Open AccessBetween surface and deep acting: a strategy to get a good feeling at workplace
Author(s) -
Nury Ariani Wulansari,
Vincentia Putri,
Desti Ranihusna,
Siti Ridloah
Publication year - 2021
Publication title -
iop conference series. earth and environmental science
Language(s) - English
Resource type - Journals
eISSN - 1755-1307
pISSN - 1755-1315
DOI - 10.1088/1755-1315/747/1/012041
Subject(s) - work engagement , feeling , likert scale , burnout , psychology , employee engagement , scale (ratio) , work (physics) , applied psychology , social psychology , public relations , clinical psychology , developmental psychology , political science , engineering , mechanical engineering , physics , quantum mechanics
Emotional variables have been considered as a significant practice for organization. However, there is still need empirical confirmation to indicate how these emotional variables have a role in the workplace specially to interact with customer. This study aims to examine the influence of emotional intelligent on employee performance through the following mediator variables: surface acting, deep acting, work engagement and work burnout. Data collected from 121 employees of an insurance companies in Semarang City, Indonesia were empirically tested using WarpPLS 6.0. Respondents completed measures of the variables through questioner with the Likert scale. The findings revealed that emotional intelligent was mediated surface acting, deep acting, work engagement and work burnout in which it can increase employee performance.