DOI: https://doi.org/10.14710/empati.2018.23419

HUBUNGAN ANTARA PERCEIVED ORGANIZATIONAL SUPPORT DENGAN EMOTIONAL LABOR PADA KARYAWAN DENGAN JABATAN ACCOUNT MANAGER DI PT. X KOTA JAKARTA

Fakultas Psikologi, Universitas Diponegoro, Indonesia

Received: 8 Mar 2019; Published: 25 Mar 2019.

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Abstract

Emotional labor adalah pengelolaan emosi yang dilakukan oleh individu untuk menampilkan ekspresi emosi yang dibutuhkan sesuai dengan tuntutan pekerjaan dan standar operasional perusahaan. Perceived organizational support merupakan suatu keyakinan individu mengenai seberapa besar organisasi menghargai kontribusi dan memperhatikan kesejahteraan karyawannya. Penelitian ini memiliki tujuan untuk mengetahui hubungan antara perceived organizational support dan emotional labor pada karyawan dengan jabatan account manager di PT. X Kota Jakarta. Sampel dalam penelitian ini merupakan pada karyawan dengan jabatan account manager di PT. X Kota Jakarta yang berjumlah 60 orang. Pengambilan sampel dalam penelitian ini menggunakan teknik convenience sampling. Instrumen penelitian yang digunakan dalam penelitan ini adalah dua buah skala, yaitu Skala Emotional Labor (26 aitem valid dengan α= 0.903), dan Skala Perceived Organizational Support (41 aitem valid dengan α= 0.952). Berdasarkan analisis regresi sederhana diperoleh hasil bahwa terdapat hubungan yang signifikan antara perceived organizational support dengan emotional labor (Rxy = 0.553 dengan p = 0.000), sehingga dapat dikatakan semakin positif perceived organizational support maka semakin tinggi emotional labor individu. Perceived organizational support memberikan sumbangan efektif terhadap emotional labor sebesar 30.6% (R square= 0.306). Hasil tersebut menunjukkan bahwa account manager dalam melakukan emotional labor membutuhkan dukungan secara intrinsik dan ekstrinsik yang dapat meningkatkan performanya dan meniminalisir dampak dari proses pengelolaan emosi tersebut.

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Keywords: Perceived Organizational Support, Emotional Labor; Account Manager

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