Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan
Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport. Method. There were 86 participants involved in this e...
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| Format: | Article |
| Language: | English |
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Universitas Gadjah Mada
2019-05-01
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| Series: | Berkala Ilmu Perpustakaan dan Informasi |
| Subjects: | |
| Online Access: | https://journal.ugm.ac.id/bip/article/view/40056 |
| _version_ | 1818314964553695232 |
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| author | Riska Amaliah Muhammad Jufri Resekiani Mas Bakar |
| author_facet | Riska Amaliah Muhammad Jufri Resekiani Mas Bakar |
| author_sort | Riska Amaliah |
| collection | DOAJ |
| description | Introduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport.
Method. There were 86 participants involved in this experimental study. They were undergraduate students in Makassar who were asked to watch the video related to library services by using Deep Acting or Surface Acting strategies.
Data Analysis. Hypothesis were examined by using Hayes Process analysis to understand the mediation model.
Results and Discussions. Emotional Labor strategy was found to have a relationship to customer satisfaction through Customer-Employee Rapport mediation. Emotional labor strategy was found to have directly affected customer satisfaction and Customer-Employee Rapport. The librarians applied Deep Acting strategy to enhance customer satisfaction and customer-employee rapport was found to be more effective compared to Surface Acting. The librarians’ emotional expression in deep acting enables them to transform the positive emotion between librarians and users, thus, it improves good relationships and customer satisfaction.
Conclusion. The librarians’ emotional labor strategies effect on library user satisfaction with customer-employee rapport as the mediation variable. Future research should discuss another library experiment based on gender perspectives. |
| first_indexed | 2024-12-13T08:58:00Z |
| format | Article |
| id | doaj.art-b458d4f934b34a9fbf19401130307fdc |
| institution | Directory Open Access Journal |
| issn | 1693-7740 2477-0361 |
| language | English |
| last_indexed | 2024-12-13T08:58:00Z |
| publishDate | 2019-05-01 |
| publisher | Universitas Gadjah Mada |
| record_format | Article |
| series | Berkala Ilmu Perpustakaan dan Informasi |
| spelling | doaj.art-b458d4f934b34a9fbf19401130307fdc2022-12-21T23:53:15ZengUniversitas Gadjah MadaBerkala Ilmu Perpustakaan dan Informasi1693-77402477-03612019-05-01151748610.22146/bip.4005623926Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaanRiska Amaliah0Muhammad Jufri1Resekiani Mas Bakar2Fakultas Psikologi Universitas Negeri Makassar, MakasarFakultas Psikologi Universitas Negeri Makassar, MakasarFakultas Psikologi Universitas Negeri Makassar, MakasarIntroduction. Strategies of Deep Acting and Surface Acting using Emotional Labor in library services have been conducted. The study aims to examine the effect of Emotional Labor on library user satisfaction mediated by Customer-Employee Rapport. Method. There were 86 participants involved in this experimental study. They were undergraduate students in Makassar who were asked to watch the video related to library services by using Deep Acting or Surface Acting strategies. Data Analysis. Hypothesis were examined by using Hayes Process analysis to understand the mediation model. Results and Discussions. Emotional Labor strategy was found to have a relationship to customer satisfaction through Customer-Employee Rapport mediation. Emotional labor strategy was found to have directly affected customer satisfaction and Customer-Employee Rapport. The librarians applied Deep Acting strategy to enhance customer satisfaction and customer-employee rapport was found to be more effective compared to Surface Acting. The librarians’ emotional expression in deep acting enables them to transform the positive emotion between librarians and users, thus, it improves good relationships and customer satisfaction. Conclusion. The librarians’ emotional labor strategies effect on library user satisfaction with customer-employee rapport as the mediation variable. Future research should discuss another library experiment based on gender perspectives.https://journal.ugm.ac.id/bip/article/view/40056emotional laborcustomer employee rapportdeep actingsurface actinglibrary user satisfaction. |
| spellingShingle | Riska Amaliah Muhammad Jufri Resekiani Mas Bakar Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan Berkala Ilmu Perpustakaan dan Informasi emotional labor customer employee rapport deep acting surface acting library user satisfaction. |
| title | Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan |
| title_full | Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan |
| title_fullStr | Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan |
| title_full_unstemmed | Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan |
| title_short | Peran mediasi customer-employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan |
| title_sort | peran mediasi customer employee rapport pada pengaruh strategi emotional labor pustakawan terhadap kepuasan pelayanan pengguna perpustakaan |
| topic | emotional labor customer employee rapport deep acting surface acting library user satisfaction. |
| url | https://journal.ugm.ac.id/bip/article/view/40056 |
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