Title: THE INFLUENCE OF EMOTIONAL JOB DEMAND AND EMOTIONAL DISPLAY RULES ON BURNOUT WITH EMOTIONAL DISSONANCE AS AN INTERVENING VARIABLE IN THE JATIM POLICE GENERAL CRIMINAL RESEARCH

Author: NONA NUR MADINA

Item Type : Thesis (Thesis)

Affiliations: Master of Management Science Study Program, Faculty of Economics and Business, Universitas Airlangga , Surabaya, Indonesia

Publisher: Universitas Airlangga

 

Abstract

A service company definitely has employees who work as contact employees. The National Police of the Republic of Indonesia, is a law enforcement government organization that serves the state and society and is also a "company" where the "employees" are police who also have direct contact with civilians. Like most employees, they also interact and experience various emotions while on duty. The emotions they experience may fluctuate, both from within themselves, and because of the situation and work demands. These police officers sometimes have to suppress their feelings, or even bring up feelings that are adapted to the situation and demands of the job. Due to these demands and situations, they can experience emotional exhaustion and a personal crisis called burnout. This research consists of four variables, namely: emotional job demand, emotional display rules, emotional dissonance, and burnout. Based on the theoretical basis used and the problem formulation proposed, there are four hypotheses. Calculations of the outer and inner models which include validity, reliability and data analysis tests were carried out using SmartPLS 2.0. The analysis technique used for all hypotheses is Partial Least Square. The results of testing on the objects of the East Java Regional Police Criminal Investigation Police resulted in: (1) Emotional job demand has a significant effect on emotional display rules, (2) Emotional job demand has a significant effect on emotional dissonance, (3) Emotional display rules have a significant effect on emotional dissonance, ( 4) Emotional dissonance has a significant effect on burnout and mediates the relationship between emotional job demand and burnout.

Keywords: Emotional job demands, emotional display rules, emotional dissonance, and burnout

 

Sources: http://repository.unair.ac.id/39057/