Effects of Emotional Labor, Organizational Support, and Job Satisfaction on Turnover Intention

摘要

Emotional labor is an emotional management strategy carried out by employees who interact face to face or communicate directly with customers. This topic is crucial when emotional labor affects the work results of both individual and company performances. Job satisfaction and turnover intentions are two important things affected by emotional labor (surface acting and deep acting). In addition to emotional labor, job satisfaction and turnover intentions can also be affected by employees' perceived of organizational support. This research was conducted to examine the mediation effects on the relationship between emotional labor and turnover intentions and the relationship between employees' perceived of organizational support and turnover intentions. By analyzing data on 152 frontline employees of X Bank of Bekasi branch office, it was revealed that job satisfaction only mediated total relationship between deep acting and turnover intentions, and mediated partial relationship between perceived of organizational support and turnover intentions. Considering that this research was limited to the scope of X Bank of Bekasi branch office, a wider sampling can be suggested for future research so that the research findings can be generalized more broadly.