Maria Alexandra Nagaputri

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(JAKARTA AREA)

By

Maria Alexandra Nagaputri 11503003

BACHELOR‟S DEGREE in

BUSINESS ADMINISTRATION - HOTEL AND TOURISM MANAGEMENT Concentration

FACULTY OF BUSINESS AND COMMUNICATION

SWISS GERMAN UNIVERSITY The Prominence Tower

Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia

July 2019

Revision after Thesis Defense on July 11^th, 2019

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Maria Alexandra Nagaputri STATEMENT BY THE AUTHOR

I hereby declare that this submission is my own work and to the best of my knowledge, it contains no material previously published or written by another person, nor material which to a substantial extent has been accepted for the award of any other degree or diploma at any educational institution, except where due acknowledgement is made in the thesis.

Maria Alexandra Nagaputri

_____________________________________________

Student Date

Approved by:

Gemala P. Garibaldi, S.Psi, M. Bus, M. Pd

_____________________________________________

Thesis Advisor Date

Dr. Nila K. Hidayat, S.E, M.M

_____________________________________________

Dean Date

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Maria Alexandra Nagaputri The Impact of Emotional Labor Towards

Indonesian Tour Leaders‟ Work Engagement (Jakarta Area)

By

Gemala P. Garibaldi, S.Psi., M. Buss., Advisor

SWISS GERMAN UNIVERSITY

With their work life in demand of facing various types of people and unpredictable situations, it is without a doubt that the tour leaders are positively associated with emotional labor. An explanatory study had proven that the work of tour leader is filled by emotional labor in every turn. With the high demand of emotional labor, surely it will affect their work engagement. A survey had proven that low work engagement is a worldwide crisis, not only a concern for Indonesia alone. The objective of this research is to find out the impact of emotional labor towards tour leaders‟ work engagement in Jakarta area. This research uses the method of non-probability sampling and a quantitative method. The data collected is processed with SPSS 25, using simple regression method. The questionnaire was completed by 50 tour leaders and the data was processed through validity and reliability test, classical assumption test and hypothesis test. The finding shows that emotional labor indeed impacting work engagement, deep acting did give a positive impact and surface acting did not show any negative impact. This study also provides the management with several suggestions on implementing emotional labor to achieve work engagement within tour leaders.

Keywords: Emotional labor, surface acting, deep acting, work engagement, tour leaders

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Maria Alexandra Nagaputri DEDICATION

I dedicate this thesis for my study, family, friends, and university

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Maria Alexandra Nagaputri ACKNOWLEDGEMENTS

First of all, I‟d like to give my gratitude to Jesus Christ who had blessed me with this opportunity.

To my parents who had work hard to support me and my study, and my family who had supports me during my four years of study.

Thank you, Ms. Gemala Garibaldi who had the patience and had guided me through the process of bringing this thesis to realization. Thank you for you guidance for the last six months. Your efforts, reviews and red ink feedbacks will never be forgotten.

Thank you for my friends who walk alongside me through the thesis progress. We have gone through an unforgettable hardship together, and now we stand at this point.

All of you had cheered me up one way or another, and supports me in any way possible during this challenging time.

Thank you Indonesian Tour Leader Association for assisting me in this research, especially Ms. Tetty Ariyanto who openly welcome me. Thank you for openly welcome me when I was asking for permission to do my research, and thank you for assisting me.

Thank you SGU staff who had gave not only me, but me and my classmates your time, your knowledge and experience, and support to shape us up into a better version of ourselves.

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Maria Alexandra Nagaputri TABLE OF CONTENTS

Page

STATEMENT BY THE AUTHOR ... 2

ABSTRACT ... 3

DEDICATION ... 5

ACKNOWLEDGEMENTS ... 6

TABLE OF CONTENTS ... 7

LIST OF FIGURES ... 11

LIST OF TABLES ... 12

CHAPTER 1 - INTRODUCTION ... 13

1.1Background... 13

1.2Research Problem ... 19

1.3Research Question ... 19

1.4Research Objective ... 19

1.5Scope & Limitation ... 20

1.6Significance of Study ... 20

CHAPTER 2 – LITERATURE REVIEW ... 21

2.1Framework of Thinking ... 21

2.2Emotional Labor ... 22

2.2.1Affecting Factors and Impacts ... 25

2.2.1.1Expectation From Interactions ... 25

2.2.1.2Emotional Incidents ... 27

2.2.1.3Individual Factors ... 28

2.2.1.3.1Gender ... 28

2.2.1.3.2Emotional Expressivity ... 28

2.2.1.3.3Emotional Intelligence ... 29

2.2.1.3.4Self-monitoring ... 29

2.2.1.3.5Affectivity ... 30

2.2.1.4Organizational Factors ... 30

2.2.1.4.1Autonomy... 30

2.2.1.4.2Supports ... 31

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2.2.2.1Deep Acting ... 31

2.2.2.2Surface Acting... 31

2.3Work Engagement ... 32

2.3.1Dimension ... 33

2.3.1.1Daily Engagement ... 33

2.3.1.2Leadership ... 33

2.3.1.3Job Crafting ... 34

2.4Tour Leader ... 34

2.4.1Responsibilities ... 35

2.4.2Certification ... 36

2.5Previous Studies ... 36

2.6Research Model ... 40

2.7Hypothesis ... 40

2.8The Impact of Emotional Labor Towards Work Engagement ... 40

CHAPTER 3 – RESEARCH METHODS ... 42

3.1Type of Study ... 42

3.2Unit Analysis ... 42

3.3Population and Sampling Method ... 42

3.3.1Population ... 42

3.3.2Sample ... 43

3.3.3Sampling Method ... 43

3.4Data Sources and Collection Method ... 43

3.4.1Type of Data ... 43

3.4.1.1Primary Data ... 43

3.4.1.2Secondary Data ... 44

3.4.2Data Collection Method ... 44

3.4.3Questionnaire Structure ... 44

3.5Variable Operationalization ... 45

3.6Data Testing... 48

3.6.1Data Preparation ... 48

3.6.2Validity and Reliability ... 48

3.6.2.1Validity Test ... 48

3.6.2.2Reliability Test ... 49

3.7Data Analysis Technique ... 50

3.7.1Classical Assumption Test ... 50

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3.7.2Hypothesis Test ... 51

3.7.2.1T-Test ... 51

CHAPTER 4 – RESULTS AND DISCUSSIONS ... 52

4.1Organization Profile ... 52

4.2Pretest Results ... 52

4.2.1Validity Result ... 52

4.2.2Reliability Result ... 53

4.3Respondent Profile ... 54

4.3.1Job Status ... 55

4.3.2Gender ... 56

4.3.3Age ... 57

4.3.4Marital Status ... 58

4.3.5Last Education ... 59

4.3.6Frequency of Working ... 60

4.3.7Length of Working ... 61

4.3.8 ... Number of Tour Participant Taken in One Trip 62 4.4Classical Assumption Test ... 63

4.4.1Normality Test ... 63

4.4.2Heteroscedasticity ... 64

4.5Regression Model ... 65

4.5.1Model Summary ... 65

4.5.2ANOVA Results ... 66

4.5.3Simple Linear Regression ... 67

4.6Hypothesis Test ... 69

4.6.1T-Test ... 69

4.7Discussion... 70

4.7.1H₁ Discussion ... 70

4.7.2H2 Discussion ... 71

4.7.3H3 Discussion ... 72

CHAPTER 5 – CONCLUSIONS AND RECCOMENDATIONS ... 73

5.1Conclusions ... 73

5.2Recommendations ... 73

5.2.1Recommendations for Managerial ... 73

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GLOSSARY ... 76

REFERENCES ... 77

APPENDIX A: QUESTIONNAIRE... 81

APPENDIX B: QUESTIONNAIRE RESPONS ... 85

CURRICULUM VITAE ... 90