THE STUDY OF RELATIONSHIP BETWEEN EMOTIONAL LABOR AND DIFFERENT LEVEL OF WORKPLACE AGGRESSION OF FRONT-LINE STAFF OF HOTEL INDUSTRIES IN PENANG ISLAND
| dc.contributor.author | HARIANTO | |
| dc.date.accessioned | 2016-01-26T08:09:01Z | |
| dc.date.available | 2016-01-26T08:09:01Z | |
| dc.date.issued | 2011 | |
| dc.description.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. | en_US |
| dc.identifier.uri | http://hdl.handle.net/123456789/1705 | |
| dc.subject | RELATIONSHIP | en_US |
| dc.subject | FRONT-LINE STAFF | en_US |
| dc.title | THE STUDY OF RELATIONSHIP BETWEEN EMOTIONAL LABOR AND DIFFERENT LEVEL OF WORKPLACE AGGRESSION OF FRONT-LINE STAFF OF HOTEL INDUSTRIES IN PENANG ISLAND | en_US |
| dc.type | Thesis | en_US |
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