Institusion
STIE Indonesia Banking School
Author
Wisnukuncoro N, Dzakwannityo
Subject
HD28 Management. Industrial Management
Datestamp
2024-07-22 04:12:33
Abstract :
Adaptable Frontline Employees are an asset for the organization and
customer alike as they are an indispensable part of service experience. They are
subjected to pressures which are not found on any other positions in the
organizations and displaying organizationally desired emotions play an important
part in a service encounter.
This research study effect of Emotional Intelligence (Self Emotional
Appraisal, Other Emotional Appraisal, Use of Emotion and Regulation of Emotion)
towards Job Performance through Employee Adaptability and Job Satisfaction as
intervening variable on Frontliner at Sony Center Indonesia. We conducted a
survey and the respondents was taken from Sony Center Indonesia Frontliner for
40 respondents. We used questionnaire method to collect information from the
respondents. Data were analyzed using Partial Least Square (PLS) with Smart PLS
3.0 software.
The result of this research shows that, emotional intelligence (self emotion
appraisal) have no effect on frontline employee adaptability, meanwhile emotional
intelligence ( other emotional appraisal, use of emotion, regulation of emotion)
positively affect employee adaptability, employee adaptability have no effect on job
performance, frontline employee adaptability positively affect job satisfaction and
lastly job satisfaction positively affect job performance. Keywords: Emotional Intelligence, Employee Adaptability, Job Satisfaction, Job
Performance.