Nagaputri, Maria Alexandra and Garibaldi, Gemala P. (2019) The Impact of Emotional Labor Towards Indonesian Tour Leaders’ Work Engagement (Jakarta Area). Bachelor thesis, Swiss German University.

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Abstract

With their work life in demand of facing various types of people and unpredictable situations, it is without a doubt that the tour leaders are positively associated with emotional labor. An explanatory study had proven that the work of tour leader is filled by emotional labor in every turn. With the high demand of emotional labor, surely it will affect their work engagement. A survey had proven that low work engagement is a worldwide crisis, not only a concern for Indonesia alone. The objective of this research is to find out the impact of emotional labor towards tour leaders‟ work engagement in Jakarta area. This research uses the method of non-probability sampling and a quantitative method. The data collected is processed with SPSS 25, using simple regression method. The questionnaire was completed by 50 tour leaders and the data was processed through validity and reliability test, classical assumption test and hypothesis test. The finding shows that emotional labor indeed impacting work engagement, deep acting did give a positive impact and surface acting did not show any negative impact. This study also provides the management with several suggestions on implementing emotional labor to achieve work engagement within tour leaders.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Emotional Labor ; Surface Acting ; Deep Acting ; Work Engagement; Tour Leaders
Subjects:	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:	Adityatama Ratangga
Date Deposited:	19 May 2020 03:42
Last Modified:	19 May 2020 03:42
URI:	http://repository.sgu.ac.id/id/eprint/475

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