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All Journal DIJB (Diponegoro International Journal of Business)
Devi Intan Satyaningrum
Universitas Diponegoro
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Relationship between emotional labor, work stress, employee creativity, and turnover intention: study on Indonesian bank frontliners Devi Intan Satyaningrum; Indi Djastuti
Diponegoro International Journal of Business Vol 3, No 1 (2020)
Publisher : Department of Management | Faculty of Economics and Business | Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/dijb.3.1.2020.1-16

Abstract

This study examines the effects of emotional labor on work stress, employee creativity and turnover intention, and examines the role of work stress as a mediator. The study was conducted in a limited way to the 90 employees of the Semarang branch of the BTN bank frontliners. The analysis using SEM PLS suggested that emotional labor had a positive effect on work stress and turnover intention but was not significant on employee creativity. Furthermore, work stress has a negative effect on employee creativity and a positive effect on turnover intention, and in this study proves that work stress mediated the influence of emotional labor on employee creativity and on turnover intention.
Co-Authors Indi Djastuti