Pengaruh emotional intelligence terhadap emotional labor pada karyawan yang bekerja di restoran kota Manado

Kowaas, Raquella Petra Dominique Benedicta (2022) Pengaruh emotional intelligence terhadap emotional labor pada karyawan yang bekerja di restoran kota Manado. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (23kB)
	Text (Abstract) Abstract.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (176kB)
	Text (ToC) ToC.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (53kB)
	Text (Journal) Journal.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (503kB)
	Text (Bibliography) Bibliography.pdf.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (130kB)
	Text (Appendices) Appendices.pdf.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)

Abstract

Restaurant waiters often face pressure when practicing emotional labor in carrying out their responsibilities to serve existing customers. Emotional intelligence is considered to be a determining factor in the ability and quality of restaurant waiters in emotional labor practice by looking at the correlation and significance of the influence of emotional intelligence on emotional labor practices. This study will see the results of a simple linear regression test using a non-probability sampling method in the form of purposive sampling and managed to get respondents of 61 respondents who are restaurant waiters in Manado with an age range of 20-40 years. This research was conducted quantitatively using measuring tools in the form of Emotional intelligence Inventory and Emotional labor Scale. The results that can be concluded in this study in the form of a significant influence between emotional intelligence variables to emotional labor and researchers get the unique result that emotional intelligence variables have a significant positive correlation to both dimensions of surface acting and deep acting./ Pelayan restoran kerapkali menghadapi tekanan saat mempraktekkan emotional labor dalam menjalankan tanggung jawabnya melayani para pelanggan yang ada. Emotional intelligence dinilai dapat menjadi faktor penentu kemampuan dan kualitas para pelayan restoran dalam praktek emotional labor dengan melihat korelasi dan signifikansi pengaruh emotional intelligence terhadap praktek emotional labor. Penelitian ini hendak melihat hasil uji regresi linear sederhana dengan menggunakan metode non-probability sampling berupa purposive sampling dan berhasil mendapatkan responden sejumlah 61 responden yang merupakan pelayan restoran di Manado dengan rentang usia 20-40 tahun. Penelitian ini dilakukan secara kuantitatif dengan menggunakan alat ukur berupa emotional intelligence inventory serta emotional labor scale. Hasil yang dapat disimpulkan dalam penelitian ini berupa terdapat pengaruh yang signifikan antara variabel emotional intelligence terhadap emotional labor serta peneliti mendapatkan hasil yang unik bahwa variabel emotional intelligence memiliki korelasi signifikan yang positifterhadap kedua dimensi surface acting dan deep acting.

Actions (login required)

View Item