Article Per Year (5 Year)
p-Index From 2021 - 2026
3.208
P-Index
This Author published in this journals
All Journal Tourism & Hospitality Essentials Journal ETNOSIA : Jurnal Etnografi Indonesia Asia-Pacific Management and Business Application Tourism Scientific Journal JEKPEND Jurnal Ekonomi dan Pendidikan Jurnal Terapan Ilmu Ekonomi Manajemen dan Bisnis (JTIEMB) Jurnal Ilmiah Akomodasi Agung Jurnal Sosial Humaniora dan Pendidikan (JUSHPEN) Pusaka : Journal of Tourism, Hospitality, Travel and Business Event International Journal of Applied Business and International Management Media Bina Ilmiah Jurnal Manajemen Kreatif dan Inovasi International Journal of Sustainable Competitiveness on Tourism Majority Science Journal Journal of Tourism, Hospitality and Travel Management (JTHTM) Proceedings International Conference on Marine Tourism and Hospitality Studies
Anwari Masatip
Politeknik Pariwisata NHI Bandung
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

Published : 21 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 21 Documents
Search

 1   2   3 
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 AB, Ahmad Aceng Gima Sugiama Adi Junjunan Mustafa Agus Sudono, Agus Ali Muhtasom Ali Muhtasom Anang Sutono Ananta Budhi Danurdara Andar Danova Lastaripar Goeltom Arief Syaifudin Bambang Sapto Utomo Dalimunthe, Femmy Indriany Dina Rosari Eko Susanto Ellyta Tambunan Eppang, Buntu Marannu ER Ummi Kalsum Ersy Ervina Frengki Simbolon Haryadi Darmawan Herman Herman Herry Rachmat Widjaja Heru Riyadi Islahuddin Islahuddin, Islahuddin Komariah, Nur Lablu Barua Liyushiana, Liyushiana Marciella Elyanta Mila Mardotillah, Mila Muhammad Arfin Muhammad Salim Nova Maulidian Hidayat Priyanto, Wisanggeni Agus Ramadhani, Fitriyanti Rizky Rejeki Situmorang Rini Soemarwoto Riza Taufiq Som, Ahmad Puad Mat Sondjana Ali Suganda Sukmadi Sukmadi Sukmadi Sukmadi, Haryadi Darmawan Sumihar Sebastiana Tamaulina Br Sembiring Tambunan, Ellyta Wisnu Bawa Tarunajaya