DETAIL KOLEKSI

Pengaruh customer verbal aggression terhadap job outcomes melalui emotional dissonance emotional exhaustion


Oleh : Firman Afrianto

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2011

Pembimbing 1 : Ina Oktaviana Matusin

Subyek : Consumer Behavior.

Kata Kunci : customer verbal aggression, emotional dissonance, emotional exhaustion, job outcomes.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2012_TA_MJ_022060097_1.pdf 362.05
2. 2012_TA_MJ_022060097_2.pdf 409.98
3. 2012_TA_MJ_022060097_3.pdf 493.92
4. 2012_TA_MJ_022060097_4.pdf 513.69
5. 2012_TA_MJ_022060097_5.pdf 476.36
6. 2012_TA_MJ_022060097_6.pdf 336.98
7. 2012_TA_MJ_022060097_7.pdf 550.42

P Penelitian ini bertujuan untuk mengetahui apakah terdapat pengaruh Customer Verbal Aggression terhadap job outcomes melalui emotional dissonance dan emotional exhaustion. Pengunaan Variabel tersebut berdasarkan hasil penelitian terdahulu,yaitu:M.Karatepe,Ilkay Yorganci dan Mine Haktanir (2008). Data penelitian ini diperoleh dengan menyebarkan kuesioner kepada 116 responden sebagai frontline employee Restoran Sate Maranggi Cibunggur Purwakarta. Secara keseluruhan hipotesis diuji dengan metode Structural Equation Modeling yang menggunakan program AMOS 6.0. Hasilnya dari Analisis dan pembahasan menunjukkan bahwa pengaruh Customer Verbal Aggression terhadap job outcomes melalui emotional dissonance dan exhaustion adalah signifikan. Maka Customer Verbal Aggression berpengaruh negatif terhadap job outcomes dan positif terhadap emotional dissonance dan exhaustion. Berdasarkan hal tersebut perusahaan melakukan pelayanan yang baik, agar para konsumen tidak melakukan verbal aggression, sehingga akan meningkatkan job outcomes dan menjadikan tidak terjadinya emotional dissonance dan exhaustion bagi para frontline employee. Dari hasil kesimpulan bahwa Customer Verbal Aggression memang terbukti benar dapat berpengaruh terhadap Job Outcomes dan Emotional dissonance dan exhaustion dari frontline employee. Karena itu pihak manager atau manajemen sebaiknya melakukan training bagi para frontline employee agar dapat menciptakan pelayanan yang baik.

T The purpose of this research is to investigate the effect of customer verbal aggression towards job outcomes through emotional dissonance and emotional exhaustion. Using these variable based on previous research: M.Karatepe, Ilkay Haktanir Yorganci, and Mine (2008) “Outcomes of Customer Verbal Aggression Among Hotel Employees”. The research data obtained by distributing questioner 116 respondents as frontline employee Sate Maranggi Cibunggur-Purwakarta. Data is processed using the Structural Equation Modelling (SEM) which assisted by application program of Analysis of Moment Structure (AMOS) version 6.0. The results show that effect of customer verbal aggression towards job outcomes through emotional dissonance and emotional exhaustion was significant. Customer verbal aggression has negative effect towards job outcomes and positive impact on emotional dissonance and emotional exhaustion. Based on the results, company doing good service for reduced customer verbal aggression and increase job outcomes, make emotional dissonance and exhaustion non-occurrence on frontline employee. By the conclusion customer verbal aggression that’s right effect job outcomes, emotional dissonance and emotional exhaustion frontline employee. Therefore manager should conduct training frontline employee for good service.

Bagaimana Anda menilai Koleksi ini ?