EFFECTS OF EMOTIONAL LABOR, ORGANIZATIONAL SUPPORT, AND JOB SATISFACTION ON TURNOVER INTENTION

Emotional labor is an emotional management strategy carried out by employees who interact face to face or communicate directly with customers. This topic is crucial when
emotional labor affects the work results of both individual and company performances. Job satisfaction and turnover intentions are two important things affected by emotional labor (surface acting and deep acting). In addition to emotional labor, job satisfaction and turnover intentions can also be affected by employees’ perceived of organizational support. This research
was conducted to examine the mediation effects on the
relationship between emotional labor and turnover intentions
and the relationship between employees’ perceived of
organizational support and turnover intentions. By analyzing
data on 152 frontline employees of X Bank of Bekasi branch
office, it was revealed that job satisfaction only mediated total
relationship between deep acting and turnover intentions, and
mediated partial relationship between perceived of
organizational support and turnover intentions. Considering
that this research was limited to the scope of X Bank of Bekasi
branch office, a wider sampling can be suggested for future
research so that the research findings can be generalized more
broadly.