Pengaruh Emotional Labour dan Reward terhadap Performa Kerja Karyawan Divisi Pemasaran PT MI

https://doi.org/10.35912/simo.v5i2.3139
Published: Oct 3, 2024

Abstract:

Purpose: This study aims to deepen the understanding of the influence of emotional labor ability and rewards on employee performance, with a case study focusing on PT MI.
Methodology: This study used a quantitative approach by collecting data using a questionnaire from 30 employees of the marketing division of PT MI. Statistical analyses were performed to examine employee characteristics, the validity and reliability of the questionnaire, the dimensions of variables, and the links between variables, mainly using multiple linear regression.
Results: The results indicate that rewards significantly affect job performance, while emotional labor does not have a significant impact. Both independent variables simultaneously and significantly influence job performance. The coefficient of determination of 62.3% indicates that emotional labor and rewards can explain 62.3% of the variability in job performance, while the remaining variability is explained by other factors.
Conclusions: It is concluded that emotional labor does not affect work performance. While rewards have a significant effect on work performance. Emotional labor and rewards together significantly affect work performance. Emotional labor and rewards can predict 62.3% of the value of work performance.
Limitations: We face a limitation in collecting a higher number of respondents due to the limited number of employees in the marketing division of PT MI.
Contribution: This study found that financial and non-financial rewards significantly enhance job performance through intrinsic and extrinsic motivation and psychological contracts between employees and the organization. In contrast, the lack of a significant impact of emotional labor may be due to individual differences in managing emotions, job characteristics, and other dominant factors, such as technical skills and intrinsic motivation. These findings underscore the importance of rewards in improving employee performance and the need for further research on the role of emotional labor in various contexts.

Keywords:
1. Employee Performance
2. Emotional Labour
3. Reward
4. Organizational Behaviour
Authors:
1 . William Ben Gunawan
https://orcid.org/0000-0003-0633-4477
2 . Angelica Herdyandra Setyani
3 . Ghazlina Putri Perwitasari
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How to Cite
Gunawan, W. B., Setyani, A. H., & Perwitasari, G. P. (2024). Pengaruh Emotional Labour dan Reward terhadap Performa Kerja Karyawan Divisi Pemasaran PT MI . Studi Ilmu Manajemen Dan Organisasi, 5(2), 127–140. https://doi.org/10.35912/simo.v5i2.3139
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Issue & Section
Vol. 5 No. 2 (2024): Oktober
Articles
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References

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    Budi, A. A. (2019). Pengaruh Penilaian Kinerja dan Kompensasi Terhadap Kinerja Karyawan Hotel Eastparc Yogyakarta dengan Kepuasan Kerja Sebagai Variabel Intervening.

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    Rughoobur-Seetah, S. (2024). An assessment of the impact of emotional labour and burnout on the employees’ work performance. International Journal of Organizational Analysis, 32(7), 1264-1284.

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    Sohn, B. K., Park, S. M., Park, I.-J., Hwang, J. Y., Choi, J.-S., Lee, J.-Y., & Jung, H.-Y. (2018). The relationship between emotional labor and job stress among hospital workers. Journal of Korean medical science, 33(39).

    Subagio, M. (2015). Pengaruh kecerdasan emosional, motivasi kerja, dan sikap kerja terhadap kinerja karyawan pada pt ithaca resources. Jurnal Manajemen, 19(1), 101-120.

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    Yao, L., Gao, J., Chen, C., & Mu, D. (2019). How does emotional labor impact employees’ perceptions of well-being? Examining the mediating role of emotional disorder. Sustainability, 11(23), 6798.

    Yoo, J., & Jeong, J. (2017). The effects of emotional labor on work engagement and boundary spanner creativity. Asia Pacific Journal of Innovation and Entrepreneurship, 11(2), 214-232.

    Zhang, D. (2017). A coefficient of determination for generalized linear models. The American Statistician, 71(4), 310-316.

    Zhang, H., Zhou, Z. E., Zhan, Y., Liu, C., & Zhang, L. (2018). Surface acting, emotional exhaustion, and employee sabotage to customers: moderating roles of quality of social exchanges. Frontiers in Psychology, 9, 2197.

    Zhao, X., Fu, N., Freeney, Y., & Flood, P. C. (2020). Revisiting the effect of emotional labor: A multi-level investigation in front-line service teams. Frontiers in Psychology, 11, 570048.

    Zillah, F., Husniati, R., & Aziz, A. (2022). Pengaruh Pelatihan, Pengawasan, dan Disiplin Kerja terhadap Kinerja Karyawan. Studi Ilmu Manajemen dan Organisasi, 3(1), 213-232.

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  3. Amissah, E. F., Blankson-Stiles-Ocran, S., & Mensah, I. (2022). Emotional labour, emotional exhaustion and job satisfaction in the hospitality industry. Journal of Hospitality and Tourism Insights, 5(5), 805-821.
  4. Ataunur, I., & Ariyanto, E. (2016). Pengaruh kompetensi dan pelatihan terhadap kinerja karyawan PT. Adaro Energy Tbk. Telaah Bisnis, 16(2).
  5. Attamimi, S. K., Hayati, K., & Karim, M. (2022). Pengaruh kepuasan kerja dan keterikatan kerja terhadap kinerja karyawan. Reviu Akuntansi, Manajemen, dan Bisnis, 2(1), 67-77.
  6. Budi, A. A. (2019). Pengaruh Penilaian Kinerja dan Kompensasi Terhadap Kinerja Karyawan Hotel Eastparc Yogyakarta dengan Kepuasan Kerja Sebagai Variabel Intervening.
  7. Chi, N.-W., & Chen, P.-C. (2019). Relationship matters: How relational factors moderate the effects of emotional labor on long-term customer outcomes. Journal of Business Research, 95, 277-291.
  8. Choi, H.-M., Mohammad, A. A., & Kim, W. G. (2019). Understanding hotel frontline employees’ emotional intelligence, emotional labor, job stress, coping strategies and burnout. International Journal of Hospitality Management, 82, 199-208.
  9. Darmawan, D. (2022). Motivasi, kemampuan, pengalaman, keterlibatan, kedisiplinan sebagai faktor internal karyawan dan pembentukan kinerja karyawan. Jurnal Ilmiah Satyagraha, 5(1), 18-29.
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  16. Idrus, S., Ruhana, F., Amalia, M. R., Rosyid, A. F., & Kuswandi, D. (2023). Implementasi kebijakan manajemen sumber daya manusia yang efektif dalam meningkatkan kinerja organisasi di era bisnis global. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 7(1), 72-89.
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  21. Lin, J.-G., Zhu, L.-X., & Xie, F.-C. (2009). Heteroscedasticity diagnostics for t linear regression models. Metrika, 70(1), 59-77.
  22. Lin, Y.-W., & Chang, W.-P. (2015). Physician emotional labour and job performance: the mediating effects of emotional exhaustion. Journal of Health Management, 17(4), 446-457.
  23. Ludin, I., Mukti, S., & Rohman, I. S. (2023). Pengaruh Kompensasi dan Disiplin Kerja Terhadap Kinerja Pegawai (Studi Kasus Pada Pegawai Desa di Kecamatan Plered). Value: Journal of Management and Business, 8(1), 11-26.
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  26. Oktarendah, F., & Putri, M. A. (2023). Analisis Pengaruh Lingkungan Kerja dan Motivasi Kerja terhadap Kinerja Karyawan CV. Lembaga Palembang. Reviu Akuntansi, Manajemen, dan Bisnis, 3(1), 63-77.
  27. Pitasari, N. A. A., & Perdhana, M. S. (2018). Kepuasan kerja karyawan: Studi literatur. Diponegoro Journal of Management, 7(4), 605-612.
  28. Pratama, A. Y., & Suhaeni, T. (2017). Pengaruh kecerdasan emosional terhadap kinerja karyawan. Jurnal Riset Bisnis Dan Investasi, 3(2), 51-62.
  29. Putri, N. H. Literatur Riview terhadap Turnover Intention: Pengaruh Kepuasan Kerja dan Stres Kerja (Literature Review on Turnover Intention: Effects of Job Satisfaction and Job Stress).
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  32. Rughoobur-Seetah, S. (2024). An assessment of the impact of emotional labour and burnout on the employees’ work performance. International Journal of Organizational Analysis, 32(7), 1264-1284.
  33. Saputra, E., Lasmawan, I. W., & Kertih, I. W. (2015). Hubungan Motivasi Belajar Dengan Hasil Belajar Pkn Siswa Kelas X Sma Laboratorium Undiksha Singaraja Tahun Pelajaran 2016/2017. Jurnal Pendidikan Kewarganegaraan Undiksha, 3(3).
  34. Sinagula, W. N., Fransiska, J., & Rangkuti, S. R. (2021). Pengaruh Kematangan Emosional, Kecerdasan Emosional, Kualitas Kehidupan Kerja Dan Motivasi Kerja Terhadap Kinerja Pegawai Di Kantor Unit Penyelenggara Pelabuhan Kelas Iii SingkiL. JRMB (Jurnal Riset Manajemen & Bisnis), 6(2), 233-248.
  35. Sohn, B. K., Park, S. M., Park, I.-J., Hwang, J. Y., Choi, J.-S., Lee, J.-Y., & Jung, H.-Y. (2018). The relationship between emotional labor and job stress among hospital workers. Journal of Korean medical science, 33(39).
  36. Subagio, M. (2015). Pengaruh kecerdasan emosional, motivasi kerja, dan sikap kerja terhadap kinerja karyawan pada pt ithaca resources. Jurnal Manajemen, 19(1), 101-120.
  37. Taber, K. S. (2018). The use of Cronbach’s alpha when developing and reporting research instruments in science education. Research in science education, 48, 1273-1296.
  38. Tinambunan, A., Akbarsyah, M. R., & Erian, M. Z. (2023). Pengaruh Kualitas Kehidupan Kerja Dan Kepercayaan Diri Dan Budaya Perusahaan Terhadap Peningkatan Kinerja Karyawan. Bullet: Jurnal Multidisiplin Ilmu, 2(1), 227-232.
  39. Uyan?k, G. K., & Güler, N. (2013). A study on multiple linear regression analysis. Procedia-Social and Behavioral Sciences, 106, 234-240.
  40. Yao, L., Gao, J., Chen, C., & Mu, D. (2019). How does emotional labor impact employees’ perceptions of well-being? Examining the mediating role of emotional disorder. Sustainability, 11(23), 6798.
  41. Yoo, J., & Jeong, J. (2017). The effects of emotional labor on work engagement and boundary spanner creativity. Asia Pacific Journal of Innovation and Entrepreneurship, 11(2), 214-232.
  42. Zhang, D. (2017). A coefficient of determination for generalized linear models. The American Statistician, 71(4), 310-316.
  43. Zhang, H., Zhou, Z. E., Zhan, Y., Liu, C., & Zhang, L. (2018). Surface acting, emotional exhaustion, and employee sabotage to customers: moderating roles of quality of social exchanges. Frontiers in Psychology, 9, 2197.
  44. Zhao, X., Fu, N., Freeney, Y., & Flood, P. C. (2020). Revisiting the effect of emotional labor: A multi-level investigation in front-line service teams. Frontiers in Psychology, 11, 570048.
  45. Zillah, F., Husniati, R., & Aziz, A. (2022). Pengaruh Pelatihan, Pengawasan, dan Disiplin Kerja terhadap Kinerja Karyawan. Studi Ilmu Manajemen dan Organisasi, 3(1), 213-232.