Wisnukuncoro N, Dzakwannityo (2017) Analisa Pengaruh Emotional Intelligence, Employee Adaptability, Job Satisfaction Terhadap Job Performance (Studi Pada Karyawan Frontliner Sony Center Indonesia). S1 thesis, STIE Indonesia Banking School.
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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.
| Item Type: | Thesis (S1) |
|---|---|
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Prodi S1 Manajemen |
| Depositing User: | Ms Dyta Medina |
| Date Deposited: | 02 Jul 2020 06:16 |
| Last Modified: | 01 Sep 2020 03:40 |
| URI: | http://repository.ibs.ac.id/id/eprint/478 |
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