Job satisfaction through the perspective of emotional labor

IF 2.5 4区 计算机科学 Q2 COMPUTER SCIENCE, CYBERNETICS Kybernetes Pub Date : 2024-04-19 DOI:10.1108/k-07-2023-1288
Desynta Rahmawati Gunawan, Anis Eliyana, Rachmawati Dewi Anggraini, Andika Setia Pratama, Zukhruf Febrianto, Marziah Zahar
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Abstract

Purpose

This study explores how emotional intelligence, customer orientation, deep acting and surface acting influence job satisfaction among middle managers in their interactions with customers, colleagues and business partners. By examining these factors, we aim to provide insights into their collective impact on job satisfaction and interpersonal dynamics within organizational contexts.

Design/methodology/approach

By involving 95 middle managers at Indonesian Internet service providers as respondents, this research used a questionnaire to collect data. Next, the data were analyzed using the partial least square-structural equation modeling (PLS-SEM) technique, which evaluated measurement models and structural models. A total of twelve hypotheses were tested in this study.

Findings

This study found that customer orientation does not have a significant effect on deep acting, thereby nullifying its indirect effect on job satisfaction. Conversely, it's demonstrated that both deep acting and surface acting serve as partial mediators in the relationship between emotional intelligence and job satisfaction. Furthermore, surface acting emerges as a partial mediator in the connection between customer orientation and job satisfaction.

Originality/value

By exploring the relationship between customer orientation, emotional intelligence and job satisfaction among employees, this study seeks to reveal novel insights. The study examines the impact of these critical elements, which are necessary for middle managers to effectively manage their emotions and cultivate significant connections, on their overall job satisfaction and interpersonal dynamics in their diverse responsibilities.

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从情感劳动的角度看工作满意度
目的 本研究探讨了中层管理人员在与客户、同事和业务伙伴互动时,情商、客户导向、深层行为和表层行为如何影响他们的工作满意度。通过研究这些因素,我们希望深入了解它们对工作满意度和组织内人际关系动态的共同影响。设计/方法/途径本研究采用问卷调查的方式收集数据,受访者包括印度尼西亚互联网服务提供商的 95 名中层管理人员。然后,使用偏最小二乘法-结构方程建模(PLS-SEM)技术对数据进行分析,评估测量模型和结构模型。本研究共测试了十二个假设。研究结果本研究发现,客户导向对深度行动没有显著影响,从而抵消了其对工作满意度的间接影响。相反,深度行为和表面行为在情商与工作满意度之间的关系中起到了部分中介作用。此外,表面行为在客户导向与工作满意度之间的关系中也起到了部分中介作用。原创性/价值通过探讨客户导向、情绪智力和员工工作满意度之间的关系,本研究试图揭示新的见解。这些关键要素是中层管理者有效管理情绪和培养重要联系的必要条件,本研究探讨了这些要素对中层管理者的整体工作满意度和在履行不同职责时的人际动态的影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Kybernetes
Kybernetes 工程技术-计算机:控制论
CiteScore
4.90
自引率
16.00%
发文量
237
审稿时长
4.3 months
期刊介绍: Kybernetes is the official journal of the UNESCO recognized World Organisation of Systems and Cybernetics (WOSC), and The Cybernetics Society. The journal is an important forum for the exchange of knowledge and information among all those who are interested in cybernetics and systems thinking. It is devoted to improvement in the understanding of human, social, organizational, technological and sustainable aspects of society and their interdependencies. It encourages consideration of a range of theories, methodologies and approaches, and their transdisciplinary links. The spirit of the journal comes from Norbert Wiener''s understanding of cybernetics as "The Human Use of Human Beings." Hence, Kybernetes strives for examination and analysis, based on a systemic frame of reference, of burning issues of ecosystems, society, organizations, businesses and human behavior.
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