Effect of Customer Orientation Attitude on Emotional Exhaustion Through Mediation of Surface Acting

DOI

10.2991/aebmr.k.200520.029How to use a DOI?

Keywords

customer orientation attitude, surface acting, emotional exhaustion

Abstract

This study explores the relationship between customer orientation attitude, surface acting and employee exhaustion in the restaurant industry. The research method uses laboratory experiments, which are data collection techniques using a questionnaire with a case scenario of emotional exhaustion employes. A questionnaire was distributed to 190 economics faculty students department of management. The structural equation model (SEM) is then applied for data analysis. The results showed that customer orientation attitude was significantly related to surface acting in the restaurant industry. Surface acting variables cannot mediate the relationship between customer orientation attitude and emotional exhaustion. and surface acting has a significant impact on emotional exhaustion. Based on these findings, theoretical and practical implications are provided, as well as limitations and research recommendations for future studies.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Effed Darta
AU  - Ferry Tema Atmaja
AU  - Sularsih Anggarawati
AU  - Akram Harmoni Wiardi
AU  - M Yasser Iqbal Daulay
AU  - Bella Salsabillah Afazein
PY  - 2020
DA  - 2020/05/23
TI  - Effect of Customer Orientation Attitude on Emotional Exhaustion Through Mediation of Surface Acting
BT  - Proceedings of the 5th Sriwijaya Economics, Accounting, and Business Conference (SEABC 2019)
PB  - Atlantis Press
SP  - 173
EP  - 177
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200520.029
DO  - 10.2991/aebmr.k.200520.029
ID  - Darta2020
ER  -