Jurnal Manajemen dan Pemasaran Jasa
Vol. 14 No. 1 (2021): MARET

Emotional labor as the underlying mechanism in the relationship between emotional stability and affective commitment: A study in the hospitality industry

Siwa Kantha Subhiksa (Faculty of Psychology, Universitas Indonesia, Indonesia)
Debora Eflina Purba (Faculty of Psychology, Universitas Indonesia, Indonesia)

Article Info

Publish Date
06 Apr 2021

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.

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Journal Info
Jurnal Manajemen dan Pemasaran Jasa
Website

Abbrev

jasa

Publisher

Universitas Trisakti

Subject

Economics, Econometrics & Finance

Description

Jurnal Manajemen dan Pemasaran Jasa is a peer reviewed and open access journal published by Lembaga Penerbit Fakultas Ekonomi dan Bisnis (LPFEB). This journal receives an original research paper and review paper which suitable with focus and ...