EMOTIONAL LABOR IN THE INDONESIAN PHARMACEUTICAL SECTOR AND ORGANIZATIONAL DEVIANCE BY EMPLOYEES: ROLE OF SURFACE ACTING, EMOTIONAL EXHAUSTION, AND JOB BURNOUT

Abstract

Faroman Syarief, Selviana Rizky Pramitha.

In Indonesia, especially in the pharmaceutical sector, the employees have to hide their original feelings when it comes to incidents between the customers and frontline employees. The most important purpose of this research was to understand the power of surface acting of the employees on organizational deviance through the mediating role played by emotional collapse and job burnout. The data was mainly collected from about 297 frontline employees who were working in the Indonesian pharmaceutical companies. The results were concluded with the help of two main techniques known as SEM and CFA, which are interpreted with the help of AMOS and SPSS. The results basically indicated that all the illustrated hypothesis had been accepted. However, it has been designated by the results that the surface acting has a positive impact on the organizational deviance. The results also showed that all the mediating variables have a positive influence on organizational deviance. Furthermore, it is a novel research as it provides a direction to the future researcher regarding surface acting and its impact on the organization's productivity. Moreover, the research study also provides certain implications to the pharmaceutical companies by indicating them that the surface acting of the employees can actually destroy their reputation.