Open AccessEFEK INSIVILITAS PELANGGAN, PENYELIA DAN KARYAWAN TERHADAP EXHAUSTION EMOSIONAL
Author(s) -
Tiarapuspa Tiarapuspa,
Gita Novia Riani
Publication year - 2018
Publication title -
jurnal manajemen dan pemasaran jasa
Language(s) - English
Resource type - Journals
eISSN - 2442-9732
pISSN - 0216-3780
DOI - 10.25105/jmpj.v11i1.2528
Subject(s) - emotional exhaustion , psychology , casual , sample (material) , incivility , social psychology , test (biology) , service (business) , structural equation modeling , applied psychology , burnout , clinical psychology , mathematics , business , marketing , political science , statistics , law , paleontology , chemistry , chromatography , biology
This research aims to analyze the workplace incivility that is caused by customer, supervisor, and coworker and how it effects their emotional exhaustion. The object of this sample is frontline employees of casual restaurants in Jakarta. To test the hypotheses, this study distributes 170 survey questionners. Among these, 21 questionners were excluded because of incomplete responses. A total 149 survey questioners were analyzed by using the method of Structural Equation Model (SEM). The result shows that only coworker incivility significantly increases the frontline employees’ emotional exhaustion. Further research can take another sample from different service industry.