THE STUDY OF RELATIONSHIP BETWEEN EMOTIONAL LABOR AND DIFFERENT LEVEL OF WORKPLACE AGGRESSION OF FRONT-LINE STAFF OF HOTEL INDUSTRIES IN PENANG ISLAND
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Date
2011
Authors
HARIANTO
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Abstract
The purpose of this study is to investigate the relationship between emotional labor
and different level of workplace aggression of front-line staff of hotel industries in Penang
Island. The study also will take into account individual's age, gender, marital status, and work
experience in order to examine the moderating effects. Therefore, emotional labor will be
independent variable which comprise of surface acting and deep acting. And, different level
of workplace aggression is dependent variables which consist of expression of hostility,
obstructionism, and overt aggression. In order to conduct present study, the researcher used
quantitative method whereby data collections are being done through survey I questionnaires.
With 186 samples gathered from front-line staff of various hotel industries in Penang Island,
the researcher used SPSS 19.0 and AMOS 16.0 software to analyze the data. The outcomes of
the analysis indicate that there is positive and significant relationship between surface acting
and expression of hostility, and surface acting and overt aggression. But, it shows no
significant relationship between surface acting and obstructionism. Besides that, the outcome
also shows that there is no significant relationship between deep acting and different level of
workplace aggression. Furthermore, it is being revealed that age, gender, marital status, and
working experiences will moderate the relationship between emotional labor and different
level of workplace aggression.
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Keywords
RELATIONSHIP , FRONT-LINE STAFF