Abed, F., & Hebashy, A. (2016). The Relationship between Organizational Support, Work Engagement, and Organizational Citizenship Behavior as Perceived by Staff Nurses at Different Hospitals. Journal of Nursing and Health Science, 5(4), 113-123.
Alessandri, G., Borgogni, L., Schaufeli, W. B., Vittorio, G., & Chiara, C. (2015). From Positive Orientation to Job Performance: The Role of Work Engagement and Self-Efficacy Beliefs. Journal of Happiness Studies, 16, 767-788.
Ali, Al Kahtani (2013). Employee Emotional Intelligence and Employee Performance in the Higher Education.
Ariasti, R. F., & Wulansasri, N. A. (2017). Pengaruh Keadilan Prosedural pada Perilaku Kewargaan Organisasional melalui Komitmen Organisasi. Management Analysis Journal, 6(1), 67-75.
Bakker, A. B., Albrecht, S. L., & Leiter, M. P. (2011). Key Questions Regarding Work Engagement. European Journal of Work and Organizational Psychology, 20(1), 4-28.
Bakker, M., van Dijk, A., & Wicherts, J. M. (2012). The Rules of the Game Called Psychological Science. Perspectives on Psychological Science, 7(6), 543-554.
Balducci, C., Fraccaroli, F., & Schaufeli, W. B. (2010). Psychometric Properties of the Italian Version of the Utrecht Work Engagement Scale (UWES-9): A Cross-Cultural Analysis. European Journal of Psychological Assessment, 26(2), 143-149.
Batarliene, N., Kristina, C., Kristina, V., Sapalait, I., & Jarasuniene, A. (2017). The Impact of Human Resource Management on the Competitiveness of Transport Companies. Procedia Engineering, 187, 110-116.
Baumeister, R. E. F., Bratslavsky, E., Muraven, M., & Tice, D. M. (1998). Ego Depletion: Is The Active Self a Limited Resource? Journal of Personality and Social Psychology, 74(3), 774-789.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “PeopleWork.†Journal of Vocational Behavior, 60(1), 17-39.
Burke, R. J., Koyuncu, M., & Fiksenbaum, L. (2012). Hospital Culture, Work Satisfaction and Psychological Well-being among Nurses in Turkish Hospital. Europe’s Journal of Psychology, 7(4), 624-639.
Cherniss, C. (2000). Emotional intelligence: What it is and why it matters. Paper presented at the Annual Meeting of the Society for Industrial and Organizational Psychology, New Orleans, LA, April 15, 2000.
Chu, K. H. L., & Murrmann, S. K. (2006). Development and Validation of The Hospitality Emotional Labor Scale. Tourism Management, 27(6), 1181-1191.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The Dimensionality and Antecedents of Emotional Labor Strategies. Journal of Vocational Behavior, 66(2), 339-357.
Fitriastuti, Triana. (2013). Pengaruh Kecerdasan Emosional, Komitmen Organisasional dan Organizational Citizenship Behavior Terhadap Kinerja Karyawan. Jurnal Dinamika Manajemen, 4(2), 103-114.
Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan IBM SPSS: 21. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan Program IBM SPSS 21 Update PLS Regresi. Semarang: Badan Penerbit-Undip.
Goleman, D. (2000). Kecerdasan Emosional: Mengapa EQ Lebih Penting daripada IQ. Jakarta: PT. Gramedia Pustaka.
Goleman, D. (2002). Working With Emotional Intelligence. Jakarta: PT. Gramedia Pustaka.
Goodwin, R., Groth, M., & Frenkel, S. (2011). Relationships Between Emotional Labor , Job Performance , and Turnover. Journal of Vocational Behavior, 79(2), 538-548.
Grandey, A. A. (2000). Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor. Journal of Occupational Health Psychology, 5(1), 95-110. https://doi.org/10.1037//1076-8998.5.1.95
Grandey, A. A. (2003). When “The Show Must Go Onâ€: Surface Acting and Deep Acting as a Determinants of Emotional Exhaustion and Peer-Rated Service Delivery. Academy of Management Journal, 46(1), 86-96.
Groth, M., Hennig-thurau, T., & Walsh, G. (2009). Customer Reactions To Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy. Academy of Management Journal, 52(5), 958-974.
Hwa, C. (2009). Exploring the Dimensionality of Emotional Labour : The Case of Malaysian Hospitality Industry. International Journal of Business Research.
Imawati, R., & Amalia, I. (2011). Pengaruh Budaya Organisasi dan Work Engagement terhadap Kinerja Karyawan. Jurnal Al-Azhar Indonesia Seri Humanioraeri Humaniora, 1(1), 37-43.
Institutions in Saudi Arabia: A Proposed Theoretical Framework. International Journal of Business and Social Science, 4 (9), 80-95.
Jackson, L. J. (2014). The Work Engagement and Job Performance Relationship: Exploring the Mediating Effect of Trait Emotional Intelligence. Master’s Theses and Graduate Research.
Joushan, S., Syamsun, M., & Kartika, L. (2015). Pengaruh Budaya Organisasi dan Employee Engagement terhadap Kinerja Karyawan pada PT PLN ( Persero ) Area Bekasi. Jurnal Aplikasi manajemen, 13(4), 697-703.
Judge, T. A., Woolf, E. F., & Hurst, C. (2009). Is Emotional Labor More Difficult for Some Than for Others? a Multilevel, Experience-Sampling Study. Personnel Psychology; Spring ABI/INFORM Global Pg, 62, 57-88.
Karatepe, O. M. (2011). Procedural Justice, Work Engagement, and Job Outcomes: Evidence from Nigeria. Journal of Hospitality Marketing and Management, 20(8), 855-878.
Keltner, D. & Haidt, J. (1999). Social Functions of Emotions at Four Levels of Analysis. Cognition and Emotion, 13(5), 505-521.
Khanifah, S., & Palupiningdyah. (2015). Pengaruh Kecerdasan Emosional dan Budaya Organisasi pada Kinerja dengan Komitmen Organisasi. Management Analysis Journal, 4(3), 200-211.
Kinman, G. (2008). Emotional Labour and Strain in “Front Line†Service Employee. Journal of Managerial Psychology, 24, 118-135.
Latifah & Wulansari, N. (2017). Pengaruh Kecerdasan Emosional pada Perilaku Lalai dengan Menggunakan Persepsi Politik Organisasional sebagai Variabel Pemediasi. Management Analysis Journal, 6(3), 221-241.
Law, K. S., Wong, C., Huang, G., & Li, X. (2008). The Effects of Emotional Intelligence on Job Performance and Life Satisfaction among Research and Development Scientists in China. Asian Pacific Journal of Management, 25 (1), 51-69.
Liu, C., Liu, X., & Geng, Z. (2013). Emotional Labor Strategies And Service Performance : The Mediating Role of Employee Creativity. The Journal of Applied Business Research, 29(5), 1583-1596.
Manurung, M., Sugiarto, J., & D., Munas B. (2016). Membangun Keunggulan Bersaing untuk Meningkatkan Kinerja Bisnis pada Industri Kecil Menengah Tenun Ikat di Troso, Jepara. Jurnal Bisnis Strategi, 25(2), 171-184.
Markos, S., & Sridevi, M. S. (2010). Employee Engagement: The Key to Improving Performance. International Journal of Business and Management, 5(12), 89-96.
Marpaung, R. & Rumondang, C. (2013). Pengaruh Kecerdasan Intelektual, Kecerdasan Emosi, dan Kecerdasan Spiritual terhadap Kinerja Karyawan PT. Angkasa Pura II Cabang SSK II Pekanbaru. Pekbis Jurnal, 5(3), 179-189.
Munir, M. & Azam, R. (2017). Emotional Intelligence and Employee Performance : An Intervention Based Experimental Study. Journal of Business & Economics, 9(2), 1-19.
Raharjo, D. C., & Witiastuti, R. S. (2016). Pengaruh Kepemimpinan Transformasional terhadap Keterikatan Kerja melalui Keadilan Organisasional sebagai Variabel Mediasi. Management Analysis Journal, 5(4).
Ranihusna, D. (2010). Efek Rantai Motivasi Pada Kinerja Karyawan. Jurnal Dinamika Manajemen, 1(2), 90-103.
Rankin, B. (2013). Emotional Intelligence: Enhancing Values-Based Practice and Compassionate Care in Nursing. Journal of Advanced Nursing, 69, 2717-2725.
Richards, J.M., & Gross J. J. (2000). Emotion regulation and memory: The cognitive costs of keeping one’s cool. Journal of Personality and Social Psychology. 79(3), 410-24.
Rustiana, A. 2010. Efektivitas Pelatihan Bagi Peningkatan Kinerja Karyawan. Jurnal Dinamika Manajemen. 1 (2), 137-143.
Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. Journal of Applied Psychology, 90(6), 1217-1227.
Sanjaya, F. 2012. Peran Moderasi Kecerdasan Emosi pada Stres Kerja. Jurnal Dinamika ManajeÂmen. 3(2), 155-163.
Sarangi, S., & Srivastava, R. K. (2012). Impact of Organizational Culture and Communication on Employee Engagement : an Investigation of Indian Private Banks. South Asian Journal of Management, 19(3), 18-33.
Schaufeli, W. B., & Bakker, A. B. (2004). Job Demands, Job Resources, and Their Relationship with Burnout and Engagement: A Multi-Sample Study. Journal of Organizational Behavior, 25(3), 293-315.
Schaufeli, W. B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B. (2002). The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach. Journal of Happiness Studies, 3, 71-92.
Sosik, J. & Megerian, L. (1999). Understanding Leader Emotional Intelligence and Performance: The Role of Self-Other Agreement on Transformational Leadership Perceptions. Group and Organization management, 24(3), 367-390.
Sudarma, K. (2012). Mencapai Sumber Daya Manusia Unggul (Analisis Kinerja dan Kualitas Pelayanan). Jurnal Dinamika Manajemen, 3(1), 76–83.
Susmiati & Sudarma, K. 2015. Pengaruh Budaya Organisasi dan Dukungan Organisasi Persepsian terhadap Kinerja Karyawan dengan Komitmen Organisasi sebagai Variabel Intervening. Management Analysis Journal. 4 (1).
Wong, C., & Law, K. S. (2002). The Effects Of Leader And Follower Emotional Intelligence On Performance And Attitude: An Exploratory Study. Asian Pacific Journal of Management, 13, 243-274.
Alessandri, G., Borgogni, L., Schaufeli, W. B., Vittorio, G., & Chiara, C. (2015). From Positive Orientation to Job Performance: The Role of Work Engagement and Self-Efficacy Beliefs. Journal of Happiness Studies, 16, 767-788.
Ali, Al Kahtani (2013). Employee Emotional Intelligence and Employee Performance in the Higher Education.
Ariasti, R. F., & Wulansasri, N. A. (2017). Pengaruh Keadilan Prosedural pada Perilaku Kewargaan Organisasional melalui Komitmen Organisasi. Management Analysis Journal, 6(1), 67-75.
Bakker, A. B., Albrecht, S. L., & Leiter, M. P. (2011). Key Questions Regarding Work Engagement. European Journal of Work and Organizational Psychology, 20(1), 4-28.
Bakker, M., van Dijk, A., & Wicherts, J. M. (2012). The Rules of the Game Called Psychological Science. Perspectives on Psychological Science, 7(6), 543-554.
Balducci, C., Fraccaroli, F., & Schaufeli, W. B. (2010). Psychometric Properties of the Italian Version of the Utrecht Work Engagement Scale (UWES-9): A Cross-Cultural Analysis. European Journal of Psychological Assessment, 26(2), 143-149.
Batarliene, N., Kristina, C., Kristina, V., Sapalait, I., & Jarasuniene, A. (2017). The Impact of Human Resource Management on the Competitiveness of Transport Companies. Procedia Engineering, 187, 110-116.
Baumeister, R. E. F., Bratslavsky, E., Muraven, M., & Tice, D. M. (1998). Ego Depletion: Is The Active Self a Limited Resource? Journal of Personality and Social Psychology, 74(3), 774-789.
Brotheridge, C. M., & Grandey, A. A. (2002). Emotional Labor and Burnout: Comparing Two Perspectives of “PeopleWork.†Journal of Vocational Behavior, 60(1), 17-39.
Burke, R. J., Koyuncu, M., & Fiksenbaum, L. (2012). Hospital Culture, Work Satisfaction and Psychological Well-being among Nurses in Turkish Hospital. Europe’s Journal of Psychology, 7(4), 624-639.
Cherniss, C. (2000). Emotional intelligence: What it is and why it matters. Paper presented at the Annual Meeting of the Society for Industrial and Organizational Psychology, New Orleans, LA, April 15, 2000.
Chu, K. H. L., & Murrmann, S. K. (2006). Development and Validation of The Hospitality Emotional Labor Scale. Tourism Management, 27(6), 1181-1191.
Diefendorff, J. M., Croyle, M. H., & Gosserand, R. H. (2005). The Dimensionality and Antecedents of Emotional Labor Strategies. Journal of Vocational Behavior, 66(2), 339-357.
Fitriastuti, Triana. (2013). Pengaruh Kecerdasan Emosional, Komitmen Organisasional dan Organizational Citizenship Behavior Terhadap Kinerja Karyawan. Jurnal Dinamika Manajemen, 4(2), 103-114.
Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan IBM SPSS: 21. Semarang: Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2013). Aplikasi Analisis Multivariate dengan Program IBM SPSS 21 Update PLS Regresi. Semarang: Badan Penerbit-Undip.
Goleman, D. (2000). Kecerdasan Emosional: Mengapa EQ Lebih Penting daripada IQ. Jakarta: PT. Gramedia Pustaka.
Goleman, D. (2002). Working With Emotional Intelligence. Jakarta: PT. Gramedia Pustaka.
Goodwin, R., Groth, M., & Frenkel, S. (2011). Relationships Between Emotional Labor , Job Performance , and Turnover. Journal of Vocational Behavior, 79(2), 538-548.
Grandey, A. A. (2000). Emotion Regulation in the Workplace: A New Way to Conceptualize Emotional Labor. Journal of Occupational Health Psychology, 5(1), 95-110. https://doi.org/10.1037//1076-8998.5.1.95
Grandey, A. A. (2003). When “The Show Must Go Onâ€: Surface Acting and Deep Acting as a Determinants of Emotional Exhaustion and Peer-Rated Service Delivery. Academy of Management Journal, 46(1), 86-96.
Groth, M., Hennig-thurau, T., & Walsh, G. (2009). Customer Reactions To Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy. Academy of Management Journal, 52(5), 958-974.
Hwa, C. (2009). Exploring the Dimensionality of Emotional Labour : The Case of Malaysian Hospitality Industry. International Journal of Business Research.
Imawati, R., & Amalia, I. (2011). Pengaruh Budaya Organisasi dan Work Engagement terhadap Kinerja Karyawan. Jurnal Al-Azhar Indonesia Seri Humanioraeri Humaniora, 1(1), 37-43.
Institutions in Saudi Arabia: A Proposed Theoretical Framework. International Journal of Business and Social Science, 4 (9), 80-95.
Jackson, L. J. (2014). The Work Engagement and Job Performance Relationship: Exploring the Mediating Effect of Trait Emotional Intelligence. Master’s Theses and Graduate Research.
Joushan, S., Syamsun, M., & Kartika, L. (2015). Pengaruh Budaya Organisasi dan Employee Engagement terhadap Kinerja Karyawan pada PT PLN ( Persero ) Area Bekasi. Jurnal Aplikasi manajemen, 13(4), 697-703.
Judge, T. A., Woolf, E. F., & Hurst, C. (2009). Is Emotional Labor More Difficult for Some Than for Others? a Multilevel, Experience-Sampling Study. Personnel Psychology; Spring ABI/INFORM Global Pg, 62, 57-88.
Karatepe, O. M. (2011). Procedural Justice, Work Engagement, and Job Outcomes: Evidence from Nigeria. Journal of Hospitality Marketing and Management, 20(8), 855-878.
Keltner, D. & Haidt, J. (1999). Social Functions of Emotions at Four Levels of Analysis. Cognition and Emotion, 13(5), 505-521.
Khanifah, S., & Palupiningdyah. (2015). Pengaruh Kecerdasan Emosional dan Budaya Organisasi pada Kinerja dengan Komitmen Organisasi. Management Analysis Journal, 4(3), 200-211.
Kinman, G. (2008). Emotional Labour and Strain in “Front Line†Service Employee. Journal of Managerial Psychology, 24, 118-135.
Latifah & Wulansari, N. (2017). Pengaruh Kecerdasan Emosional pada Perilaku Lalai dengan Menggunakan Persepsi Politik Organisasional sebagai Variabel Pemediasi. Management Analysis Journal, 6(3), 221-241.
Law, K. S., Wong, C., Huang, G., & Li, X. (2008). The Effects of Emotional Intelligence on Job Performance and Life Satisfaction among Research and Development Scientists in China. Asian Pacific Journal of Management, 25 (1), 51-69.
Liu, C., Liu, X., & Geng, Z. (2013). Emotional Labor Strategies And Service Performance : The Mediating Role of Employee Creativity. The Journal of Applied Business Research, 29(5), 1583-1596.
Manurung, M., Sugiarto, J., & D., Munas B. (2016). Membangun Keunggulan Bersaing untuk Meningkatkan Kinerja Bisnis pada Industri Kecil Menengah Tenun Ikat di Troso, Jepara. Jurnal Bisnis Strategi, 25(2), 171-184.
Markos, S., & Sridevi, M. S. (2010). Employee Engagement: The Key to Improving Performance. International Journal of Business and Management, 5(12), 89-96.
Marpaung, R. & Rumondang, C. (2013). Pengaruh Kecerdasan Intelektual, Kecerdasan Emosi, dan Kecerdasan Spiritual terhadap Kinerja Karyawan PT. Angkasa Pura II Cabang SSK II Pekanbaru. Pekbis Jurnal, 5(3), 179-189.
Munir, M. & Azam, R. (2017). Emotional Intelligence and Employee Performance : An Intervention Based Experimental Study. Journal of Business & Economics, 9(2), 1-19.
Raharjo, D. C., & Witiastuti, R. S. (2016). Pengaruh Kepemimpinan Transformasional terhadap Keterikatan Kerja melalui Keadilan Organisasional sebagai Variabel Mediasi. Management Analysis Journal, 5(4).
Ranihusna, D. (2010). Efek Rantai Motivasi Pada Kinerja Karyawan. Jurnal Dinamika Manajemen, 1(2), 90-103.
Rankin, B. (2013). Emotional Intelligence: Enhancing Values-Based Practice and Compassionate Care in Nursing. Journal of Advanced Nursing, 69, 2717-2725.
Richards, J.M., & Gross J. J. (2000). Emotion regulation and memory: The cognitive costs of keeping one’s cool. Journal of Personality and Social Psychology. 79(3), 410-24.
Rustiana, A. 2010. Efektivitas Pelatihan Bagi Peningkatan Kinerja Karyawan. Jurnal Dinamika Manajemen. 1 (2), 137-143.
Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking Organizational Resources and Work Engagement to Employee Performance and Customer Loyalty: The Mediation of Service Climate. Journal of Applied Psychology, 90(6), 1217-1227.
Sanjaya, F. 2012. Peran Moderasi Kecerdasan Emosi pada Stres Kerja. Jurnal Dinamika ManajeÂmen. 3(2), 155-163.
Sarangi, S., & Srivastava, R. K. (2012). Impact of Organizational Culture and Communication on Employee Engagement : an Investigation of Indian Private Banks. South Asian Journal of Management, 19(3), 18-33.
Schaufeli, W. B., & Bakker, A. B. (2004). Job Demands, Job Resources, and Their Relationship with Burnout and Engagement: A Multi-Sample Study. Journal of Organizational Behavior, 25(3), 293-315.
Schaufeli, W. B., Salanova, M., Gonzalez-Roma, V., & Bakker, A. B. (2002). The Measurement of Engagement and Burnout: A Two Sample Confirmatory Factor Analytic Approach. Journal of Happiness Studies, 3, 71-92.
Sosik, J. & Megerian, L. (1999). Understanding Leader Emotional Intelligence and Performance: The Role of Self-Other Agreement on Transformational Leadership Perceptions. Group and Organization management, 24(3), 367-390.
Sudarma, K. (2012). Mencapai Sumber Daya Manusia Unggul (Analisis Kinerja dan Kualitas Pelayanan). Jurnal Dinamika Manajemen, 3(1), 76–83.
Susmiati & Sudarma, K. 2015. Pengaruh Budaya Organisasi dan Dukungan Organisasi Persepsian terhadap Kinerja Karyawan dengan Komitmen Organisasi sebagai Variabel Intervening. Management Analysis Journal. 4 (1).
Wong, C., & Law, K. S. (2002). The Effects Of Leader And Follower Emotional Intelligence On Performance And Attitude: An Exploratory Study. Asian Pacific Journal of Management, 13, 243-274.
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Affiliations
Mei Rista Rahmasari
Universitas Negeri Semarang
Nury Ariani Wulansari
Universitas Negeri Semarang
How to Cite
1.
Rahmasari M, Wulansari N. Employee Performance Improvement Models. MAJ [Internet]. 24Mar.2020 [cited 19Nov.2024];9(1):53-1. Available from: http://journal.unnes.ac.id/sju/maj/article/view/35215
Employee Performance Improvement Models
Vol 9 No 1 (2020): Management Analysis Journal
Submitted: Nov 1, 2019
Published: Mar 24, 2020
Abstract
The purpose of this research is to know the direct effect of work engagement, emotional intelligence, deep acting, and surface acting on employee performance. The population of this research is employees of 4 (four) BUMN Insurance companies in Semarang. The sampling technique used saturated sample technique and the number of samples are 121 employees. Methods of Data aollection used observation, interviews and questionnaires that were measured using a Likert scale. Methods of analysis of this study used the software of SPSS version 21. The results show that work engagement and emotional intelligence, respectively, had a significant positive effect on employee performance. Another case, with deep acting that does not show a significant effect on performance, while acting surface shows a negative effect on employee performance. The Conclusions of this study are optimal emotional intelligence will improve deep acting, surface acting, and work engagement roomates Ultimately Affects employee performance. Suggestions for companies to pay more attention to the emotional management capabilities of employees so that it does not Become a burden for employees. In addition to providing training in handling customers appropriately, and creating a comfortable working environment to support the expected emotional control in accordance with company requirements.