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All Journal Bisnis Net : Jurnal Ekonomi dan Bisnis AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Putri, Efysastiana
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Faktor-Faktor yang Mempengaruhi Withdrawal Behaviors pada Karyawan Perusahaan Jasa di Jakarta Putri, Efysastiana; Berliyanti, Dita Oki
AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Vol. 5 No. 1 (2025): AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmeb.v5i1.1196

Abstract

This study aims to analyze the effects of Surface Acting and Sexual Harassment on Withdrawal Behavior, mediated by Emotional Exhaustion. The respondents consisted of 230 hotel employees in Jakarta, the majority of whom were women aged 18-24 years, with a high school education or equivalent, and work experience ranging from less than 1 year to 5 years. Of the seven hypotheses tested, six were supported, and one was not. The results showed that Sexual Harassment had a positive and significant effect on Withdrawal Behavior, while Surface Acting had no effect on Withdrawal Behavior. Additionally, both Sexual Harassment and Surface Acting had a positive effect on Emotional Exhaustion, which, in turn, impacted Withdrawal Behavior. Emotional Exhaustion was found to be a full mediator in the relationship between Sexual Harassment and Withdrawal Behavior, as well as between Surface Acting and Withdrawal Behavior. These findings highlight the critical role of Emotional Exhaustion in explaining the relationship between workplace stress factors and withdrawal behavior.
PENGARUH EMOTIONAL LABOR SURFACE ACTING, DEEP ACTING, DAN CUSTOMER MISTREATMENT TERHADAP WITHDRAWAL BEHAVIOR DIMEDIASI EMOTIONAL EXHAUSTION PADA KARYAWAN RESTORAN DI JAKARTA Putri, Efysastiana; Adawiyah, Wiwik Robiatul
Bisnis-Net Vol 9, No 1: MEI 2026
Publisher : Universitas Dharmawangsa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46576/bn.v9i1.7345

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh surface acting, deep acting dan customer mistreatment terhadap withdrawal behavior yang dimediasi oleh emotional exhaustion. Penelitian dilakukan dengan menggunakan pendekatan kuantitatif dan metode survei dengan mengambil sampel dari karyawan restoran di wilayah Jakarta Selatan. Rancangan pada penelitian ini dilaksanakan melalui pengujian hipotesis (hypothesis testing). Pengumpulan data berlangsung secara cross-sectional. Data bersifat data primer dan dihimpun dengan menyebarkan kuesioner melalui google form yang diisi oleh 175 karyawan restoran yang diteliti. Teknik pengolahan data yang digunakan mencakup pengujian instrumen seperti uji validitas dan reliabilitas, structural equation modeling (SEM), serta uji statistik deskriptif dengan menggunakan perangkat lunak SPSS dan AMOS. Hasil penelitian menunjukkan bahwa surface acting berpengaruh positif terhadap emotional exhaustion, deep acting berpengaruh negatif terhadap emotional exhaustion, customer mistreatment berpengaruh positif terhadap emotional exhaustion dan emotional exhaustion berpengaruh positif terhadap withdrawal behavior. Selain itu, emotional exhaustion mampu memediasi pengaruh surface acting, deep acting dan customer mistreatment terhadap withdrawal behavior. Manajemen perlu memberikan pelatihan emotional intelligence untuk membantu karyawan dalam mengelola emosi sendiri dan orang lain menjadi lebih baik.
Co-Authors Adawiyah, Wiwik Robiatul Berliyanti, Dita Oki