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Paper Presentation - Human Resources
1) The document discusses a study on the antecedents (emotional labor) and consequences (turnover intent) of job stress in the foodservice industry, with emotional dissonance and job stress as mediating factors. 2) The study found that emotional labor leads to increased emotional dissonance and job stress. Job stress was also found to increase turnover intent. However, emotional dissonance was not found to increase turnover intent. 3) The implications discussed include implementing human resource programs like stress control training, counseling, and periodic emotional labor assessments to help mitigate the negative impacts of emotional labor.
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Similar to Paper Presentation - Human Resources
Paper Presentation - Human Resources
- 1. ANTECEDENTS AND CONSEQUENCESOF EMPLOYEES’ JOB STRESS IN A FOODSERVICE INDUSTRY : FOCUSED ON EMOTIONAL LABOR AND TURNOVER INTENT Carrine Kezia Aulia : 102183022
- 2. OUTLINE Introduction LiteratureReview Methodology Result Conclusions and Implications
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- 5. 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 LABOR Requirement of a job that employees display required emotions toward customer or other EMOTIONAL LABOR Requirement of a job that employees display required emotions toward customer or other
- 6. 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
- 7. INTRODUCTION This studyconsidered : The antecedents (emotional labor) The consequences (turnover intent) Mediate by job stress and emotional dissonance
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- 10. METHODOLOGY - framework Emotional Labor Emotional Labor Emotional Dissonance Emotional Dissonance JobStressJob Stress Turnover IntentTurnover Intent H1 H2 H3 H4 H5
- 11. METHODOLOGY – datacollection Five ranked family-style restaurants in Korea. (in terms of sales, 2011) 338 questionnaires
- 12. METHODOLOGY – datacollection 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.
- 13. 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)
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- 15. RESULT Reliability Validity CFA NFI = .901
- 16. SEM NOTSIGNIFICANT NOT SIGNIFICANT H1 H2 H3 H4 H5
- 17. RESULT SEM : Test the mediating effect of Emotional Dissonance & Job Stress Baron and Kenny (1986) : partial mediation < full mediation
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- 20. Employee of foodservice perceive emotional dissonance through the emotional labor in their job situation H1 | EMOTIONAL LABOR > EMOTIONAL DISSONANCEH1 | EMOTIONAL LABOR > EMOTIONAL DISSONANCE H1
- 21. H1 In case ofservice 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
- 22. H1 H2 H3 | EMOTIONALLABOR > TURNOVER INTENTH3 | EMOTIONAL LABOR > TURNOVER INTENT Increased mental and physical exhaustion can contribute to an increase in turnover intent H3
- 23. H1 H2 H3 H4 | EMOTIONALDISSONANCE > TURNOVER INTENTH4 | EMOTIONAL DISSONANCE > TURNOVER INTENT H4
- 24. H1 H2 H3 H4 H5 | JOBSTRESS > 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
- 25. IMPLICATIONS Human resource system Effective Stress Control Education & training Counseling center Emotional labor checklist periodically
- 26. LIMITATIONS Subject Organizationalculture Re-model Personal variables Negative effect of emotional Labor
- 27.
Editor's Notes
- #25 Employees were under mental stress when they were experiencing emotional labor in their duties and this stress had partial mediating effect of leading to turnover intent
- #26 The largest influence on employee turnover is emotional labor, some programs ……………………. should be held to improve employees’ work and emotional balance