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JOURNALKEBERLANJUTANJOURNALKEBERLANJUTAN

Journal International Journal of Environmental, Sustainability, and Social ScienceInternational Journal of Environmental, Sustainability, and Social Science Abstract

This study aims to analyze the impact of emotional labor and workplace incivility on psychological well-being in restaurants in Denpasar, with burnout as a mediating variable. The study population was all restaurant employees in Denpasar. The sample used was 180 restaurant employees. The data collection method was a questionnaire. The analysis technique used to answer the hypothesis was inferential analysis with Partial Least Squares (PLS). This study found that emotional labor had a positive effect on psychological well-being, supported by the internalization of Balinese cultural values. Meanwhile, workplace incivility also showed a positive effect on psychological well-being. However, workplace incivility significantly increased burnout. On the other hand, emotional labor did not directly trigger burnout, possibly due to deep-seated action strategies and strong cultural support. Burnout itself did not directly affect psychological well-being, likely due to protective factors such as spiritual practices and social support in Balinese culture that counteracted its negative impact. However, mediation analysis revealed that burnout remained an important mechanism, significantly mediating the relationships between emotional labor and workplace incivility with psychological well-being. These findings highlight the complexity of psychological dynamics in the workplace, where cultural factors and coping mechanisms play a significant role in determining the impact of job demands on employee well-being.

Conclusion

The study reveals a complex interplay between emotional labor, workplace incivility, burnout, and psychological well-being among restaurant employees in Denpasar.Contrary to expectations, emotional labor demonstrates a positive impact on well-being, potentially due to the influence of Balinese cultural values.Workplace incivility, while initially showing a positive correlation with well-being, ultimately contributes to burnout, which mediates the relationship between incivility and overall psychological health.These findings underscore the importance of considering cultural context and protective factors in understanding employee well-being within the hospitality sector.

Future Research

Future research should employ a longitudinal design to better understand the dynamic relationships between emotional labor, workplace incivility, burnout, and psychological well-being over time, moving beyond the limitations of a cross-sectional approach. Expanding the sample to include restaurants in other regions of Bali, and potentially other Indonesian cities, would enhance the generalizability of the findings and allow for comparisons across different cultural contexts. Investigating the role of specific coping mechanisms, such as mindfulness practices or social support networks, in mitigating the negative effects of burnout and workplace incivility could provide valuable insights for developing targeted interventions to promote employee well-being, and ultimately, a more sustainable and thriving hospitality industry. These studies should also explore the impact of organizational policies and leadership styles on fostering a positive work environment that prioritizes the psychological health of its employees.

References

1. Emotional Labor and Job Burnout in the Social Work Industry — A Correlation and Regression Analysis... atlantis-press.com/proceedings/ichssr-23/125990989Emotional Labor and Job Burnout in the Social Work Industry Ai A Correlation and Regression Analysis atlantis press proceedings ichssr 23 125990989
2. journal of educational, helath, and community psychology. effect workplace incivility well health nurses... journal.uad.ac.id/index.php/Psychology/article/view/28177journal of educational helath and community psychology effect workplace incivility well health nurses journal uad ac index php Psychology article view 28177
3. Hubungan Emotional Labor dengan Burnout Pada Frontliner Bank Swasta Di Kota Medan | Cakrawala Repositori... cakrawala.imwi.ac.id/index.php/cakrawala/article/view/152Hubungan Emotional Labor dengan Burnout Pada Frontliner Bank Swasta Di Kota Medan Cakrawala Repositori cakrawala imwi ac index php cakrawala article view 152
4. Impact of workplace incivility against new nurses on job burn-out: a cross-sectional study in China |... doi.org/10.1136/bmjopen-2017-020461Impact of workplace incivility against new nurses on job burn out a cross sectional study in China doi 10 1136 bmjopen 2017 020461

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