The Peran Regulasi Emosi dalam Memoderasi Pengaruh Customer Incivility terhadap Kelelahan Emosinal Pada Frontliner Bank
Unduhan
Frontliner bank dituntut untuk selalu memberikan pelayanan terbaik bagi nasabah, namun tak jarang mereka juga mendapatkan perlakuan yang tidak menyenangkan dari nasabah atau dapat disebut sebagai customer incivility. Hal tersebut apabila berlangsung secara terus menerus dapat menyebabkan munculnya kelelahan emosional yang dirasakan oleh frontliner. Untuk meminimalisir kelelahan emosional yang dirasakan, diperlukan adanya regulasi emosi yang baik yang dimiliki oleh frontliner. Tujuan penelitian ini adalah untuk mengetahui pengaruh customer incivility terhadap kelelahan emosional, serta bagaimana regulasi emosi mampu memoderasi pengaruh dari kedua variabel tersebut. Metode yang digunakan dalam penelitian ini adalah metode penelitian kuantitatif. Dari penelitian ini diperoleh hasil, terdapat pengaruh customer incivility terhadap kelelahan emosional, serta adanya variabel regulasi emosi tidak signifikan memoderasi pengaruh customer incivility terhadap kelelahan emosional.
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