Nadya, Gissella and Munawaroh, Munawaroh (2020) The Impact of Emotional Labor Towards Customer Relations of Wedding Organizer’s Burnout in The Jakarta Area. Bachelor thesis, Swiss German University.

Preview	Text Gissella Nadya 11603030-TOC.pdf Download (1MB) | Preview
	Text Gissella Nadya 11603030-1.pdf Restricted to Registered users only Download (1MB)
	Text Gissella Nadya 11603030-2.pdf Restricted to Registered users only Download (4MB)
	Text Gissella Nadya 11603030-3.pdf Restricted to Registered users only Download (3MB)
	Text Gissella Nadya 11603030-4.pdf Restricted to Registered users only Download (6MB)
	Text Gissella Nadya 11603030-5.pdf Restricted to Registered users only Download (573kB)
Preview	Text Gissella Nadya 11603030-Ref.pdf Download (1MB) | Preview

Abstract

One of the most basic things a human could do is to feel, and experience emotions. And as life aspects cannot be separated from work aspects, humans, in this case, employees, may feel a certain emotion during their day at work. But what would happen if employees are ‘forced’ to always looks happy or mournful or neutral for the organization’s success? This situation is described as emotional labor and it happened for all types of occupations, especially those focusing on providing services. Wedding planners must always look happy when planning the clients’ wedding, despite having bridezilla as a client. Having these emotional discrepancies may cause emotional problems or stress at work and prolonged stress that cannot be handled also known as burnout. The purpose of this research is to see whether emotional labor and its strategies did in fact have a significant relationship with burnout amongst customer relations of wedding organizers in the Jakarta area. 115 respondents who work within the Wedding Industry were obtained. Through processing the data using SPSS, the results found that there is a negative significant relationship between deep acting and burnout, a positive significant relationship between surface acting and burnout, but no impact of emotional labor towards burnout amongst wedding planners who based in Jakarta area.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Emotional Labor; Surface Acting; Deep Acting; Burnout
Subjects:	B Philosophy. Psychology. Religion > BF Psychology > BF713 Developmental psychology and motivation H Social Sciences > HF Commerce > HF5415.5 Customer relations--Management H Social Sciences > HF Commerce > HF5549 Personnel management T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Faisal Ifzaldi
Date Deposited:	02 Nov 2020 14:09
Last Modified:	02 Nov 2020 14:09
URI:	http://repository.sgu.ac.id/id/eprint/1914

Actions (login required)

View Item