Email this article Pengaruh Customer Incivility Terhadap Kondisi Psikologis Karyawan Dengan Supervisor Incivility Sebagai Mediator Pada Industri Perhotelan
Abstract
Dalam industri perhotelan, karyawan frontliner hotel selalu berhubungan dengan pelanggan sebagai bagian dari pekerjaan mereka. Namun, pelanggan dan atasan tidak selalu mendukung karyawan frontliner hotel. Hal ini sering mengakibatkan emosi negatif, seperti marah, takut, dan cemas, yang kemudian memengaruhi kondisi psikologis karyawan frontliner hotel. Penelitian ini bertujuan untuk mengetahui apakah insivilitas pelanggan dan insivilitas supervisor yang bertindak sebagai moderator mengakibatkan gangguan pada kondisi psikologis karyawan frontliner hotel melalui emosi negatif (marah, takut, dan cemas). Data penelitian diambil menggunakan survei kuisioner dengan metode purposive sampling sehingga didapatkan 273 responden dari karyawan frontliner hotel di Indonesia, Malaysia dan Singapura. Metode analisis data yang digunakan adalah metode process bootstrap moderated mediation. Hasil analisis penelitian ini memperlihatkan bahwa insivilitas pelanggan dan insivilitas supervisor dapat mengakibatkan terganggunya kondisi psikologis karyawan frontliner hotel melalui emosi negatif (marah, takut, cemas). Hasil penelitian ini diharapkan dapat mempengaruhi kebijakan manajemen dan memberikan wawasan terkait pengaruh insivilitas pelanggan dengan efek moderasi insivilitas atasan pada kondisi psikologis karyawan frontliner hotel.
Kata kunci: Moderator, Mediator, Psikologis, Pelanggan, Supervisor, Karyawan frontliner hotel
Keywords
Full Text:
PDFReferences
Akella, Devi dan Lewis, Vance Johnson (2019) The Modern Face of Workplace Incivility, Organization Management Journal, 16:2, 55-60, DOI: 10.1080/15416518.2019.1604202
Al-Hawari, M. A., Bani-Melhem, S., dan Quratulain, S. (2019). Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience. Journal of Business and Psychology, 1-18.
Amirullah, F. (2016). Pengaruh Stress Kerja Terhadap Produktivitas Kerja Karyawan pada PT.Trijaya Pratama Futures Makassar. Makassar: Universitas Islam Negeri Alauddin.
Andersson, L.M. and Pearson, C.M. (1999), “Tit for tat? The spiraling effect of incivility in the workplace”, Academy of Management Review, Vol. 24 No. 3, pp. 452-471.
Andrew F. Hayes (2013). Introduction to Mediation, Moderation, and Conditional Process Analysis: A Regression-Based Approach. New York, NY: The Guilford Press.
Anoraga, P. (2006). Psikologi Kerja. Jakarta: PT. Rieneka Cipta.
Aryee.(1999). A Cross-Cultural Test of a Model of the Work-Family Interface. Journal of Management. Vol. 25 No. 6. 491–511.
Aslan, A and Kozak, M (2012) Customer deviance in resort hotels: The case of Turkey. Journal of Hospitality Marketing dan Management 21(6): 679-701.
Ben-Zur, H., dan Yagil, D. (2005). The relationship between empowerment, aggressive behaviours of customers, coping, and burnout. European Journal of work and organizational psychology, 14(1), 81-99.
Cho, M., Bonn, M. A., Han, S. J., dan Lee, K. H. (2016). Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance. International Journal of Contemporary Hospitality Management, 28(12), 2888–2912. https://doi.org/10.1108/IJCHM-04-2015-0205.
Cortina, L.M., Farr, D.K., Leskinen, L.A., Huerta, M., dan Magley, V.J. 2011. Selective Incivility as Modern Discrimination in Organizations: Evidence and Impact, Journal of Management. Vol. 39, Iss. 6, pp. 1579-1605.
Enders, G., M dan. Smoak, L., M. (2008). The Human Resorch Craze: Human Performance Improvment An Employee Engagement Organizational Divelopment. Jurnal: Spring, 26(1), 69-78.
Fei, Jiangang, (2018). Workforce mobility, career pathways, and employee retention. Routledge 1st edition.
Fox, S., Spector, P. E., dan Miles, D. (2001). Counterproductive work behavior (CWB) in response to job stressors and organizational justice: Some mediator and moderator tests for autonomy and emotions. Journal of vocational behavior, 59(3), 291-309.
Geldart, S., Langlois, L., Shannon, H.S., Cortina, L.M., Griffith, L., dan Haines, T. (2018). Workplace Incivility, Psychological Distress, and The Protective Effect of Co-Worker Support, International Journal of Workplace Health Management, Vol. 11, Iss. 2, pp.96-110.
Ghosh, R., Reio Jr., T. G., dan Band, H. (2013). Reducing Turnover Intent: Supervisor and Co-Worker Incivility and Socialization-Related Learning. Human Resource Development International, 16, 169-185.
Ghozali, Imam. 2006. Aplikasi Analisis Multivariate Dengan Program SPSS. Cetakan Keempat. Semarang: Badan Penerbit Universitas Diponegoro.
Han, S. J., Bonn, M. A., dan Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention. International Journal of Hospitality Management, 52, 97-106.
Handoyo, S., Samian, Syarifah, D., dan Suhariadi, F. (2018). The Measurement Of Workplace Incivility In Indonesia: Evidence And Construct Validity. Psychology Research and Behavior Management , 217-226.
Harrisma, O., dan Witjaksono, A. (2013). Pengaruh Stress Kerja terhadap Produktivitas Kerja Melalui Kepuasan Kerja. Jurnal Ilmu Manajemen, 1(2).
Humphrey, R. H., Ashforth, B. E., dan Diefendorff, J. M. (2015). The Bright Side of Emotional Labor. Journal of Organizational Behavior, 36(6), 749–769. https://doi.org/10.1002/job.2019.
Leiter, M.P., Laschinger, H.K.S., Day, A., dan Oore, G. 2011. The Impact of Civility Interventions on Employee Social Behavior, Distress, and Attitudes, Journal of Applied Psychology. Vol. 96, No.6, pp.1258-74.
Liu, Y., Prati, L. M., Perrewe, P. L., dan Ferris, G. R. (2008). The relationship between emotional resources and emotional labor: An exploratory study. Journal of Applied Social Psychology, 38(10), 2410-2439.
Karatepe, O. M. (2015). Do personal resources mediate the effect of perceived organizational support on emotional exhaustion and job outcomes. International Journal of Contemporary Hospitality Management.
Karyono. (2021). Pengaruh Disiplin Kerja Dan Stres Kerja Terhadap Kinerja Karyawan Di Pt. Sankei Gohsyu Industries (Departemen Press Forging 1). Jurnal JDM Vol 4 No 1
Kristianto, D. Y. (2017). Hubungan antara Work Stress dengan Workplace Incivility Behavior pada Karyawan Sales di Perusahaan Multimedia X Surabaya . 1-213.
Kryscynski, D, Coff, R, Campbell, B. Charting a path between firm-specific incentives and human capital-based competitive advantage. Strat Mgmt J. 2021; 42: 386– 412. https://doi.org/10.1002/smj.3226
Mahmanah. (t.thn.). Pengaruh Modal PSikologis Terhadap Perilaku Produktif pada Karyawan bagian Produksi PT.SLJ Global TBK dengan Karakteristik Pekerjaan sebagai Moderator.
Naser Hoboubi, Alireza Choobineh, Fatemeh Kamari Ghanavati, Sareh Keshavarzi, Ali Akbar Hosseini, 2017, The Impact of Job Stress and Job Satisfaction on Workforce Productivity in an Iranian Petrochemical Industry, Safety and Health at Work, Volume 8, Issue 1,
Nunnally. (2006). Uji Reliabilitas. Dalam I. Ghozali, Aplikasi Analisis Multivariate dengan Program SPSS. Semarang: Badan Penerbit Universitas Diponogoro.
Nuryanto. (2018). Human Capital Sebagai Pilar Esensial Dalam Implementasi Quality Management System (Qms) Iso 9001:2015 Pada Industri Kimia Sebagai Peningkat Daya Saing Dilihat Dari Perspektif Teoritis. Jurnal JDM Vol 1 No 02 Sept 2018 Hal 20-22
Opatha, H.H.D.N.P, (2020), The Coronavirus and The Employees: A Study from the Point of Human Resource Management. Sri Lankan Journal of Human Resource Management Vol. 10, No. 1, 2020
Parvez, Muhammad Omar. (2017). Effects of Favoritism on Turnover Intention via Customer, Coworker and Supervisor Incivilities: An Empirical Study on Bangladesh Hotels . Thesis (M.S.), Eastern Mediterranean University, Institute of Graduate Studies and Research, Faculty of Tourism, Famagusta: North Cyprus.
Pearson, C.M, Andersson, L.M., dan Porath, C.L. (2000). Assessing and Attacking Workplace Incivility, Organizational Dynamics. Vol. 29, No. 2, pp. 123–137.
Pearson, C. M., Andersson, L. M., dan Porath, C. L. (2005). Workplace incivility.
Porath, C.L. (2016). The Hidden Toll of Workplace Incivility.https://www.mckinsey.com/business-functions/organization/ourinsights/the-hidden-toll-of-workplace-incivility, January, 25, 2018.
Porath, C. L., dan Erez, A. (2009). Overlooked but not Untouched: How Rudeness Reduces Onlookers’ Performance on Routine and Creative Tasks, Organizational Behavior and Human Decision Processes. Vol. 109, pp. 29–44.
Ratri, Lintang.(2011). Cadar, Media, dan Identitas Perempuan Muslim. FORUM. Vol 39, No.2.
Rohmawati, C. (2017). Pengaruh ketidaksantunan pelanggan kepada karyawan terhadap ketidaksantunan karyawan kepada pelanggan dengan kecerdasan emosi dan persepsi dukungan atasan sebagai moderator. TESIS .
Saks, A. M. (2006). Antecedants and Consequence of Employee Engagement. Jurnal Of Menegerial Psychology, 21(2), 600-619. httpsd:doi.org/10.1108/02683940610690169
Sutrisno, Edi. (2010). Budaya Organisasi. Jakarta : Kencana Prenada Media Group.
Torres. Edwin N, Mathilda van Niekerk & Marissa Orlowski (2017) Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry, Journal of Hospitality Marketing & Management, 26:1, 48-66, DOI: 10.1080/19368623.2016.1178620
Widodo, F. A. S., dan Sami'an. (2013). Hubungan Employee Engagement Pada Prilaku Produktif Karyawan. Jurnal Psikologi Industri dan Organisasi , 2(1),44-49.
Wilson, N. L., dan Holmvall, C. M. (2013). The development and validation of the Incivility from Customers Scale. Journal of occupational health psychology, 18(3), 310.
Xingyu Wang, Xueqi Wen, Ayşın Paşamehmetoğlu, Priyanko Guchait, (2021), Hospitality employee’s mindfulness and its impact on creativity and customer satisfaction: The moderating role of organizational error tolerance, International Journal of Hospitality Management, Volume 94,
Xu, S. G., dan Kumar, S. S. (2020). The effect of workplace incivility on organizational outcome (mediating role of psychological capital). African Journal of Business Management, 14(4), 110-122.
Yagil, Dana ,(2017) There is no dark side of customer aggression − It’s all dark, Journal of Marketing Management, 33:15-16, 1413-1420, DOI: 10.1080/0267257X.2017.1357332
Zarandi, H.M., Fahima, Maryam., Amirkabiri, Alireza. (2021). Investigating the Role of Organizational Culture in Improving Psychological Empowerment of Banking System Employees (Case: Bank Shahr). Urban Economics and Management, Vol. 5, No3(19), 15-28
Zheng, L. and Montargot, N. (2021), "Anger and fear: effects of negative emotions on hotel employees' information technology adoption", International Journal of Productivity and Performance Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJPPM-01-2020-0013
DOI: http://dx.doi.org/10.22441/jdm.v5i1.13714
Refbacks
- There are currently no refbacks.
Copyright (c) 2022 Jurnal Doktor Manajemen (JDM)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Jurnal Doktor Manajemen (JDM)
Program Doktor Manajemen - Fakultas Ekonomi dan Bisnis
Universitas Mercu Buana
Jl. Raya Meruya Selatan, Kembangan, Jakarta 11650
Tlp./Fax: +62215871335
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.