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Siwa Kantha Subhiksa
Faculty of Psychology, Universitas Indonesia, Indonesia
Economics, Econometrics & Finance

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Emotional labor as the underlying mechanism in the relationship between emotional stability and affective commitment: A study in the hospitality industry Siwa Kantha Subhiksa; Debora Eflina Purba
Jurnal Manajemen dan Pemasaran Jasa Vol. 14 No. 1 (2021): MARET
Publisher : Lembaga Penerbit Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (230.292 KB) | DOI: 10.25105/jmpj.v14i1.7375

Abstract

This study aims to examine the mediating effects of emotional labor variables, namely emotive effort and dissonance resulting from deep and surface acting strategies, which are based on the relationship between emotional stability and affective commitment. 249 data were obtained from the hospitality industry in major cities in Indonesia and were analyzed using a mediation technique. The results showed that emotive effort mediated the relationship between emotional stability and affective commitment. Furthermore, it was also shown that emotive dissonance did not mediate the relationship between emotional stability and affective commitment.
Co-Authors Debora Eflina Purba