Pengaruh Customer Incivility Terhadap Turnover Intention, Job Embeddedness Dan Dimediasi Oleh Emotional Exhaution
Keywords:
Customer incivility, Emotional exhaution, Turnover intention, Job embeddedness
Abstract
Penelitian ini bertujuan untuk mengevaluasi dampak customer incivility terhadap turnover intention dan job embeddedness serta untuk menentukan apakah factor mediasi seperti emotional exhaustion mempengaruhi hubungan tersebut. Penelitian ini memilih karyawan call center perbankan di Kota Solo sebagai populasi penelitian dan sebanyak 120 orang dipilih sebagai sampel penelitian dengan menggunakan teknik purposive sampling. Pengumpulan data dilakukan dengan survei online menggunakan kuisioner. Dengan menggunakan analisis SEM PLS, penelitian ini menemukan bahwa hubungan adanya hubungan positif dan signifikan antara customer incivility dan turnover intention, customer incivility dan emotional exhaustion, serta emotional exhaustion dan turnover intention. Selain itu adanya hubungan negative yang signifikan antara customer incivility dan job embeddedness dan emotional exhaustion dan job embeddedness. Pada penelitian ini variabel emotional exhaustion juga dapat memediasi hubungan antara customer incivility dan job embeddedness serta turnover intention.
References
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Arnold, K. A., & Walsh, M. M. (2015). Customer incivility and employee well-being : testing the moderating effects of meaning , perspective taking and transformational leadership. WORK & STRESS, 29(4), 362–378. https://doi.org/10.1080/02678373.2015.1075234
Chu, P.-Y., Lee, G.-Y., & Chao, Y. (2012). Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context. Social Behavior and Personality: An International Journal, 40(8), 1271– 1283.
Cordes, C. L., & Dougherty, T. W. (1993). A Review and an Integration of Research on Job Burnout. Academy of Management Review, 18(4), 621–656. https://doi.org/10.5465/amr.1993.9402210153
Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. (2001). Incivility in the Workplace : Incidence and Impact. 6(1), 64–80. https://doi.org/10.1037//1076-8998.6.1.64
Cote, S., & Morgan, L. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23(8), 947–962.
Dormann, C., & Zapf, D. (2004). Customer-Related Social Stressors and Burnout. Journal of Occupational Health Psychology, 9(1), 61–82. https://doi.org/10.1037/1076-8998.9.1.61
Grandey, A. A., Dickter, D. N., & Sin, H. (2004). The customer is not always right : customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397–418. https://doi.org/10.1002/job.252
Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12(1), 63–79. https://doi.org/10.1037/1076-8998.12.1.63
Groth, M., & Grandey, A. (2012). From bad to worse: Negative exchange spirals in employee customer service interactions. Organizational Psychology Review, 2(3), 208–233. https://doi.org/10.1177/2041386612441735
Gustiawan, D., Noermijati, Aisjah, S., & Indrawati, N. K. (2023). Customer incivility, employee emotional exhaustion, and job embeddedness relationship in the Indonesian hospitality sector: The socio-economic status perspective. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2178613
Hair, J. F., Tomas M, H., Ringle, C. M., Sarstedt, M., Danks, N., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. In Structural Equation Modeling: A Multidisciplinary Journal (Vol. 30, Issue 1). https://doi.org/10.1080/10705511.2022.2108813
Hair, J., Hult, T., Ringle, C., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications, Inc.
Han, S. J., Bonn, M. A., & Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention. International Journal of Hospitality Management, 52, 97–106. https://doi.org/10.1016/j.ijhm.2015.10.002
Hobfoll, S. E. (1989). Conservation of Resources A New Attempt at Conceptualizing Stress. American Psychologist, 44(3), 513–524.
Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50(3), 337–421. https://doi.org/10.1111/1464-0597.00062
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
Karatepe, O. M. (2013). The effects of work overload and work-family conflict on job embeddedness and job performance: The mediation of emotional exhaustion. International Journal of Contemporary Hospitality Management, 25(4), 614–634. https://doi.org/10.1108/09596111311322952
Karatepe, O. M., & Aleshinloye, K. D. (2009). Emotional dissonance and emotional exhaustion among hotel employees in Nigeria. International Journal of Hospitality Management, 28, 349–358. https://doi.org/10.1016/j.ijhm.2008.12.002
Karatepe, O. M., & Uludag, O. (2007). Conflict, exhaustion, and motivation: A study of frontline employees in Northern Cyprus hotels. International Journal of Hospitality Management, 26(3), 645–665. https://doi.org/10.1016/j.ijhm.2006.05.006
Karatepe, O. M., Yorganci, I., & Haktanir, M. (2009). Outcomes of customer verbal aggression among hotel employees. International Journal of Contemporary Hospitality Management, 21(6), 713–733. https://doi.org/10.1108/09596110910975972
Ladebo, O. J., & Awotunde, J. M. (2007). Emotional and behavioral reactions to work overload: Self-efficacy as a moderator. Current Research in Social Psychology, 13(8), 86–200.
Leiter, M. P., & Maslach, C. (2009). Nurse Turnover: The Role of Burnout and Job Dissatisfaction. American Journal of Nursing, 109(6), 53–59.
Li, X., & Zhou, E. (2013). Influence of customer verbal aggression on employee turnover intention. Management Decision, 51(4), 890–912. https://doi.org/10.1108/00251741311326635
Maertz, J. C. P., & Campion, M. A. (2004). Profiles in quitting: integrating process and content turnover theory. Academic Management Journal, 47(4), 566–582.
Mitchell, T. R., & Lee, T. W. (2001). The unfolding model of voluntary turnover and job embeddedness: Foundations for a comprehensive theory of attachment. Research in Organizational Behavior, 23, 189–246. https://doi.org/10.1016/S0191-3085(01)23006-8
Mulki, J. P., Jaramillo, F., & Locander, W. B. (2006). Emotional exhaustion and organizational deviance: Can the right job and a leader’s style make a difference? Journal of Business Research, 59(12), 1222–1230.
Peltokorpi, V. (2019). Abusive supervision and emotional exhaustion: The moderating role of power distance orientation and the mediating role of interaction avoidance. Asia Pacific Journal of Human Resources, 57(3), 251–275.
Reich, T. C., Wang, M., & Kunze, K. . (2011). Beyond culture: The roles of job embeddedness and cultural intelligence in work adjustment for self-initiated expatriates. Human Resource Management, 50(6), 661–667.
Reisig, M. D., & Cancino, J. M. (2004). Incivilities in nonmetropolitan communities: The effects of structural constraints, social conditions, and crime. Journal of Criminal Justice, 32(1), 15–29. https://doi.org/10.1016/j.jcrimjus.2003.10.002
Safavi, H. P., & Karatepe, O. M. (2019). The effect of job insecurity on employees’ job outcomes: the mediating role of job embeddedness. Journal of Management Development, 38(4), 288–297. https://doi.org/10.1108/JMD-01-2018-0004
Schilpzand, P., Pater, I. E. DE, & Erez, A. (2014). Workplace incivility : A review of the literature and agenda for future research. Journal of Organizational Behavior. https://doi.org/10.1002/job
Sliter, M., Jex, S., Wolford, K., & Mcinnerney, J. (2010). How Rude ! Emotional Labor as a Mediator Between Customer Incivility and Employee Outcomes. Journal of Occupational Health Psychology, 15(4), 468–481. https://doi.org/10.1037/a0020723
Sliter, M., Sliter, K., & Jex, S. (2012). The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33(1), 121–139. https://doi.org/10.1002/job
Thoresen, C. J., Kaplan, S. A., Barsky, A. P., Warren, C. R., & De Chermont, K. (2003). The Affective Underpinnings of Job Perceptions and Attitudes: A Meta-Analytic Review and Integration. Psychological Bulletin, 129(6), 914–945. https://doi.org/10.1037/0033-2909.129.6.914
Tricahyadinata, I., Hendryadi, S., Zainurossalamia, Z. A., & Riadi, S. S. (2020). Workplace incivility, work engagement, and turnover intentions: Multi-group analysis. Cogent Psychology, 7(1).
Wang, M., Liao, H., Zhan, Y., & Shi, J. (2011). Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives. Academy of Management Journal, 54(2), 312–334.
Wright, T. A., & Bonett, D. G. (1997). The contribution of burnout to work performance. Journal of Organizational Behavior, 15(5), 491499.
Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486–493.
Wurdianza, H. (2016). Turnover Intention dengan Memperhatikan Aspek Job Insecurity pada Account Officer Perbankan Wilayan DKI Jakarta. Indonesia Banking School, 20121111050, 1–18.
Yagil, D. (2008). When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. Aggression and Violent Behavior, 13(2), 141–152.
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
Yavas, U., Babakus, E., & Kartepe, O. M. (2008). Attitudinal and behavioral consequences of work-family conflict and family-work conflict. International Journal of Service, 19(1), 7–31. https://doi.org/10.1108/09564230810855699
Zhang, Y., LePine, J. A., Buckman, B. R., & Wei, F. (2014). It’s not fair … or is it? The role of justice and leadership in explaining work stressor-job performance relationships. Academy of Management Journal, 57(3), 675– 697.
Arnold, K. A., & Walsh, M. M. (2015). Customer incivility and employee well-being : testing the moderating effects of meaning , perspective taking and transformational leadership. WORK & STRESS, 29(4), 362–378. https://doi.org/10.1080/02678373.2015.1075234
Chu, P.-Y., Lee, G.-Y., & Chao, Y. (2012). Service Quality, Customer Satisfaction, Customer Trust, and Loyalty in an E-Banking Context. Social Behavior and Personality: An International Journal, 40(8), 1271– 1283.
Cordes, C. L., & Dougherty, T. W. (1993). A Review and an Integration of Research on Job Burnout. Academy of Management Review, 18(4), 621–656. https://doi.org/10.5465/amr.1993.9402210153
Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. (2001). Incivility in the Workplace : Incidence and Impact. 6(1), 64–80. https://doi.org/10.1037//1076-8998.6.1.64
Cote, S., & Morgan, L. (2002). A longitudinal analysis of the association between emotion regulation, job satisfaction, and intentions to quit. Journal of Organizational Behavior, 23(8), 947–962.
Dormann, C., & Zapf, D. (2004). Customer-Related Social Stressors and Burnout. Journal of Occupational Health Psychology, 9(1), 61–82. https://doi.org/10.1037/1076-8998.9.1.61
Grandey, A. A., Dickter, D. N., & Sin, H. (2004). The customer is not always right : customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397–418. https://doi.org/10.1002/job.252
Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12(1), 63–79. https://doi.org/10.1037/1076-8998.12.1.63
Groth, M., & Grandey, A. (2012). From bad to worse: Negative exchange spirals in employee customer service interactions. Organizational Psychology Review, 2(3), 208–233. https://doi.org/10.1177/2041386612441735
Gustiawan, D., Noermijati, Aisjah, S., & Indrawati, N. K. (2023). Customer incivility, employee emotional exhaustion, and job embeddedness relationship in the Indonesian hospitality sector: The socio-economic status perspective. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2178613
Hair, J. F., Tomas M, H., Ringle, C. M., Sarstedt, M., Danks, N., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. In Structural Equation Modeling: A Multidisciplinary Journal (Vol. 30, Issue 1). https://doi.org/10.1080/10705511.2022.2108813
Hair, J., Hult, T., Ringle, C., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) (2nd ed.). SAGE Publications, Inc.
Han, S. J., Bonn, M. A., & Cho, M. (2016). The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention. International Journal of Hospitality Management, 52, 97–106. https://doi.org/10.1016/j.ijhm.2015.10.002
Hobfoll, S. E. (1989). Conservation of Resources A New Attempt at Conceptualizing Stress. American Psychologist, 44(3), 513–524.
Hobfoll, S. E. (2001). The influence of culture, community, and the nested-self in the stress process: Advancing conservation of resources theory. Applied Psychology, 50(3), 337–421. https://doi.org/10.1111/1464-0597.00062
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
Karatepe, O. M. (2013). The effects of work overload and work-family conflict on job embeddedness and job performance: The mediation of emotional exhaustion. International Journal of Contemporary Hospitality Management, 25(4), 614–634. https://doi.org/10.1108/09596111311322952
Karatepe, O. M., & Aleshinloye, K. D. (2009). Emotional dissonance and emotional exhaustion among hotel employees in Nigeria. International Journal of Hospitality Management, 28, 349–358. https://doi.org/10.1016/j.ijhm.2008.12.002
Karatepe, O. M., & Uludag, O. (2007). Conflict, exhaustion, and motivation: A study of frontline employees in Northern Cyprus hotels. International Journal of Hospitality Management, 26(3), 645–665. https://doi.org/10.1016/j.ijhm.2006.05.006
Karatepe, O. M., Yorganci, I., & Haktanir, M. (2009). Outcomes of customer verbal aggression among hotel employees. International Journal of Contemporary Hospitality Management, 21(6), 713–733. https://doi.org/10.1108/09596110910975972
Ladebo, O. J., & Awotunde, J. M. (2007). Emotional and behavioral reactions to work overload: Self-efficacy as a moderator. Current Research in Social Psychology, 13(8), 86–200.
Leiter, M. P., & Maslach, C. (2009). Nurse Turnover: The Role of Burnout and Job Dissatisfaction. American Journal of Nursing, 109(6), 53–59.
Li, X., & Zhou, E. (2013). Influence of customer verbal aggression on employee turnover intention. Management Decision, 51(4), 890–912. https://doi.org/10.1108/00251741311326635
Maertz, J. C. P., & Campion, M. A. (2004). Profiles in quitting: integrating process and content turnover theory. Academic Management Journal, 47(4), 566–582.
Mitchell, T. R., & Lee, T. W. (2001). The unfolding model of voluntary turnover and job embeddedness: Foundations for a comprehensive theory of attachment. Research in Organizational Behavior, 23, 189–246. https://doi.org/10.1016/S0191-3085(01)23006-8
Mulki, J. P., Jaramillo, F., & Locander, W. B. (2006). Emotional exhaustion and organizational deviance: Can the right job and a leader’s style make a difference? Journal of Business Research, 59(12), 1222–1230.
Peltokorpi, V. (2019). Abusive supervision and emotional exhaustion: The moderating role of power distance orientation and the mediating role of interaction avoidance. Asia Pacific Journal of Human Resources, 57(3), 251–275.
Reich, T. C., Wang, M., & Kunze, K. . (2011). Beyond culture: The roles of job embeddedness and cultural intelligence in work adjustment for self-initiated expatriates. Human Resource Management, 50(6), 661–667.
Reisig, M. D., & Cancino, J. M. (2004). Incivilities in nonmetropolitan communities: The effects of structural constraints, social conditions, and crime. Journal of Criminal Justice, 32(1), 15–29. https://doi.org/10.1016/j.jcrimjus.2003.10.002
Safavi, H. P., & Karatepe, O. M. (2019). The effect of job insecurity on employees’ job outcomes: the mediating role of job embeddedness. Journal of Management Development, 38(4), 288–297. https://doi.org/10.1108/JMD-01-2018-0004
Schilpzand, P., Pater, I. E. DE, & Erez, A. (2014). Workplace incivility : A review of the literature and agenda for future research. Journal of Organizational Behavior. https://doi.org/10.1002/job
Sliter, M., Jex, S., Wolford, K., & Mcinnerney, J. (2010). How Rude ! Emotional Labor as a Mediator Between Customer Incivility and Employee Outcomes. Journal of Occupational Health Psychology, 15(4), 468–481. https://doi.org/10.1037/a0020723
Sliter, M., Sliter, K., & Jex, S. (2012). The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33(1), 121–139. https://doi.org/10.1002/job
Thoresen, C. J., Kaplan, S. A., Barsky, A. P., Warren, C. R., & De Chermont, K. (2003). The Affective Underpinnings of Job Perceptions and Attitudes: A Meta-Analytic Review and Integration. Psychological Bulletin, 129(6), 914–945. https://doi.org/10.1037/0033-2909.129.6.914
Tricahyadinata, I., Hendryadi, S., Zainurossalamia, Z. A., & Riadi, S. S. (2020). Workplace incivility, work engagement, and turnover intentions: Multi-group analysis. Cogent Psychology, 7(1).
Wang, M., Liao, H., Zhan, Y., & Shi, J. (2011). Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives. Academy of Management Journal, 54(2), 312–334.
Wright, T. A., & Bonett, D. G. (1997). The contribution of burnout to work performance. Journal of Organizational Behavior, 15(5), 491499.
Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486–493.
Wurdianza, H. (2016). Turnover Intention dengan Memperhatikan Aspek Job Insecurity pada Account Officer Perbankan Wilayan DKI Jakarta. Indonesia Banking School, 20121111050, 1–18.
Yagil, D. (2008). When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. Aggression and Violent Behavior, 13(2), 141–152.
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
Yavas, U., Babakus, E., & Kartepe, O. M. (2008). Attitudinal and behavioral consequences of work-family conflict and family-work conflict. International Journal of Service, 19(1), 7–31. https://doi.org/10.1108/09564230810855699
Zhang, Y., LePine, J. A., Buckman, B. R., & Wei, F. (2014). It’s not fair … or is it? The role of justice and leadership in explaining work stressor-job performance relationships. Academy of Management Journal, 57(3), 675– 697.
Published
2024-07-21
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Copyright (c) 2024 Soraya Widyadana, Hidajat Hendarsjah
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