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All Journal International Journal of Applied Business and International Management
ER Ummi Kalsum
Polteknik Pariwisata NHI Bandung
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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When Workload Meets Emotional Labor: Service Performance in Hotel Rooms Division ER Ummi Kalsum; Ananta Budhi Danurdara; Anwari Masatip
International Journal of Applied Business and International Management Vol 10, No 3 (2025): December 2025
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijabim.v10i3.4607

Abstract

Employees in hotel rooms division operate under high operational pressure while maintaining continuous interaction with guests, making workload and emotional labor critical determinants of service performance. This study examines how workload and emotional labor influence service performance through job satisfaction among front office and housekeeping employees in Indonesian hotels. Grounded in the Job Demands–Resources framework, a quantitative approach was employed using survey data from 238 employees, analyzed with Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that workload and emotional labor have negative and significant effects on both service performance and job satisfaction. Workload demonstrates a stronger effect compared to emotional labor, indicating that operational pressure functions as the primary constraint in rooms division work. Job satisfaction has a positive and significant effect on service performance and represents the strongest predictor in the model. Furthermore, job satisfaction partially mediates the relationships between job demands and service performance, indicating that performance is shaped by both direct operational constraints and employees’ psychological responses. These findings highlight the importance of integrating operational and emotional demands in managing service performance in hotel rooms division
Co-Authors Anwari Masatip Danudara, Ananta Budhi