CUSTOMER RELATIONS OF WEDDING ORGANIZER’S BURNOUT IN THE JAKARTA AREA
By Gissella Nadya
11603030
BACHELOR’S DEGREE in
Hotel and Tourism Management Business Administration and Communication
SWISS GERMAN UNIVERSITY The Prominence Tower
Jalan Jalur Sutera Barat No. 15, Alam Sutera Tangerang, Banten 15143 - Indonesia
June 2020
Revision after Thesis Defense on Tuesday, July 7th, 2020
Gissella Nadya
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.
Gissella Nadya
_____________________________________________
Student Date
Approved by:
Munawaroh, S.E., M.M.
_____________________________________________
Thesis Advisor Date
Dr. Nila Krisnawati Hidayat, S.E., M.M.
_____________________________________________
Dean Date
Gissella Nadya
ABSTRACT
THE IMPACT OF EMOTIONAL LABOR TOWARDS CUSTOMER RELATIONS OF WEDDING ORGANIZER’S BURNOUT IN THE JAKARTA AREA
By Gissella Nadya
Munawaroh, S.E., M.M., Advisor
SWISS GERMAN UNIVERSITY
One of the most basic things a human could do is to feel, and experience emotions.
And as life aspects cannot be separated from work aspects, humans, in this case, employees, may feel a certain emotion during their day at work. But what would happen if employees are ‘forced’ to always looks happy or mournful or neutral for the organization’s success? This situation is described as emotional labor and it happened for all types of occupations, especially those focusing on providing services. Wedding planners must always look happy when planning the clients’ wedding, despite having bridezilla as a client. Having these emotional discrepancies may cause emotional problems or stress at work and prolonged stress that cannot be handled also known as burnout. The purpose of this research is to see whether emotional labor and its strategies did in fact have a significant relationship with burnout amongst customer relations of wedding organizers in the Jakarta area. 115 respondents who work within the Wedding Industry were obtained. Through processing the data using SPSS, the results found that there is a negative significant relationship between deep acting and burnout, a positive significant relationship between surface acting and burnout, but no impact of emotional labor towards burnout amongst wedding planners who based in Jakarta area.
Keywords: Emotional Labor, Surface Acting, Deep Acting, Burnout
Gissella Nadya
© Copyright 2020 by Gissella Nadya All rights reserved
Gissella Nadya
DEDICATION
I dedicate this thesis for the rising of wedding services industry in Indonesia and contributing for the literature of emotional labor and burnout.
Gissella Nadya
ACKNOWLEDGEMENTS
I would like to express my very big sincere gratitude towards Jesus Christ because without His guidance, I am sure I would not be able to find the motivations to continue writing this thesis. Thank You, God, for always guiding me through this whole journey of self-development, the endless hours, every step, and decisions that I take.
Thank you for Mamie Catherine, Papie Henwy, and Grandma Anna! Thank you for always believing in me. I am extremely beyond grateful for all of the encouragements, supports, and words of advice that all of you give to me.
I would like to sincerely acknowledge Ms. Munawaroh, who is ‘the mom’ of this thesis aka my Advisor for the whole thesis writing journey. Thank you very much for all of your helpful advices, time and profound beliefs to me although I can be a lot to handle sometimes.
Thank you also to Ms. Gemala, and Mr. Esa, although both of you do not contribute directly as my advisors, I am deeply grateful for all of the constructive criticisms.
To the one who always cheering me up, and are in this together, the one who understands me completely and help me through my anxiety moments when I am writing this thesis. Thank you very much, Ishak Hasiholan for being exist in my life! I could not ask for a better best friend. And to ci Natasya Bianca, thank you very much for all of the valuable supports, advices, insights, suggestions, and all the very long- hours calls during this thesis writing. I could not do this without the both of you.
To my inner circle for the endless supports and encouragements no matter what time, nor place. Thank you thank you thank you for Engel, Patrick, Alicia, Aurel, Jessica, Yosafat, Kresna. nipongpeng. NIPONGPENG!!
To my girls Elsa, Cheryl, Clarissa, Erika, and Vina, aka Soulsistars. I am so glad to call you friends and that you girls always scream “semangat!!!!” to me all. the. Time Also, to my support system since high school, Olan, Jenni, Vena, and Ivy, thank you!
Last but not least, I would like to extend my gratitude to Professor Arlie Hochschild, Dr. Alicia Grandey, and Mr. Blau who took their time to personally suggesting the articles that helped me in understanding Emotional Labor further.
Gissella Nadya 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 ... 13
CHAPTER 1 - INTRODUCTION ... 15
1.1 Background ... 15
1.2 Research Problem ... 22
1.3 Research Questions... 23
1.4 Research Objectives ... 23
1.5 Scope and Limitation ... 23
1.6 Significance of Study... 24
CHAPTER 2 - LITERATURE REVIEW ... 25
2.1. Framework of Thinking ... 25
2.2. Emotional Labor ... 26
2.2.1. Definition ... 26
2.2.2. Theories and Concepts ... 29
2.2.3. Dimensions ... 40
2.3. Burnout ... 45
2.3.1. Definition ... 45
2.3.2. Theories ... 46
2.3.3. Dimensions ... 52
2.4. Wedding Service Provider Within Wedding Industry ... 53
2.5. Previous Studies ... 54
2.6. Study Differences ... 62
2.7. Research Model ... 63
2.8. Hypothesis ... 63
2.8.1. The Impact of Emotional Labor towards Burnout ... 63
Gissella Nadya
CHAPTER 3 – RESEARCH METHODS. ... 66
3.1. Type of Study... 66
3.2. Unit Analysis ... 69
3.3. Population and Sampling ... 69
3.3.1. Population Target ... 70
3.3.2. Sampling Strategies ... 70
3.4. Data Resources and Collection Method ... 72
3.4.1. Type of Data ... 72
3.4.2. Data Collection Method ... 73
3.5. Questionnaire Structure ... 74
3.6. Time frame of study ... 76
3.7. Variable Operationalization ... 77
3.8. Data Testing Procedure ... 82
3.8.1. Data Preparation ... 82
3.8.2. Pre-test ... 82
3.8.3. Post-test ... 85
3.9. Data Analysis Technique ... 85
3.9.1. Descriptive Statistical Analysis ... 85
3.9.2. Inferential Statistical Analysis ... 85
3.9.3. Classical Assumption Test ... 86
3.10. Hypothesis Test... 88
3.10.1. Coefficient of Determinant (R2) ... 89
3.10.2. T-Test (Partial)... 89
3.10.3. F-Test (Simultaneous) ... 90
3.10.4. Cross-tabulations ... 90
CHAPTER 4 – RESULTS AND DISCUSSIONS ... 91
4.1. Organization Profile ... 91
4.2. Pre-test Result ... 92
4.2.1. Validity Pre-test Result ... 93
4.2.2. Reliability Pre-test Result ... 95
4.3. Screening Data ... 96
4.4. Profile of Respondents ... 97
Gissella Nadya
4.4.2. Location ... 99
4.4.3. Job Status ... 99
4.4.4. Working Experience ... 100
4.4.5. Frequency of Working ... 101
4.4.6. Time for Preparation ... 101
4.4.7. Number of Projects at a Time ... 102
4.4.8. Living Conditions ... 103
4.4.9. Gender ... 104
4.4.10. Age ... 104
4.4.11. Marital Status ... 105
4.4.12. Education ... 106
4.4.13. Burnout Level ... 106
4.5. Post-test Result ... 108
4.5.1. Validity Post-test Result ... 108
4.5.2. Reliability Post-test Result ... 112
4.6. Classical Assumption Test Result... 112
4.6.1. Normality Test ... 112
4.6.2. Heteroscedasticity Test ... 115
4.6.3. Multicollinearity Test ... 117
4.7. Descriptive Statistic ... 118
4.7.1. Surface Acting ... 120
4.7.2. Deep Acting ... 121
4.7.3. Burnout ... 123
4.8. Inferential Statistic ... 125
4.8.1. Simple Linear Regression ... 125
4.8.2. Multiple Linear Regression ... 128
4.8.3. Cross-tabulations ... 131
4.9. Hypothesis Test Discussion ... 133
4.9.1. Hypothesis 1 ... 133
4.9.2. Hypothesis 2 ... 135
4.9.3. Hypothesis 3 ... 136
CHAPTER 5 – CONCLUSIONS AND RECCOMENDATIONS ... 139
5.1. Conclusions ... 139
Gissella Nadya
5.2.2. Recommendations for Future Research... 141
GLOSSARY ... 143
REFERENCES ... 144
APPENDIXES ... 157
CURRICULUM VITAE ... 181
Gissella Nadya
LIST OF FIGURES
Figure Page
Figure 1.1-1.– Distribution of employment by economic sector in Indonesia ... 15
Figure 1.1-2. – Daftar profesi di Indonesia dengan tingkat stress paling tinggi dilihat dari tingkat work-life balance ... 19
Figure 1.1-3. – List of Cities with the Highest Burnout Level ... 21
Figure 2.2-1. – Ashforth and Humphrey’s Model (1993) ... 30
Figure 2.2-2 –Morris Feldman (1996)’s Ancestors and Results from Emotional Labor ... 32
Figure 2.2-3 – The influence of framing rules, resources, and feeling rules on ERT adapted from Gross and Barrett (2011)... 33
Figure 2.2-4– Grandey (2000)’s Emotion Regulation Conceptual Framework during Work Setting ... 34
Figure 2.7-1. – The research model proposed by the author... 63
Figure 3.1-1 – The Scientific Method Progress of a Social Science Research ... 67
Figure 4.4-1 – Respondents Profile (Occupation) ... 98
Figure 4.4-2 – Respondents Profile (Location) ... 99
Figure 4.4-3 – Respondents Profile (Job Status)... 99
Figure 4.4-4 – Respondents Profile (Working Experience) ... 100
Figure 4.4-5 – Respondents Profile (Frequency of Working) ... 101
Figure 4.4-6 – Respondents Profile (Time for Preparation) ... 101
Figure 4.4-7 – Respondents Profile (Number of Projects at a Time) ... 102
Figure 4.4-8 – Respondents Profile (Living Conditions) ... 103
Figure 4.4-9 – Respondents Profile (Gender) ... 104
Figure 4.4-10 – Respondents Profile (Age) ... 104
Figure 4.4-11 – Respondents Profile (Marital Status) ... 105
Figure 4.4-12 – Respondents Profile (Education) ... 106
Figure 4.4-13 – Respondents Profile (Emotional Exhaustion Level) ... 106
Figure 4.4-14. – Respondents Profile (Depersonalization Level) ... 107
Figure 4.4-15 – Respondents Profile (Personal Accomplishments Level) ... 107
Gissella Nadya (P-Plot) ... 114 Figure 4.6-2. – Normality Test Result for Surface Acting – Deep Acting and Burnout Regression (P-Plot) ... 114 Figure 4.9-1 – Research Model (Updated)... 138
Gissella Nadya
LIST OF TABLES
Table Page
Table 2.5-1. – Previous Studies ... 62
Table 3.1-1. – Quantitative Research Characteristics ... 67
Table 3.3-1. – Confidence level and Critical Values (Z-Value) ... 72
Table 3.5-1 – Questionnaire Structure ... 75
Table 3.6-1. – Time Frame of the Thesis Writing ... 76
Table 3.7-1 – Variable Operationalization of the Thesis ... 82
Table 3.8-1 – Cronbach’s Alpha Value ... 84
Table 3.10-1. – Coefficient Correlation Range by Hasan (2013) ... 90
Table 4.2-1. – Pearson’s R Correlation Coefficient Table (28 – 32) ... 93
Table 4.2-2. – Emotional Labor Items Validity Pre-test Result... 94
Table 4.2-3 – Surface Acting Items Validity Pre-test Result ... 94
Table 4.2-4 – Deep Acting Items Validity Pre-test Result ... 95
Table 4.2-5 – Burnout Items Validity Pre-test Result ... 95
Table 4.2-6 – Reliability Pre-test Result ... 96
Table 4.3-1 – Outlier Data Results... 96
Table 4.5-1 – Pearson’s R Correlation Coefficient Table (111 – 115) ... 108
Table 4.5-2. – Emotional Labor Items Validity Post-test Results ... 109
Table 4.5-3. – Surface Acting Items Validity Post-test Results... 110
Table 4.5-4. – Deep Acting Items Validity Post-test Results ... 110
Table 4.5-5. – Deep Acting Items Validity Post-test Results ... 111
Table 4.5-6. – Reliability Post-test Result ... 112
Table 4.6-1. – Normality Test Results (Kolmogorov-Smirnov) ... 113
Table 4.6-2 – Heteroscedasticity Test Results for Emotional Labor and Burnout (Glejser) ... 115
Table 4.6-3. – Heteroscedasticity Test Results for Surface Acting – Deep Acting and Burnout (Glejser) ... 115
Gissella Nadya
(Spearman’s Rho) ... 116
Table 4.6-5 – Heteroscedasticity Test Result for Surface Acting – Deep Acting and Burnout (Spearman’s Rho) ... 116
Table 4.6-6 – Multicollinearity Test Result for Surface Acting – Deep Acting and Burnout (Pearson Correlation Coefficient) ... 117
Table 4.6-7 – Multicollinearity Test Results for Surface Acting – Deep Acting and Burnout (Tolerance and VIF) ... 117
Table 4.6-8. – Multicollinearity Test Results for Surface Acting – Deep Acting and Burnout (Eigenvalue and Condition Index Value) ... 118
Table 4.7-1 – Descriptive Statistics Results... 119
Table 4.7-2 – Surface Acting Items Mean Results ... 120
Table 4.7-3 – Deep Acting Items Mean Results ... 122
Table 4.7-4 – Burnout Items Mean Results ... 124
Table 4.8-1 - Variables Entered for Simple Linear Regression ... 125
Table 4.8-2 – Model Summary Results for Simple Linear Regression ... 125
Table 4.8-3 – F-Test for Simple Linear Regression... 126
Table 4.8-4. – T-Test Results for Simple Linear Regression... 126
Table 4.8-5. – T-Table Value (112-114) ... 127
Table 4.8-6. – Variable entered for Multiple Linear Regression ... 128
Table 4.8-7. – Model Summary for Multiple Linear Regression... 128
Table 4.8-8. – F-Test Results for Multiple Linear Regression ... 129
Table 4.8-9 – F table Value (112 – 114) ... 129
Table 4.8-10 – T-Test Results for Multiple Linear Regression ... 130
Table 4.8-11 – Chi Square and Symmetric Measures Tests Results Summary ... 132
Table 4.8-12 – Summary of Chi-Square Results for Respondents Characteristics and Burnout Levels ... 133
