| NIM | C1B022102 |
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| Namamhs | GALANG ABHINAYA NANDANA |
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| Judul Artikel | THE EFFECT OF CUSTOMER INCIVILITY AND EMOTIONAL LABOR ON TURNOVER INTENTION WITH PERCEIVED ORGANIZATIONAL SUPPORT AS A MODERATING VARIABLE ON COFFEE SHOP EMPLOYEES IN PURWOKERTO |
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| Abstrak (Bhs. Indonesia) | Penelitian ini bertujuan untuk menganalisis pengaruh Customer Incivility dan Emotional Labor terhadap Turnover Intention dengan Perceived Organizational Support (POS) sebagai variabel moderasi pada karyawan coffee shop di Purwokerto. Menggunakan pendekatan kuantitatif dengan metode survei, data dikumpulkan melalui kuesioner yang disebarkan kepada karyawan yang berinteraksi langsung dengan pelanggan dan dianalisis menggunakan uji validitas dan reliabilitas, uji asumsi klasik, serta Moderated Regression Analysis (MRA). Hasil penelitian menunjukkan bahwa Customer Incivility dan Emotional Labor berpengaruh positif dan signifikan terhadap Turnover Intention, yang berarti karyawan yang sering mengalami perilaku tidak sopan dari pelanggan serta tuntutan regulasi emosi yang tinggi cenderung memiliki niat lebih besar untuk meninggalkan pekerjaannya. Selain itu, Perceived Organizational Support (POS) tidak memoderasi hubungan antara Customer Incivility dan Turnover Intention, namun secara signifikan memoderasi hubungan antara Emotional Labor dan Turnover Intention dengan cara meredam tekanan emosional serta menurunkan niat karyawan untuk keluar dari organisasi. Penelitian ini memberikan kontribusi secara teoretis dan praktis bagi manajemen sumber daya manusia di industri jasa dengan menekankan pentingnya peran dukungan organisasi dalam mengelola tuntutan emosional dan meminimalkan turnover intention. |
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| Abtrak (Bhs. Inggris) | This study aims to analyze the effect of Customer Incivility and Emotional Labor on Turnover Intention with Perceived Organizational Support (POS) as a moderating variable among coffee shop employees in Purwokerto. Using a quantitative approach with a survey method, data were collected through questionnaires distributed to employees who directly interact with customers and analyzed using validity and reliability tests, classical assumption tests, and Moderated Regression Analysis (MRA). The results indicate that Customer Incivility and Emotional Labor have positive and significant effects on Turnover Intention, meaning that employees who frequently experience rude customer behavior and high emotional regulation demands are more likely to intend to leave their jobs. Furthermore, Perceived Organizational Support (POS) does not moderate the relationship between Customer Incivility and Turnover Intention, but it significantly moderates the relationship between Emotional Labor and Turnover Intention by buffering emotional pressures and reducing employees’ intention to leave the organization. This study contributes theoretically and practically to human resource management in the service industry by emphasizing the role of organizational support in managing emotional demands and minimizing turnover intention. |
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| Kata kunci | Turnover Intention, Customer Incivility, Emotional Labor, Perceived Organizational Support |
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| Pembimbing 1 | Siti Zulaikha Wulandari |
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| Pembimbing 2 | |
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| Pembimbing 3 | |
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| Tahun | 2026 |
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| Jumlah Halaman | 14 |
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| Tgl. Entri | 2026-02-19 08:44:00.238803 |
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