by job stress and emotional dissonance
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LITERATURE REVIEW
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HYPOTHESES
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METHODOLOGY - framework
Emotional Labor
Emotional Labor
Emotional DissonanceEmotional
Dissonance
Job StressJob Stress
Turnover IntentTurnover Intent
H1
H2
H3
H4
H5
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METHODOLOGY – data collection
Five ranked family-style restaurants in Korea. (in terms of sales, 2011)
338 questionnaires
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METHODOLOGY – data collection
61.2 % of respondents were 20-29 years of age.
53.8 % had a community college degree.
71.3 % had worked at the current place for less than 5 years.
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METHODOLOGY - instrument Pilot test
Employees’ emotional labor >
Surface acting (4 items)
Deep acting (4 items)
Expression of felt emotion (4 items)
Employees’ emotional dissonance (3 items) >
Job stress ( 4 items) >
Turnover intent (4 items) >
Glomb and Tews (2004)
Diefendorff et al. (2005)
Brotheridge and Lee (1998)
Parker and Decotiis (1983)
Seashore et al. (1982)
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RESULT
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RESULT
Reliability
Validity CFA
NFI = .901
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SEM
NOT SIGNIFICANT
NOT SIGNIFICANT
H1
H2
H3
H4
H5
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RESULT
SEM : Test the mediating effect of Emotional Dissonance & Job Stress
Baron and Kenny (1986) : partial mediation < full mediation
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RESULT
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CONCLUSION &IMPLICATIONS
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Employee of food service perceive emotional dissonance through the emotional labor in their job situation
H1 | EMOTIONAL LABOR > EMOTIONAL DISSONANCEH1 | EMOTIONAL LABOR > EMOTIONAL DISSONANCE
H1
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H1
In case of service jobs that required contact with customer, employees’ making an effort to express the required emotions that are different from actual emotions, significantly make them stress
H2 | EMOTIONAL LABOR > JOB STRESSH2 | EMOTIONAL LABOR > JOB STRESS
H2
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H1
H2
H3 | EMOTIONAL LABOR > TURNOVER INTENTH3 | EMOTIONAL LABOR > TURNOVER INTENT
Increased mental and physical exhaustion can contribute to an increase in turnover intent
H3
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H1
H2
H3
H4 | EMOTIONAL DISSONANCE > TURNOVER INTENTH4 | EMOTIONAL DISSONANCE > TURNOVER INTENT
H4
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H1
H2
H3
H4
H5 | JOB STRESS > TUNROVER INTENTH5 | JOB STRESS > TUNROVER INTENT
Employees were performed emotional labor (-) induces stress
This stress makes the employees feel mental and exhaustion, increasing the employees’ turnover intent
H5
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IMPLICATIONS
Human resource system
Effective Stress Control
Education & training
Counseling center
Emotional labor checklist periodically
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LIMITATIONS
Subject
Organizational culture
Re-model
Personal variables
Negative effect of emotional Labor
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THANKYOU