APAKAH PELANGGAN KASAR MENDORONG PENGUNDURAN DIRI KARYAWAN? PERAN STRES KERJA SEBAGAI PEMEDIASI
Abstract
Studi ini menyelidiki bagaimana perilaku pelanggan kasar berdampak stres hingga pengunduran diri karyawan garis depan. Pengumpulan data dilakukan dengan menggunakan kuesioner online yang disebarkan kepada 162 karyawan garis depan di beberapa usaha atau toko di Semarang. Penelitian ini akan menguji validitas metode Partial Least Square (PPLS). Menggunakan metode Structural Equation Modelling (SSEM). Berdasarkan hasil analisis disimpulkan bahwa perilaku pelanggan kasar berdampak stres hingga mengakibatkan pengunduran diri pada karyawan garis depan.
Keywords:
Perilaku pelanggan Kasar, Stres, Pengunduran diri karyawan garis depan
References
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Nuryasin, I., Al Musadieq, M., & Ruhana, I. (2016). PENGARUH LINGKUNGAN KERJA DAN MOTIVASI KERJA TERHADAP KINERJA KARYAWAN (Studi pada Karyawan Perusahaan Daerah Air Minum (PDAM) Kota Malang). In Jurnal Administrasi Bisnis (JAB)|Vol (Vol. 41, Issue 1).
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Rahmah, & Syarifah, D. (2022). THE ROLE OF SELF EFFICACY IN MODERATING THE EFFECT OF CUSTOMER INCIVILITY ON EMOTIONAL EXHAUSTION. https://doi.org/10.47353/bj.v2i3.135
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Saputri, P., Hidayati, T., & Lestari Magister Manajemen Universitas Mulawarman, D. (2020). PENGARUH JOB INSECURITY TERHADAP STRES KERJA, KINERJA, DAN TURNOVER INTENTION KARYAWAN PT BANK MANDIRI (Persero) Tbk. In Jurnal Bisnis dan Manajemen (Vol. 16, Issue 3).
Suhanto Edi. (2009). PENGARUH STRES KERJA DAN IKLIM ORGANISASI TERHADAP TURNOVER INTENTION DENGAN KEPUASAN KERJA SEBAGAI VARIABEL INTERVENING.
Sulastri, S., & Onsardi, O. (2020). Pengaruh Stres Kerja, dan Beban Kerja, terhadap Kinerja Karyawan. Journal of Management and Bussines (JOMB), 2(1), 83–98. https://doi.org/10.31539/jomb.v2i1.1215
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Yang, F. X., & Lau, V. M. C. (2019). Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees. International Journal of Hospitality Management, 83, 1–10. https://doi.org/10.1016/j.ijhm.2019.04.004
Yulfanani, R. (2022). ETNIK : Jurnal Ekonomi-Teknik Dampak Kelelahan Mental (Burnout) Terhadap Kinerja Karyawan PT. Duta Merpati Indonesia Informasi Artikel.
Bamfo, B. Ab., Dogbe, C. S. K., & Mingle, H. (2018). Abusive customer behaviour and frontline employee turnover intentions in the banking industry: The mediating role of employee satisfaction. Cogent Business and Management, 5(1), 1–15. https://doi.org/10.1080/23311975.2018.1522753
Baranik, L. E., Wang, M., Gong, Y., & Shi, J. (2017). Customer Mistreatment, Employee Health, and Job Performance: Cognitive Rumination and Social Sharing as Mediating Mechanisms. Journal of Management, 43(4), 1261–1282. https://doi.org/10.1177/0149206314550995
Bi, Y., Choi, S., Yin, J., & Kim, I. (2021a). Stress on frontline employees from customer aggression in the restaurant industry: The moderating effect of empowerment. Sustainability (Switzerland), 13(3), 1–15. https://doi.org/10.3390/su13031433
Bi, Y., Choi, S., Yin, J., & Kim, I. (2021b). Stress on frontline employees from customer aggression in the restaurant industry: The moderating effect of empowerment. Sustainability (Switzerland), 13(3), 1–15. https://doi.org/10.3390/su13031433
Cooper, R. D., & Schindler, S. P. (2014). Business Research Methods-McGraw-Hill Education.
Cornella, L., Rianto Rahadi, D., & Penulis, N. (2020). EMOSI KONSUMEN DALAM MENDUKUNG KEPUASAN PEMBELIAN SECARA ONLINE DI MASA PANDEMI COVID 19 (Vol. 1, Issue 1).
Cowan, R. L. (2009). WALKING THE TIGHTROPE: WORKPLACE BULLYING AND THE HUMAN RESOURCE PROFESSIONAL A Dissertation.
Dinata, A. P., & Suhana, S. (2023). Pengaruh Beban Kerja, Stres Kerja, dan Job Insecurity Terhadap Turnover Karyawan. Journal of Management and Bussines (JOMB), 5(1), 722–731. https://doi.org/10.31539/jomb.v5i1.5500
Fauzi, A., Putri, I., Afni Fauziah, N., Klarissa, S., & Bunga Damayanti, V. (2023). Pengaruh Pelatihan, Motivasi Kerja, dan Kecerdasan Emosional Terhadap Kinerja Karyawan (Literature Review Manajemen Kinerja). https://doi.org/10.31933/jimt.v4i4
Gita, T., & Riani, N. (2018). EFEK INSIVILITAS PELANGGAN, PENYELIA DAN KARYAWAN TERHADAP EXHAUSTION EMOSIONAL. Jurnal Manajemen Dan Pemasaran Jasa, 11(1), 21–36. https://doi.org/10.25105/jmpj.v10i1.2528
Gunawan, A., Lestari, N. S., & Hartati, L. (2022). Pengaruh Customer Incivility Terhadap Kondisi Psikologis Karyawan Dengan Supervisor Incivility Sebagai Mediator Pada Industri Perhotelan. Jurnal Doktor Manajemen (JDM), 5(1), 26. https://doi.org/10.22441/jdm.v5i1.13714
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate data analysis.
Harris, L. C., & Reynolds, K. L. (2004). Jaycustomer behavior: An exploration of types and motives in the hospitality industry. Journal of Services Marketing, 18(5), 339–357. https://doi.org/10.1108/08876040410548276
Hu, H. H., Hu, H. Y., & King, B. (2017). Impacts of misbehaving air passengers on frontline employees: role stress and emotional labor. International Journal of Contemporary Hospitality Management, 29(7), 1793–1813. https://doi.org/10.1108/IJCHM-09-2015-0457
Hur, W. M., Moon, T., & Jun, J. K. (2016). The effect of workplace incivility on service employee creativity: the mediating role of emotional exhaustion and intrinsic motivation. Journal of Services Marketing, 30(3), 302–315. https://doi.org/10.1108/JSM-10-2014-0342
Hur, W. M., Moon, T. W., & Han, S. J. (2015). The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion. Journal of Service Theory and Practice, 25(4), 394–413. https://doi.org/10.1108/JSTP-02-2014-0034
Kanten, P., & Yesıltas, M. (2015). The Effects of Positive and Negative Perfectionism on Work Engagement, Psychological Well-being and Emotional Exhaustion. Procedia Economics and Finance, 23, 1367–1375. https://doi.org/10.1016/s2212-5671(15)00522-5
Kilbaren, S. (2019). Analysis of the Causes of Stress in Lane Workers at Steel Fabrication Plant II PT. Wijaya Karya Industri & Construction in 2019.
Kim, G., Ro, H., Hutchinson, J., & Kwun, D. J. (2014). The Effect of Jay-customer Behaviors on Employee Job Stress and Job Satisfaction. International Journal of Hospitality and Tourism Administration, 15(4), 394–416. https://doi.org/10.1080/15256480.2014.961797
Kristen Petra, Sf. (2004). Pentingnya Karyawan dalam Pembentukan Kepercayaan Konsumen Terhadap Perusahaan Jasa: (Suatu kajian dan Proposisi). http://puslit.petra.ac.id/journals/management/
Lohilahti, E. (2021). “HAES TYTTÖ JOKU OSAAVA PAIKALLE”: CUSTOMER INCIVILITY AT WORK. A QUALITATIVE STUDY OF CUSTOMER SERVICE EMPLOYEES’ ACCOUNTS.
Mawadati, D., Rokhyadi, A., & Saputra, P. (2020). Pengaruh kepuasan kerja dan stres kerja terhadap turnover intention karyawan. FORUM EKONOMI, 22(1), 18–26. http://journal.feb.unmul.ac.id/index.php/FORUMEKONOMI
MUH Hidayat. (2020). PENGARUH BUDAYA ORGANISASI DAN STRES KERJA TERHADAP KEINGINAN KARYAWAN UNTUK RESIGN PADA PT. BUMI SARANA BETON DI MAKASSAR.
Nuryasin, I., Al Musadieq, M., & Ruhana, I. (2016). PENGARUH LINGKUNGAN KERJA DAN MOTIVASI KERJA TERHADAP KINERJA KARYAWAN (Studi pada Karyawan Perusahaan Daerah Air Minum (PDAM) Kota Malang). In Jurnal Administrasi Bisnis (JAB)|Vol (Vol. 41, Issue 1).
Pangkey, M. 2012. (2012). ANALISIS FAKTOR-FAKTOR PENYEBAB PENGUNDURAN DIRI KARYAWAN WAKTU TERTENTU PADA PT. SINAR PURE FOODS INTERNATIONAL.
Prasetio, A. P., Mawaranti, R., & Martini, D. E. (2018). Peran Stres Kerja dan Kepuasan Kerja Karyawan dalam Pengelolaan Tingkat Turnover Intention pada Karyawan Puskesmas Jasinga, Bogor. In Jurnal Manajemen Indonesia (Vol. 18, Issue 2).
Rahmah, & Syarifah, D. (2022). THE ROLE OF SELF EFFICACY IN MODERATING THE EFFECT OF CUSTOMER INCIVILITY ON EMOTIONAL EXHAUSTION. https://doi.org/10.47353/bj.v2i3.135
Rebecca, Peng, Y., & Johnson, C. A. (2018). CHALLENGE STRESSORS AND STRESS APPRAISALS! ! ! I! Investigating the Role of Stress Appraisals in Motivation and Strain Effects of Challenge Stressors.
Saputri, P., Hidayati, T., & Lestari Magister Manajemen Universitas Mulawarman, D. (2020). PENGARUH JOB INSECURITY TERHADAP STRES KERJA, KINERJA, DAN TURNOVER INTENTION KARYAWAN PT BANK MANDIRI (Persero) Tbk. In Jurnal Bisnis dan Manajemen (Vol. 16, Issue 3).
Suhanto Edi. (2009). PENGARUH STRES KERJA DAN IKLIM ORGANISASI TERHADAP TURNOVER INTENTION DENGAN KEPUASAN KERJA SEBAGAI VARIABEL INTERVENING.
Sulastri, S., & Onsardi, O. (2020). Pengaruh Stres Kerja, dan Beban Kerja, terhadap Kinerja Karyawan. Journal of Management and Bussines (JOMB), 2(1), 83–98. https://doi.org/10.31539/jomb.v2i1.1215
Sumrahadi, Azis, E., Kania, I., Respati, N. P., & Rahmadhanty, A. (2019). Gaya Kepemimpinan Transformasional, Stres Kerja, Kepuasan Kerja, dan Turnover Intention pada Karyawan Perusahaan Penyedia Jasa Konsultasi (Vol. 1, Issue 1).
Yang, F. X., & Lau, V. M. C. (2019). Evil customers, an angel boss and coopetitive coworkers: Burnout of frontline employees. International Journal of Hospitality Management, 83, 1–10. https://doi.org/10.1016/j.ijhm.2019.04.004
Yulfanani, R. (2022). ETNIK : Jurnal Ekonomi-Teknik Dampak Kelelahan Mental (Burnout) Terhadap Kinerja Karyawan PT. Duta Merpati Indonesia Informasi Artikel.
Published
2024-07-01
How to Cite
Puspitasari, R., & Putra, H. (2024). APAKAH PELANGGAN KASAR MENDORONG PENGUNDURAN DIRI KARYAWAN? PERAN STRES KERJA SEBAGAI PEMEDIASI. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 7(2), 1524-1535. https://doi.org/https://doi.org/10.36778/jesya.v7i2.1482
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Articles
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