Paper Presentation - Human Resources

ANTECEDENTS AND CONSEQUENCES OF EMPLOYEES’

JOB STRESS IN A FOODSERVICE INDUSTRY :FOCUSED ON EMOTIONAL LABOR AND TURNOVER INTENT

Carrine Kezia Aulia : 102183022

OUTLINE

Introduction

Literature Review

Methodology

Result

Conclusions and Implications

INTRODUCTION

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

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

INTRODUCTION

This study considered : The antecedents (emotional labor) The consequences (turnover intent) Mediate by job stress and emotional dissonance

LITERATURE REVIEW

HYPOTHESES

METHODOLOGY - framework

Emotional Labor

Emotional Labor

Emotional DissonanceEmotional

Dissonance

Job StressJob Stress

Turnover IntentTurnover Intent

H1

H2

H3

H4

H5

METHODOLOGY – data collection

Five ranked family-style restaurants in Korea. (in terms of sales, 2011)

338 questionnaires

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.

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)

RESULT

RESULT

Reliability

Validity CFA

NFI = .901

SEM

NOT SIGNIFICANT

NOT SIGNIFICANT

H1

H2

H3

H4

H5

RESULT

SEM : Test the mediating effect of Emotional Dissonance & Job Stress

Baron and Kenny (1986) : partial mediation < full mediation

RESULT

CONCLUSION &IMPLICATIONS

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

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

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

H1

H2

H3

H4 | EMOTIONAL DISSONANCE > TURNOVER INTENTH4 | EMOTIONAL DISSONANCE > TURNOVER INTENT

H4

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

IMPLICATIONS

Human resource system

Effective Stress Control

Education & training

Counseling center

Emotional labor checklist periodically

LIMITATIONS

Subject

Organizational culture

Re-model

Personal variables

Negative effect of emotional Labor

THANKYOU