PENGENDALIAN EMOSI KARYAWAN DALAM BIDANG JASA (CAFE)
(1) 
(*) Corresponding Author
Abstract
Emotional labor is employee's ability to manage affect, and therefore his or her physiognomy and physical gesture are publicly accepted. Emotional labor requires employee to show pleasant behavior, such as smiling, and suppress the negative affect especially when serving consumers. Indeed, it is very difficult since consumer in service industry behaves haphazardly. Objective of this preliminary is to discuss employee’s emotional labor situation. A cafe employee participates in this qualitative research. He is asked to be a research subject since his personal manager reported of frequent laziness when serving consumers. This research revealed that the subject has considerable work experiences. Unfortunately, he has less ability to manage his emotion when serving consumers. He is more likely to adapt surface acting than deep acting in order to manage his emotion.
Full Text:
PDFArticle Metrics
Abstract view : 339 timesPDF - 100 times
Refbacks
- There are currently no refbacks.
Copyright (c) 2017 Jurnal Psikologi
Jurnal Psikologi diindex oleh:
Journal of Psychology (JPsi)
Organized by Psychology Department, Universitas Proklamasi 45, Yogyakarta, Indonesia
Published by Universitas Proklamasi 45
Email: [email protected] | [email protected]
ISSN (electronic): 2557-4694 ISSN (printed): 1858-3970